5. Activities of the service value chain, and how they interconnect Flashcards
These activities represent the steps an organization takes in the creation of value. Each activity transforms inputs into outputs. These inputs can be demand from outside the value chain or outputs of other activities. All the activities are interconnected, with each activity receiving and providing triggers for further action.
The six value chain activities
The six value chain activities are:
-plan
*improve
*engage
*design and transition
*obtain/build
*deliver and support.
The central element of the SVS is the ________, an operating model which outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services.
Service Value Chain
The purpose of the ___ value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
Plan
The purpose of the ____ value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The purpose of the ____ value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
engage
The purpose of the ___ value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The purpose of the _____ value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications.
obtain/build
The purpose of the ______ value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
