Porter's value chain comprises five primary activities and four support activities. Which of the following pairs a primary activity with an example from the case?
Porter's value chain comprises five primary activities and four support activities. Which of the following pairs a primary activity with an example from the case?
Chapter13: Services Marketing
Section13.2: American Express Delivers Service With Calls, Tweets, And Apps
Problem 2C
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Consider the following case as you respond to the questions:
HSO Corp. designs, manufactures and sells golf carts, scooters and similar vehicles. When a prospective client contacts one of their seven corporate offices, the office manager fills out an "intake questionnaire" to determine if HSO can meet the prospective client's needs. The office manager assembles a team of employees with expertise in design, production, marketing and accounting; the team reviews the intake questionnaire and determines if HSO can take on the order. If so, the office manager prepares a three-page written proposal for the prospective client; the proposal explains the responsibilities of both HSO and the client, along with a timeline and a budget. The proposal is forwarded to the prospective client electronically, and the client has ten calendar days to accept it. If HSO cannot take on the order, the prospective client receives an automatically generated form letter; if the prospective client does not accept the proposal within ten calendar days, they receive a different form letter. The new client remits half of the fee at the time the proposal is accepted, and HSO prepares weekly progress reports as the project moves forward. The reports are filed in HSO's database; a hard copy is sent to the client. On a monthly basis, HSO's office manager prepares a comprehensive status report for all current engagements. One week before each project is concluded, HSO bills the client for half of the remaining amount due; after the client has paid all outstanding invoices, HSO completes the work and bills the client for all remaining amounts. HSO delivers the finished product; the client must pay the full amount due within 30 days of the final invoice date. If the client pays within 15 days, HSO gives a 3% discount off the amount due.
Porter's value chain comprises five primary activities and four support activities. Which of the following pairs a primary activity with an example from the case?
HSO Corp. designs, manufactures and sells golf carts, scooters and similar vehicles. When a prospective client contacts one of their seven corporate offices, the office manager fills out an "intake questionnaire" to determine if HSO can meet the prospective client's needs. The office manager assembles a team of employees with expertise in design, production, marketing and accounting; the team reviews the intake questionnaire and determines if HSO can take on the order. If so, the office manager prepares a three-page written proposal for the prospective client; the proposal explains the responsibilities of both HSO and the client, along with a timeline and a budget. The proposal is forwarded to the prospective client electronically, and the client has ten calendar days to accept it. If HSO cannot take on the order, the prospective client receives an automatically generated form letter; if the prospective client does not accept the proposal within ten calendar days, they receive a different form letter. The new client remits half of the fee at the time the proposal is accepted, and HSO prepares weekly progress reports as the project moves forward. The reports are filed in HSO's database; a hard copy is sent to the client. On a monthly basis, HSO's office manager prepares a comprehensive status report for all current engagements. One week before each project is concluded, HSO bills the client for half of the remaining amount due; after the client has paid all outstanding invoices, HSO completes the work and bills the client for all remaining amounts. HSO delivers the finished product; the client must pay the full amount due within 30 days of the final invoice date. If the client pays within 15 days, HSO gives a 3% discount off the amount due.
Porter's value chain comprises five primary activities and four support activities. Which of the following pairs a primary activity with an example from the case?
A.operations, the proposal is forwarded to the client electronically
B. infrastructure, HSO bills the client
C. operations, HSO manufactures golf carts
D. infrastructure, HSO designs scooters
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