INDEX
China, economic development 134–
36 , 154, 279
Chowdhury, Subir 334
Christensen, Clayton 94–95, 96, 99,
334
Cisco Systems 71
Citroën 313
Civita, Roberto 334
Coca-Cola 165 , 260, 265, 271, 272,
276
Collins, Jim 101–03
competitive advantage
benchmarking 330–31
and brand loyalty 35–36, 98, 322
and copycat products 148–49
creativity and invention 72–73
customer needs, understanding
38–39
and customer service 249
failure, dealing with 98–99
first-mover advantage 34–36
first-mover advantage, and disruptive
innovation 94–96
first-mover advantage, timing
considerations 37–39
first-mover mistakes, learning from
36–37
Five Strategic Forces model 212–15
Internet business 34–36, 176
MABA (market attractiveness/
business attractiveness) framework
192–93
market mapping 26–27
and secondary activities 217
start-up phase 24–27
substitutes, threat of 214
SWOT analysis 25–27, 184
technical and product superiority
36–37
value chain 216–19
see also innovation; marketing;
strategic planning
competitiveness
and organizational culture 108
and price-fixing 222–23, 239
and waste reduction 301
complacency avoidance
“5-why” technique 199
10X (major) change, awareness of
197–98
complacency avoidance (cont)
black swan events and future
forecasting 198
catastrophe, averting 200–01
complementary products 197
front line, importance of listening to
198–99
thinking outside the box 199–200
see also risk management; strategic
planning
corporate culture see organizational
culture
Covey, Stephen 131, 225 , 226
crisis management 59–60, 102, 188–89
see also leadership; management
customer loyalty 264–67
Likert scale 266
loyalty programs 267
offering more for less 288–89
online challenges 267
product quality, importance of
265–67
customer service
agile software development (ASD)
327
choice, and business strategy 180,
181
and competitive advantage 249
customer relationship marketing
(CRM) 240
feedback and Internet business
176 –7 7, 312 –13
fragmentation and micromarkets
238–39
needs, understanding 38–39, 136–37
and quality provision 322–23D
Daewoo Group 153
DaimlerChrysler 115, 187
Dawkins, Richard 275
debt levels
borrowing and lending 128–29
and leverage 150–51
see also financial crises; financial
strategyDell 149, 295, 298
demand
lean production 290–93, 307–08
stock management 294–95
Deming, W. Edwards 49, 51, 323
Dr. Martens shoes 56
Drucker, Peter 69, 109, 126, 130, 199,
237 , 240–41, 252–53, 279, 323
DuPont 328–29
Dunkerton, Julian 122
Dutch East India Company 127
Dyson 38, 164, 261E
e-commerce see Internet business
easyJet 47, 261 , 263
eBay 63, 98 , 174–75, 338
Eisenhardt, Kathleen 335
emotional intelligence 110–11
Emotional Selling Propositions (ESP)
29–30, 31
see also marketing
employees
company failures and risk
management 142–43
developing countries, labor
migration 205
front line, importance of listening to
198–99
involvement, and chaos management
220–21
involvement, and participative
management 137, 304–06
job satisfaction and “hygiene factors”
90–91
job satisfaction and organizational
culture 108
kaizen and efficiency improvement
304–09
learning organization 204–07
satisfaction, and productivity 136–37,
206
staff empowerment 79, 86–87, 306–07
staff turnover and learning and
development motivation 205–06
wage levels and turnover 134–35345