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Block 3 - Building Long Term Success r0_0_6000_4000_w1200_h678_fmax,…

- - - - Appraisal
      - Internal defects
      - Prevention
      - External defects
    - - Tools
        
        Histogram
        
        Control chart
        
        Scatter diagram
        
        Pareto chart
        
        Checklist
        
        Cause and effect diagram
        
        Stratification.
    - - Quality Gaps Model
  - - - Impact
      - Likelihood
    - - Reduce Likelihood
      - Recover
      - Reduce Impact
      - Ericsson’s risk mitigating strategies
    - - supply failure
      - Operation/process failure
      - Product/service design failure
      - Customer failure
      - Environmental disruption
- - - - Value
      - Loyalty
    - - 5 Axioms
    - - 30Rs
        
        Special Market
        
        Nano
        
        Classic Market
        
        Mega
      - Dwyer et al
        
        Buyer-maintained
        
        Bilateral
        
        Seller-maintained
      - Ladder of loyalty
      - Life Cycle
    - - Transactional
      - Relational
    - - Communication #
      - "Moments of truth"
      - Critical service interactions
      - Employees
        
        Agnostics
        
        Cynics
        
        Champions
        
        Saboteurs
- - - - Empowerment
        
        Participation
        
        Inclusion
  - - - Golden circle model
      - Theories
        
        Herzberg’s two factor theory
        
        Maslow’s hierarchy of needs
    - - Position
      - Purpose
      - Result
      - Process
        
        Followership
      - Person
- - - - Medium Term
      - Long Term
      - Short term
    - - Life
      - Virtuous
      - Business
      - Vicious
  - - - Deprival value
      - Fair value
      - Historical cost
    - - Improved, non-GAAP profit measures
      - Extensions of the measurement window
      - Market measures
      - Combinations of measures