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Block 3 building long term success (Managing Crisis (Tybout and Rohem…
Block 3 building long term success
Quality
Long term viability of business
Cost of production
Bad reputation business DO not last
Customer satisfaction
Measure expected V actual outcome
Subjective
Quality gaps model
Objective
Histogram etc
Fit for purpose
Service experience
Operational Risk
Harmful event - negative consequences
Risk assessment
Risk mitigation
Financial implication
Resilience / continuity
Managing and recovering
Politics
Political astuteness
Interpersonal skills
Political games
Power dynamics
Varied interests & values
Value
Somethings 'worth'
External / Internal value
Balancing stakeholders wants
Timescales
Innovation for the future
Innovation to increase value
Organisational culture
Valued workforce
Nurtured employees
innovation
Brand value
Accounting for values
CSR
charity
Not for profit
Financial value
Performance management / appropriate methods
Financial statements
Good quality
Aid in decision making
CSV
Profitable business activities
Meeting societal needs
Measuring value creation
Change management
(DR. John Kotter, 2012)
Future planning
Continuous improvement
Supervision / Monitoring
Innovation success
Resistance
Clear vision
Communication is key
Employee relations
Interactions between employee - employer
Law
Contarcts
Organisational policies
Employee inclusion
Empowerment era
Staff development
Flexi working
Motivation
Maximise productivity
Employers increased power
Reduced unions
Impacted employee rights
Government promotes economic growth
Pro business policies
Relationship Marketing
Business to business
Repeat custom
Response to feedback
Emotional triggers
Social media
Brand relations
Customer focused
Managing Crisis
(Tybout and Rohem,2009)
Preparation
Processes implemented
Innovative approaches to remain resilient
Ability to respond
Potential for significant damage
Communication with all stakeholders
Social media awareness
Four step framework
Griffins top ten recommendations
Leadership
Future thinking
Creation vision
Followership
Inspiration
Influential
Trust
Empowerment
Change
Innovation
Time and innovation
Long term
New approach
Higher risk
Short term
Extension of current product
Quick returns
Medium term
Recreation
Investment required
Cycles
Economic waves
Vicious circles
Negative
Virtuous circles
Positive
Aaron Hopkinson
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