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Long- term success (Measures Of success (Multiple Measures (mixture of non…
Long- term success
Measures Of success
Market Share
Profit
Customer satisfaction
Multiple Measures
mixture of non financial and financial measures is best (quantitive and qualitative data)
Importance of the tripple bottom line
Employee
Flexible Working
Can improve productivity of the employee
shows the company care about staff, staff feel valued
Employee Voice
job satisfaction
leads the way to a more innovative workplace
Trade Unions can act as an employee voice
Employee Involvement
employee feedback can lead to improving processes
encourages innovation
Relationship Marketing
benefits
Customer loyalty
Loyalty means less suceptible to competiton and price changes
Customer equity
Customer life time value
better understanding of customers and what they want
transactional marketing
Sometimes more beneficial
dependant on product or service
Internal Marketing
Benefits
Supports good staff relationships with customers
enables staff to contribute ideas and feedback information
Provides staff with a clear focus "Live the brand"
Cost of Quality
Quality management
Responsibility of every member of staff
aim is to look for improvements
constant improvement of "Quality"
Qaulity is meeting customer expectations
Managing Risk
Approaches
Reduce Impact
plan for recovery
Reduce chances of mistake