Please enable JavaScript.
Coggle requires JavaScript to display documents.
Block 3: Building Long-term success (Operational Risk (Sources (Customer,…
Block 3: Building Long-term success
Operational Risk
Sources
Customer
Product/Service Design
Operation Process
Supply Failures
Key Terms:
Risk
Hazard
Impact
Likelihood
Definition
:
Potential for an issue or event to result in unwanted or negative consequences for an organisation (Moore, 2017)
Operational Resilience
:
Ability to respond to a potential issue
Improvement
The Importance-Performance Matrix
Slack, 1994
Zone 4) Urgent Action
Zone 1) Excess
Zone 3) Improve
Zone 2) Appropriate
Development of quality systems
Hellman and Liu, 2013
1) Quality Control (QC)
7) LEAN
2) Statistical Process Control (SPC)
6) Six sigma
3) Juran Deming
5) ISO
4) Total Quality Management (TQM)
Relationship Marketing
Developing repeat purchases with a customer
More cost-effective than gaining new customers
Quality
Perception-Based Quality Models
Dimensions of service quality
Parasuraman et al. 1991
Perceived quality
Tangibles
Empathy
Reliability
Assurance
Responsiveness
Quality Gaps Model
Parasuraman et al. 1985
Zone of Tolerance
Parasuraman et al. 1991
Quality Management
Quality Assurance
Quality Control
7 Key Tools to Quality Control
Histogram
Any Improvement?
Control Chart
Is it Controlled?
Scatter Diagram
Correlation between causes
Pareto Chart
Tally Chart
Current Problems
Cause & Effect Diagram
Problem cause
Stratification
Current problems
Creation of Shared Value (CSV)
Michael Porter and Mark Kramer 2011
New Business Opportunities:
Increased Profitability
Strengthen Competitive Positioning
New Markets
Leadership & Management
Management (well-known processes)
Budgeting
Staffing
Planning
Leadership (evolving the organisation)
No heirarchy
Vision
Finding opportunities
Motivation
Theories
Herzberg 1950 - Two Factor Theory
Motivation Factors
Feeling valued
Career Progression
Purpose to Work
Hygiene Factors
Clear policies
Company Benefits
Relationships with coworkers
Maslow 1943 - Hierarchy of Needs
4) Esteem
Feel confident & respected
3) Love/Belonging
Friendships / Family / Relationships
5) Self-actualisation
Fulful Potential
2) Safety & Security
Material / Psychological
1) Physiological
Food / shelter / warmth
Each level 1-5 need to be satisfied in order to move onto the next level