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Block 3 - Building long term success (Quality and improvement (Monitoring…
Block 3 - Building long term success
Time and innovation
Success not always felt immediately
The cycles of innovation
The business cycle
Value
The innovation Value chain
Shared Value
Financially benefitting from social issues
Change Management
diffusion of innovation (1962)
early majority
late majority
early adaptors
laggards
Inovators
Burning platform
Daryl Corner 1993
motivating people to embrace change
Quality and improvement
The quality gaps model
model to measure customer satisfaction
Parasuramen et al . 1985
Monitoring quality
Cause and effect diagram
Stratification diagram
histogram
scatter diagram
strategic improvements
the importance performance matrix
appropriate
improve
Excess
urgent action
Long term marketing
Relationship marketing
Developing repeat purchases
Customer equity
the sum of lifetime values of a firms customers
Customer lifetime value
The value of purchases a customer makes over a lifetime
Loyalty Ladder
Client
Purchaser
Supporter
Advocate
Prospect
Partener
Leadership
Leadership is associated with taking an organisation into the future, finding opportunities that are coming at it faster and faster and successfully exploiting those opportunities (kotter2013)
Motivation
Herzbergs two factor theory
Maslows hierarchy of needs