Deloitte Enterprise Value MapTM
(Practical paths to increase shareholder value)
It’s easy to say shareholder value is important.
Not so easy to make it influence the decisions
that are made every day: where to spend time
and resources, how best to get things done, and,
ultimately, how to win in the competitive
marketplace.
This Map is designed to accelerate the
connection between actions you can take and
shareholder value. It is not rocket science and it
is not complete, but it can jump-start the
process of focusing on the things that matter
most and then choosing practical ways to get
them done.
Here are two simple ways to use it:
Start at the top. Working your way down,
at each step ask yourself, How will we
improve this? This will help ensure that your
tactics support your objectives.
Start at the bottom. Working your way up,
at each step ask yourself, Why are we doing
this? This will help ensure that every tactic
leads to shareholder value.
Operating Margin
Revenue Growth
Asset Efficiency
(after taxes)
Expectations
How Value is Created
(Value Drivers)
Volume
Acquire New Customers
Selling, General &
Administrative
(SG&A)
Price Realization
Retain and Grow Current
Customers
Leverage IncomeGenerating Assets
Strengthen Pricing
Cost of Goods Sold
(COGS)
Improve
Improve
Improve
Improve
Customer Interaction
Efficiency
Corporate/Shared Services
Development & Production
Efficiency
Efficiency
Logistics & Service
Provision
Efficiency
What You Can Do
Income Taxes
Property, Plant &
Equipment
(PP&E)
Inventory
Receivables
& Payables
Company Strengths
Improve
Improve
Improve
Improve
Improve
Income Tax
PP&E
Inventory
Receivables & Payables
Efficiency
Efficiency
Efficiency
Efficiency
Management & Governance
Effectiveness
External Factors
Improve
Execution Capabilities
(Improvement Levers: Business Processes,
Assets and Organizational Capabilities)
Change What You Do
-
What you provide
Whom you target and serve
How you compete
Where you deploy resources
Which operations you outsource
Marketing &
Sales
Product &
Service
Innovation
Account
Management
Cross-Sell/
Up-Sell
Retention
Increase focus on
high-value/highpotential customers
Broaden product and
service offerings
Increase focus on
high-value/highpotential customers
Increase focus on
high-value/highpotential customers
Increase focus on
high-value /highpotential customers
Increase focus on
most profitable
products and services
Increase focus on
R&D, product
innovation, and
product leadership
Rationalize
customer portfolio
Increase focus on
most profitable
products and services
Increase emphasis on
customer retention
Increase focus on
most effective sales
and advertising
channels
Increase emphasis
on design for
configurability/
customization
Increase emphasis on
account/relationship
development
Increase focus on
most effective sales
and advertising
channels
Create barriers to
switching
Target new
geographies
Improve platform and
portfolio strategies for
products and services
Improve account
management
strategies
Increase focus on
expansion of
customer
relationships
Refocus and/or refine
retention priorities and
strategies
Target new segments
within current
geographies
Increase emphasis on
time-to-market and
time-to-productionvolume
Expand sales and
advertising channels
Increase number and
quality of product and
service launches
Strengthen governance approaches
Align resources with strategies
Improve business processes
Hone strategic capabilities
Manage tax impacts and opportunities
Improve control / reduce risk
Collaborate more effectively
Satisfy customers, employees and
other stakeholders
BUSINESS PROCESS GROUPINGS
Business Strategy and Management
(Business and Financial Strategy, Mergers and Acquisitions, Tax
Management, Risk Management, Compliance Management, Program
Management and Performance Management)
Customer Strategy, Relationships and Interactions
(Marketing, Sales, Delivery/Provisioning, Billing and Service)
Product Strategy, Development and Production
(Innovation and Design, Supply Chain Management, Production
Operations and Logistics)
Human Capital Strategy and Management
(Recruitment, Development, Administration and
Performance Management)
IT Strategy and Management
(Design, Development, Deployment, Operations and
Performance Management)
All Process Groupings
Rationalize targeted
customer segments
Rationalize targeted
markets and customer
segments
Rationalize and/or
refocus product and
service portfolios
Differentiate treatment
of customers/
segments
Increase focus on
developing and
protecting intellectual
capital
Increase emphasis
on differentiated
products and services
Increase emphasis on
differentiated pricing
across customer
segments
Rationalize and/or
refocus product and
service portfolios
Rationalize and/or
refocus product and
service portfolios
Improve focus on
segments with lower
average cost-to-serve
Increase use of lowercost delivery/
installation channels
Increase focus on
divestiture and
reinvestment
Improve focus on
price-insensitive
customer segments
Increase focus on
pricing effectiveness/
price optimization
Rationalize and/or
refocus channel/
media usage
Increase use of lowercost sales channels
(telesales, outlets, selfservice, etc.)
Differentiate service
treatment of
customers/segments
Convert free services
to fee-based services
Improve focus on
higher-value
segments
Improve focus on
higher-value
customers/segments
Consolidate or
outsource service and
support operations
Increase focus on
product innovation
Improve collaboration
with design,
development and
production partners
Improve
understanding of
customer needs
Improve effectiveness
of marketing,
advertising and sales
processes
Improve reuse of
product and service
components
Increase time spent
selling
Acquire new product
and service offerings
Tailor marketing and
sales approaches to
customer segments
Improve investment
returns on cash/
treasury funds
Improve identification
of cross-sell/up-sell
opportunities
Improve
understanding of
churn/defection
drivers
License or sell
intellectual capital to
other enterprises
Improve
understanding of
current customer
satisfaction
Implement proactive
and reactive crosssell and up-sell
campaigns
Improve identification
of churn/defection
candidates
Sell appreciated
assets
Improve
responsiveness to
customer complaints/
feedback
Improve cross-sell
and up-sell
approaches/models
Improve adherence to
contracts and
agreements
Develop, spin-off and
sell new businesses
Improve product/
service R&D
and deployment
capabilities
Proactively manage
transition points
Improve effectiveness
of cross-sell/up-sell
processes
Improve retention and
win-back processes
Improve access to
information and
analytical tools
Adapt current
products and services
for new segments/
channels
Improve tracking of
customer interactions
Improve quality and
assignment of sales
leads
Pursue joint-venture,
partnership and OEM
arrangements
Maintain competitive
functionality and value
Improve brand
strength and good will
Improve management
of product lifecycles
Tailor products and
services to new
customer segments
(life events, ends of
contracts and leases, etc.)
(purchasing, fulfillment,
usage, support, service,
etc.)
Increase use of
promotions
(production capacity, service
capacity, etc.)
Real Estate
Implement integrated
applications across
organizational
boundaries
Consolidate company
real estate/facilities
Consolidate or
outsource recruitment
functions
Rationalize IT
application portfolio
Consolidate or
outsource design and
development
functions
Consolidate IT,
telecom and network
equipment and
facilities
Consolidate or
outsource design,
development and
deployment services
(self-service, partners, etc.)
Increase use of lowercost billing channels
(automated, self-service,
etc.)
Consolidate or
outsource order
fulfillment functions
(pick, pack and ship,
install, provision, etc.)
Consolidate or
outsource billing
operations
Consolidate or
outsource operations
and maintenance
services
Improve focus on
higher-value
advertising channels/
media
Bypass current
channels / Sell
directly to customers
Design products for
ease-of-use / selfservice
Improve emphasis on
design for packing/
shipping efficiency
Consolidate or
outsource end-user
support
Improve
relationship/account
development
processes
Improve service and
support processes
(licenses, distributorships,
etc.)
Improve
understanding of
product/service value
to customers
Provide staff with
better market and
customer information
Improve processes
for generating,
qualifying and
assigning leads
Align advertising with
pricing strategies
Increase use of
differential pricing
mechanisms (based on
Improve analytical
processes and tools
Improve
communication and
coordination with
distribution centers
Improve tailoring of
offerings to customer
needs
Provide staff with
better competitive
information
Improve
communication and
coordination with
sales channels
Align product and
service prices with
value to customers
Improve definition of
product and service
specification
Improve demand
forecasting
Improve structuring
and pricing of
promotions
Improve tailoring of
marketing and
advertising
approaches to
customer segments
Procurement
Business
Management
Financial
Management
Product
Development
Manage procurement
on a national/global
basis
Consolidate and/or
align business
planning,
management and
reporting functions
Consolidate and/or
align financial
planning,
management and
reporting functions
Rationalize and/or
refocus product and
service portfolios
Rationalize and/or
refocus product
portfolio
Consolidate or
outsource learning
and development
functions
Consolidate or
outsource
procurement functions
Improve alignment of
business unit
strategies with
enterprise strategies
Consolidate and/or
align financial
accounting and
analysis functions
Increase emphasis on
modular, extensible,
scalable designs
Consolidate or
outsource
improvement and
deployment
Consolidate or
outsource benefits
administration
functions
Refine vendor
strategies
Improve alignment of
organization structures and governance
models with business
strategies
Improve alignment of
financial strategies
with corporate
strategies
Consolidate or
outsource property
management
functions
Consolidate or
outsource payroll
functions
Rationalize/
consolidate vendor
portfolio
Improve alignment of
capital budgets and
program plans with
business priorities
Strengthen
enterprise-wide
financial reporting
standards
(Excluding Production
Materials &
Merchandise)
Increase use of lowercost real estate and
facilities / Relocate
business operations
Improve focus on
employee retention
Outsource property
tax administration
activities
Develop/integrate
global HR practices
(compliance, assessment,
negotiations, etc.)
(internal/external, onshore/
offshore, etc.)
Standardize product
catalogs
(equipment, office supplies,
promotional materials, etc.)
Align M&A strategies
with business
objectives
Increase use of lowercost channels
(self-service, etc.)
Integrate tax opportunities and issues
into business planning
processes
Develop business
models with low real
estate requirements
Consolidate or
outsource product
development
functions
Rationalize/
consolidate vendor
portfolio
Increase emphasis on
design for production
efficiency
Refine/align
logistics and
distribution strategies
Manage purchasing
on a national/global
basis
Improve focus on
higher-value customer
relationships
Maximize tax benefits
associated with major
business decisions
Reduce number of
data centers, branch
offices, dealerships,
retail outlets, etc.
Increase use of lowercost product
development
channels
Increase focus on
materials-efficient
production
mechanisms
Consolidate or
outsource production
functions
Increase focus on
higher-value products
and partners
Consolidate or
outsource
merchandising
functions
Increase emphasis on
designing for service
efficiency and selfservice
Increase focus on
component reuse
Increase quality and
consistency of
materials
Increase use of lowercost logistics and
distribution channels
Rationalize/
consolidate vendor
portfolio
Consolidate or
outsource service
operations
Utilize tax-effective
corporate structures
for ownership/licensing of intangible
assets (patents, trade
Improve ordering and
receipt processes
Increase focus on
stakeholder
relationships
Increase focus on
business agility and
flexibility
Increase focus on
strategic assets
Improve communication between the
board, management,
shareholders and the
public
Improve alignment of
customer, product,
advertising, sales,
service, support, and
fulfillment strategies
Establish program/
project delivery as a
key competency
Improve effectiveness
of organizational
structures
Establish process
improvement and
innovation as key
competencies
Establish
cross-company
collaboration as a key
competency
Improve identification
of stakeholder groups
and establishment of
priorities
Establish agility and
flexibility as key
competencies
Establish
development of
strategic assets as a
key competency
Increase focus on
vendors with
favorable payment
terms
Strengthen and
communicate mission,
vision, values and
ethics
Increase emphasis
on risk-informed,
scenario-based
planning
Increase emphasis on
continuous, proactive
management of
investment portfolios
Increase focus on
managerial, forwardlooking information
Improve effectiveness
of organizational
structures and
governance models
Increase proactive
pursuit of
partnerships, mergers
and acquisitions
Establish
management of key
stakeholder
relationships as
organizational priority
Establish product,
service and process
innovation as key
competencies
Increase emphasis on
leveraging strategic
assets
Rationalize/
consolidate vendor
portfolio
Build values and
ethics into corporate
culture
Improve integration of
short- and long-term
business planning
Improve effectiveness
of program/project
governance models
Increase focus on key
performance metrics
Increase emphasis on
cross-business-unit
and cross-company
collaboration
Increase emphasis on
operational integration
with partners
Improve relationship
management
strategies for key
stakeholder groups
Improve agility and
flexibility of
organizational
structures
Utilize tax-effective
corporate structures
for ownership/licensing of intangible
assets (patents, trade
Outsource business
functions
Develop low-Inventory
business models
Increase emphasis on
designing for
manufacturing
efficiency
Coordinate
management of
credit/receivables
across business units
Coordinate
management of
payables across
business units
Consolidate
IT systems,
production lines and
service mechanisms
Rationalize and/or
refocus customer
segments and
distribution channels
Increase emphasis on
use of common
components
Improve management
of credit risk across
business units
Increase emphasis on
high-turn products
Increase emphasis on
designing for
materials efficiency
Increase focus on
customer segments
with low credit/loan
needs
(composition, selection,
roles, etc.)
Improve identification
and prediction of
industry and market
trends
Improve structuring
and launch of
cohesive program
portfolios
Improve
determination of key
performance metrics
and targets
Improve assessment
and benchmarking of
business process
performance
Improve ability to
identify and assess
partnering
opportunities
Increase utilization
of standardized
components
Differentiate credit
treatment of
customers/segments
Improve management
of debt portfolio
Align internal audit
practices with
business and risk
objectives
Improve strategy
development capabilities at corporate
and business-unit
levels
Structure programs/
projects to deliver
benefits progressively
Improve analysis of
managerial
information
Increase integration of
business processes
across organizational
boundaries
Improve capacity
planning processes,
skills and tools
Improve design/
structure of
distribution networks
Provide staff with
better information and
tools
Improve utilization of
service staff
Utilize international
financing opportunities to minimize aftertax borrowing costs
Improve terms
on property and
facilities
Improve quality and
consistency of
manufacturing
materials
Rationalize production
quantities and timing
Shorten production
cycles
Improve and
standardize credit
assessment
processes
Improve alignment of
A/P systems and
processes with daysoutstanding strategy
Implement/enhance
anonymous employee
reporting and feedback mechanisms
Improve development
and analysis of
business cases
Improve coordination
and communication
across programs and
projects
Improve focus on
most important
managerial
information
Improve demand
forecasting
processes, skills and
tools
Improve demand
forecasting
processes, skills and
tools
Rationalize production
quantities and timing
Improve demand
forecasting
processes, skills and
tools
Provide staff with
better customer
information
Improve management
of transfer pricing
Divest low-utilization
real estate
Increase
use of leased
production equipment
Rationalize
merchandise order
quantities and timing
Rationalize production
quantities and timing
Improve management
of delinquent
accounts
Improve coordination
of payments across
business units
Improve understanding of regulatory
requirements
Improve
communication of
strategic directions
and priorities
Improve
accountability/
authority of program
and project resources
Focus efforts on
higher-value vendor
relationships
Rationalize production
quantities and timing
Rationalize
merchandise order
quantities and timing
Rationalize order
quantities and timing
Provide staff with
better product, service
and contract
information
Optimize accounting
methods and selection of accounting
periods
Increase use of
leased infrastructure
Increase utilization of
production equipment
Divest low-demand/
obsolete inventory
Divest obsolete
materials
Improve collections
processes
Improve assessment
and benchmarking of
A/P performance
Improve monitoring
and management of
regulatory compliance
Improve alignment of
budgets and capital
programs with
strategic priorities
Reduce procurement
cycle times
Improve coordination
with business
partners
Align production and
merchandise ordering
schedules with
distribution schedules
Improve assignment
of transactions to
appropriate staff
Differentiate treatment
of customers/
segments
Improve terms on
materials purchases
Shorten production
cycles
Provide staff with
better information and
tools
Improve use of
national/global
purchasing power
Route low-value
transactions to lowercost sales channels
Optimize depreciation
methods/lives for
property, plant and
equipment
Improve terms with
service providers
Improve utilization of
production channels /
Reduce downtime
Improve demand
forecasting
processes, skills and
tools
Increase use of
vendor-managed/
vendor-warehoused
inventory
Improve routing of
service requests to
appropriate service
channels
Ensure full utilization
of tax carryforwards
Improve skills of
inventory and
distribution staff
Improve skills of
merchandising staff
Improve skills of
service staff
Improve staff
incentives around
service efficiency
Improve audit and
compliance
management
processes
Improve
prototyping, piloting
and testing processes
Provide staff with
better product
information and tools
Improve
program
management
processes
Improve business
case development
and analysis
processes
Improve product and
service introduction/
launch processes
Improve assignment
of procurement
transactions to
appropriate staff
Improve
accounting and
measurement
processes
Improve tax management processes
Improve utilization of
product development
channels
Increase focus on
higher-value vendor
partnerships
Improve business
performance reporting
processes
Improve asset
management
processes
Improve collaboration
with partners and
customers
License or acquire
products and
intellectual property
Improve skills of
product development
staff
Provide staff with
better product, service
and competitive
information
Provide staff with
better product and
service information
Improve policies and
processes around
merchandise returns
Improve dispatch,
diagnostic, resolution
and replacement
processes
Increase utilization of
real estate
Improve employee
retention programs
Improve product and
service launch
processes
Consolidate/realign
sales territories
Route low-value
transactions to lowercost sales channels
Provide staff with
better customer and
order information
Improve technology
and data risk
management
processes
Improve terms with
service providers
(equipment, supplies, etc.)
(travel, contract labor, etc.)
(negotiation, execution and
compliance)
Improve product and
service withdrawal
and retirement
processes
Improve sales
forecasting and
campaign execution
processes and tools
Improve routing of
service requests to
appropriate staff
Improve forecasting,
planning and
prioritization skills and
tools
Increase utilization of
IT, telecom and
network resources
Improve terms on
purchased and leased
real estate, furniture
and fixtures
Improve capacity/
demand planning
processes and tools
Improve collaboration
with vendors
Improve/standardize
M&A processes
Improve budgeting
and forecasting
capabilities
Evolve product and
service features,
functionality and value
Improve quality
assurance programs
Implement pricing and
affinity programs
based on volume and
breadth
Proactively manage
transition points
(life events, ends of
contracts and leases, etc.)
Improve ability to
utilize offshore cash/
assets and move
between geographies
Shorten time-tomarket
Improve price/margin
knowledge of staff
Improve campaign
design and
management
processes and tools
Improve terms with
sales channels
Increase use of lowercost service and
information channels
Improve due-date
reliability
Consolidate device
management
information and tools
Improve terms on
improvements
Implement/improve
company-wide
processes and tools
for assessing staff
performance
Improve terms on
equipment and
supplies
Improve compliance
management
processes
Improve financial
reporting efficiency
Shorten order-todelivery cycle time /
Improve product and
service availability
Remove barriers to
switching
Improve account
management skills of
staff
Improve brand
strength and good will
Implement affinity
programs
Utilize tax opportunities around risk management activities
Improve features and
functionality of
products and services
Improve coordination
with suppliers and
sales channels
Improve channel
management
processes and tools
Improve skills of
sales staff
Improve skills of
service staff
Improve skills of order
management and
billing staff
Consolidate and/or
re-architect data
stores
Improve real estate
performance
management
methods and tools
Improve skills of HR
staff
Improve terms with
service providers
Provide staff with
better managerial
information and tools
Improve sales and
marketing skills of
staff
Apply brand to new
and unbranded
products
Improve incentives for
account/relationship
development
Offer value-adding
product and service
bundles
Improve brand
strength and good will
Improve quality and
reliability of products
and services
Build product
margins/profitability
into sales incentives
Improve terms with
advertising channels
Improve staff
incentives around
sales efficiency
Improve incentives
around service
efficiency and
effectiveness
Improve incentives
around order
management
efficiency
Improve
establishment of and
adherence to servicelevel targets
Consider tax
incentives in location
and selection of
facilities
Increase use of
distance/on-line
learning
Utilize national/global
purchasing power
Improve skills of
business
management staff
Improve alignment of
staff incentives with
strategic objectives
Improve product- and
service-innovation
skills of staff
Improve account
management
methods and tools
Shorten order-todelivery cycle time /
Improve product and
service availability
Establish customer
communities
Improve methods and
tools for managing
demand/supply
performance
Improve methods and
tools for managing
pricing performance
Improve skills of
marketing staff
Improve terms with
service providers
Improve terms with
service providers
Improve terms with
service providers
Improve technical and
project management
skills of staff
Ensure proper
valuation of property
for tax purposes
Reduce salary and
benefits costs /
Improve value of
employee benefits
Increase use of
vendor-managed/
vendor-warehoused
inventory
Acquire companies
with relationships in
targeted customer
segments
Improve incentives for
product development
and innovation
Improve contracting
and negotiation skills
of procurement staff
Acquire companies in
targeted geographies
Acquire companies
aligned with product
strategies
Improve staff
incentives for crossselling/up-selling
Build customer
satisfaction and
retention into staff
incentives
Improve methods and
tools for managing
innovation
performance
Improve sales
performance
management
methods and tools
Improve retention
performance
management
methods and tools
(credits, exemptions, etc.)
Strengthen and
communicate
governance policies
and procedures
Improve logistics/
distribution efficiency
Provide staff with
better product and
service information
(utilization, performance,
capacity planning, etc.)
Increase focus on
business continuity
planning
Improve
effectiveness of plant
maintenance
Improve
performance
assessment
processes
Improve/consolidate
IT performance
management
methods and tools
Increase focus on risk
management and
regulatory compliance
Increase use of
leased real estate
Improve capacity/
demand planning
processes and tools
Improve order
management
methods and tools
Increase focus on
realization of targeted
business benefits
Improve ability to
utilize offshore cash/
assets and move
between geographies
Improve end-user
support and
administration
processes
GST, etc.)
Increase consideration of M&A and
divestiture options
Improve capacity/
demand planning
processes, skills and
tools
Provide staff with
better production
information and tools
Improve invoicing/
billing processes
network equipment, leased
lines, etc.)
Increase emphasis on
risk identification and
management
Improve agility and
flexibility of
governance models
Improve coordination
with vendors
Rationalize order
quantities and timing
Provide staff with
better customer
information
Improve terms on
purchased and leased
assets (PCs, servers,
Increase emphasis on
quality management
and benchmarking
Improve transport and
delivery processes/
algorithms
Improve
design and
development
processes
Provide staff with
better customer
information
Improve tracking and
recovery of indirect
taxes (sales/use, VAT,
Increase emphasis
on people/talent
development
Improve ability to
structure and
implement durable,
mutually beneficial
partnerships
Improve capital
budgeting
processes
(contractors, network
services, consultants, etc.)
Increase focus on
project quality and
risk management
Increase focus on
post-merger synergy
and cost reduction
programs
Improve demand
planning processes
and tools
Improve terms with
service providers
Improve alignment of
HR and technology
strategies with
business strategies
Improve
measurement and
reporting of
operational and
financial performance
Improve
payroll
processes
Improve tax collection
and remittance
processes
Manage materials
sourcing on a
national/global basis
Improve focus on
internal controls and
regulatory compliance
Improve alignment of
projects with program
and business
objectives
Improve operational
processes
Improve incentives
around IT/network
efficiency
Increase focus on
creditworthy customer
segments
Improve identification
of opportunities and
threats
Improve processes for
managing system
operations, maintenance and changes
(HVAC, cabling, etc.)
Increase emphasis
on preventive
equipment
maintenance
Rationalize raw
materials
Improve/implement
internal control
frameworks and
policies
Improve
provisioning/
installation processes
(servers, routers, network
capacity, etc.)
Increase emphasis
on build-to-order
Leverage breadth of
vendor relationships
to lengthen payment
cycles
Improve utilization of
service staff
(security, energy, etc.)
Increase emphasis on
design for
manufacturability and
service
Improve customer
incentives for
accelerated/on-time
payment
Improve utilization of
sales staff
(administration, security,
energy, HVAC and
maintenance)
Outsource business
functions
Improve
collaboration with
vendors/partners
Improve financial
risk management
processes
Improve sales
performance
management
methods and tools
Increase focus on
partnership, merger
and acquisition
opportunities
Strengthen corporate
governance structures
Improve
collaboration with
vendors/partners
Improve operational
risk management
processes
Improve marketing
and advertising
performance
management
methods and tools
Establish a culture
centered on
operational
excellence
Refine daysoutstanding strategy
Increase use of
flexible/expandable
production equipment
Improve contract
management
processes
(sales/use, VAT, GST, etc.)
Strategic
Assets
Increase emphasis
on continuous,
proactive performance management
Refine credit/daysreceivable strategy
Increase use of
flexible facilities
Improve salary and
benefits administration processes /
Increase employee
self-service
(researchers, information
services, advertising
channels, etc.)
Agility &
Flexibility
Increase emphasis on
enterprise-wide
program planning and
collaborative program
delivery
Rationalize and/or
refocus product
portfolio
Improve accuracy and
timeliness of tax
provision and cash
outflow forecasts
Improve retrieval
processes
Improve real estate
improvement and
deployment
processes
Improve service and
support performance
management
methods and tools
Relationship
Strength
Improve workforce
planning, dispatch
and assignment
processes
and tools
Improve
manufacturing and
quality control
processes
Improve installation/
deployment
processes
Improve management
of trade/indirect taxes
Partnership &
Collaboration
Improve focus on
higher-value vendor
relationships
Improve materials
efficiency of
production processes
Improve pick, pack
and ship processes
Improve terms with
service providers
Operational
Excellence
Tighten credit/loan
terms
Improve capacity/
demand planning
processes, skills and
tools
(computers, vehicles, etc.)
Business
Performance
Management
Improve
demand forecasting
Improve
field sales and
telesales
processes
(computers, vehicles, etc.)
Program
Delivery
Improve
demand forecasting
Improve product
conception/initiation
processes
(computers, vehicles, etc.)
Business
Planning
Improve coordination
of operational, investment, financial, M&A,
and tax strategies
across business units
Rationalize and/or
refocus product
portfolio
Defer/change timing
of capital investments
Governance
Improve service and
support processes
Improve debt and
equity management
processes
Improve terms on
leased assets
Accounts,
Notes &
Interest
Payable
Leverage credit rating
to lengthen payment
cycles and reduce
interest rates
Improve
program planning
processes
Improve terms on
leased service assets
Accounts,
Notes &
Interest
Receivable
Utilize more
efficient production
equipment
Improve
merchandise
ordering and receipt
processes
Improve service
procurement
processes
Improve terms on
leased sales assets
Work in
Process &
Raw Materials
Reconfigure facilities /
Increase utilization of
facilities
Improve inventory
receipt and storage
processes
Improve
training
processes
Improve staff
incentives around
marketing efficiency
Rationalize
production facilities
Finished
Goods
Improve focus of tax
function/department
on proactive tax
planning
Improve
production scheduling
and staging
processes
Improve real estate
selection, acquisition
and contracting
processes
(delivery services,
outsourced functions, etc.)
Accelerate or defer
income/expenses
Migrate income to
low-tax jurisdictions
Improve selection,
acquisition and
contracting
processes
(network services,
outsourced functions, etc.)
(M&A, consolidation, outsourcing, site selection, etc.)
Increase use of
cheaper service
channels
Improve credit
analysis
processes
(network services, airlines,
information services, etc.)
Rationalize and/or
refocus product and
service portfolios
Refine vendor/
supplier strategies
Improve workforce
planning and dispatch
processes and tools
(contact centers, automated
voice response, web, etc.)
Equipment &
Systems
Consolidate/
outsource logistics
and distribution
functions
(raw materials, intermediate
materials, finished
components, etc.)
(profiles, transaction
histories, etc.)
Real Estate &
Infrastructure
Increase use of lowercost production
channels
Improve identification
and discontinuation of
unsuccessful
efforts
(demographics, inquiry
history, etc.)
Merchandising
Income Tax
Management
Design products to
use cost-effective
materials
Improve
cash/treasury
management
practices
Improve execution of
market- and supplydriven promotions
Improve profitability of
R&D efforts through
utilization of tax and
economic development incentives
(central vs. local
merchandising, etc.)
Increase emphasis on
service prevention /
Reduce need for
service
Improve
strategic planning
processes
Improve product and
service lifecycle
management
Improve methods and
tools for managing
sales and marketing
performance
Refine and/or align
merchandising
strategies
Improve product
procurement
processes
Divest non-performing
and non-strategic
business units
Improve customer
service and retention
skills of staff
Improve focus on
higher-value products
Increase emphasis on
designing and
packaging
for distribution
Improve
recruitment and
orientation processes
Offer value-adding
product and service
bundles
Improve crossselling/up-selling
skills of staff
Increase emphasis on
designing for
materials efficiency
Improve real estate
design and development processes
Tailor cross-sell/upsell offers to customer
needs
Defer and reduce
federal, state and
local quarterly estimated tax payments
Rationalize and/or
refocus product and
service portfolios
Improve design,
development and
testing processes
Improve
responsiveness to
customer requests
and inquiries
(hedging transactions,
commodities trading, etc.)
Increase emphasis on
permanently lowering
the company's
effective tax rate
Materials
Service
Delivery
names, IP, etc.)
Improve use of
supply- and capacitydriven promotions
(launch through retirement)
Rationalize and/or
refocus services
offered
Rationalize and/or
realign product
development
efforts
Improve
understanding of
business unit
performance and
market values
(razors v. blades / product v.
shipping charges, etc.)
Rationalize and/or
refocus product
portfolio
Increase focus on
business insight and
forward-looking
information
Improve
competitiveness of
product and service
offerings
Coordinate pricing of
complementary
products and services
Rationalize and/or
refocus product
portfolio
Improve focus on
higher-value customer
segments and
products
Improve visibility of
customer
relationships and
interactions across all
channels
(purchases, support
requests, etc.)
Rationalize and/or
refocus product
portfolio
Rationalize portfolio of
financial services
providers
Solicit and respond to
customer feedback
Improve managerial
methods and tools
Production
Logistics &
Distribution
Increase use of
vendor-managed/
vendor-warehoused
inventory
Improve utilization of
telecom tax incentives
© 2004. All rights reserved. Confidential. 0104
Human
Resources
names, IP, etc.)
Improve emphasis on
product quality and
ease of service
Improve
understanding of
customer, product
and channel
profitability
Obtain exclusive
agreements with
partners
IT, Telecom &
Networking
Focus sales efforts on
higher-margin
products and services
Improve
understanding of
customer price
sensitivity
Improve brand
awareness / Elevate
brand image
Order
Fulfillment &
Billing
Increase focus on
higher-value products
and services
customer value, risk, etc.)
Sell or lease excess
capacity to other
enterprises
Sales
Customer
Service &
Support
Improve
understanding of
customer needs
(Action may apply to all processes)
Note: Many actions could logically be associated with
other or multiple process groupings. For example,
many customer and product actions are likely to have
heavy IT and HR components.
Acquire competitors
Rationalize and/or
refocus product and
service portfolios
Improve identification
of valuable customer
relationships
Other Shared / Corporate Services
(Real Estate, Procurement and Other)
Increase emphasis on
generating revenue
from company assets
(production, distribution and
sales pipelines)
Improve total
customer experience
Improve value /
Decrease prices
-
Marketing &
Advertising
Increase emphasis
on supply chain
management
Tailor account
management
approaches to
customer segments
(purchasing, fulfillment,
usage, support, service,
etc.)
Do What You Do Better
Price
Optimization
Increase emphasis on
customer satisfaction
Increase utilization of
modular, reusable
designs
Improve total
customer experience
Demand &
Supply
Management
Cash/Asset
Management
Provide staff with
better HR information
and tools
Improve terms with
third-party product
and service providers
(payroll, benefits, training,
etc)
Improve management
of international staff
costs
(immigration, payroll, staff
support, international equity,
etc.)
Manage payroll tax
impacts of business
initiatives
(M&A, consolidation,
restructuring, relocation etc.)
(equipment maintenance,
delivery, warehousing, etc.)
(direct and indirect tax
management)
(fixed and variable assets)
Improve breadth,
depth and quality of
financial information
Improve incentives
around product
development
efficiency
Improve collaboration
with vendors
Improve incentives
around production
efficiency
Improve cost
accounting and
allocation of shared/
overhead costs
Improve definition of
product and service
specifications
Increase use of
vendor-managed/
vendor-warehoused
inventory
Improve skills of
production staff
Improve incentives
around inventory/
distribution efficiency
Improve incentives
around merchandising
efficiency
Improve incentives
around business
planning efficiency
Improve ability to
utilize offshore cash/
assets and move
between geographies
Improve product
development
performance
management
methods and tools
Improve contracting
and negotiation skills
of purchasing staff
Improve terms
on equipment
purchases
Improve terms with
service providers
Improve terms with
service providers
Improve terms with
service providers
Improve skills of
financial management
staff
Improve profitability of
R&D efforts through
utilization of tax and
economic development incentives
Improve incentives
around procurement
efficiency
Improve terms with
service providers
Improve materials
performance
management
methods and tools
Improve management
of transfer pricing
(information services,
consultants, etc.)
(asset, budget, price/cost,
treasury, debtor/creditor,
performance, tax, risk, etc.)
Improve incentives
around procurement
efficiency
Improve incentives
around financial
management
efficiency
Optimize utilization of
available sales/use
tax exemptions
Improve terms with
financial services
providers
Utilize available
federal, state and
local employment/
training incentives
Improve management
of indirect taxes
Improve HR
performance
management
methods and tools
Improve procurement
performance
management
methods and tools
(sales/use, VAT, customs
duties, etc.)
(delivery, warehousing, etc.)
(outsourced functions, etc.)
(transport, warehousing,
etc.)
Improve logistics
performance
management
methods and tools
(profiles, transaction
histories, etc.)
Improve terms with
service providers
(LIFO, FIFO, uniform
capitalization, shrinkage,
obsolescence, etc.)
(credits, net operating
losses, capital losses, etc.)
Consider tax implications in the location/
selection of facilities
(distribution centers, service
centers, branches, etc.)
Build tax opportunities
into real estate
transactions
(income deferral, location
credits and incentives,
leasing terms, etc.)
(delivery, warehousing, etc.)
(outsourced services,
network services,
information services, etc.)
Improve consideration
of tax implications in
the acquisition and
disposition of assets
Improve terms on
merchandise
purchases
Improve terms on
leased service assets
Optimize tax benefits
associated with selfconstructed assets
Improve management
of trade and indirect
taxes (sales/use , VAT,
Improve management
of transfer pricing
Improve
merchandising
performance
management
methods and tools
Improve service
performance
management
methods and tools
(computers, vehicles, etc.)
GST, etc.)
Improve production
performance
management
methods and tools
Optimize valuation
and costing methods
for inventories
(plant, facilities, internallyused software, etc.)
Optimize expense vs.
capitalization of costs
(M&A costs, R&D costs,
etc.)
Improve tax benefits
of compensation and
benefit programs
(deferred and equity-based
comp; retirement and
healthcare benefits, etc.)
Improve identification
and application of
R&D tax incentives
Ensure adequate
documentation of
significant tax
positions
(earnings & profits, transfer
pricing, tax opinions, etc.)
Increase
use of flexible and
expandable
infrastructure
Improve understanding of stakeholder
interests (customers,
Improve flexibility
of business
processes
Develop and leverage
strong/unique partner
relationships
Improve identification
of opportunities to
increase value to
stakeholders
Improve
communication and
knowledge transfer
across organizational
boundaries
Develop and utilize
unique physical
resources
Improve ability to
integrate merged
and acquired
organizations
Improve
communication with
stakeholder groups
Improve agility and
flexibility of partner
organizations and
networks
Develop and utilize
unique human
resources
Improve identification
and mitigation of
operational risk
(people, process, technology, data, etc.)
Improve
understanding of
partner strengths,
weaknesses and
interests
Improve value
delivered to
customers
Improve product
innovation processes
Develop and leverage
political relationships
and alliances
Improve
communication
around improvement
priorities
Improve business
continuity planning
and disaster recovery
capabilities
Improve integration of
business processes
across partner
networks
Improve value
delivered to
shareholders
Improve flexibility
and versatility of IT
systems and
platforms
Develop and cultivate
good will
Improve program/
project management
methods and tools
Improve ability
to launch
improvement efforts
Improve management of regulatory
compliance
Improve quality
and speed of
communication with
partners
Improve value
delivered to
employees
Improve breadth,
depth, quality and
timeliness of business
planning information
Develop and utilize
unique information
resources (customer,
product, market, etc.)
Improve
understanding of
internal value and
market value of
business units
Improve tracking and
communication of
program/project
progress
Improve assignment
of accountability and
authority
Improve physical
security of people
Improve
management of
partner relationships
Improve versatility of
managers and staff
Develop and leverage
strong brand
Improve quality and
consistency of
performance
assessment methods
Improve sharing of
knowledge across
organizational
boundaries
Improve sharing of
knowledge across
organizational
boundaries
Improve value
delivered to other
stakeholders
Improve product,
service and process
innovation skills of
staff
Develop strong
customer
relationships and
communities
Improve monitoring
and management of
risk and compliance
Improve performance
and reliability of IT
systems/platforms
Improve integration of
IT systems across
partner networks
Improve conversion of
strong relationships
into sources of competitive advantage
Develop and leverage
intellectual capital
Improve quality of
information provided
to stakeholders
Develop and utilize
unique production
resources
shareholders, regulators,
employees, suppliers,
partners, alumni, etc.)
(facilities, land, etc.)
(thought leaders, managers,
subject matter experts, etc.)
Increase use of justin-time procurement
Improve management
of credit/loan portfolio
Improve identification
and assessment of
risk (strategic, operational,
Improve assessment
and benchmarking of
credit/receivables
performance
Improve risk planning,
mitigation and control
approaches
Improve identification,
assessment and
execution of
M&A/divestiture
opportunities
Improve assignment
of resources to
projects
Improve companywide monitoring and
management of risks
Improve ability to
develop and spin-off
new businesses
Improve involvement
of operational staff in
project delivery
Improve maintenance
of IT systems
Improve breadth,
depth, quality and
timeliness of managerial information
Improve focus of
company resources
on high-priority
initiatives
Improve identification
and management of
program/project risks
Increase accountability of business
unit leaders for tax
impact of decisions
Improve breadth,
depth, quality and
timeliness of business
information
Increase utilization of
IT systems
Ensure tax planning
activities and tax
filings comply with
regulatory environment
Improve anticipation
and understanding of
current and potential
regulations/legislation
Dynamically cancel or
redirect ineffective/
obsolete programs
and projects
Improve benchmarking of global effective
tax rate against
industry peer group
Improve access to
and distribution of
business information
Improve effectiveness
of legislative/lobbying
efforts
Improve management
of vendors/service
providers
Improve breadth,
depth, quality and
timeliness of performance information
Improve security of
applications, systems
and data
Improve asset
development skills of
management and
staff
Improve incorporation
of risk analysis in
business planning
(internal and external risk)
Continuously track
and manage the
realization of project
benefits
Improve access to
and distribution of
performance
information
Improve
process innovation
skills of staff
Improve incentives
around asset
development
Integrate tax opportunities and issues
into business planning
processes
Improve management
of organizational
change in support of
initiatives
Improve career
options and paths
Improve depth
and breadth of staff
technical skills
Develop and utilize
unique tax expertise
Improve leadership
and management
skills of executives
Improve program/
project management
skills of staff
Align management
and staff incentives
with company
performance
Improve recruiting
effectiveness
Improve executive
development,
recruiting and
succession planning
Improve vendor
management skills of
staff
Improve monetary
and non-monetary
recognition of staff
contributions
Improve mechanisms
for collecting and
implementing
employee ideas
Improve talent
management models
and programs
Build innovation and
improvement into
rewards and
incentives
Divest low-utilization
equipment
Improve terms on
merchandise
Improve terms
on infrastructure
Utilize more efficient
IT systems
Consolidate
inventory
Improve terms on
materials
Divest low-utilization
infrastructure
Utilize more
flexible/expandable IT
systems
Increase use of
vendor-managed/
vendor-warehoused
inventory
Increase use of
vendor-managed/
vendor-warehoused
inventory
Divest low-utilization
IT systems
Improve terms on
production equipment
Improve terms on IT
systems
investment, financial, compliance, data/privacy, etc.)
Clarify governance
roles and responsibilities (delegation of
authority, segregation of
duties, etc.)
Strengthen training/
education of board
and audit committees
Align compensation
and incentive systems
with strategies, values
and ethics
(strategic, operational and
financial risks; regulatory
and tax compliance)
(applications, equipment,
networks, etc.)
Improve
partnership and
collaboration skills of
staff
Improve value
delivered to partners
(vendors, channel partners,
etc.)
(public, alumni, analysts,
etc.)
(copyrights, patents,
trademarks, etc.)
(accuracy, timeliness,
transparency &
predictability)
(methods, equipment,
facilities, etc.)
Improve mechanisms
for soliciting and
addressing
stakeholder feedback
Develop and utilize
unique IT resources
(applications, networks, etc.)