HMCS Vancouver Pre-Deployment Brief - May 2024 (Web Version).pptx
Kvs55 - Article task 1
1. 12 January 2012
KVS55 – Developing
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services business
Article assignment I
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2. Question I
• What does Grönroos (2010) mean with “practice matching”?
12 January 2012
Why should companies do that?
• “-the supplier has to gear all its processes relevant to the
customer's business towards the customer's corresponding
processes.”
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• Companies should do this in order to generate higher customer
value by matching the customers expectations of the service
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3. Question II
• According to Johnson et al. (2008), what kind of elements
12 January 2012
does a business model consist of?
1. Customer value proposition (CVP)
2. Profit formula
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3. Key resources
4. Key processes
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4. Question III
• Do you see any common message in these two papers
12 January 2012
(Grönroos 2011 and Johnson et al. 2008)?
• The both papers challenge existing paradigms
• Innovation or greater customer satisfaction is based on
interaction, which results in greater understanding of the
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customer
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Customervalueproposition (CVP)Offeringthesolutiontoa fundamental problem in a givensituation and doingitbetterthantheexistingsolutionsProfit formulaRevenuemodel, Coststructure, Whichcreatetheprofit of thecompanyKey resources Tangible resourcessuch as thepeople, technology, products, facilities, equipment, channels, and brandKey processes Intangible - Operational and managerialprocesses controlkeyresourcestodelivervalue in a waythey can successfullyrepeat and increase in scale. Excamples are training, development, manufacturing, budgeting, planning, sales, and service. Key processesalsoinclude a company's rules, metrics, and norms.
Bothemphasizeawareness of surroundings and an open systemResults in challengingexistingparadigmsExistingmodelsaren’tsuitableforevery single situationBothpapers base a loton a verycustomerorientedapproach of doingbusiness Innovationorgreatercustomersatisfactionisbasedoninteraction, whichresults in greaterunderstanding of thecustomer
