Value Streams differ from the more traditional approaches found in other Value Stream Mapping Processes. Its primary focus is not the discovery of waste but of process improvement with a very specific strategic intent, delivery of superior value for the execution of an organization‘s value proposition. This means that the focus of the analysis must be on those Value Streams and processes within those Value Streams that have the most substantial impact on the most important value drivers. These are the drivers that customers are telling you create value. There is a presentation on this slidedeck.

1. Business901

3. www.businessmodelgeneration.com

5. Channels
Customer Decision Making Process:
1. Awareness - How do we raise awareness about our products and services?
2. Evaluation - How do we help customers evaluate our Value Proposition?
3. Purchase - How do we allow customers to purchase products/services?
4. Delivery - How do we deliver a Value Proposition to customers?
5. After sales - How do we provide post-purchase customer support?

6. Awareness Evaluation Purchase Delivery After Sales

7. Awareness Evaluation Purchase Delivery After Sales

8. Access Engage Customize Connect Collaborate Advocate
Awareness Evaluation Purchase Delivery After Sales
Involve Influence Interact Intimacy Commit Refer

9. Pre-Purchase Purchase Post Purchase

10. Pre-Purchase Purchase Post Purchase

11. Pre-Purchase Purchase Post Purchase
Line of Interaction
Line of Visibility
Line of Internal Interaction

12. Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction

14. Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction

15. Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction

16. Pre-Purchase Purchase Post Purchase
Access Engage Customize Connect Collaborate Advocate

17. Pre-Purchase Purchase Post Purchase
Which
ones work
best?
Involve Influence Interact Intimacy Commit Refer

18. Pre-Purchase Purchase Post Purchase
Access Engage Customize Connect Collaborate Advocate
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes

20. Customers require more touch points and interaction.

22. Involve Influence Interact Intimacy Commit Refer

23. Involve Influence Interact Intimacy Commit Refer

25. Resources
Books:
This is Service Design Thinking: Basics - Tools - Cases
Business Model Generation: A Handbook for Visionaries, Game Changers,
and Challengers
Lean Thinking: Banish Waste and Create Wealth in Your Corporation,
Revised and Updated
The Experience Economy: Work Is Theater & Every Business a Stage
Websites:
Forrester: Welcome To The Era Of Agile Commerce
Businss901” http://business901.com

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