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B207 an Overview (Block 3:Building long-term success (Quality and…
B207 an Overview
Block 3:Building long-term success
Creating Shared Value
Quality and performance management
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Quality control
Quality assurance
Controlling quality (tools)
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Histogram
Control chart
Scatter diagram
Pareto chart
checklist
Cause and effect
Stratification
Importance-performance matrix
Innovation
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Cycles of innovation
Time frames for innovation
Relationship Marketing
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Internal Marketing
Benefits
Coherent brand
Focuses staff
Supports customer relationship building
Staff feedback to organisation
Moments of truth
Customer Loyalty
Customer satisfaction
Customer value
Benefits
Cost effective
Customer equity
Customer retention
Service-dominant logic
Co-created value
Service is basis of exchange
Importance of front-line staff
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Leadership
Models of leadership
Person
Result
Position
Purpose
Process
Block 1: Big Ideas in organisations
Marketing
Marketing mix
4p's
7p's (services)
Marketing research
Segmenting and targeting markets
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Operations
Operations strategy
Capacity
Supply Chain
Technology
Workforce
Performance objectives
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Quality
Speed
Flexibility
Sustainability
Dependability
Cost
Finance
Raising finance
Debt factoring
Bank overdrafts
Lease finance
Equity finance
Venture capital
Working capital
Strategic Coordination
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Conflict areas
Different task orientations
Reliance on different data sets - qualitive vs quantified
Profit-orientated = marketing
Cost-orientated = operations
Demand chain management
Holistic approach
Design of processes
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Four step approach to process design
Design factors
Four v's
Variation
Visibility
Variety
Volume
Process choice
Layout
Physical implementation
QFD Matrix
Block 2: Competing in a global context
Globalisation
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Convergence
Global Thinking
Divergence
Innovation
Localised
Human Resource
Management
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International Marketing
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Standardisation vs Adaptation
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Expansion Triggers
Domestic Markets
Consumers
Competition
Branding
Brans Name Spectrum
Crossvergence
Global Trade environment
Five forces model of competition
Diamond model
Comparative advantage
Relative
Absolute
Global economics
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Transfer Pricing
Currency fluctuations
Financial regulations
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IFRS and IASB
Transparency
Accountability
Efficency
McBurger Index
Ethics
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Consumerism
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Emerging Economies
Lower Incomes
Cultural
Homogenisation
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Loss of Idnetity
Poor Consumer Protection
Corporate Social
Responsibility
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Corporate Morality
Ethical Principles
Triple Bottom Line Approach
Ethical, Social, Environmental