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Service-Profit Chain

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This is a proven framework used by global strategy consulting firms for Fortune 500 companies. Learn this methodology and enrich your expertise. Then, save time by lifting slides directly from this presentation into your own.

The Service-Profit Chain model, developed by James Heskett, Earl Sasser, and Leonard Schlesinger, theorizes that organizations need to focus on providing what their employees, customers, investors, suppliers, and others value most. Driving value for these stakeholders will lead to maximum profitability.

By focusing on value, we will bring about necessary organizational change. Tying our organization to the most valued needs of our customers will make us more responsive to our markets. Also, giving employees what they appreciate in an organization will make them more productive and decrease the costs of employee turnover.

The Service-Profit Chain framework acknowledges the importance of the behaviors of a company's 3 key constituent groups:

1. Customers
2. Employees
3. Investors

This value-driven approach will result in greater organizational effectiveness and profitability. The spectrum of firms that benefit from the Service-Profit Chain model is wide. It includes small and large organizations, public and private organizations, and profit and non-profit organizations.

The Service-Profit Chain, developed from analyses of numerous successful service organizations, puts "hard" values on "soft" measures.


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