1. Financial Report 2010 Income Statement Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

2. what the CEO wants what systems engineering thought the CEO wanted what manufacturing wanted engineering to do what finance finally approved what the supervisor actually requisitioned what the user really wanted Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

3. IS THE CUSTOMER WRONG? THE CUSTOMER IS ALWAYS RIGHT no yes Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

4. COMPANY PERCEPTION OF QUALITY CUSTOMER EXPECTATION OF QUALITY COMPANY PERCEPTION OF QUALITY CUSTOMER EXPECTATION OF QUALITY Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

5. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

6. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

7. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

8. SUPPLIER MANUFACTURER RETAILER CUSTOMER Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

9. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

10. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

11. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

12. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

13. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

14. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

15. OPPORTUNITY SHAREOFMARKET PROFITS BUYERS LEVERAGE SALES MONEY What entrepreneurs see in problems Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

16. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

17. QUALITY DRIVEN STRATEGY QUALITY-PROFIT LINK HIGHER QUALITY LOWER COSTS FASTER DELIVERY LOWER PRICE HIGHER PROFITS HIGHER SALES Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

18. A dissatisfied customer will e-mail ten thousand of his friends about his experience (in 30 seconds). A dissatisfied customer will tell ten of his friends about his experience. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

19. NEW (2025) MBA FIRST YEAR CORE COURSES customer delight 3 units intrepreneurship 3 units enhancing stakeholder value 6 units product life cycle analysis 3 units enterprise resource planning 3 units people empowerment 6 units CURRENT MBA FIRST YEAR CORE COURSES marketing management 6 units financial management 6 units operations management 6 units organizational management 6 units Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

20. Higher profits Higher sales Repeat & satisfied customers Lower costs Motivated employees Less defects & wastes Faster deliveries Lower inventories Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

21. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

22. + Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

23. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

24. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

25. RESTAURANT SIGN Pick two only GOOD CHEAP FAST Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

26. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

27. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

28. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

29. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

30. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

31. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

32. Who is better? TARGETACTUAL VARIANCE ACTUAL A 100 95 5 97 B 75 0 Next period Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

33. LOW VARIETY HIGH VARIETY LOW VOLUME HIGH VOLUME Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

34. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

35. The J-Curve crisis stabilization recovery growth turnaround breakthrough turnaround management Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

36. The J-Curve firefighting late turnaround management irreversible decline firefighting Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

37. PHASES OF TURNAROUND 123456789101112 STABILIZATION REORGANIZATION ENTREPRENEURSHIP OPERATIONAL IMPROVEMENT Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

38. marketing myopia core competence overdiversification Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

39. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

40. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

41. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

42. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

43. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

44. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

45. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

46. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

47. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com

48. Copyright © 2002 rtdonline.com, Rene T. Domingo, rtd@rtdonline.com