Financial Report 2010
Income Statement
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what the CEO wants
what finance finally
approved
what systems engineering
thought the CEO wanted
what manufacturing
wanted engineering
to do
what the user
really wanted
what the supervisor
actually requisitioned
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THE CUSTOMER IS
ALWAYS RIGHT
IS THE
CUSTOMER
WRONG?
yes
no
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CUSTOMER
EXPECTATION
OF QUALITY
CUSTOMER
EXPECTATION
OF QUALITY
COMPANY
PERCEPTION
OF QUALITY
COMPANY
PERCEPTION
OF QUALITY
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$ALE$
CUSTOMER
LOYALTY
CUSTOMER LOYALTY
CUSTOMER LOYALTY
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CUSTOMER
RETAILER
MANUFACTURER
SUPPLIER
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Rene T. Domingo, rtd@rtdonline.com
Copyright © 2002 rtdonline.com,
Rene T. Domingo, rtd@rtdonline.com
Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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O P P O
S H A RE O
P R OF I
B U Y
L E V
S A L E S
MO N
R
F
T
E
E
T
M
S
R
R
UN I T Y
A R K E T
S
A G E
E Y
What entrepreneurs see in problems
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QUALITY DRIVEN STRATEGY
QUALITY-PROFIT LINK
LOWER COSTS
LOWER PRICE
HIGHER QUALITY
HIGHER PROFITS
HIGHER SALES
FASTER DELIVERY
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A dissatisfied customer will tell ten of his
friends about his experience.
A dissatisfied customer will e-mail ten
thousand of his friends about his experience
(in 30 seconds).
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CURRENT MBA FIRST YEAR CORE COURSES
marketing management
financial management
operations management
organizational management
6 units
6 units
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customer delight
intrepreneurship
enhancing stakeholder value
product life cycle analysis
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people empowerment
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6 units
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3 units
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Repeat &
satisfied
customers
Higher
profits
Motivated
employees
Lower
inventories
Higher
sales
Lower
costs
Faster
deliveries
Less
defects &
wastes
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President
VP for Marketing
VP for Finance
VP for Operations
VP for Administration
President
VP for Customer Delight
and Loyalty
VP for Stakeholder Value
Enhancement
VP for Product Life Cycle
Management
VP for Employee Satisfaction
and Empowerment
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+
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Rene T. Domingo, rtd@rtdonline.com
WHAT
THE MARKET
REALLY WANTS
WHAT THE
COMPANY
OFFERS
WHAT THE
COMPETITION
OFFERS
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Rene T. Domingo, rtd@rtdonline.com
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Rene T. Domingo, rtd@rtdonline.com
RESTAURANT SIGN
GOOD
CHEAP
FAST
Pick two only
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
Rene T. Domingo, rtd@rtdonline.com
Who is better?
TARGET
ACTUAL VARIANCE
ACTUAL
Next period
A
B
100
95
5
97
75
75
0
75
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HIGH VARIETY
HIGH VOLUME
LOW VARIETY
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The J-Curve
breakthrough
crisis
turnaround
management
growth
recovery
turnaround
stabilization
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The J-Curve
firefighting
firefighting
firefighting
firefighting
late turnaround
management
irreversible decline
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Rene T. Domingo, rtd@rtdonline.com
PHASES OF TURNAROUND
1
2
3
4
5
6
7
8
9
10 11 12
STABILIZATION
OPERATIONAL IMPROVEMENT
ENTREPRENEURSHIP
REORGANIZATION
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Rene T. Domingo, rtd@rtdonline.com
marketing
myopia
core
competence
overdiversification
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Rene T. Domingo, rtd@rtdonline.com
Copyright © 2002 rtdonline.com,
Rene T. Domingo, rtd@rtdonline.com
Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
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Copyright © 2002 rtdonline.com,
Rene T. Domingo, rtd@rtdonline.com