The first assignment is asking you to apply the idea of customer value to your own department or process in your organization, to help you explain the part that you play in achieving the strategy or mission of your overall organization.

The first assignment is asking you to apply the idea of customer value to your own department or process in your organization, to help you explain the part that you play in achieving the strategy or mission of your overall organization.

For example, if you work in Accounting for Air Canada, you need to start with the Air Canada strategy, but I want to know about who Accounting’s customers are, not Air Canada’s.
The assignment is a response to the following questions. No need to develop a fancy report format; just answer the questions. There is a 1000 word maximum.
• Describe the strategy of your overall organization using Porter’s Five Generic Competitive Strategies (Tool #6, pg. 34 in Power’s Case Study Analysis Handbook). If you belong to a public sector organization, explain your mission or mandate.
• Who are the customers of your part of the organization? Describe the product or service you provide for these customers, and the process used to provide it.
• What do the customers of your part of the organization value? How does this align with the strategy you described?
Note: Your “customer” doesn’t have to be the final end-user of your product or service of your overall organization.
• Your customer might be an external user if your part of the organization is the final step in the process or if you’re in the customer-facing part of the organization
• Your customer might be internal if you provide a service or product inside your organization
If, for some reason, you are unable to complete this assignment using your current or recent organization, please contact me and I will provide you with a business case which you can use to answer the same questions. It won’t be as interesting for either of us, though…
When I mark this assignment, I’ll be looking for evidence that you’ve understood the course concepts used in the assignments. To demonstrate this, you’ll have to dig deeper than telling me your customer values service – tell me exactly what that means to your customer, being as specific as you can. I’ll also be looking for evidence that you are able to apply the concepts to make a logical, coherent argument linking (or describing the failure to link) the strategy of your organization all the way through the process you describe.
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