Customer Value Action Items


  1. Describe the relationship between process and value;
  2. How does the process view differ from the functional view?
  3. Explain how you would use the marketing cycle and process model to analyze your current business situation.
  4. What quotations would you ask if your company was currently under-doing a review of its processes?
  5. What is a value statement? See if you can describe your firm’s value statement.
  6. What is service blueprinting and when is it appropriate to use?
  7. Suppose you are the manager of a quick-serve restaurant and you begin to notice that your lunch business is steadily declining. Moreover, you notice that customers are queuing up longer at the drive-through window. Which of the process improvement tools would you consider using, and why?

 My Cosultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight

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