BU111 Lecture Notes - Lecture 2: Voice Of The Customer, Organizational Culture, Swot Analysis
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BU111 Full Course Notes
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Office hours - tuesday 10-11:30 or by appointment. Understand the 6 critical success factors and their interrelationships. Understand the relationship between the firm and its external environment (diamond-e model) Describe what an external analysis is and explain how to do it (pest factors, porter"s. Understand the benefits and challenges of doing an external analysis. Achieving financial performance - pay employees, use money to reinvest in the company, focus on investors (you need to make profit and you must be at or ahead of the competition) Meeting customer needs - giving the customer what they want, what they ask for, sometimes anticipating the needs of customers before they know they need them, if we don"t meet customer needs then we won"t have customers. Building quality products and services - must be reliable, not necessarily the best quality but the customer must feel they are getting the quality they have paid for, meet the target market expectations.
