Financial Report 2010 Income Statement Copyright © 2002 rtdonline.com, Rene T. Domingo,...

Financial Report 2010Income Statement

Copyright © 2002 rtdonline.com,Rene T. Domingo, [email protected]

what the CEO wantswhat systems engineering thought the CEO wanted

what manufacturingwanted engineering

to do

what finance finally approved what the supervisor

actually requisitioned

what the userreally wanted


IS THE CUSTOMER

WRONG?

THE CUSTOMER ISALWAYS RIGHT

no

yes


COMPANYPERCEPTIONOF QUALITY

CUSTOMER EXPECTATION

OF QUALITY

COMPANYPERCEPTIONOF QUALITY

CUSTOMER EXPECTATIONOF QUALITY


$ALE$

CUSTOMER LOYALTY

CUSTOMER LOYALTY

CUSTOMER LOYALTY




SUPPLIER

MANUFACTURER

RETAILER

CUSTOMER








O P P O R T U N I T Y

S H A R E O F M A R K E T

P R O F I T S

B U Y E R S

L E V E R A G E

S A L E S

M O N E Y

What entrepreneurs see in problemsCopyright © 2002 rtdonline.com,Rene T. Domingo, [email protected]


QUALITY DRIVEN STRATEGYQUALITY-PROFIT LINK

HIGHER QUALITY

LOWER COSTS

FASTER DELIVERY

LOWER PRICE

HIGHER PROFITS

HIGHER SALES


A dissatisfied customer will e-mail ten thousand of his friends about his experience (in 30 seconds).

A dissatisfied customer will tell ten of his friends about his experience.


NEW (2025) MBA FIRST YEAR CORE COURSES

customer delight 3 unitsintrepreneurship 3 unitsenhancing stakeholder value 6 unitsproduct life cycle analysis 3 unitsenterprise resource planning 3 unitspeople empowerment 6 units

CURRENT MBA FIRST YEAR CORE COURSES

marketing management 6 unitsfinancial management 6 unitsoperations management 6 unitsorganizational management 6 units


Higher profits Higher

sales

Repeat &satisfied

customers

Lowercosts

Motivatedemployees

Less defects &

wastesFasterdeliveries

Lowerinventories


PresidentPresident

VP for Customer Delightand Loyalty

VP for Customer Delightand Loyalty

VP for Stakeholder ValueEnhancement

VP for Stakeholder ValueEnhancement

VP for Product Life CycleManagement

VP for Product Life CycleManagement

VP for Employee Satisfactionand Empowerment

VP for Employee Satisfactionand Empowerment

PresidentPresident

VP for MarketingVP for MarketingVP for FinanceVP for Finance VP for OperationsVP for Operations VP for AdministrationVP for Administration


+


WHAT THE MARKET

REALLY WANTS

WHAT THECOMPETITION

OFFERS

WHAT THECOMPANYOFFERS



RESTAURANT SIGN

Pick two only

GOODCHEAPFAST








Who is better?

TARGET ACTUAL VARIANCE ACTUAL

A 100 95 5 97

B 75 75 0 75

Next period


LOW VARIETY HIGH VARIETYL

OW

VO

LU

ME

HIG

H V

OL

UM

E



The J-Curve

crisis

stabilization

recovery

growth

turnaround

breakthrough

turnaroundmanagement


The J-Curve

firefighting

late turnaroundmanagement irreversible decline

firefightingfirefighting

firefighting


PHASES OF TURNAROUND

1 2 3 4 5 6 7 8 9 10 11 12

STABILIZATION

REORGANIZATION

ENTREPRENEURSHIP

OPERATIONAL IMPROVEMENT


marketingmyopia

corecompetence

overdiversification












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Financial Report 2010 Income Statement Copyright © 2002 rtdonline.com, Rene T. Domingo,...

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