55. plan a trip
compare different options
make a reservation
pick up the car
drive
return the car
go home
innovation
opportunities
56. web-based
travel agent
vouchers
cell phones,
Never-Lost
Minimal / none
Some activity
Moderate activity
Frequent activity
Non-stop activity
availability,
models
rapid pick-up,
rapid return
fleet
optimization
modeling
travel
agents
airport
shuttle bus
business
travelers
Offering
Core
process
Process.
Enabling
process
Business
model
Finance
Networking Product/Service
performance
Service
system
Customer
Service
Channel
Delivery
Brand Customer
experience
Rental Car Example
Most competitive activity
in the rental car industry is
focused here
Source: Doblin Consulting
57. web-based
travel agent
vouchers
cell phones,
Never-Lost
Minimal / none
Some activity
Moderate activity
Frequent activity
Non-stop activity
rapid pick-up,
rapid return
fleet
optimization
modeling
travel
agents
airport
shuttle bus
business
travelers
Offering
Core
process
Process.
Enabling
process
Business
model
Finance
Networking Product/Service
performance
Service
system
Customer
Service
Channel
Delivery
Brand Customer
experience
charge
insurers
• Now largest ($6.9b vs. $4.9b for Hertz, $2.5b for Avis)
• Targets the occasional renter
• Uses the insurance company channel
• Brings the car to the renter; avoids airport cost structure
brings car to
you
occasional
rentersinsurers
availability,
models
Rental car industry
Source: Doblin Consulting
58. Emerging standards,
specialization
e.g. PowerPC (IBM, Motorola,Apple),
Zero inventory assembly
Flexible financing
e.g. FreePC, Gateway Your: )ware,
Compaq leasing
Networked organizations
e.g. Dell paperless purchasing, Intra/
Extranets
Low-cost home PC’s
e.g.Windows 95, Intel Celeron
Technology-driven
multimedia enhancements
e.g. Intel 486,Windows 3.0,Adobe
Postscript
Direct distribution
e.g. Dell, Gateway Country Stores
Source: Doblin Consulting
59. Global alliances
e.g. Star Alliance, OneWorld
Streamlined processes,
safety procedures
e.g. Defibrillators in airplanes and airports,
streamlined boarding procedures
Outsourcing on non-core processes
e.g. Gate Gourmet buys SAS Service Partner,
Learjet purchase of AMR Coombs facilities
Global alliances and
consolidation
e.g. Shared frequent flyer programs
and lounge access
Revenue generating innovation
e.g. United Connections and Aadvantage
Websites, inflight gambling
Amenities for Premium
Passengers
e.g.Virgin Clubhouses, BA First
Lower cost
e.g.ValuJet, Kiwi
Passenger airline travel
Source: Doblin Consulting