leadership (cont)
skills, and business growth 46–47
staff empowerment 79, 86–87,
306–07
successor training 69
yes-men, dangers of 74–75
see also executive officers;
management; organizational culture,
business adaptation and growth;
teamwork
learning organization 204–07
Lee Kun-Hee 51, 56, 57
Lehman Brothers 102 , 143, 145, 154
Levitt, Theodore 29, 180, 246–48,
249
Likert scale, customer loyalty 266
“Long Tail” theory 208–09
loyalty see brand loyalty; customer
loyalty
lysine cartel 223M
MABA (market attractiveness/
business attractiveness) framework
192–93
McCarthy, Edmund Jerome 281–82
McDonald’s 24–25, 30–31, 56, 91, 171,
295
McKinsey matrix (General Electric)
192–93, 255
Made-by 227
Madoff, Bernard 153
management
accountability and governance
130 –31
arrogance leading to indiscipline 102
change management and information
technology (IT) 314–15
chaos management 220–21
club culture 76, 77
complacency avoidance see
complacency avoidance
consultants, and innovation 88–89
crisis management 59–60, 102,
188–89
effective 68–69, 112–13innovation (cont)
and diversity management 115
and invention 72–73
kaizen and efficiency improvement
304–09
learning from failure 164–65
nine-dots puzzle 88–89
open 312–13
patent wars and first-mover
advantage 36
production improvement 296–99
solutions and knowing what the
customer wants 241
thinking outside the box 88–89
see also competitive advantage;
market leaders; R&D
Instagram 41
Intel 102, 196–97, 201
International Financial Reporting
Standards (IFRS) 121–22, 123
Internet business
as 10X (major) change 197–98
big data analysis 316–17
brand creation see brand creation
competitive advantage 34–36, 176
customer loyalty challenges 267
customer relationship marketing
(CRM) 240
e-commerce 34–36, 174–76
e-commerce and AIDA marketing
model 243
and feedback 176–77, 312–13
“Long Tail” theory 208–09
mobile commerce 276–77
niche marketing 177
personal service, importance of 177
small is beautiful 174–77
supply barriers, removal of 209
see also social media; technological
change
investment see financial strategy
J
Japan
earthquakes and contingency
planning 210
Japan (cont)
economic crisis 144–45
kaizen, and efficiency improvement
304–09
JCB 191
Jobs, Steve 73, 94 , 95, 97, 99, 103, 127,
149, 168, 241, 298
Johnson, John H. 99, 335–36
Johnson & Johnson 38–39, 189
Jupiter Shopping Channel 157
Juran, Joseph 300–01, 336K
kaizen, and efficiency improvement
304–09
Kamprad, Ingvar 336
Kanter, Rosabeth Moss 336
Kay, John 127
Kellogg’s 311
Kidston, Cath 50, 51
Kodak 184, 185
Kotler, Philip 29, 243, 248, 249, 283,
336
Kotter, John 46, 69, 336
Kraft Foods 193L
Lauder, Estée 336
leadership
behavioral management 74–75
chaos management 220–21
charismatic 78–79
cost-leadership strategy 180–83
credibility, importance of 79
crisis management 59–60, 102,
188–89
effective 78–79
egotism, dangers of 100–03
emotional intelligence 110–11
ethical 226–27
personality traits 111
qualities 68, 69INDEX 347