5. Re-engineering processes to serve the offering

For a category of customers to perceive value, a set of processes must be "sized" to satisfy the expectation of value at the best price, while seeking to optimize the costs associated with these processes.

This involves setting up high-performance processes covering all aspects of the business (R&D, marketing & sales, production & supply chain, order/delivery, maintenance and after-sales service, etc.), with particular emphasis on digital technology, and asking the question of "make or buy" and the use of key partners and suppliers. But be careful! It's important to pay close attention to the link between processes and delivered value, and above all not to seek to reduce costs at all costs without considering the resulting effect on the value proposition: a balance needs to be struck. In this respect, it is curious to note that, in many companies, costs...