Question: Using Evergreen Products (the case found in Chapter 3), carry out the first step in the process of process mapping and analysis, as presented in

  1. Using Evergreen Products (the case found in Chapter 3), carry out the first step in the process of process mapping and analysis, as presented in this supplement, for the two different key customers:

Florists

Grocery stores

1. What differences did you note in terms of the desired outcomes for the processes and in the measures and metrics used?

2. To what extent can the same process effectively serve both key customers equally well?

3. What is the implication of your analysis for how firms should think about key customers and the processes that serve them?

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