Page 347 - (DK) The Business Book

INDEX 345

China, economic development 134– complacency avoidance (cont) Dell 149, 295, 298
36, 154, 279 black swan events and future demand
Chowdhury, Subir 334 forecasting 198 lean production 290–93, 307–08
Christensen, Clayton 94–95, 96, 99, catastrophe, averting 200–01 stock management 294–95
334 complementary products 197 Deming, W. Edwards 49, 51, 323
Cisco Systems 71 front line, importance of listening to Dr. Martens shoes 56
Citroën 313 198–99 Drucker, Peter 69, 109, 126, 130, 199,
Civita, Roberto 334 thinking outside the box 199–200 237, 240–41, 252–53, 279, 323
Coca-Cola 165, 260, 265, 271, 272, see also risk management; strategic DuPont 328–29
276 planning Dunkerton, Julian 122
Collins, Jim 101–03 corporate culture see organizational Dutch East India Company 127
competitive advantage culture Dyson 38, 164, 261
benchmarking 330–31 Covey, Stephen 131, 225, 226
and brand loyalty 35–36, 98, 322 crisis management 59–60, 102, 188–89
and copycat products 148–49 see also leadership; management
creativity and invention 72–73 customer loyalty 264–67 E
customer needs, understanding Likert scale 266
38–39 loyalty programs 267
and customer service 249 offering more for less 288–89 e-commerce see Internet business
failure, dealing with 98–99 online challenges 267 easyJet 47, 261, 263
first-mover advantage 34–36 product quality, importance of eBay 63, 98, 174–75, 338
first-mover advantage, and disruptive 265–67 Eisenhardt, Kathleen 335
innovation 94–96 customer service emotional intelligence 110–11
first-mover advantage, timing agile software development (ASD) Emotional Selling Propositions (ESP)
considerations 37–39 327 29–30, 31
first-mover mistakes, learning from choice, and business strategy 180, see also marketing
36–37 181 employees
Five Strategic Forces model 212–15 and competitive advantage 249 company failures and risk
Internet business 34–36, 176 customer relationship marketing management 142–43
MABA (market attractiveness/ (CRM) 240 developing countries, labor
business attractiveness) framework feedback and Internet business migration 205
192–93 176–77, 312–13 front line, importance of listening to
market mapping 26–27 fragmentation and micromarkets 198–99
and secondary activities 217 238–39 involvement, and chaos management
start-up phase 24–27 needs, understanding 38–39, 136–37 220–21
substitutes, threat of 214 and quality provision 322–23 involvement, and participative
SWOT analysis 25–27, 184 management 137, 304–06
technical and product superiority job satisfaction and “hygiene factors”
36–37 90–91
value chain 216–19 D job satisfaction and organizational
see also innovation; marketing; culture 108
strategic planning kaizen and efficiency improvement
competitiveness Daewoo Group 153 304–09
and organizational culture 108 DaimlerChrysler 115, 187 learning organization 204–07
and price-fixing 222–23, 239 Dawkins, Richard 275 satisfaction, and productivity 136–37,
and waste reduction 301 debt levels 206
complacency avoidance borrowing and lending 128–29 staff empowerment 79, 86–87, 306–07
“5-why” technique 199 and leverage 150–51 staff turnover and learning and
10X (major) change, awareness of see also financial crises; financial development motivation 205–06
197–98 strategy wage levels and turnover 134–35