Management and Organizational Studies 4410A/B Lecture Notes - Lecture 6: Process Engineering, Customer Service, Supplier Relationship Management

• School: Western University
• Department: Management and Organizational Studies
• Course: Management and Organizational Studies 4410A/B
• Professor: Raymond Leduc

Document Summary

Vision: why we do what we do - purpose; desired future state / goals; what to achieve. Microsoft: empower people through great software anytime, anyplace and on any device. Mission: what we do; present state or purpose; what it does; who it does it for; how it does what it does. Business model: how do we make money, description of how business runs (western: tuition, sales & service, government funding, donations) Objectives: how we evaluate our progress (western: students, investments, jobs, awards) In class: look at soft drink industry in north america (pepsi & coke) Solution: avoid price competition; differentiation; strong brand; customer loyalty; high switching cost; buy out competition; communicate with competitors. Threat of new entrants: depend on barriers to entry. Ex. high initial investments and xed costs; cost advantages of existing players; customer brand loyalty; patents; scarcity of important resources; high switching costs for customers.