Activity 3 Achieving Excellence in the Things That Really Matter Value Chain Analysis is a three-step process: 1. Activity Analysis: First, you identify the activities you undertake to deliver your product or service. 2. Value Analysis: Second, for each octivity, you think through what you would do to ooo the greatest value for your customer. 3. Evaluation on Pionning Thiroy, you evoluate whether it is worth moking changes, and then plan for action We follow there through one by one: 1. Activity Analysis The first step is to brainstorm the activities that you, your team undertakes that in some way contribute toworos your customer's experience. Tip: If you carry out the brainstorming behind the Activity Analysis and Value Analysis with your team, you'll almost certainly get oricher answer than if you do it on your own. YOU may also find that your team is more likely to buy into any conclusions you grow from the exercise. After all, the conclusions will be as much theirs as yours. 2. Value Analysis Now, for each activity you've identified, list the value Foctors - the things that your customers value in the way that each activity is conoucted. For example, if you're thinking about a telephone order-toking process, your customer wil value o quick answer to their coll; a polite manner: efficient taking of order details: fast and knowledgeable answering of questions and an efficient and quick resolution to any problems that arise. if you're thinking about delivery of a professional service, your customer will most ikely volue on accurate and correct solution; o solution bosed on completely up-to-date information; o solution that is cleorly expressed and easily actionable and so on. Next, to each octivity you've identified, write down these volue Foctors. And next to these write down what needs to be done or changed to provide great volue for each Value Foctor. 3. Evaluate changes and plan for Action By the time you've completed your value Analysis, you'll probably be fired up for action: you'll have generated plenty of ideas for increasing the value you deliver to customers. And if you could deliver all of these your service could be fobulous! Now be a bit coreful of this stage: you could easily frinter your energy away on a hundred oifferent jobs, ond never really complete any of them. So firstly, pick out the quick, easy, cheap wins - go for some of these, as this will improve your team's spirits no end. Then screen the more oifficult changes. Some may be improcticol. Others will deliver only marginal improvements, out of great cost. Drop these. And then prioritize the remaining tosic and plan to tackle them in on achievable, step-by-step way that delivers steady improvement of the some time that it keeps your team enthusiastic Tip: if you have a strong enough relationship with one or more of your customers, it may be worth presenting your conclusions to them and getting their feedback - this is a good way of either confirming that you're right or of getting a better understanding of what they really want