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Leadership for Long Term Success, Drives alignment of systems andâŚ
Leadership for Long Term Success
Vision and DirectionđŻ
Aligns interdepartmental decision making
Kotter's 8-Step Change Model (vision and urgency)
Organisational purpose and long-term goals
Organisational Alignmentâď¸
Reduces silos and conflicting priorities
7S: strategyâsystemsâskills aligned
Supports consistent service delivery
Service and Quality Leadershipâ
Emphasis on prevention over correction
Quality built into processes
Reduces service variability
Supports internal service quality between departments
Focus on service design vs delivery
Design failures â delivery failuresâ ď¸
People and cultuređĽ
Leadership â motivation & behaviour
Builds collaborative, customer-focused culture
Theory Y encourages trust and autonomy
Internal and relationship marketingâ¤ď¸
Customer loyalty & retention
Links employee experience â customer experience
Internal marketing aligns staff with organisational goals
Change and Adaptabilityđ
Managing resistance to changeđ§
Lack of involvement
Lack of communication
recognising change as loss
Enables continuous improvement and long-term growth
Lewin's Change Management Model
Drives alignment of systems and structure
Employee engagement drives customer experience
Aligned staff improve service consistency