Lesson 5: Service Value Chain Flashcards
How many activities are there in the service value chain?
Six
What are the six activities in the service value chain?
- Plan
- Improve
- Engage
- Design and transition
- Obtain/build
- Deliver and support
What is involved in the “plan” activity of the service value chain?
Ensure a shared understanding of the vision, current status, and direction.
What is involved in the “improve” activity of the service value chain?
Ensure continual improvement.
What is involved in the “engage” activity of the service value chain?
Understand the stakeholders’ needs, facilitate transparency, and continually engage.
What is involved in the “design and transition” activity of the service value chain?
Ensure products and services meet expectations for cost, quality, and time-to-market. Also includes management and implementation of changes.
What is involved in the “obtain/build” activity of the service value chain?
Acquisition or building of components.
What is involved in the “deliver and support” activity of the service value chain?
Day-to-day delivery of solutions and support for user needs.
Input/Output relationships are interconnected in what manner?
Complex and dense.
What are the four types of Input/Output relationships?
- Linear
- One-to-one
- One-to-many
- Many-to-one
During the “plan” activity of the service value chain, why must one consider all four dimensions of service?
To ensure a holistic approach.
Which activity in the service value chain is the only one to receive input from all other activities, including itself, and sends to all other activities, including itself?
The “improve” activity.
Which activity in the service value chain is concerned primarily with service consumers?
The “engage” activity.
During which service value chain activity is the transfer of knowledge of the improved product or service to other service value chain activities?
The “transition” element of “design and transition.”
To what activity are components sent after the “obtain/build” activity?
The “transition” element of the “design and transition” activity.