B207: Building Long-term Success 
Politics of business and management
Political astuteness skills
Organisational perspective
Political astuteness framework
Societal perspective
Political contexts
Institutions
Values
Power
Interests
Reading people and situations
Building alignment/alliances
Personal/Interpersonal skills
Strategic direction and scanning
Engaging in relationships with organisations and individuals #
Power v Interest matrix
Cycles of Innovation
Vicious Cycle - generates a negative outcome
Business Cycle #
Virtuous Cycle - produces a good outcome
Waves of Economics
Product Life Cycle
Market Economy
Connected periods of expansion then recession
New technology or product to create significant economic growth
Employment relations
Legal perspective
Empowerment
Employee participation
Economic Perspective #
Employee inclusion
Types of Negotiation #
Flexible working
Macro-economic level analysis
Micro-economic level analysis
Bargaining
Between managers
Group problem solving
Grievance handling
Quality and Improvement
Dimensions of service quality
Seven Key Tools #
Quality control QC
Quality gaps model #
Quality assurance QA
Six Sigma
Perception based quality models
Scatter diagram
Pareto chart
Control chart
Checklist
Cause and effect diagram
Stratification
Histogram
Responsiveness
Assurance
Tangibles
Empathy
Reliability
Exploring customer satisfaction
Zone of tolerance
Expectation of service level
Adequate/Desired
Marketing in the long-term
Relationship marketing
Internal marketing #
service-dominant logic
Types of relationships
Customer value and customer satisfaction
Life Cycle
Customer loyalty
Marketing loyalty ladder
Buyer-maintained
Bilatera
Seller-maintained
Client
Advocate
Supporter
Partner
Prospect
Purchaser
Expansion
Commitment
Exploration #
Dissolution
Awareness
Indicators
Behavioural
Psychological
Economic
Relationship states
Transitional
Transactional
Communal
Migrate mechanisms
Damaged
Relationship constructs
Betrayal
Endowment
Recovery
Neglect
Exploration
Dependance
Norms
Commitment
Trust
Ethical
Types of employees
Unfair customers
Internal marketing communication
Leadership and management
Leadership
Budgeting
Structuring jobs
Planning
Staffing Jobs
Process
Measuring performance
Problem solving
Taking and finding opportunities
Motivational theories
Hertzbergs two factory theory
Maslow's hierarchy of needs
Presence of motivation
Absence of hygiene
Esteem
Physiological
Safety & security
Belonging
Self actualisation
Long term
Medium term
Short term
STEEPLE
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