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B207 Block 3 - Building Long Term Success - Coggle Diagram
B207 Block 3 -
Building Long Term Success
Measuring Success
Customer satisfaction
Sales
Profit
Gross Margin
Market Share
New Products
Crisis and Scandal
Scandal Management
Griffin, 2008
Crisis Management
Assess - Acknowledge - Response
Causes
Internal
External
Tybout and Roehm, 2009
Politics
Perspective
Social
Organisation
Analysis
Stakeholders
Interest
High
Key players
Low
Keep Informed
Power
High
Keep satisfied
Low
Minimal effort
Managing political context
Managing relationships with stakeholders
Political astuteness
Personal skills
Interpersonal skills
Reading situations and people
Building alliances
Strategic thinking
Hartley and Fletcher, 2008
Importance of quality
Quality control
Quality
Performance/ Importance model
Operational risk/ resiliance
Assessment
Hazard
Impact
Liklihood
Risk
Sources
Supply failure
Customer Failure
disruption
Operational failure
Design failure
Cost of quality
Defects
Reutation
Dimensions of service quality
Quality Gaps model
6 Sigma
Continuous Improvement
Cost
Appraisal
Prevention
Internal/ external costs for defects
Quality assurance
Meet customers expectations
Sustainability
Marketing
Benefits
Cost effective
Trust
Customer Loyalty
Relationships
Partners working in unison
Improving Performance
Compare performance against competitors
Importance of performance mix
Customer wants/ needs
Performance scale
Performance importance
Operational risk & Resiliance
Hazards
Supply
Human error
Customer
Organisational
Impact
Impact matrix
Environmental
Saftey
Financial
Organisational
Public relations
Controlled
Employee relations
Negotiation Types
Between managers
Grievance handling
Bargaining
Group issue solving
Negotiating Outcomes
No agreements secured
Long term relationships form
Employee Empowerment
Flexable hours
Inclusive
Employee Voice
Individual
Collective (Union)
Shareholder value
Value Creation
CSR
Accural accoutning
Innovation value chain