How to implement value chain analysis in the service industry

Written by marcus cage
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How to implement value chain analysis in the service industry
Value chain analysis is a team-building exercise. (Team image by Ewe Degiampietro from Fotolia.com)

Value chain analysis requires an assessment of work flows and their effectiveness. Customer service is of great priority, and is linked to business growth and success. In the service industry, customer feedback is the primary focus. The presence of excellent customer service can be detected by conducting a value chain analysis. This kind of analysis can examine activities that lead to the sale of a product or service.

Skill level:
Moderate

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Things you need

  • Management
  • Employees
  • Paper
  • Pen

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Instructions

  1. 1

    Analyse and include all the operational processes you utilise to serve your customer. Operational processes include marketing, sales and taking orders.

    How to implement value chain analysis in the service industry
    Always examine your business process and structure. (magnifying glass image by timur1970 from Fotolia.com)
  2. 2

    Record each activity and list the corresponding value factors. Value factors are things most valued by your customers. For example, your customer may value prompt customer service. Product knowledge and courtesy are also included as value factors, which relate to how you conduct processes that lead to customer satisfaction.

    How to implement value chain analysis in the service industry
    Service industries focus on the customer. (silhouette of a crowd image by Christopher Hall from Fotolia.com)
  3. 3

    Prioritise your tasks. Choose the activities that are most valuable to your customer. Once you have selected these tasks, arrange the remainder of activities according to their feasibility. This decision will be up to you and your staff.

    How to implement value chain analysis in the service industry
    Choose activities according to priority. (wish list ,Xmas image by Neil Denize from Fotolia.com)
  4. 4

    Construct a plan of action for each task. Create a step-by-step action plan that promotes improvement. Your plan of action must keep employees engaged and interested.

    How to implement value chain analysis in the service industry
    Value chain analysis promotes improvement. (strength image by Andrey Kiselev from Fotolia.com)

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