Ch.5 Service Value Chain

Question 1

Deliver and support value chain activity

Answer 1

Ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations.

Question 2

Design and transition value chain activity

Answer 2

Ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market.

Question 3

Engage value chain activity

Answer 3

Provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

Question 4

Improve value chain activity

Answer 4

Ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Question 5

Obtain/build value chain activity

Answer 5

Ensures that service components are available when and where they are needed, and that they meet agreed specifications.

Question 6

Plan value chain activity

Answer 6

Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management, and all products and services throughout the organization.

Question 7

Value stream mapping

Answer 7

A lean practice that examines the stream, quantifies its waste, and in so doing, identifies its weakest link.