Assessing and managing the value chain

Ensuring customers are satisfed by delivering ‘value’ poses a number of challenges dependent not only on the product or service offered but also the type of customer served. Who are your customers and what are their requirements? When and where should value be delivered? To what extent are customer needs being met and how can service be continually improved? Having studied all these questions, the crucial issue must be how do you manage a value delivery ‘system’ capable of satisfying your customers?