Notes International Classroom l - Service management
Book: Service Management; an integrated approach
College 1: chapter 16 Developing sustainable strategies
H16
College 1: chapter 16 developing sustainable strategies
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college 1
aantekeningen
international classroom
service management
h16
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developing sustainable strategies
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International Classroom I - Service Management
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Service management
Lecture 1: chapter 16 Developing sustainable strategies
4 September 2018
The field of strategy making (Treacy & Wiersema)
Setting
objectivesdesir
able future
WANT
Managing
thefirm- SHOULD CAN
environmentfit Allocating
resources
ALLOWED
Defining ethical
standards
Want: What are a organization want to do?
- Desirable future & service concept
Should: What should we do as an organization? You look at your environment
- Customer & environment focus
Can: How can I used these resources to be the best/cheapest etc.
- Limited tangible and intangible resources
Allowed: Its about your standards, norms, it’s where you stand for.
- Corporate values & business ethics
In example: IKEA
- Want (objectives)
o The IKEA vision is to create a better everyday life for the people. We make it
possible by offering a wide range of well-designed, functional home furnishing
products at prices so low that as many people as possible will be able to find
them.
- Should (environment)
o Large segments of market are interested in furniture that is cheap, functional
and attractive. It also shapes the market.
- Can (resources)
o 2000 suppliers, intangible resources and firm addressable resources
- Allowed (corporate values)
o Thrift, inventiveness and hard work
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