Organizational Strategy Low Price Responsiveness Differentiation: High Quality Differentiation: Newness Operations Strategy Low Cost Short processing times On-time delivery High performance design and/or high quality processing Consistent Quality Innovation Examples of Companies or Services U.S. first-class postage Wal-Mart McDonald's restaurants FedEx Sony TV Superior customer service Convenience Coca-Cola 3M, Apple Burger King (Have it your way") McDonald's ("Buses Welcome") Disneyland IBM Supermarkets; Mall Stores Differentiation: Flexibility Variety Volume Differentiation: Service Differentiation: Location