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🧱 3️⃣ (Quality # (Control (7️⃣ 🔑 🛠 (Use all (Overall analysis), ////,…
🧱 3️⃣
Quality
#
Assurance
Control
7️⃣ 🔑 🛠
////
🐟🦴diagram
Pareto 📊
Use all
Overall analysis
Scatter
📈📉
Histogram📊
Importance-performance
Slack et al. (2004)
6️⃣ sigma
Quality gap
Parasuraman et al. (1985)
💵 of quality
Slack et al. (2006)
Evolution of continued improvement
Helleman & Liu (2013)
Zone of tolerance
#
Dimensions of service quality
Parasuraman (1991)
💵 💰
Innovation 🚲
Long 🌊 of economics
Virtious
💻 📱 Life
Vicious
🏦 🏭 🏫 🚉
CSV
Eco-system
Collective working
🔑 ⛹️♀️
Gov
Rivals
NGO's
📏 value creation
4️⃣ options
Long-term
#
📏
FVA
Diprival value
HCA
Short-term 💭 🤔
Can destroy
#
Porter & Kramer (2011)
Crisis management
Top 🔟
Griffin (2008)
4️⃣👣
Managing scandals
Tybout & Roeham (2009)
External
Fake 📰
📱 💻 media
Effect
Rebound
Overspill
Effects
Perception
Saboteurs
Consumer
👨💼👨🚒👮♀️👩⚕️👨⚕️
🏦 🏭 🏫 🚉 actions
👫 marketing
#
#
Develop
Long-term
Repeat purchases
Exchanges
Collaborative
Discrete
🧠
#
📱
🏦 🏭 🏫 🚉 2️⃣ 🏦 🏭 🏫 🚉
Internal marketing
#
Brand
Bring alive
Connect with
Believe in
Match external
⏰
Understand vision
Reason to care
Employment relations
👨💼👨🚒👮♀️👩⚕️👨⚕️
🗣️
Inclusion
Participation
Outcomes
🏆-🏆
🏆-lose
Lose-lose
🤝
Grievance handling
Bargaining
Between managers
👨👩👧👦 💭 🤔
Perspectives
Legal
Regulations
Economic
Change management
Diffusion of innovation
Rogers (1962)
5️⃣ Categories of 👩🏼🦰👨🏻🦰👱🏻👱♀️👨🏻🦳
Critical mass
🔥 platform
Connor (1993)
Create sustainable transformation
Resilience
📏 success
#
#
🔑 marketing📏
Awareness
Market share
Gross margin
🔢 of new products
🛍
💰 💵
Relative 💵
😊/ 😔
#
🚛/ availability
Other📏
Equity
Brand
Customer
⏰
#
#
Basic materiality
Crane & Matten (2016)
Motivation
#
Golden ⭕️
❓
❓
❓
Herzberg's 2️⃣ factor
Maslow's hierarchy of needs
Leadership
Affected by
Colleagues
👩💼
👻
👨👩👧👦
👯♀️👯♀️
Culture
🏫
🏦 🏭 🏫 🚉
👩🏼🦰👨🏻🦰
Understand business
#
Leadership
#
As a
Result
Process
🧍
Position
Purpose
Across 🏦 🏭 🏫 🚉
Different levels
Of hierarchy
Strategic
Criteria
Qualities
Complex alignment
#
Leadership
Personnel
Main 💡 💭
Capabilities
Politics of 🏦 🏭 🏫 🚉 ➕management
Political astuteness
Hartley & Fletcher (2000)
5️⃣ categories
3️⃣ Concepts
Competing values ➕ interests
🔋
Public space
Analysis
Stakeholder
🔋 vs interest
Johnston et al. (2008)
Value
Develop
Continually
Long-term
Short-term
Update
💻 📱 🥘
👩⚕️ 👨🚒 👮♀️
Culture
Norms
Procedures
⛹️♀️
#
Employers
Stakeholders
Leaders
Be open
New approaches
#
Different values
#
Ways of doing things
#
Empowerment
#
#
💰 ⏰ in individuals
Enable
Incentives
🤔 💭
Reach full potential
👩🏼🦰👨🏻🦰 develop differently
Operational risk
#
🔑 terms
Risk
Analysis
Management
Perception
Matrix
#
#
Resilience
💥
How
🏦 🏭 🏫 🚉 🥅
💷 💰
📰 📻 📺
🌳🏞️🌊
🦺👷🥽
Likelihood
☠️
From
💻 📱 🎧 📺 📻
Customers
🧍capital
🏦 🏭 🏫 🚉
Supply ⛓
Risk mitigation strategy
Share
↔️
⬇️
Avoid
Take
Potential sources
❌
🏞️ disruption
💻 📱 🥘 / 👩⚕️ 👨🚒 👮♀️ design
Op's/ process
Customers
Supply
References
💻
The Open University (2019)
📖 📚
The Open University (2017)
GGND
Strategy
5️⃣ Stages
Shareholder value
Create
🔟 principles