I Bibliography

D. Abell (1980) Defining the Business, Prentice-Hall. I. Adams, S. Hamil and A. Carruthers (1991) Changing Corporate Values, Prentice-

Hall. I. Adams, S. Hamil and A. Carruthers (1992) Corporate Strategy, Prentice-Hall. H. I. Ansoff (1979) Strategic Management, Pelican. H. I. Ansoff (1984a) Business Strategy, Pelican. H. I. Ansoff (1984b) Corporate Strategy, Pelican. H. I. Ansoff (1984c) Implementing Strategic Thinking, Prentice-Hall. D. Asch and C. Bowman (eds) (1986) Readings in Strategic Management, Macmillan. M. K. Ash (1984) On People Management, Warner. M. Baker (1983) Market Development, Penguin. G. Binney and C. Williams (1995) Leaning into the Future, Brealey. Boston Consulting Group (1970) The Product Portfolio in Concept, BCG. C. Bowman and D. Asch (eds) (1992) Strategic Management, Macmillan. V. Buell (1985) New Product Development, Sage. R. Buzzell and B. Gale (1987) The PIMS Principles, Free Press. A. Chattell (1995) Managing for the Future, Macmillan. W. Clark (1988) The Want Makers, Corgi. C. R. Christensen (1986) Business Policy, Irwin. G. Cohen (1988) Marketing Strategies, Routledge. S. Cooke and N. Slack (1991) Making Management Decisions, Prentice-Hall. P. Doyle (1989) The Strategic Importance of Brands, Economist Intelligence Unit. P. Drucker (1964) Managing for Results, Heinemann. P. F. Drucker (1981) Towards the Next Economics, Heinemann. P. F. Drucker (1985) Innovation and Entrepreneurship, Pan. P. F. Drucker (1986) The Practice of Management, Heinemann. W. Duncan (1994) Manufacturing 2000, Amacom. D. Francis and A. Woodcock (1979) Unblocking Your Organisation, Routledge. M. W. E. Glautier and B. Underdown (1991) Accounting Theory and Practice, Pitman. W. Goldsmith and G. Clutterbuck (1986) The Winning Streak, Heinemann. J. Goldthorpe et al. (1963) The Affluent Worker, vols 1-4, Cambridge University

Press. M. Goold and A. Campbell (1987) Strategies and Styles, Blackwell. A. N. Grundy (1992) Corporate Strategy and Financial Decisions, Kogan Page. R. G. Hamermesh (1986) Making Strategy Work, Wiley. G. Hamel and C. Prahalad (1994) Competing for the Future, Harvard. C. B. Handy (1993) Understanding Organisations, Pelican. J. Harvey-Jones (1990) Making it Happen, Pan. J. Harvey-Jones (1994) All Together Now, Heinemann. G. Hofstede (1980) Culture's Consequences, Sage. M. Hudson (1995) Managing without Profit, Penguin. G. Johnson and K. Scholes (1994) Exploring Corporate Strategy, Prentice-Hall.

333

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A. Kakabadse (1991) The Wealth Creators, Kogan Page. R. M. Kanter (1986) The Change Masters, Free Press. R. M. Kanter (1988) When Giants Learn to Dance, Free Press. P. Kotler (1980) Marketing Management, Prentice-Hall. P. Kotler (1991) Analysis, Planning and Control, Prentice-Hall. J. Kotter (1982) The General Managers, Free Press. R. S. Lessem (1986a) The Roots of Excellence, Pan. R. S. Lessem (1986b) Intrapreneurship, Wildwood House. R. S. Lessem (1988) Transforming Management, Prentice-Hall. C. Macray (1991) World Class Brands, Addison-Wesley. H. Mintzberg, (1979) The Structure of Organizations, Prentice-Hall. H. Mintzberg, J. Quinn and S. Goshal (1995) The Strategy Process, Prentice-Hall. R. Monks and N. Minnow (1994) Corporate Governance, Blackwell. V. Packard (1957) The Hidden Persuaders, Penguin. V. Packard (1960) The Waste Makers, Pelican. R. Pascale (1990) Managing on the Edge, Viking. R. Pascale and A. Athos (1981) The Art of japanese Management, Pan. T. Peters (1990) Thriving on Chaos, Macmillan. T. Peters and N. Austin (1992) Liberation Management, Macmillan. T. Peters (1982) In Search of Excellence, Free Press. A. Pettigrew and R. Whipp (1991) Managing Change for Competitive Success,

Blackwell. M. E. Porter (1981) Competitive Strategy, Free Press. M. E. Porter (1986) Competitive Advantage, Free Press. M. E. Porter (1990) The Competitive Advantage of Nations, Free Press. G. Randall (1990) Marketing to the Retail Trade, Heinemann. G. Randall (1992) Principles of Marketing, Routledge. W. ]. Reddin (1970) Managerial Effectiveness, McGraw-Hill. A. Ries and J. Trout (1982) Positioning, McGraw-Hill. E. Schein (1985) Organization Culture and Leadership, ]ossey-Bass. E. Sternberg (1994) just Business, Warner. A. Toffler (1980) The Third Wave, Collins. M. Tushman and W. Moore (eds) (1984) The Management of Innovation, Pitman. J. Ward (1984) Profitable Product Management, Heinemann. P. Warr (1986) Psychology at Work, Pelican. B. A. Weitz and R. Wensley (1988) Readings in Strategic Management, Dryden. P. Wickens (1995) The Ascendant Organisation, Macmillan. A. Williams, P. Dobson and M. Walters (1987) Changing Culture, IPM/IPD. J. Woodward (1964) Industrial Organisation, Oxford University Press. M.G. Wright (1980) Financial Management, Routledge.

I Index

Abbey National pic 201, 248-9, 307 absenteeism 181 accentuation 314 acceptability 256-7, 269 accounting 272 acquisitions 251-2, 312, 325 activities 149, 305

creation 283 harmonisation 27Q-3 joint 284 skilled 204 volume 125-6

ad hoc associations and collaborations 54, 253, 292

Adams, I. 161 adaptation 196-7 added value 78-9, 240 advantage, loss of 244 adverse performance 244 Advisory, Conciliation and Arbitration

Service 173 Aeroflot 229 Affluent Worker studies 175, 207, 311 after sales service 110, 284 agencies 326-7 agents of change 317-18 agreements 257 aims and objectives 304 Air France 229 air travel 67, 74, 90, 91, 185, 229

see also under individual airline companies

Aldi 138, 324 Alfa 133 Amalgamated Engineering and Electrical

Union 29Q-1 amenities, specific 204 Amstrad 3-4 Anadin 206 Andrews, K.R. 3 Andrex 198 annual comparisons 36

335

appeal, loss of 244 Apple Macintosh 235, 324 Arcoll 238 Argos 238 Armani 90 art 204 Ash, M.K. 3, 211 assets 247 associations 253 Astra 315 attendance levels 181 attitudes 44, 193-4, 309 attributes 43 Audi 133 Austin, N. 173, 175 Avis 243

backers 160 Bailey's Irish Cream 199--200, 242 banking 218 Barbie 221-2 barriers see entry; exit batch production 205-6 behaviour 17Q-1, 185-202

aspects 136 barriers 303-4 changes 309 motivation 192-4 needs of customer and

consumers 197-202 negativity 185-9 perception 195-7 positivity 189-92 qualities 44

beliefs, changes in 310 Bendix 208 benefits 14 Benson & Hedges 152, 199, 241 Berni 216 Bethlehem Steel Company 23, 97, 291 Bird's Eye 238

336 Index

blocking 20--6, 317 bunker mentality 21 intuition 25-6 'It Cannot Be Done' 21 'It Must Be Done' 22 politicking 20

BM~ 90, 132, 199, 208, 325 Body Shop 158, 202

added value 78-9 attitudes, values and beliefs 218, 311 Chief Executive 47, 49 distinctive companies 23 effective staff 45 human resource development 52 market entry and penetration 235, 236 respect and regard 166, 182 vision 3, 4

Boeing 185 bone-deep beliefs 311 Booker 238 Boots Company 48, 52, 253, 313 Boston matrix 70-2, 79, 284 Bourneville 160 brands and branding 238-45, 247

acquisition and take-over 242 development 240-1 leadership 244-5 loyalty 88, 144 name 239, 243 organisations 147 purpose 239-44 strong 239 threat 243-4

Branson, R. 3, 49-50, 57, 259 brilliant organisation 16-17 British Airways 5, 166, 191, 229, 237,

238, 240, 262, 314, 325 British Gas 199 British Leyland 307 British Rail 13, 158, 188, 196, 236, 310 budgets, fixed 274 Buell, V. 223 building 151, 208, 323 bunker mentality 21, 234 Burger King 97, 216, 236, 242, 253, 314 business

policy 2, 4-5, 19 sphere turbulence 1990s 297-9

buyer groups 127

Cadbury 160, 165, 242 camcorder 101 Camel 199 capabilities 300-1 capacity 112, 141, 317 capital investment 135 captivity, degree of 124-6 car industry 86-7, 90, 91, 110, 132-3,

155, 208, 209-10 see also under individual car companies

Carruthers, A. 161 Castro, ]. 168 centrality 13 change 10

agents and change catalysts 53-6 in the future 320--6; contractors and

specialists 326-7; globalisation, internationalisation and multi­national 322-6

health and education 329 information 322 joint ventures 325 management as distinctive field of

expertise 327-8 public sector services 328-31 structures 328 technology 322 and management of change 294-319;

agents 317-18; barriers 299-304; bone-deep beliefs 311; catalysts 316-17; confidence 316; culture 308-9; customers 307-8; end phasing 302; forces 294-9; management 304-7; myths and legends 302-3; name 312-16; technology and production 311-12

Channel Tunnel 118, 138, 319 see also Eurotunnel

chemical manufacturing 209 Chicken Test 269 Chief Executive 47-50, 54, 56, 189, 234 choice, process of 272 Christensen, C.R. 2-3, 45, 161, 265 Christmas toys 116-17 Chrysler 208 Citroen 193, 229, 244 clarity, lack of 304

Clark, W. 88 clean up 175 clerical services 326 clients see customers clothing 90, 91, 109, 153, 208 Clutterbuck, G. 97, 175 co-offering 242-3 Co-Steel Sheerness 23 Coca Cola 292

brands and branding 240, 241, 244 differentiated alternatives 87 diversification 251 expansion and growth strategies 236 hook-ups and associations 253 nature of offerings 153, 156 one-product strategies 91 product life cycles 66 segmentation 144, 147, 148

coercion 173-4 Cohen, G. 223, 224 cola wars 148 collaboration 252-7 colloquy 186 Columbia 234 comfort 197 commercial protection and

development 239 commitment 5, 259, 263, 304 committee structures format 279 community 159-60 Community Charge Tax 20, 269, 307 comparisons 35-6 competition 24, 122-58, 294-5

advantage, loss of 316 advantage model 84; see also Porter,

M.E. analysis 63-4 exit barriers 138-41 external pressures 134 model 62 positioning 129-33 risk 141-3 rivalry 126-9 threat of and barriers to entry 133-8 see also nature of offerings;

segmentation complacency 317 component supply 206 concerns 128-9

Index 337

Concorde 90, 155 confidence 14, 139, 151-2, 186, 197,240,

316 loss 189, 243-4

conformity 165-6 consideration, ultimate 269 consolidation 246 construction projects 323 consultants 53-4, 317-18 consultation 307 consumer goods sectors 91 'consumer pull-product push' 151 contraction 246-7, 317 contractors 326-7 contracts and agreements 257 control 215, 274-5 core business 153, 247 core customer 154 core image 154 corporate citizenship 177-9 Corsa 315 cost 35, 82-3, 138-9, 215

analysis 72-4 benefit analysis 74-5 fixed 73, 74 and price 86-7 switching 137 variable 73 see also price

Costco 91, 107, 138, 188, 324 counselling processes 305-6 creativity 198 critical factor mix 100 critical paths and networks 275-6 culture 17, 288, 308-9 Currys Dixon 238, 243 customers and clients 6, 7-8, 12-14, 159,

197-202, 295-6, 307-8

de Beer 237 defence equipment 92, 117 defensive strategies 98-9 delivery time 116 demand 210-11

see also supply and demand demeanour 170-1 Department of Social Security 13 dependence 210-11 design activities 204

338 Index

destabilisation 139-40 development time 116 differentiation 83-4, 86-9, 125, 137, 314 disasters 178-9, 307 discounts 108-9 disease segments 230 distinctive companies 23 distribution 78, 116, 285 diversification 247-9, 251 divestment 313 Dobson, P. 174, 176 dominance 153, 21Q-11 domino effects 140 Doyle, P. 242 Drucker, P. 69-70, 71 drugs 118, 206 dynamism 9 dysfunctions 317

earnings 33 eco-political changes 320 economic

advantage, loss of 316 forces 295 issues 142 rent 106 see also STEP analysis

education 329 effective staff 42-7 effective strategy 1-27

brilliant organisation 16-17 business policy 4--5 change 10 clarity of purpose 2 commitment 5 customers and clients 6, 7-8, 12-14 definition 2 flexibility and dynamism 9 hard 9 language 8-9 matching opportunities with

capabilities 12, 15-16 rules 10 soft 9 sources 1Q-17 stakeholders and interested parties 6-7 timescale 8 vision 3-4 see also non-rational elements

ego gratification 197-8 eighty/twenty rule 154 Eisenhower, D.D. 266 electrical/electronic and white

goods 208 elitism 225 emergent sectors 23 emotional security 197 employees 169-70, 171, 327-8 employer see model end phasing 302 enhancement 243 'Enlightenment' 164--5 entry barriers 125, 129, 133-8, 302, 317 environment 160, 257-9

see also under strategic and environmental analysis

equality 171-4 ethics and standards 67, 159-84, 228,

290, 321 corporate citizenship 177-8 factors 162-3 language and ethics 163-5 obligations to stakeholders 159-60 organisations 182 redlining 180 respect and regard 18Q-2 see also model employer

ethnic groups 145-6 Eurotunnel 49, 135, 324 evaluation 39-42 exclusivity 215 existing functions 19 exit barriers 125, 126, 129, 138-41, 302 expansion 317 expectations 105, 106, 192-3, 213, 241,

32Q-1 experience, specific 317 expertise 44

F International 45 fabric production 206, 209 failure 86, 266-70 fairness 171-4 fallen idols 47 familiarity 68, 136, 139, 287 favouritism 21 fear and anxiety 304 feasibility studies 267

Fiat 132 finance 55 Findus 238 Fita 133 five-forces model 134 fixed costs 73, 74 flexibility 9

-focus-purpose mixture 287 flow production 208-9 focus 84, 89-91, 330 food sector 23, 86, 90, 109, 206

see also Marks & Spencer and under individual supermarkets

force field analysis 300 Ford 132, 133, 147, 208, 238, 307 Ford Chrysler 185 Fortnum & Mason 90 franchising 253-4 functional pressures 272 funeral insurance 118-19 furniture 206

Garibaldi 67 General Electric Company 155-6 General Motors 133, 185, 208, 315 generic strategies 23, 81-121

Ansoff, H. I. 82 cost and price 86-7 critical factor mix 100 defensive 98-9 differentiation 86-9 focus 89-91 incremental 93-5 Johnson and Scholes 84-6 offensive 97-8 one-product 91-3 Porter, M.E. 81-4 price 103-10 product and market growth

model 102 quality 113 radical 95-7 Sainsbury's 12o-1 time 113-19 value 112-13 volume 11o-12

geographical factors 110 glass 209 globalisation 315, 322, 323-6

going rates 39 Goldsmith, W. 97, 175 Goldthorpe, J.H. 207 Grand Metropolitan 242 Great Universal 238 Greenwald, G. 167-8 group influences 194 group-think 225 guarantees 110 Gucci 90

Index 339

Guinness company 91-2, 153

Haagen-Dazs 242 Halifax Building Society 158 halo effects 195 Hamermesh, R.G. 2 Hamil, S. 161 Handy, C. B. 55 Hanson Group 238, 249 Hanson, Lord J. 249 happiness 190 Harrods 152 Harvey-Jones, J. 307 health 329 Health and Safety Executive 173 Herald of Free Enterprise 26 Hi-Tee 240 high-tech extension 131 Hider, A. 26 holiday companies 13

see also air; sea Honda 35-6, 208 hook-ups 253 Hoover 153, 187, 202, 208 human resources 5o-3, 55, 281-3 Hyundai 132

IBM 166,225 identity 239, 254-5 illusion 151-2 image 186, 315 imitation 242 impenetrable sectors 235-6 implementation 263-93

activities, harmonisation of 27o-3 ad hoc strategies 292 choice, process of 272 commitment, gaining 263

340 Index

implementation (cont.) control mechanisms and

activities 274-5 critical paths and networks 275-6 culture and shared value of

organisation 288 distribution strategies 285 ethics 290 familiarity-pioneering mix 287 flexibility-focus-purpose mixture 287 functional pressures 272 human resource strategies 281-3 improvement, constant 288 investment levels 289 marketing strategies 283-4 monitoring and review processes 277 opportunity-capability match 287 organisation design 277-81 planning 273, 283 priorities 263-4 purchasing and supply strategies 284 quality of operations, management,

production, output technology and operational staff 288

realpolitik 290 resource allocation 273-4 softer issues 289-90 strategic drift 285-7 strategy decisions and choices 266-70 structure, systems and style mix of

organisation 288 success projections 291-2 time clock 281 unions as stakeholders 29Q-1

improvement 17, 26D-1, 288 income 153 incremental strategies 93-5 industry structure analysis 62-3 influence 19 information 215, 272, 322, 323 innovation 19 Institute of Personnel and

Development 173 institutional strategy 2 integration 249-51 integrity 152 interests 149 lnterlingua 45 internationalisation 322, 324-6

intrapreneuring 46 introspection 174 intuition 25-6 investment 135, 270, 289, 299 invisible job 55 involvement 174-5, 176 isolation 225 'It Cannot Be Done' 21, 303 'It Must Be Done' 22

Jackson, M. 148, 292 Jaguar 132, 133, 238, 242 job descriptions 55 John Lewis Partnership 238 John Player 199 Johnson, G. 84-6, 161, 246, 266 joint ventures 252-7, 315, 325 'just business' 163

Kanter, R. M. 97, 175 Kays 238 Kentucky Fried Chicken 97, 253 key players and key appointments 318 Kia 132, 133 Kuoni 90 Kwik Save 91 Kwik-Fit 217

labour gluts and shortages 297-9 Lada 91, 132 Laker, F. 47 Laker Sky Train 293 language 8-9, 163-5, 19D-1, 304, 305 Laura Ashley 206 lead time 116-18 Leeds Building Society 158 legal issues/legislation 125, 136-7, 142,

321, 326 Lessem, R.S. 97, 175, 302, 307 Lever 238 liabilities 247 liaison 255 licensing 253-4 life style 148-9 Lilt 251 limiting factor coverage 163 line/staff format 279-80 lobbies 18-19 local provision 230

localisation 315 location 67, 99, 111, 112, 146, 302 logo 315 London Weekend Television

Company 168-9 loss leadership 107-8 losses 140 love objects 198-9 loyalty 147, 240

see also brand

McDonald's benefits, expectations and

satisfaction 216 brands and branding 241, 242, 244 Chief Executive 47 expansion and growth strategies 236 hook-ups and associations 253 model employer 166 nature of offerings 153 offensive strategies 97 one-product strategies 92-3

McGovern, G. 98 Macintosh 67, 160 Madonna 148, 292 maintenance 116, 215 management 51-3, 288, 301, 326,

327-8 of change see under change strategies

manufacturing chains 78 manufacturing and production

strategies 203-11 batch production 205-6 mass production 206-8 unit production 203-5

marginal costs 73 market/marketing 272

activities 316 contrasting views 83 domination 236-7 entry and penetration 235-6 growth model 102 -led 83 mapping analysis 130 mixes 283 nature 128 research and investigation 284 SIZe 137-8 state 24

strategies 283-4 trends 141

Index 341

Marks & Spencer 202, 324 blocking 23 brands and branding 238, 240 Chief Executive 48 effective staff 45 focus strategies 90 model employer 166 one-product strategies 91 price, quality, value, time mix 102, 152 respect and regard 182

Marlboro 152, 199 Mary Kay Cosmetics 3 Maslow, A. 197 mass production and

manufacturing 206-8 matrix format 279 Matsushita 208 Mayo, G. E. 211 Maytag 208 Medway Ports Authority 168 Mercedes 90, 132, 133 mergers 252, 312, 313 Meriden Coventry 291 Midland Bank 325 Millikens 23 Milton Keynes 191-2 mind set 321 minority range 154-5 Mintzberg model 280 Mitsubishi 98, 289, 293 model employer 78-9, 165-77

behaviour and demeanour 170--1 caveats 173-4 clean up 175 employee development 169-70 employee maintenance 171 equality and fairness 171-4 participation 166 paternalism and conformity 165-6 pay and reward 168-9 professionalism 165 shared values 174-7 trappings 169 United Airlines 167-8 work force as genuine

stakeholder 168 monitoring 39-42, 277

342 Index

morale 310 Morgan Company 35--6, 132, 199, 205 Morton, A. 49 motivation 192-4, 310 multi-nationals 322, 324-5 My Little Pony 212-13 myths and legends 302-3

name changes 312-16 National Freight Corporation 168, 238 National Health Service 115, 310 nature of offerings 105, 128, 129, 15o-7

confidence 151-2 core business 153 core customer 154 core image 154 integrity 152 P&O 155 peripheral business 154-5 price, quality, value, volume and time

mix 152 profit impact market studies 155--6 range of products, services and

offerings 156-7 reputation 152-3 substance 152

negativity 185-9 Netto 138 networks 253 new products, research and

development 219-26, 326 Barbie 221-2 ideas 223 new to the company 220, 222-3 range extensions 219 screening and development model 224 Sony 222 success and failure 224--6 wellingtons 220

Nike 45, 240 Nissan 45, 52, 97-8, 132-3, 135, 158,

208, 210, 311 Nixon, R. 98 non-rational elements 17-26

barriers to progress 19 blocking 20--6 existing functions 19 overmighty departments, groups and

subjects 19-20

pressure groups and lobbies 18-19 progress 17-18

Norbert Dentressangle 238 North West Airlines 291 Norton 291 Norweb pic 40 Norwich Union Insurance Group 118-19

obsolescence 189, 247 offensive strategies 97-8 offering see nature oil 127, 209, 299, 323 omission 241 one-product strategies 91-3 Opel 315 Operation Barbarossa 26, 30 operational aspects 142 operations, quality of 288 opportunities 15-16, 39, 128-9, 287,

296, 317 see also SWOT analysis

organisation 17, 288 analysis 78 assessment 128 behaviour 301 constitution 142 current state 300 design 277-81

output technology 288 overmighty departments, groups and

subjects 19-20, 186, 234 Owen 302 Oxfam 230

P&O 48, 104, 155, 241, 313 Packard effect 154, 155 Packard, V. 197-8 Panadol 206 Panasonic 98 paper and paper products 209 participation 166 patents 247 paternalism 165--6 pay and reward 168-9 pecking orders 21, 271, 274, 327 Pepsi company 91, 148, 236, 244, 251,

292 percentages 36

perception 195-7 perfection 304 performance targets and indicators

33-42, 267, 269 appropriate measures 34 comparisons 35-6 costs 35 earnings 33 effectiveness 38 going rates 39 loss 189 monitoring, evaluation and

review 39-42 Norweb pic 40 opportunity costs 39 percentages and annual

comparisons 36 productivity 35 profit 33 public services 37 qualitative aspects 36 returns on capital 33 sectoral norms and expectations 38,

39 service targets 37-8 volume 34-5

perfume wars 104 peripheral business 154-5 permanence 23 Perrier 186-7 personality 147, 148 personnel see staff Peters, T. 9, 97, 168, 173, 175, 209-10,

211, 291, 307 Peugeot 132, 133, 193, 229, 244 Phensic 206 Pillsbury Corporation 242 pilot studies 267 PIMS see profit impact market studies pioneering 317 Pizza House 216 plastics 209 political

issues 20, 142, 228 see also STEP analysis

population 99-100, 230 Porsche 132 Porter, M.E. 62-3, 76-7, 81-4, 88-9,

12D-1, 134, 249-50

positivity 189-92 post it 18 power 19, 199 Pratchett, T. 239 preservation 217-18 pressure groups 18-19

Index 343

price 99, 101-2, 103-10, 152, 215, 216 after sales and guarantees 110 appearance 104-5 -based strategies 85 content 105-6 and differentiation 88-9 discounts 108-9 elasticity of supply and demand 103 geographical factors 110 leadership 104 loss leadership 107-8 maximisation/ optimisation 103 moral pricing 109-10 skimming 108 utility watchdogs 109-10 see also cost

process 316 product

concentration 99-100 -led market 83 life cycle 64-9 and market growth model 102 /market matrix 82 obsolescence 295 portfolio 69-72 range 156-7 range development: Barbie 221-2 summary 240, 242 to market 225 see also new; production

production 35, 272, 311-12 environment 211 quality 288 strategies see under manufacturing technology 316 time 116

professionalism 165 profit 33, 65, 123-4, 269, 270, 321

impact market studies 155-6 progress 17-18, 19 projects 78, 255-7, 318 prosperity and plenty 191 providers 33Q-1

344 Index

public acceptance 310 policy 19 projects 19 relations 49-50 services 24, 37, 116, 118, 226-31, 328,

329-31 purchasing patterns 284 pursuits 149

Quaglino's 215 qualitative aspects 36 quality 46, 92-3, 99, 101-2, 113, 147-9,

152, 215, 240-1

Radion 96 Randall, G. 130, 218, 242 Range Rover 132, 262 rare diseases 230 Ratner, G. 244 Rayban 253 reality and illusion 151-2 realpolitik 18, 21, 29, 143, 181, 271, 278,

287, 290, 318, 327 Reckitt & Coleman 96, 238 Red Cross 230 redlining 180 Reebok 240 refreezing 305 rehabilitation 230 reinsurance of worth 197 rejuvenation 314 Renault 132, 133, 193, 229, 244 repair time 116 reputation 139, 152-3, 186, 189 research and development see new

products research time 116 resources 225, 273-4, 330 respect and regard 18G-2 restaurant sector 97, 215-16, 253, 314

see also Burger King; McDonald's retrenchment 246-7 returns on capital 33, 270 returns on investment 270 review processes 39-42, 277 RIRO (Rubbish In, Rubbish Out) 291 risk 141-3

rites, rituals and routines 303 rivalry 126-9 Roddick, A. 3, 49 rogues 56 Rolls-Royce 90, 133, 199, 204, 205 Ross 238 Rover 132, 133, 208, 325 Rowntree 160 Royal National Lifeboat Institution 230

Saab 132, 133, 199 safety 118 Saga Company 232 'Sail with the Mail for £1' 104-5 Sainsbury, D. 12G-1 Sainsbury's 12G-1, 185, 202, 237, 238 Sanyo 208, 29G-1 satisfaction 12-13, 106 Scanlon, H. 47 Scholes, K. 84-6, 161, 246, 266 Schweppes 251 scientific management 207 SCNF (French National Railway

Company) 234 sea cruise sector 67, 74, 107, 269

see also P&O Seat 243 secrets 140-1 sectoral

growth 126 norms and expectations 38, 39, 106 strategies 203-32; public

service 226-31; voluntary sector 229-30; see also manufacturing and production; new products; service

trends 141 segmentation 23, 129, 143-50, 230

by buying patterns 146-7 demographic 144 economic 146 family 145-6 personality 147, 148 population 145 quality 147-9 social 144 traditional life cycle 149-50

self-fulfilling prophecy 195-6

service strategies 212-18 attitudes, values and benefits 218 benefits, expectations and satisfaction:

restaurant sector 215-16 commercial 213-17 features 214 meeting and exceeding

expectations 213 My Litre Pony 212-13 services, range of 156-7 staff training and development 217 storage and preservation 217-18 substitution 216 targets 37-8

7Ss format 280 shared values 174-7, 288, 301, 309 Sharp 98 Shaw, G. B. I. 18 Shell Directional Policy Matrix 72 Sherriff, R. C. 30 Shoppers Paradise 106-7 short-termism 115, 224-5 simple format 279 Sinclair C5 67 skills and capabilities 135, 300-1 skimming 108 Skoda 91, 132, 133, 208, 229, 243, 262,

325 soap operas 245 social

changes 320 issues 142 responsibility 331 see also STEP analysis

socio-technological format 280 Sony/Aiwa 98, 101, 208, 222, 234, 238,

243 special events 230 specialisation 23, 99 specialists 326-7 Spence, Sir B. 151 spending patterns 106 staff 135, 159, 217, 272, 279-80, 288,

305-6 stakeholders 6-7, 159-60, 168, 290....1,

321 standards 309

see also under ethics

status 149, 215 Steak House 216 steel 209 STEP analysis 61-2, 79 'step by step' method 305 stereotyping 195 Sternberg, E. 163 Stew Leonard 23 storage 217-18 store loyalty 147 storylining 241

Index 345

strategic confidence 317 strategic drift 285-7 strategic and environmental

analysis 58-80 added value: model employer

concept 78-9 commercial and operational

attractiveness 58-9 competitor 63-4 cost 72-4 cost benefit 74-5 environmental considerations 59 industry structure 62-3 manufacturing and distribution

chains 78 organisation 58, 78 product life cycle 64-9 product portfolio 69-72 projects 78 STEP 61-2 SWOT 60....1 value 75-7

strategic management in practice 28-57 aims and objectives 31-2 change agents and change

catalysts 53-6 Chief Executive 47-50 complexity 29 elements 42-3 fallen idols 47 human resource development 50....3 management and staff 42-7, 51-3 military comparison 30 Nike 45 qualities of excellence:

intrapreneuring 46 Toshiba 51-2

346 Index

strategic management in practice (cont.) villains 46 see also performance targets and

indicators strategy clock 85

see also Johnson; Scholes strategy development 233-62

acceptability 261-2 collaborative strategies and

alliances 252-4 commitment 259 consolidation 246 diversification 247-9, 251 environment 257-9 expansion and growth strategies 234-7 feasibility 261 improvement, constant 260--1 integration 249-51 joint ventures and collaboration

networks 254-7 mergers 252 project strategies 255-6 synergy 249 take-overs and acquisitions 251-2 withdrawal, retrenchment and

contraction 246-7 see also brands and branding

strengths see SWOT analysis sub-contracting 254 subsidiaries 247 substitutes and alternatives 142 success factors 142, 266-70, 291-2 Sugar, A. 4 sunshine 190 Superdrug 104, 121 supermarkets 86

see also food sector supply and demand 103, 111, 127-8,

160, 206, 210

238 137

support 255 Swire Group switching costs SWOT analysis synergy 249

60--1, 79, 232

take-overs and acquisitions 251-2 Taylor, D. 173 Taylor, F. W. 207

technology 135, 215, 295, 301, 311-12, 318, 320, 322

see also STEP analysis Teenage Mutant Hero Turtles 117, 296 Terry's 160 Tesco 86, 106, 185, 220, 237, 238, 240,

253 'there is no alternative' 303-4 Thomas Cook 240, 243 threats see SWOT analysis Thunderbirds 117 time 101-2, 113-19

clock 281 funeral insurance 118-19 lead time 116-18 mix 152 -profit equation 115 short-termism 115 timescale 8

TNT 238 tobacco 151-2 Toshiba 51-2, 311 tour operators 13

see also travel Toyota 98, 132, 133, 208, 210, 311 traditional life cycle 149-50 traditions and roots 199-200 trainers 99 training and development 217 transience 23 transport 323 trappings 169 travel sector 13, 74, 90, 232

see also air; sea Tricity 208 Triumph 291 trust 14

see also confidence TWA 242,291

understanding 14 unions 290--1 unit production 203-5 United Airlines 45, 167-8 United Kingdom training policy 227-8 UPVC double glazing 204 US Air 325 utility watchdogs 109-10

value 75-7, 85, 99, 101-2, 112-13, 152, 215-16, 309

see also shared variable costs 73 Vauxhall 132, 133, 307, 315 vested interests 301 villains 46 Villiers 291 Virgin Group 262, 319

blocking 23 bone-deep beliefs 311 brands and branding 240 Chief Executive 47, 49-50 diversification 248 effective staff 45 environment 259 expansion and growth strategies 235,

236 hook-ups and association 253 model employer 166 offensive strategies 97 respect and regard 182 SWOT analysis 60 vision 3

vision 3-4

Index 347

Volkswagen 66-7, 132, 133, 193, 229, 243, 325

volume 23, 34-5, 101-2, 11D-12, 152,215 voluntary sector 229-30 Volvo 132, 133, 199, 207

WalMart 23 Walters, M. 174, 176 Warr, P. 211 wastage 140 Waterman, R. 97, 175 weaknesses see SWOT analysis wellingtons 220 Wendy Company 47, 173 Williams, A. 174, 176 Wimpy 253, 314 withdrawal 246-7, 317 Wolf, S. 167-8 Woolworths 91 workplace 169 Wright, M.G. 30

Yugo 132

Zanussi 208