chapter 13 engineers in marketing and service activities
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Chapter 13 Engineers in Marketing and Service Activities. Managing Engineering and Technology. Management Functions. Managing Technology. Personal Technology. Planning. Research. Time Management. Design. Ethics. Decision Making. Production. Career. Organizing. Quality. Leading. - PowerPoint PPT PresentationTRANSCRIPT
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Chapter 13
Engineers in Marketingand Service Activities
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Advanced Organizer
Decision Making
Planning
Organizing
Leading
Controlling
Management Functions
Research
Design
Production
Quality
Marketing
Project Management
Managing Technology
Time Management
Ethics
Career
Personal Technology
Managing Engineering and Technology
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Marketing & Engineers• Types of Marketing Relationships• Engineering Involvement in Marketing• After Sales ServiceEngineers in Service Organizations• Importance of Service Industries• Characteristics
Chapter Outline
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Chapter Objectives
• Describe the need for engineers in marketing
• Describe the various ways engineers work in the service industry
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Marketing
• Identifying customers• Studying customer’s needs• Obtaining opportunity to make an
offer• Closing a deal
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Types of Marketing Relationships
(Length of Relationship, and Commitment)
• Transaction-based Relationships• More Sustained Relationships• Highly Committed Relationships
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Marketing Functions
• Consumer products– Mass production– Major purpose of purchase: Consumption– Uniform requirements (high substitutability)– Small quantity
• Industrial products
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Engineering Involvement (Industrial products)
• Installation– Large, durable custom construction– Selling/design/cost estimation/supervision
• Accessories– Short-lived capital goods (equipment)– Designing for general customer (S)
• Raw materials– Extractive & agricultural products– Assessment of quality (B)
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• Process materials– Goods that change form in production– Specifications (B)
• Component parts– Goods that do not lose identity in production– Eng. Design (S) / Introduction to Users
• Fabricated items– Custom-made items– Eng. Design/ Specifications (B)– Bids (S)
Engineering Involvement (Industrial products)
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• Maintenance/Repair/Operating– Consumed in process of production or use– Parts/Schedule/Procedure/Methods (S)
• Services– Incidental use– Sell / Perform
Engineering Involvement (Industrial products)
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After-Sales Service• Installation• Warranty• Field service• Documentation• Training• Provisioning & providing repair
facilities• Providing retrofit, rebuild, & overhaul• Supplying spares & supplies
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The 22 Immutable Laws of Marketing
1. The Law of Leadership– It’s better to be first than it is to be better.– Hertz, IBM, Coca-Cola, Heineken, Times
2. The Law of the Category– If you can’t be first in a category, set up a new
category you can be first in.– Miller Lite, Dell, Charles Schwab
3. The Law of the Mind– It’s better to be first in the mind than to be first
in the marketplace.– IBM (Remington Rand)
The 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! --by Al Ries and Jack Trout
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The 22 Immutable Laws of Marketing
4. The Law of Perception– Marketing is not a battle of products, it’s a battle
of perceptions.– Honda, Campbell’s soup, New - classic Coca-Cola
5. The Law of Focus– The most powerful concept in marketing is owning
a word in the prospect’s mind.– Google, FedEx, Xerox, Coke, Kleenex
6. The Law of Exclusivity– Two companies cannot own the same word in the
prospect’s mind.– DHL (worldwide)
The 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! --by Al Ries and Jack Trout
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The 22 Immutable Laws of Marketing
7. The Law of the Ladder– The strategy to use depends on which rung you
occupy on the ladder.– Hertz/Avis/National
8. The Law of Duality– In the long run, every market becomes a 2-horse
race.– Eveready/Duracell, Hertz/Avis,
McDonald’s/Burger King, Nike/Reebok9. The Law of the Opposite
– If you’re shooting for 2nd place, your strategy is determined by the leader.
– Coca-Cola/Pepsi, McDonald’s/Burger KingThe 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! --by Al Ries and Jack Trout
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The 22 Immutable Laws of Marketing
10.The Law of Division– Over time, a category will divide and become two
or more categories.– Computer: PC, Workstations, Mainframe
11.The Law of Perspective– Marketing effects take place over an extended
period of time.– “Sales”, (short-term vs. long-term effects)
12.The Law of Line Extension– There’s an irresistible pressure to extend the
equity of the brand.– IBM: copiers, satellite, prodigy, OS/2, Lotus/WP– Microsoft: OS, Programming, Office, game,
internetThe 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! --by Al Ries and Jack Trout
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The 22 Immutable Laws of Marketing
13.The Law of Sacrifice– You have to give up something in order to get
something. (Product line, target market, constant change)
– Dept. stores vs. Toys “R” Us, Limited, The Gap14.The Law of Attributes
– For every attribute, there is an opposite, effective attribute.
– Coke-classic, Pepsi-younger generations– McDonald’s-young kids, Burger King-teens
15.The Law of Candor– When you admit a negative, the prospect will give
you a positive.– “Avis is No.2 in rent-a-car”, “Joy, the most expensive
perfume”The 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! --by Al Ries and Jack Trout
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The 22 Immutable Laws of Marketing
16.The Law of Singularity– In each situation, only one move will produce
substantial results.– New Coke vs. Classic Coke
17.The Law of Unpredictability– Unless you write your competitors’ plans, you
can’t predict the future.– IBM: Micro-channel
18.The Law of Success– Success often leads to arrogance, and arrogance
to failure.– DEC: PC, Open System, RISC
The 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! --by Al Ries and Jack Trout
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The 22 Immutable Laws of Marketing
19.The Law of Failure– Failure is to be expected and accepted.– Wal-Mart (Ready, fire, aim), 3M (Champion
system)20.The Law of Hype
– The situation is often the opposite of the way it appears in the press.
– New coke, USA Today, NeXt computer21.The Law of Acceleration
– Successful programs are not built on fads, they’re built on trends.
– Cabbage Patch Kids vs. Barbie doll
The 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! --by Al Ries and Jack Trout
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The 22 Immutable Laws of Marketing
22.The Law of Resources– Without adequate funding, an idea won’t get off
the ground.
The 22 Immutable Laws of Marketing: Violate Them at Your Own Risk! --by Al Ries and Jack Trout
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Engineers in Service Organizations
• Employment in “Goods producing” sector remain basically the same level (total #) from ‘86 to ‘96, and 2006 (projected), which represents 22.0%, 18.5% and 16.2% respectively
• Employment in “Service producing” sector increased from 74M (‘86) to 94M (‘96), and 112M (2006, projected), which represents 66.6%, 71.2% and 74.1% respectively
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Top 10 Industries in Projected Employment Growth
• Computer & data processing services (7.6%)• Health services (5.3%)• Management & public relations (4.8%)• Misc. transportation services (4.8%)• Residential care (4.8%)• Personnel supply services (4.3%)• Water & sanitation (4.2%)• Individual & misc. social services (4.1%)• Offices of health practitioners (3.9%)• Amusement & recreation services (3.5%)
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Top 10 Industries in Projected Employment Declining
• Coal mining (-6.0%)• Watches, clocks, and parts (-4.0%)• Footwear, except rubber and plastic (-4.0%)• Search & navigation equipment (-3.8%)• Crude petroleum, natural gas (-3.7%)• Luggage, handbags, & leather products (-3.6%)• Tobacco products (-3.1%)• Metal cans & shipping containers (-3.1%)• Tires & inner tubes (-2.9%)• Photographic equipment & supplies (-2.6%)
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Technical Employment in Service Sector
• About 22% of engineers worked in service producing industries (educational, research, consulting, hospitals & computing)
• About 14% of engineers worked for government (highway & other public works, DOD, DOE, NIST)
• About 6% of engineers worked in transportation, communication, & public utilities
• About 5% of engineers worked in wholesale, retail trade, & FIRE (finance, insurance, & real estate)
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Characteristics of Service Sector
• More intangible• Performed in real-time (scheduling)• Most professional & consulting services are
customized, personalized, & labor intensive• Infrastructure (electricity, transportation,
communication, etc.) providers are capital intensive