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B207 Block 3 Building long-term success (Relationship marketing (Types…
B207 Block 3 Building long-term success
Politics of business and management
Astuteness skills
Personal
Interpersonal
Reading
people
situations
Building
alignment
alliance
Strategy
Direction
Scanning
Politics
Public space
Values/Interests
Power
Political games
Societal
Organisational
Analyse
Identify
Stakeholders
influence
goals
high/low power/interest
Employee Voice
why
Information
Consultation
Idea Generation
Productivity
Effective outcome
Workers heard
Surveys
Trust
Rewards
non-union
Unions
Voice gap
Evolve
Public servants
Positive expression
Productivity puzzle
Employee involvement
Positive effects
.
Satisfied Employees
Discretionary effort
Flexibility
Development
Individual
Collaborative
Company innovation
.
Appraisal
.
Sustainability
reduces effects of crisis
.
Crisis Management
Employee sabotage
Anti company
Service recovery failure
Unintentional
Under performance
lateness
Absence
lack of care
Change management and leadership
minimise disruption
on budget
Efficient
groups
relationships
Training
.
Task force
tools
control
affordable
Importance of quality
Business Sustainability
.
Issues
reputation
cost
customer relationships
improve processes
six stigma
cost
prevention
Appraisal
measuring
internal
defects
external
assurance and control
Quality assurance
meets criteria
product
service
customer perspective
proactive
Quality control
technical
manufacture
delivery
reactive
7 key tools
what
cause and effect
Correlation
groups
relationships
scatter
improving
data distribution
histogram
in control?
current problems
tally
stratification
Pareto
management
Whole organisational responsibility
.
Internal marketing
communication
values
benefits
Coherence
focus
relationship building
internal
.
external
.
feedback
.
brand champions
Management is not leadership
management
Processes
planning
budgeting
staffing
measure performance
.
authority
produce
Leadership
future planning
vision/values
aligning people
empowerment
.
advocate change
.
Relationship marketing
loyalty
value
satisfaction
B2B
commitment
Trust
Service dominant logic
creates value
social economic
Fundamental
Types
seller maintained
buyer maintained
bilateral
classic
networks
dyads
triads
special
groups
stakeholders
.
mega
personal
social
nano
organisation functions
.
.
effects
change / innovation
collaborative relationships
external relationships
sustainability
measuring performance
accountability
measure performance
Key: Lines in yellow show connections between branches
Figure 5 Mind Map, Building long-term success (The Open University, 2017e)
