RMG 301 Lecture Notes - Lecture 2: Outsourcing, Holt Renfrew, Vertical Integration

• School: Ryerson University
• Department: Retail Management
• Course: RMG 301
• Professor: Norman Shaw

Document Summary

If you make customers unhappy in the physical world they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6000. : create a customer-centric company where company interests are aligned with customers" interests. Focus on what is going to be good for the customers not the optics of the next quarter: don"t be afraid to apologize for mistakes. Detect the degree of congruence between a product line and its production process with a product-process matrix: develop an operations strategy and reallocate product lines to plants. Deploy policies and action plans for each of 9 strategic decision categories. Lo3 - define and measure productivity, solve typical problems, explain why measuring the productivity of services is difficult, and describe factors affecting productivity. Productivity growth = (current period productivity previous period productivity)/previous period productivity. Efficiency getting the most out of fixed resources.