【正文】 Services value 服務(wù)價(jià)值l Product value 產(chǎn)品價(jià)值l TOTAL CUSTOMER COST determined by: 全部顧客成本由下列確定：l Moary cost 金錢成本l Time cost 時(shí)間成本l Energy cost 能源成本l Psychic cost 心理成本So what’s this thing called SATISFACTION因此什么叫做滿意l Is it tangible or intangible, can I touch it, smell it, feel it, or is it a figment of my imagination? 它是有形的還是無形的、摸的著、聞的到、感覺的到？或者還是我的想象中虛構(gòu)的？l SATISFACTION? 滿意？l Is a person’s feelings of pleasure or disappointment resulting from paring a product’s perceived performance (or oute) in relation to his or her experience 通過比較產(chǎn)品感覺到的效果（或特點(diǎn)）人的滿意或失望的感覺同他或她的經(jīng)驗(yàn)有關(guān)嗎？High Performance Business高性能的業(yè)務(wù)l Set strategies to satisfy KEY – “Stakeholders” 設(shè)立滿意關(guān)鍵策略 “利益相關(guān)者 ”l By improving critical business – “Processes” 通過改進(jìn)關(guān)鍵業(yè)務(wù) “進(jìn)程 ”l And aligning – “Resources” with the “Organization” 并對(duì)齊 “資源 ”和 “組織 ”The Generic Value Chain“Will mean higher MARGINS”普通價(jià)值鏈“將意味著更高的邊際 ”l SUPPORT ACTIVITIES: 支持活動(dòng)：l Firm infrastructure 公司基礎(chǔ)組織l Human resource management 人力資源管理l Technology department 技術(shù)部門l Procurement 采購(gòu)l PRIMARY ACTIVITIES: 初級(jí)活動(dòng)：l Inbound logistics 回本地的物流l Operations 作業(yè)l Outbound logistics 開往外地的物流l Marketing and sales 市場(chǎng)和銷售l Service departments 服務(wù)部門Example of Value Chain“Remember – petition is between NETWORKS, not panies. The winner is the pany with the better NETWORK!價(jià)值鏈舉例“記?。焊?jìng)爭(zhēng)是網(wǎng)絡(luò)間的而不是公司間的，成功者擁有更好網(wǎng)絡(luò)的公司l Levi Strauss’ ValueDelivery Network: Levi Strauss的交付價(jià)值網(wǎng)絡(luò)l Starts with Sears (retail) who submits an ORDER to Levi’s (apparel) Sears（ 零售商）開始，他將一個(gè)訂單交給 Levi（ 服裝商）l Then Levi’s (apparel) who submits an ORDER to Milliken (fabric maker) 然后 Levi（ 服裝商）將訂單交給 Milliken（ 織布商）l The Milliken (fabric) DELIVERS fabric to Levi’s (apparel) who DELIVERS (product) to Sears (retail) Milliken（ 織布商）將織物交付給 Levi（ 服裝商）他將（產(chǎn)品）交付給Sears（ 零售商）Example of Value Chain“Remember – petition is between NETWORKS, not panies. The winner is the pany with the better NETWORK!價(jià)值鏈舉例“記?。焊?jìng)爭(zhēng)是網(wǎng)絡(luò)間的而不是公司間的，成功者擁有更好網(wǎng)絡(luò)的公司l DuPont (Fibers) invents new fiber processing, who NOTIFIES Milliken (fabric) who ORDERS new fiber material DuPont（ 纖維商）發(fā)明了新的新的纖維生產(chǎn)工藝，他通知了購(gòu)買新纖維原料的 Milliken（ 織物商）l Sears (retailer) who will eventually sell new “improved” product to CUSTOMER who will ORDER new product if satisfied with the NETWORKS PERFORMANCE Sears（ 零售商）最終將銷售新 “改進(jìn) ”的產(chǎn)品給如果滿意網(wǎng)絡(luò)效果并訂購(gòu)新產(chǎn)品的顧客SATISFIED CUSTOMERS顧客滿意l Are loyal customers 是忠實(shí)的顧客l Buy more (new products upgrades) 購(gòu)買更多（新產(chǎn)品和升級(jí)產(chǎn)品）l Spread favorable wordofmouth 傳播贊許l Are more brand loyal (less price sensitive) 更忠于品牌（對(duì)價(jià)格名感度低）l Offer feedback 提供反饋l Reduce transaction costs 降低交易成本Customer Development顧客開發(fā)l Three TYPES of customers: 三種顧客：l 1) Suspects 懷疑型的l 2) Prospects 期望型的l 3) Disqualified prospects 失望型的l The most important to businesses is: 對(duì)業(yè)務(wù)來說最重要的是： l PROSPECTS! 期望l Prospect evolution: 期望演變Customer Development顧客開發(fā)l 1) Firsttime customers 第一次的顧客l 2) Repeat customers 重復(fù)的顧客l 3) Clients 客戶l 4) Advocates 擁護(hù)者l 5) Partners 伙伴l CAVEAT: If your prospects are MISHANDLED they can bee: “Inactive customers” or “EXcustomers” 警告：如果你的期望者受到錯(cuò)誤處理，他們會(huì)變成的怠惰顧客或前顧客The Profit Triangle利潤(rùn)三角形l PROFIT (the central focus) is affected by: 利潤(rùn)（中央焦點(diǎn)）受到下列的影響：l 1) Internal operations 內(nèi)部作業(yè)l 2) Competitive advantage 競(jìng)爭(zhēng)優(yōu)勢(shì)l 3) Value creation 價(jià)值產(chǎn)生Good Stuff Right?Well, let’s talk QUALITY好材料？讓我們談?wù)勝|(zhì)量l What is QUALITY? Think about it a moment (considering your field of work) and create a definition for us – START NOW! 質(zhì)量是什么？想一想（考慮以下你的工作領(lǐng)域）給我們一個(gè)定義 現(xiàn)在開始l GENERIC DEFINITION of “Quality” 產(chǎn)生 “質(zhì)量 ”的定義l Is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. 同產(chǎn)品或服務(wù)的滿足能力以及潛在需求相關(guān)的性質(zhì)和特點(diǎn)的總和Session 1 continued第一部分 繼續(xù)MarketOriented Strategic Planning市場(chǎng)導(dǎo)向的策略規(guī)劃l Contains FIVE “ponents” or “CONCERNS: 包含五個(gè) “成份 ”或 “關(guān)切點(diǎn) ”l 1) Organizational objectives 組織目標(biāo)l 2) Organizational skills 組織技巧l 3) Organizational resources 組織資源l 4) Organizational opportunities 組織機(jī)遇l 5) Organizational profit and growth 組織利潤(rùn)和成長(zhǎng)Corporate Headquarters Planning公司總部規(guī)劃l Normally has FOUR major ponents: 通常有 4個(gè)主要部分：l 1) Define the corporate mission 確定公司使命l 2) Establish strategic business units (SBUs) 建立戰(zhàn)略業(yè)務(wù)部門（ SBUs)l 3) Assign resources to SBUs 向 SBUs 分配資源l 4) Plan new business, downsize older (or less profitable) businesses 計(jì)劃新業(yè)務(wù)，老（或利潤(rùn)少的）業(yè)務(wù)小型化StrategicPlanning, Implementation, and Control Processes戰(zhàn)略計(jì)劃、實(shí)施和控制過程l As noted by the heading – strategic planning enpasses three subsections: 如總部中提到的：戰(zhàn)略計(jì)劃包括三部分l 1) Planning – corporate planning。 business planning and。 diagnosing results (nothing works as planned) and。StrategicPlanning Gap戰(zhàn)略計(jì)劃差距l(xiāng) What? Another term? Oh no! 什么？另一個(gè)小隊(duì)？沒有！l Simply put: It’s the difference between YOUR COMPANIES “current portfoliobusiness practices” less the “desired sales” 簡(jiǎn)單地提出：你的公司間的區(qū)別 “目前業(yè)務(wù)量操作 ”少于 “理想銷售 ”l It’s that area that you need to fulfill to achieve the DESIREC SALES area set by your strategic plan. 是那個(gè)由你的戰(zhàn)略計(jì)劃中設(shè)定的你需要完成達(dá)到理想銷售的區(qū)域l Which involves different levels of growth: 哪個(gè)涉及到增長(zhǎng)中的不同水平？a) Intensive growth, followed byb) 集中增長(zhǎng)，伴隨c) Integrative growth, followed byd) 綜合增長(zhǎng)，伴隨e) Diversification growthf) 變化增長(zhǎng)Intensive Growth Strategies:集中增長(zhǎng)戰(zhàn)略l Existing products/Exist