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Long-Term Success (Innovation (Cycles of Innovation (Virtuous Cycles,…
Long-Term Success
Innovation
Short-Term
Medium-Term
Long-Term
Joseph Schumpter "Creative Destruction"
Positives
Improve Business
Encourage employees for ideas
Cycles of Innovation
Virtuous Cycles
Vicious Cycles
Product Life Cycle
Business Cycle
Negatives
Criticised due to upheaval
Hard to sustain innovation
Value
Internal
Promote Innovation
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External
Value to customer
Points of view
Marketing
New media technology
Operations
Faster &efficient methods
Finance
New capital
Human Resources
Talent of new workers
Quality and Improvement
Long-term viability
Bad reputation
Failing business
Good reputation
Repeat custom
How is it managed?
Quality assurance
Satisfying customer requirements
Used by marketing and design
Quality control
Fulfilling a product/service
Used by manfucaturing
Used by service deliverers
Perceptions based quality models
Quality gaps model
Parasuraman et. al, 1985
Zone of tolerance
Parasuraman et. al, 1985
Low Level
Adequate service
High Level
Customer desires
Employment Relations
Inclusion
Individual Empowerment
Participatory
Influence organisational decision making
Marketing
Internal
Pushing brand identity
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Unfair customers
Types of employees
Brand Champions
Brand Agnostics
Brand Sabotagers
Relationship Marketing
Benefits long term custom
Developing repeat customers
Build two-way communications
Conway and Swift, 2000
See things from customer perspective
Reliable services given
Long Wave Economics
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Unable to impact bottom line
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