Index
3M, 157
Abbott Mead Vickers BBDO, 32
Accountability, 203
Analytical knowledge management, 178, 179
Anthony, M. T., 142
Appelbaum, S. H., 195
ARCO see Atlantic Richfield Company
Asda, 33
Asset management KM, 178, 179–80
AT&T, 92
Atlantic Richfield Company (ARCO), 215–21
Attitudes, 36, 38, 66–7, 121, 175, 176
Australia Mutual Provident (AMP), 47, 48
Aydlotte & Cartwright Inc., 222–3
Balanced scorecard, 197
Ballantyne, D., 181, 182, 183–4, 185–6
Banner McBride, 226
Barclays Card Services (BCS), 224–5
Bash, Ruth, 256
BCS see Barclays Card Services
Bell Helicopter Textron, 107
Benchmarking, 93, 101, 105, 180
customer satisfaction, 268
GTE Supply, 250
Berry, L. L., 3, 4, 5, 6, 13–14
empowerment, 72
personnel, 59
service quality, 79
Big Idea Award, 223
Binney, D., 177
Booz, Allen & Hamilton, 129
Bowen, D. E., 72, 73, 74–6, 82
Brand:
Lloyds TSB, 29
Branson, Richard, 206
British Telecom, 108
Brown, S. P., 18
Burger King, 76
Business environment see Environment
Business Process Re-engineering, 96, 163
Business theory, 234
Canfield, J., 162
Carlzon, Jan, 202
Case studies:
Atlantic Richfield Company, 215–21
Aydlotte & Cartwright Inc., 222–3
Eastman Chemical Company, 237–45
Champion International Corporation, 92–3
Atlantic Richfield Company, 215–21
resistance to, 9, 39, 45–6, 49, 52
Churchill, G. A., 19
Cleese, John, 32
Co-operation:
relationship marketing, 45
see also Collaboration
Code breaking, 183, 184–5, 186
Colgate-Palmolive, 127
Collaboration:
competitive, 119
horizontal technological, 134, 135
knowledge creation, 186
reciprocal interdependence, 27
see also Co-operation
exchange relationships, 119–20
knowledge management, 185, 186, 199, 200, 201, 207
organizational atmosphere, 114
total quality management, 95, 104, 108
Communication:
Boatmen Trust Company, 230
coupling model of innovation, 132
Eastman Chemical Company, 239, 243–4
inefficient, 137
innovation, 132, 152, 159–62, 167
knowledge management, 195–8, 201
manager roles, 190, 191, 193, 194, 201
new product development, 126
Pearl Assurance, 53
process, 35
promotion, 43
St Luke's Hospital, 270
socio-political context, 195
strategy implementation, 7
technical specialists, 194
TMC, 283
total quality management, 104
Competition:
internal, 265
quality management, 91
Competitive advantage, 13, 126, 164–5, 208
customization, 73
empowerment, 87
new product development, 129–30
total quality management, 91, 95, 117, 118
Competitive intelligence, 179
Computer-aided design (CAD), 135
St Luke's Hospital information system, 269–72
Concept screening, 146
Confidence, 86
Continuous improvement, 94, 95, 96–8, 99, 103, 120
Eastman Chemical Company, 240, 243–5
innovation management, 153
internal marketing, 112, 115, 116, 118
learning, 175
Coopers & Lybrand, 275
Copus, Alison, 206
Corey, -, 140
Corporate culture see Organizational culture
Corporate identity, 168, 226–7
Corporate level factors, 131, 133
Cost-benefit knowledge, 185, 189
Costs:
employee empowerment, 86
internal positioning, 41
marketing mix, 28
mistakes, 85
new product development, 127–8, 145
Pearl Assurance, 52
price, 43
service quality implementation, 19, 22–3
team approaches, 141
training, 174
Coupling model of innovation, 131–3
Creation knowledge management, 178, 180
Creative discretion, 72, 74, 76–7, 80, 83–5, 86
Creativity: innovation, 130, 155, 163, 168, 169
task complexity, 80
Cross-functional integration, 7, 9, 10
human resource management, 62
total quality management, 117–18
see also Inter-functional co-ordination
Cross-functional teams, 55, 62, 68
Realization Teams, 137, 139–41, 142, 143
total quality management, 92, 96, 115
Cross-selling, 72
Culture see Organizational culture
Customer orientation, ix–x, 6–7, 9, 10, 22, 60
human resource management, 63, 68
innovation, 154
total quality management, 114, 121
see also People-orientation
relationship marketing, 45
employee empowerment, 75, 76–7, 78–80
expectations, 5
feedback, 237
GTE Supply, 254
needs, 76–80, 82, 83–5, 94, 113, 125
relationships with, 82
satisfaction:
internal marketing definition, ix, 9
service recovery, 73
total quality management, 93–4, 97–8, 110–11, 112, 115, 116–17
Customization:
employee empowerment, 73, 75, 76, 78, 79, 82
Dahlgaard Su Mi Park, 101
Data warehousing, 179
Decision making: decentralized, 71
flat organizational structure, 135
learning organization, 176
phase review process, 142–3, 146
poor, 155
Realization Teams, 139
Review Boards, 141
Defensive routines, 203
Definitions of internal marketing, 3, 4, 6, 9–10, 11
Deming, W. E., 93, 94, 109, 203, 241
Demographic segmentation, 247
Desarbo, W. S., 19
Developmental knowledge management, 178, 180
Differentiation:
Boatmen Trust Company, 233
employee empowerment, 70, 71–2, 73, 74, 86, 87
task complexity, 76–8, 80, 82, 83, 84
Documentation, 35
Douglas Aircraft, 107
DuPont, 93
Eastman Chemical Company, 237–45
EasyJet, 84
Education:
Boatmen Trust Company, 229–30, 231
coupling model of innovation, 132
GTE Supply, 250
Effectiveness:
knowledge management, 189, 194
value proposition process, 147
Efficiency: new product development, 128
project execution, 132
value proposition process, 147
Electronic information processing, 135, 269–72
Emotional intelligence, 163
Employees:
Atlantic Richfield Company, 217, 218–19
attitudes, 36, 38, 66–7, 72–3, 121
Aydlotte & Cartwright Inc., 222–3
balanced scorecard, 197
barriers to implementation, 45–6
commitment, 120
as customers, 4, 5, 13–14, 25–7, 63
Eastman Chemical Company, 238, 239, 240–3
effects of change, 43
empowerment, 21, 22, 44, 70–88
Eastman Chemical Company, 238, 240, 242–3
human resource management, 57
management style, 60
Realization Teams, 140, 142, 143
total quality management, 94, 102, 104
First Direct, 260
human resource management, 57–69
involvement, 282
knowledge management and learning, 173–211
marketing-like activities, 6
motivation, 4–5, 9, 10, 15, 20–1, 22
customer orientation, 6
Eastman Chemical Company, 241–2
human resource management, 57, 58, 59
incentives, 31
knowledge management, 188
marketing mix, 28
marketing-like techniques, 25
money, 232
needs, 110
Review Boards, 142
total quality management, 102, 112, 118–19, 120
organizational culture, 157
relationship marketing, 45
role conflict/ambiguity, 18–19
satisfaction, 4–5, 9, 10, 21, 22, 160
Aydlotte & Cartwright Inc., 222
total quality management, 92–3, 110–11
segmentation, 36, 39–40, 41–2, 246–8, 278
see also Participants; People; Recruitment; Training
Empowerment, 21, 22, 44, 70–88
Eastman Chemical Company, 238, 240, 242–3
flat organizational structure, 135
human resource management, 57
management style, 60
Realization Teams, 140, 142, 143
total quality management, 94, 102, 104
employee empowerment, 75
total quality management, 114, 117
Ericsson Inc., 92
Explicit knowledge, 179, 184–5
External marketing, 7, 8, 25–6
Boatmen Trust Company, 233
human resource management, 63
total quality management, 115
Face-to-face communication, 31, 53
Feedback:
customers, 237
Eastman Chemical Company, 244–5
knowledge management, 183, 207
total quality management, 102, 105, 106
Value Management Cycle, 151
Fenwick, Alan, 275, 276, 277, 278, 279–80
Ferrell, O. C., 86
Fifth generation (5G) innovation, 134–6, 154
Fire fighting, 139
First Republic Bank Corp., 261–2
Flexibility:
innovation models, 133, 134, 135
task complexity, 80
Florida Power and Light, 107
Flynn, John, 263
Ford, 93
Fors, M. F., 9
Front-line managers, 190, 191–2
Functional managers, 190, 192–3
Gallagher, J., 195
Gambetta, D., 204
Garvin, D., 99
George, W. R., 4, 6, 7, 59, 62
Gilbert, Anne, 206
Glassman, M., 7
Go, 84
focus, 243
Gordon, G., 108
Gro¨ nroos, Christian, 6–7, 10, 13, 14–15, 16, 20–1, 70
Grounds, John, 227
Groups:
discretion, 74
problem solving, 73
see also Teams
Hacquebord, H., 96
Hallowell, R., 19
Hansen, M. T., 180
Harrell, G. D., 9
Hartline, M. D., 86
Herrington, G., 21
High involvement, 74
Hoffman, D. K., 21
Houston, M. J., 71
HRM see Human resource management
HSBC, 258
Human resource (HR) departments, 226–7
Human resource management (HRM), ix, 25, 57–69
Berry model, 14
segmentation, 36
training, 28
Image studies, 263
Implementation, x, 7–9, 10, 118, 120
GTE Supply, 252
internal positioning, 41
knowledge management, 177, 199–201
multi-level model, 38–9, 40–1, 55
new product development, 147
Pearl Assurance, 48, 49, 51, 54
total quality management, 103–5, 106, 108
Incentives, 31
Information:
electronic information processing, 135
quantitative/qualitative, 252, 253
St Luke's Hospital system, 269–72
sharing, 62, 72, 128, 176, 188
see also Knowledge management
Information technology (IT): innovation, 125
knowledge management, 173, 181
St Luke's Hospital information system, 269–72
see also Computers
Ingram, T. N., 21
Boatmen Trust Company, 233
internal marketing role, 156–68
knowledge management, 178, 180
process management systems, 130–6
Value Proposition Process, 147–51
see also New product development
Intangibles, 54, 101, 102, 198
Integration:
cross-functional, 7, 9, 10, 62, 117–18
fifth generation (5G) innovation, 134, 135
innovation, 133, 152, 153, 165, 166–8
total quality management, 94, 111, 113–14, 115
see also Inter-functional co-ordination
Intellectual capital, 173, 174, 207
Intellectual property, 179
Intellectual stimulation, 205
Inter-functional co-ordination, 9, 10, 20–1, 22
coupling model of innovation, 132
human resource management, 57, 58–9, 68
see also Cross-functional integration
Inter-functional conflict, 7, 61, 62, 68
Interactive marketing, 6, 7, 8, 14–15, 21, 22
employee empowerment, 82
relationship marketing, 45
Internal marketing definitions, 3, 4, 6, 9–10, 11
Internal selling, 229
International Organization for Standardization (ISO), 35, 93
Internet, 34
ISO see International Organization for Standardization
Issue orientation, 203
IT see Information technology
Iverson, Kenneth, 200
Jackson, S. E., 18
Japanese companies, 91, 103, 133
JIT see Just-in-time systems
Job satisfaction, 15, 18–19, 21, 22, 234
empowerment, 73
human resource management, 57
Johnson & Johnson, 204
Johnson, Robert Wood, 204
Juran, Joseph, 101
Just-in-time (JIT) systems, 240, 241
Kanji, G. K., 97
Kaplan, R. S., 197
Kearney, A. T., 105
Kelley, S. W., 21
Key account management, 45, 82
Kleinschmidt, E. J., 147
KM see Knowledge management
Knowledge management (KM), 173–211
internal marketing, 181–9, 197–8
Kotler, P., 60
Kwik Fit, 33
Larsen, Ralph, 204
Lawler, E. E., 72, 73, 74–6, 82
internal communication, 199–207
organizational culture, 157
product champions, 140
Review Boards, 142
see also Management; Senior executives
inter-project, 133
management, 189–95, 199–207, 208
Levitt, T., 71
Lipshitz, R., 202
Little, Arthur D., 105
Lomax, W., 21
Loyalty, 15, 18, 19, 111, 114, 118
relationship marketing, 44
McAffee, B., 7
McKay, J., 142
Management:
Atlantic Richfield Company, 219
customer orientation, 60
Eastman Chemical Company, 242, 244
GTE Supply, 252
innovation process systems, 130–6
learning, 189–95, 199–207, 208
participative, ix, 14, 15, 22, 60, 63, 68
poor planning, 156
Review Board, 142
theory X/theory Y managers, 75
total quality management, 95, 104, 106, 108, 117–18
unsupportive, 155
see also Knowledge management;
Leadership; Senior executives
Management information systems, 179
Atlantic Richfield Company, 216, 217–19
First Union, 246
Pearl Assurance, 49
TMC, 284
coupling model of innovation, 132
departments, 53, 55, 61–2, 68, 186, 226–7
human resource management, 57, 58–60
total quality management, 109, 111, 112–13
see also External marketing
Marketing and Communications Agency (MCA), 206
barriers to implementation, 46
internal positioning, 41
multi-level model, 37, 38, 41, 42–4
relationship marketing, 45
Marketing-like activities, 6, 9, 10, 25, 54
human resource management, 61, 68
internal marketing models, 15, 20, 22
Maslow, Abraham, 162
MCA see Marketing and Communications Agency
Measurement:
performance, 66–7, 101, 244–5, 250–1
total quality management, 96, 99, 102–3, 105, 106
Media, 220
Mergers, 29
Metaphors, 201
Miller, J., 162
Mills, P. K., 71
Mission, 65, 112, 120, 153, 243
multi-level model, 37
TMC, 282
Mission statements, 167, 206, 266, 276, 281
Mitchell, V. W., 110
Morgan, N., 7
Motivation, 4–5, 9, 10, 15, 20–1, 22
Atlantic Richfield Company, 219
customer orientation, 6
Eastman Chemical Company, 241–2
employee needs, 110
human resource management, 57, 58, 59, 68
knowledge management, 188, 192, 193
marketing-like techniques, 25
money, 232
Review Boards, 142
total quality management, 102, 112, 118–19, 120
Motorola, 93
Multi-level model of internal marketing, 37–44, 47–55
Murray, J. G., 4
National Health Service (NHS), 26
Neave, H. R., 110
Need (market) pull model, 131, 132
New product development (NPD), 125–30, 135, 136–46, 162, 165, 169
Value Proposition Process, 147–51
New Product Executive Groups see Review Boards
Newsletters, 223
Nielsen, A. C., 32
Nissan, 133
Nonaka, I., 183
Nordstrom, 159
Norton, D. P., 197
NPD see New product development
Nucor, 200
Oliver, R. L., 19
Organizational culture, 44, 47, 63, 68, 133
continuous improvement, 95
Eastman Chemical Company, 238
knowledge management, 176, 177, 203
leadership, 98
Lloyds TSB, 29
Pearl Assurance, 54
Sears, 65
Structured Development Process, 139
Thomas Cook, 276
total quality management, 114
Value Proposition Process, 147
Organizational learning, 175–7, 183, 200–1, 203–4, 207, 208–9
Organizational memory, 175, 177
Organizational structure, 62, 106, 135, 139–40, 158, 167
Ottinger, William F., 228–9, 230
PACE (Product and Cycle-Time Excellence), 137, 138
Parallel development, 133, 135
see also Employees; People
Participative management, ix, 14, 15, 22, 60, 63, 68
Pathfinders, 30
Pawar, K. S., 127
Peer-reference techniques, 71
People:
total quality management, 99, 114–15
see also Employees; Participants
People-orientation, 58, 59, 80
see also Customer orientation
Performance appraisal, 66
Performance management, 187, 191
Performance measurement, 66–7, 101, 244–5, 250–1
Personal relevance, 187–9, 194, 195
Personal selling, 31
Personalization, 75, 180, 181, 205
Peterson, R. A., 18
Piercy, N., 7
Place:
marketing mix, 27
Pooled interdependence, 27
Popper, M., 202
Portfolio life cycle, 150
multi-level model, 37, 38, 40–2
new product development, 129
Pearl Assurance, 51
Praise, 243
Prevention, 99
Price:
Pearl Assurance, 52
employee empowerment, 80
innovation management systems, 130–6
marketing mix, 28
multi-level model, 42
total quality management, 95–6, 98–9, 114
Process-based knowledge management, 178, 180
Product Approval Committees see Review Boards
Product champions, 132, 135, 137, 140
Production line approach, 71, 73, 75, 80, 83, 84
Productivity:
empowerment, 72
new product development, 128, 129
Products:
multi-level model, 38
production line orientation, 80
service product complexity, 78
see also New product development
new product development, 129
Project execution factors, 131, 132–3
Project management, 126, 155–6
Promotion:
Atlantic Richfield Company, 220
Pearl Assurance, 53
Psychographic segmentation, 247
QFD see Quality Function Deployment
Qualitative information, 252, 253
Quality:
Eastman Chemical Company, 239–41
fifth generation (5G) innovation, 134
GTE Supply, 249, 250, 251, 253
total quality management, 91–124
see also Service quality
Quality circles, 35, 73, 96, 103
Quality Function Deployment (QFD), 96, 101, 254
Quality Standards, 35
Quantitative information, 252, 253
R&D (research & development), 127, 130, 131
Rainey, Rusty, 261
Realization Teams, 137, 139–41, 142, 143
Reciprocal interdependence, 27
Aydlotte & Cartwright Inc., 222–3
Eastman Chemical Company, 245
GTE Supply, 250
First Direct, 260
Review Boards, 142
Thomas Cook, 277
Referrals, 230, 231, 232, 233, 264, 265
Relationship marketing, 7, 8, 44–5, 182
Relationships:
customers, 82
total quality management, 111–12, 113, 115, 116–17, 119, 121
Reliability, 79
see also Reward systems
Resource Boards see Review Boards
Resources:
innovation problems, 154
new product development, 127–8
Review Boards, 137, 141–3, 144, 145
Reward systems, 42, 66, 72, 92, 202–3
Aydlotte & Cartwright Inc., 222–3
Boatmen Trust Company, 231, 232
Eastman Chemical Company, 245
total quality management, 105
see also Remuneration
Richardson, B. A., 57
Risk, 52, 53–4, 130, 133, 145, 149
Robinson, G. C., 57
Routine discretion, 71–2, 74, 76, 80, 83–4, 85, 86
Saatchi & Saatchi, 33
Sales:
new product development, 129
Satisfaction:
customers:
internal marketing definition, ix, 9
service recovery, 73
total quality management, 93–4, 97–8, 110–11, 112, 115, 116–17
employees, ix, 4–5, 9, 10, 21, 22, 160
Aydlotte & Cartwright Inc., 222
total quality management, 92–3, 110–11
see also Job satisfaction
Scandinavian Airlines (SAS), 202
Schlesinger, L. A., 73
Scholtes, P., 96
Schuler, R. S., 18
Scientific management, 102, 162–3
Screening concepts, 146
differentiated messages, 160
multi-level model, 37, 38, 39–40, 41–2
new product development, 129
Thomas Cook, 278
Senior executives, 190, 193–4, 204, 247, 262
Sequential interdependence, 27
Service delivery:
employee empowerment, 70, 71, 72–3, 74, 75, 80, 86
perception of quality, 59
process, 42
speed of, 79
Service product complexity, 78
Service quality, ix, 4, 5, 21, 79–80
Berry model, 13
customer satisfaction, 19
TMC, 285
Service recovery, 22, 73, 82, 85
Sheridan, J. R., 200
SIA see Singapore International Airlines
Siguaw, J. A., 21
Silvestro, R., 82
Singapore International Airlines (SIA), 84
promotion, 43
see also Core competencies
Smith, R. A., 71
Socio-political context, 195
Southwest Airlines, 84
SPC see statistical process control
SPD see Structured Development Process
Speed of service, 79
Starr, -, 140
Statistical process control (SPC), 94, 99, 100, 237–8, 239
Steering committees, 104
Stephens, Andy, 258
Stories, 157
Strategy, ix, x, 200, 209, 282
corporate level factors, 133
fifth generation (5G) innovation, 134
human resource management, 63
implementation, 7–9, 46, 55, 118, 120
place, 44
promotion, 43
Sears, 64
total quality management, 115, 116
Structured Development Process (SPD), 137–9
Suggestion involvement, 73–4, 83
competencies, 165
fifth generation (5G) innovation, 134, 135
Suprenant, C. F., 19
Atlantic Richfield Company, 218–19
First Union, 246
image studies, 263
suggestion involvement, 73
System tools, 175
Tacit knowledge, 180, 184, 185, 191
Taguchi, G., 96
Taguchi methods, 96
Takeuchi, H., 183
see also Physical evidence
Task complexity, 76–8, 80–2, 83–5
Task interdependence, 137
Tatikonda, L. U., 105
Tatikonda, R. J., 105
Teams:
Realization Teams, 137, 139–41, 142, 143
total quality management, 92, 96, 115
Eastman Chemical Company, 238, 240, 242
GTE Supply, 250
integration, 271
Realization Teams, 137, 139–41, 142, 143
total quality management, 94, 96, 99
trust, 162
see also Groups
Technical specialists, 190, 194–5
Technology:
employee fear of, 272
horizontal collaboration, 134, 135
knowledge management, 174, 181
new product development, 129, 130
see also Information technology; Innovation
Technology push, 130
Telecommunications Research Group (TRC), 216
Terminology, 137
Thompson, T. W., 4
Thought leadership, 129
Three C's, 65
Three P's, 65
Time management, 202
Time to market, 128–9, 134, 146
TMC (Thomas & Mack Centre), 281–5
Tobin, L. M., 95
Total performance indicators (TPI), 66–7
Total quality management (TQM), 26, 27, 91–124, 203
Eastman Chemical Company, 237–45
implementation, 103–5, 106, 108
TPI see Total performance indicators
TQM see Total quality management
Training, 28, 58, 87, 164, 196
Atlantic Richfield Company, 221
Boatmen Trust Company, 233
channels, 34
customer service, 267
internal marketing models, 14, 15, 19, 22
knowledge management, 174, 180, 199, 207
National Health Service, 26
physical evidence, 35
Provena, 267
TMC, 283
total quality management, 92, 96, 104, 106
Transactional knowledge management, 177–9
Transactional marketing, 44, 45, 181, 182
TRC see Telecommunications Research Group
Eastman Chemical Company, 238
exchange relationships, 119–20
knowledge management, 183, 185, 186
leadership, 204
organizational atmosphere, 114
partnerships, 165
Trygg, L., 140
Turnover of staff, 45, 67, 92, 164
Value adding, 81, 147–8, 191, 192, 193, 278
Value Introduction Cycle (VIC), 151
Value Management Cycle (VMC), 151
Value Proposition Cycle (VPC), 148–9
Value Proposition Process (VPP), 147–51
Value Proposition Readiness Assessment (VPRA), 148, 149
Value Sensing Cycle (VSC), 150–1
B & Q, 167
brand, 224
employee retention, 121
Lloyds TSB, 29
Sears, 65
Virgin, 206
VIC see Value Introduction Cycle
Vision, 141, 175–6, 196–7, 206, 243, 266
VMC see Value Management Cycle
VPC see Value Proposition Cycle
VPP see Value Proposition Process
VPRA see Value Proposition Readiness Assessment
VSC see Value Sensing Cycle
Walkling, Neil, 258
Wallace Co., 107
Watson, Thomas, 202
Webcasting, 34
Willman, P., 59
Winter, J. P., 7
Workgroups, 74
Xerox, 93