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Linking Long term Success (Marketing (Customer Loyalty, Relationship…
Linking Long term Success
Quality
EFQM Excellence Model
7 Tools for controlling quality. Histogram - Control Chart - Scatter diagram - Pareto Chart - Checklist - Cause & effect diagram - Stratification
Marketing
Customer Loyalty
Relationship marketing loyalty ladder
Service Dominant Logic
Trust Orientation and Communication
Measuring Success
10 Key Marketing measures: Profit - Sakes - Gross Margin - Awareness - Market Share - No of New products Relative Price Customer Dissatisfaction - Distribution & Availability
Basic Materiality Matrix
Crisis Management
Four Step framework for managing scandals
Griffin's Top 10 Recommendations 1: Prepare your leaders - 2: Simplify the crisis management manual - 3: Understand powers and limitations 4: Focus on competence - 5: Watch the team dynamic 6: Communicate early and often 7: Don't forget your own people 8: Own the Crisis - 9: Practice, Practice, Practice - 10: Show, Don't tell
Leadership & Management
Process view of leadership by Pierce and Dunham (1989)
Identifying leaders
Shared Economy / Power
Empowering workers
Shareholder power
Talent Show