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Essay: Essay notes: Which factors influence a business process?

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  • Subject area(s): Business essays
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  • Published: 4 October 2015*
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  • Words: 295 (approx)
  • Number of pages: 2 (approx)

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1. What is a value chain?
A value chain a chain of actions that an organization undertake to satisfices its customers (Porter, 1985). The activities are connected to each other.
2. What is the service blueprint?
A schematic way of service process between customer and provider, with all the channels, mechanisms and how they are related to each other (Bulkeley, 2013).
3. What are the primary, secondary and administrative processes?

  • Primary processes are directly related to the products or services. For example the service, marketing & sales, operations, inbound and outbound logistics.
  • Secondary processes are indirectly related to the products or services. These activities support the primary processes. For example the firm infrastructure, human resource management, technology development and procurement.
  • Administrative processes are activities that connect the primary and secondary processes to each other. It guarantee that these processes make the required criteria (Marcus & Dam, 2007)

4. Identify & understand the different steps of the business process (input, throughput and output) and create the chain of activities which are performed at Jumeirah in order to enhance and deliver its valuable product/service to its customers (value chain). Do not forget to include the primary, secondary and administrative processes.
Primary activities

  • Inbound logistics
    • Purchasing raw materials
  • Operations
    • Preparation of the food for the customers
    • On time delivery
  • Outbound logistics
    • Serving the food
    • Take their jacket
    • Escort the customer to their table
    • Present the menu card to them
  • Marketing and sales
    • Branding
    • Advertising
  • Service
    • Customer feels special

Secondary activities

  • Procurement
    • Buying the resources
  • Technology development
    • Note the order digital
  • Human resource management
    • Managing and training employees
  • Firm infrastructure
    • Money for the restaurant

Bulkeley, B. (2013). Service Blueprinting: Understanding Your Customer’s Experience.
Accessed on 1 December 2014 via http://blogs.ptc.com/2013/06/10/service-blueprinting-understanding-your-customers-experience/
Marcus, J., & Dam, van N. (2007). Organisation and Management. An International
Approach. (1st ed.). Groningen: Wolters-Noordhoff.

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