Beruflich Dokumente
Kultur Dokumente
the Internal
Environment
of the Firm
chapter 3
Learning Objectives
3-2
Learning Objectives
3-3
3-4
3-5
Value-Chain Analysis
3-6
Value-Chain Analysis
3-8
Inbound logistics
Operations
Outbound logistics
Marketing & sales
Service
Question?
3-9
Value-Chain Analysis
3-10
Procurement
Technology development
Human resource management
General administration
Material handling
Warehousing
Inventory control
Vehicle scheduling
Returns to suppliers
Machining
Packaging
Assembly
Testing or quality control
Printing
Facility operations
Finished goods
Warehousing
Material handling
Delivery vehicle operation
Order processing
Scheduling & distribution
Advertising
Promotion
Sales force management
Pricing & price quoting
Channel selection
Channel relations
Installation
Repair
Training
Parts supply
Product adjustment
Support Activity:
Procurement
3-17
3-20
3-21
Interrelationships Among
Value-Chain Activities
Managers must not ignore the importance of
interrelationships among value-chain
activities
Interrelationships
Relationships
among activities
among activities
within the firm
within the firm and
he
with other
t
d in
n
a
a
stakeholders such
h
p
c
x
y
E ue
b
as customers &
val
g
in
g
suppliers
s
n
a rce
h
c ou
x
e es
r
Service Organizations
3-23
Question?
3-27
Sources of Inimitability
3-29
3-30
3-31
Evaluating Firm
Performance
3-32
Financial Ratio
Analysis
Balance sheet
Income statement
Market valuation
Historical comparison
Comparison with
industry norms
Comparison with key
competitors
Balanced Scorecard
Stakeholder Perspective
Employees
Owners
Customer satisfaction
Internal processes
Innovation, learning &
improvement activities
Financial perspectives
3-34
Exhibit 3.9
A Summary
of Five
Types of
Financial
Ratios
Customer Perspective
3-36
Time
Quality
Performance and service
Cost
Internal Business
Perspective
3-37
Business processes
Cycle
Decisions
Coordinated actions
Key resources and capabilities
3-38
Financial Perspective
3-39
3-40