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Building long term success - Coggle Diagram
Building long term success
Political context
Stakeholder analysis
Power vs interest matrix
Managing political context
Hartley + Fletchers political astuteness framework
Workers voice
How best be heard
Ensure channel for voice
Ensure outcome is amicable
Increase trust in management
Why it matters
Workers expect "a say" in matters that affect them
Potentially stop bad practises
Increase moral, productivity and unity
Empowers employees
Importance of quality
Increases sustainability
Quality management
Internal processes are dealt with as customer-supplier processes
Focus on improvements rather than not making errors
Whole organisations responsibility
Individuals take responsibility
Cost of quality
appraisal costs
internal cost of defects
prevention costs
external costs of defects
Quality assurance
covers all elements need to fulfill the technical product or service requirements for quality
Quality control
covers all areas to make sure finished product is or service meets expectations
Improving performance
The importance-performance matrix
develop improvement plans
Operational risk and resilience
key terms
Impact
Likelihood
Hazard
Risk
assessing risk
risk assessment matrix
Ericsson's risk mitigating strategies
Transfer
Share
Reduce
Take
Avoid
Managing risk
Reduce the likelihood
Recover from the event
Reduce the impact
Relationship marketing
Benefits of relationship marketing
More cost-effective
Provides profit over customers lifetime
Customer loyalty
Customer value and satisfaction
Service-dominant logic
5 axioms
Types of relationships
Special market relationships
Mega relationships
Classic market relationships
Nano relationships
Relationship marketing loyalty ladder
Exploration
Expansion
Awareness
Commitment
Dissolution
Business to business relationships
four key relationship constructs
norms
trust
commitment
dependence
Internal Marketing
Benefits
Provides focus for staffs roles
Supports customer relationships
Promotes coherent bran identity
Enables staff to feed back information