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Creating long term success - Coggle Diagram
Creating long term success
Continuously creating value
Innovation required
Internally
Processes
Affect organisation
Affect manufacturing process
Affect operation process
Change
Employee will show resistance
Change needs to be managed
Externally
Products & services
Marketing/ customer focussed
Management of relations
Internally
Impact and role of staff
Staff at the heart of the brand experience
Staff stands behind the product
Promotion/ communication required in 2 directions
Externally
Maximising the lifetime value of a customer
Customer loyalty
Customer satisfaction
Different types of relationships
Model Dwyer
Seller/ buyer maintained and bilateral
Model Peck
Loyalty ladder
Model Gummesson
30R's
Business to business
Model Zhang
Dynamic process
Customer trust
Service-dominant logic
How to measure success?
Ambler method based on 10 criteria
Brand & customer equity
Materiality matrix
Only success when delivering quality
Quality management
From customer perspective/ customer needs
From organisation perspective
Quality control
ex.: ISO 9000
Quality assurance
Leadership & management should be shown/ leadership is not equal to management
Leaders
As Position
As purpose
As process
As result
As person
Vision!
Managers
Authoritative
Participative
Mentor
Pace setting
Networking
Control the process!
Risk management
Matrix of risks in the business
Hazards
Impact
Likelihood
Mitigation plan