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BUSINESSDYNAMICS CUSTOMER

DYNAMICS

MARKETDYNAMICS

INCOMES & OUTCOMES

CREATEVALUE

DELIVERVALUE

CAPTUREVALUE

INPUTS & OUTPUTS IMPACTROUNDMAP™ SCOPE:

To explain the scope of the ROUNDMAPwe prefer to use Porter’s Generic ValueChain formula: Value Created + Captured-/- Cost of Creating that Value = Margin.

ROUNDMAP focuses on the CustomerDynamics and the firm’s revenue model.

SHORT DESCRIPTION

TM

BUSINESSMODELMATRIX™ C R O S S S I L O™

™

TMTHE DIVISION OF LABOR

Operations can be reduced to two processes: the creation of

a product and the creation of a customer. It is a challenge to

align these two, so that overstock or long delivery times can

be prevented. While most are aware that the principles of

scientific management by Frederick Taylor have been adopt-

ed by production (l), we need to be mindful that similar prin-

ciples have also been applied to customer creation (r), caus-

ing frontline employees to disengage from their customers.

COMPARTMENTALIZEDPRODUCT ASSEMBLY LINE

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SILOIZATION OF THECUSTOMER CREATION PROCESS

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DISCOVERSOURCE ASSEMBLE NPSEXCHANGEQUALITY

MARKETING SALES SERVICE