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Building long-term success (Measuring success (Brand equity, New products,…
Building long-term success
Measuring success
Brand equity
New products
Gross margin
Sales
Customer Satisfaction
Market share
Profitability
Importance of quality
Quality control
7 tools to control quality
Sustainability
Quality assurance
Customers expectations
Cost
Appraisal
Internal /External costs of defects
Prevention
Marketing
Relationship marketing
Service dominant logic
Customer value and satisfaction
Commitment and trust
Customer loyalty
Customer orientation and communication
Internal marketing
Promotes brand identity
Provides motivation /focus for employees
supports relationship building with customers
Politics
Perspective
Societal
Organisation
Managing political context
Managing relations with stakeholders
Political astuteness
Strategic thinking
Analysis
Stakeholders
Interest
High
Key Players
Low
Keep informed
Power
High
Keep Satisfied
Low
Minimal effort
Crisis management
Causes of crisis
Internal issues
Sabotage
External issues
Scandal
Managing crisis issues
Assess the incident
Acknowledge the problem
Formulate a response
Implement the response
Operation risk and resilence
Hazards
Organisational
Customer
Human error
Supply
Impact
Impact matrix
Safety
Financial
Organisational
Public relations
Environmental
Controlled
Improving performance
Customer wants/needs
Importance-performance matrix
Compare performance against competitors
Match performance against characteristics
Performance scale
Performance importance
Employee relations
Changing Aspects
Unions
Collective bargaining
Potential Issues
Management vs Leadership
Person, result, position, purpose and process
Strategic leadership
HRM
Create shared value
New ideas into the market
Social and economic growth
Problem solving