PPT-Chapter 10 People as Strategy: Managing Service Consumers

Chapter Objectives Understand the importance of the consumer in the production of a service and the impact consumer performance can have on both the operational efficiency of the business and customer satisfaction. Rachel Perkins BA, MPhil (Clinical Psychology), PhD, OBE. Senior Consultant, UK Implementing Recovery through Organisational Change Programme. Co-editor . Mental Health and Social Inclusion. Journal. Aarhus. The Team. The . I. dea. The aim of the Goldfish project is. :. ‘. To . collect the . data. . of water consumption and . use . the . data. . to . create awareness . of private consumers habits’. “When you innovate, . you’ve got to be prepared . for everyone telling you . you’re nuts.” . Larry Ellison, Founder Oracle Corporation. 2. http://www.achievement.org/autodoc/page/ell0bio-1 . Copyright © . 2015 . McGraw-Hill Education. . All . rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.. Learning Objectives. LO 1. Summarize the major challenges of managing in the new competitive landscape. People. for . . Service Advantage. Overview of Chapter 11. Service Employees Are Crucially Important. Factors Contributing to the Difficulty of Frontline Work. Cycles of Failure, Mediocrity, and Success. Commercials and Advertisements. in Our Modern Media. WHAT IS THE GOAL?. The primary purposes of advertising are:. To . inform. people about a product or service offered, and. To . persuade. people to choose this particular product or . Steve Joiner. Wayne . Scott. . What is Managing Up? | How Well Do You Know Your Boss? | Strategy Exchange. Katherine Hepburn. You can't just be talented: You have to be terribly. Chapter Objectives. Understand the importance of customer facing employees.. Understand the stresses and strains faced by typical service employees and how this is likely to influence their behavior.. © . 2015 . Cengage Learning. MGMT7. © . 2015 . Cengage Learning. 18-1. discuss the kinds of productivity and their importance in managing operations. 18-2. explain the role that quality plays in managing operations. Behavioral Health Issues:. Philosophy of Service at UBHC . Marie Verna. Program Support Coordinator. Behavioral Research and Training Institute . 732-235-9289. Serving People. Managing Behavioral Health Issues. “When you innovate, . you’ve got to be prepared . for everyone telling you . you’re nuts.” . Larry Ellison, Founder Oracle Corporation. 2. http://www.achievement.org/autodoc/page/ell0bio-1 . Gerald, Brett, Courtney, Ryan, Scott, Brandon, William, Kara . Preview of Main Points. Build Execution into a Strategy. Poor Process Can Ruin Strategy Execution. The Power of Fair Process. The Three E Principles of Fair Process. : Mission and Vision. Steps of Strategic Management Process. Ch. 4 & 5. Ch. 6, 7, & 8. Ch. 9 & 10. Ch. 11. SWOT Matrix . WO Strategy. (make up for weaknesses and capture opportunities). joint venture, vertical integration, or . . People, Leadership, and Culture. Bongsun Kim. Korea University Business School. Steps of Strategic Management Process. Ch. 4 & 5. Ch. 6, 7, & 8. Ch. 9 & 10. Ch. 11. CEO Characteristics - Strategy Fit.