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Block 3- Building Long Term Success B207- Leah Kirk- TMA03- F5915179 -…
Block 3- Building Long Term Success
B207- Leah Kirk- TMA03- F5915179
Quality and Improvement
Cost of Quality
Prevention Costs
Appraisal Costs
Internal Failure Costs
External Failure Costs
Quality Assurance (QA)
Quality Control (QC)
Seven Key Tools (Moore, 2017)
Histogram
Control Chart
Scatter Diagram
Pareto Chart
Checklist
Cause and Effect Diagram
Stratification
Six Sigma
Quality Systems
ISO 9000
EFQM Excellence Model
Employment Relations
Perspectives
Economic perspective
Macro
Micro
Legal perspective
Regulation perspective
Negottiation
Between managers
Grievance handling
Bargaining
Group problem solving
Employee Inclusion
Accounting for Values
Ten ways to create shareholder value
(Rappaport, 2006)
Four options for measuring value created (Merchant and Sandino, 2009)
GAAP
Market Measure
Improved, non-GAAP profit measures.
Extensions of the measurement window
Combinations of measures
Three forms of accrual accounting
Historical Cost
Deprival Value
Fair Value
Bill George- rethinking capitalism- Deliver value to customers
Shared Value (Porter and Kramer, 2011)
CSR
Collective Impact to change values (Kramer and Pfitzer)
common agenda
measuring results consistently
mutually reinforcing activities
continuous communication
backbone organisation(s)
Operational Risk
Hazard
Likelihood
Impact
Risk
Source of operational risk
Supply Failures
Failures within the operation of process
Product/Service design failues
customer failures
environmental disruption
ORM (Operational Resilience Management)
Ericsson Risk Mitigation Strategies
Avoid
Reduce
Transfer
Share
Take
Marketing
Relationship Marketing
Cost-effective to retain than replenish
Retaining customers provides profit over the customer lifetime
Customer Loyality
Commitment, trust, customer orientation
and communication
Service-dominant logic
Types of Relationships
Seller-maintained (asymmetric relationship)
buyer-maintained (an asymmetric relationship)
bilateral
Classic market relationships
Special market relationships
Mega relationships
Nano relationships
Relationship life cycle
Awareness
Exploration
Expansion
Commitment
Dissolution
Indicators
Psychological
Behavioural
Economic
Internal Marketing
4 levels of internal communication
Line management
Internal team peer
Project peer
Internal corporate
Types of Employees
Brand Champions
Brand Agnostics
Brand Cynics
Brand Saboteurs
Leadership and Management
Five forms of phenomenon
Leadership as Person (WHO)
Leadership as Result (WHAT)
Leadership as Position (WHERE)
Leadership as Purpose (WHY)
Leadership as Process (HOW)
Strategic Leadership
Leadership and Motivation
Herzberg two factory theory of motivation
The presence of motivation factors
The absence of hygiene factors
Maslow’s hierarchy of needs
Self Actualisation
Esteem
Love/Belonging
Safety and Security
Physiological
Politics of Business
organisational power dynamics
competing values and interests
Importance of analysing political games
soft skill of political astuteness.
Hartley and Fletcher’s political astuteness framework
Engage in relationships with other individuals of organiations
Stakeholder Analysis
Level of Power & Interest
A) Minimal Effort
B) Keep Informed
C) Keep Satisfied
D) Key Players
Strategic thinking