nach oben

Erschienen in:

2019 | OriginalPaper | Buchkapitel

4. The Contribution Margin and Tribes

verfasst von : Beatriz Muñoz-Seca

Erschienen in: How to Get Things Right

Verlag: Springer International Publishing

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

A client should no longer be viewed demographically but anthropologically, according to their behavior. Operations efficiency is assessed using the contribution margin, and a key aspect of it is spotting the client’s ethnographic needs and their customer journey. By using the SPDM version of the customer journey, two companies show how they used this tool and how such methodology provided a concrete plan to enhance their service.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Vorheriges Kapitel Unlocking Capacity to Tackle Higher Value-Added Tasks

Nächstes Kapitel What Shall We Do with the Popups? On-the-Spot Innovation Can Create Unforeseen Problems

Nur mit Berechtigung zugänglich

Please, get rid of this cuss word. Everything is possible; you just have to keep trying from a different perspective. Nothing comes for free, but everything can be achieved if one understands, learns, tries and perseveres.

Never reactively. Always ahead of the problem, prevention is essential!

Statistical process control (SPC) is another wonderful preventive tool. SPC detects deviations from a machine’s average function and warns of possible problems. Plotting the contribution margin graph may be used for exactly the same end.

The Pena National Palace was one of the Portuguese royal family’s main residences in the nineteenth century and is also one of the ultimate expressions of nineteenth-century romanticism in Portugal.

Anthropologists have always studied such behavior and ethnography has been their main tool.

This is already in place in other sites such as the Inca city of Machu Picchu, in Peru. If visitors do not wish to enter with mainstream tourists, they can arrange an after-hours visit. A specialized guide will walk them through the ruins and explain them in detail. Neither the price nor the experience is the same.

Madrid’s Prado Museum has just introduced plans with different lengths of visiting time for different client groups. Ranging from one hour for 15 pictures, to three hours. À la carte service.

Having to reschedule visits, contact the client and so on. It is all reprocessing.

KJ Method: approach devised by Shoji Shiba, which starts off by listing concepts that have a common affinity with pictures.

KPI: Key performance indicator, one that measures reliability in executing a parameter.

There are three types of creativity; combinatory, exploratory and transformation.

Promise: No more suffering in any of the extended enterprise. Flame red: Anything that adds to the client experience.

Introduced as a concept in Chap. 1.

See Chap. 3.

It was work that required great patience and perseverance. Each manager had their idea, and what was wanted was to materialize the Family’s wishes and blend them with the managers’ experience and the financial director’s OK, as many measures catapulted costs and had to be readjusted.

Harmonizing is hard work. Above all, when actors have been spotting service elements by themselves. My recipe is simple: clear-cut orders, focus and simplicity. And the one in charge gives the orders. Whether it be the owner or CEO. They must act.

F&B is considered one of the most important aspects of client experience in Artemis hotels. Raw material is deemed a priority and they sought to stress this factor.

Journeys were also undertaken with each hotel’s overall service in mind.

Remember; the customer is frivolous, whimsical, vindictive and spiteful. But the customer is king.

They have been voiced by Achilles, but could actually belong to any company. Do they not sound familiar to you?

Some of them totally new. Others already outlined in my last book.

Machado, J. (2018). Parques de Sintra-Montes da Lua. P-A-1495 AESE Business School-Portugal.

Muñoz-Seca, B. (2017). How to make things happen. Cham: Palgrave Macmillan.CrossRef

Titel: The Contribution Margin and Tribes
verfasst von: Beatriz Muñoz-Seca
Verlag: Springer International Publishing
Buch: How to Get Things Right
Print ISBN: 978-3-030-14087-8

Electronic ISBN: 978-3-030-14088-5

Copyright-Jahr: 2019
DOI: https://doi.org/10.1007/978-3-030-14088-5_4