Optimising the Value Chain – Module Quiz

Its goal is to produce the products in such a way that they have a greater value (to customers) than the original cost of creating these products.

Human Resources is a primary activity within Porters value chain model

The value proposition is resonating factor that is the reason for the customer buying from Spinneys versus competitors

Value proposition is your differentiation and should define your market segment – the value chain needs to be designed around this

Customer experience deals with what customer thinks about a company versus CRM distributes what a company knows about a customer.

When determining the customer experience one needs to analyse each customer touchpoint in order to define the experience

The customer experience must be designed around the value proposition. In this case “The fresher experience Quality you can trust”

Customer journey is the effort walking through the aisles the customer undertakes to shop within Spinneys

The Net Promoter Score (NPS) is calculated by subtracting the proportion of promoters from detractors.

Operations refer to adding value by changing inputs into a finished product.