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Corporate Strategy

Banque du Soleil: Multinational financial services. Golden Gate: 1-day turnaround. Competitors. Corporate Strategy. Property insurance: New accounts are most profitable. Agents and consumers. Business Unit Strategy. Customer. Service, Delivery and Cost are critical.

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Corporate Strategy

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  1. Banque du Soleil: Multinational financial services Golden Gate: 1-day turnaround Competitors Corporate Strategy Property insurance: New accounts are most profitable Agents and consumers Business Unit Strategy Customer Service, Delivery and Cost are critical Competitive Priorities/Positioning: Cost, Quality, Delivery, Flexibility, Service Marketing Strategy 4 Ps Place Product Price Promotion Operations Strategy Structural Facility Location Capacity Vertical Integration Process Technology Infrastructural Workforce Quality Policies/Procedures Organizational Structure Clear linkages between marketing and operations. Changes in one area will affect all other areas. Manzana Feedback loops RERUNS vs. RUNS, RAPS RAINS Processes: Externally and Internally Oriented Performance Measures: Customer Satisfaction (Internal & External) Market Share Quality Measures Cost Measures Turnaround Time New Accounts Ordinary Losses Capacity Utilization Profitability

  2. Lessons from Manzana • Know your customers! • Keep customers (easier than getting customers). • Consider the product line “big picture” • Consider “on-line” vs. “off-line” work • Understand the effect of variation • Align the incentives

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