Deloitte Enterprise Value MapTM

(Practical paths to increase shareholder value)

Its 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.

Shareholder Value
Revenue Growth Operating Margin
(after taxes)

Asset Efficiency
Cost of Goods Sold (COGS) Property, Plant & Equipment (PP&E) Receivables & Payables

Expectations

How Value is Created

(Value Drivers)

Volume

Price Realization

Selling, General & Administrative (SG&A)

Income Taxes

Inventory

Company Strengths

External Factors

Acquire New Customers

Retain and Grow Current Customers

Leverage IncomeGenerating Assets

Improve

Improve

Improve

Improve

Strengthen Pricing

Customer Interaction Efficiency

Corporate/Shared Services
Efficiency

Development & Production

Efficiency

Logistics & Service Provision

Efficiency

Improve

Improve

Improve

Improve

Improve

Income Tax
Efficiency

PP&E
Efficiency

Inventory
Efficiency

Receivables & Payables

Efficiency

Management & Governance Effectiveness

Improve

Execution Capabilities

What You Can Do

(Improvement Levers: Business Processes, Assets and Organizational Capabilities)
Marketing & Sales Product & Service Innovation Account Management Cross-Sell/ Up-Sell Retention Cash/Asset Management Demand & Supply Management Price Optimization Marketing & Advertising Sales Customer Service & Support Order Fulfillment & Billing IT, Telecom & Networking Real Estate Human Resources Procurement
(Excluding Production Materials & Merchandise)

Business Management

Financial Management

Product Development

Materials

Production

Logistics & Distribution

Merchandising

Service Delivery

Income Tax Management

Real Estate & Infrastructure

Equipment & Systems

Finished Goods

Work in Process & Raw Materials

Accounts, Notes & Interest Receivable

Accounts, Notes & Interest Payable

Governance

Business Planning

Program Delivery

Business Performance Management

Operational Excellence

Partnership & Collaboration

Relationship Strength

Agility & Flexibility

Strategic Assets

Change What You Do

What you provide Whom you target and serve How you compete Where you deploy resources Which operations you outsource

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 emphasis on generating revenue from company assets Increase focus on developing and protecting intellectual capital Increase focus on divestiture and reinvestment

Acquire competitors

Rationalize and/or refocus product and service portfolios Increase emphasis on differentiated pricing across customer segments Increase focus on pricing effectiveness/ price optimization

Rationalize targeted customer segments

Rationalize targeted markets and customer segments

Rationalize and/or refocus product and service portfolios

Differentiate treatment of customers/ segments Increase use of lowercost delivery/ installation channels
(self-service, partners, etc.)

Implement integrated applications across organizational boundaries

Consolidate company real estate/facilities

Consolidate or outsource recruitment functions Consolidate or outsource learning and development functions Consolidate or outsource benefits administration functions Consolidate or outsource payroll functions

Manage procurement on a national/global basis

Consolidate and/or align business planning, management and reporting functions Improve alignment of business unit strategies with enterprise strategies Improve alignment of organization structures and governance models with business strategies Improve alignment of capital budgets and program plans with business priorities Align M&A strategies with business objectives

Consolidate and/or align financial planning, management and reporting functions Consolidate and/or align financial accounting and analysis functions Improve alignment of financial strategies with corporate strategies Strengthen enterprise-wide financial reporting standards Rationalize portfolio of financial services providers Increase focus on business insight and forward-looking information

Rationalize and/or refocus product and service portfolios

Rationalize and/or refocus product portfolio

Rationalize and/or refocus product portfolio

Rationalize and/or refocus product portfolio Increase emphasis on designing and packaging for distribution Refine/align logistics and distribution strategies

Rationalize and/or refocus product portfolio Refine and/or align merchandising strategies
(central vs. local merchandising, etc.)

Rationalize and/or refocus services offered Increase emphasis on service prevention / Reduce need for service Improve focus on higher-value customer relationships Increase emphasis on designing for service efficiency and selfservice Increase use of cheaper service channels

Increase emphasis on permanently lowering the company's effective tax rate Integrate tax opportunities and issues into business planning processes Maximize tax benefits associated with major business decisions

Rationalize and/or refocus product and service portfolios

Rationalize and/or refocus product and service portfolios

Rationalize and/or refocus product portfolio

Rationalize and/or refocus product portfolio Increase emphasis on designing for manufacturing efficiency Increase emphasis on use of common components

Refine credit/daysreceivable strategy

Refine daysoutstanding strategy

Strengthen corporate governance structures

(composition, selection, roles, etc.)

Improve coordination of operational, investment, financial, M&A, and tax strategies across business units Improve alignment of customer, product, advertising, sales, service, support, and fulfillment strategies Increase emphasis on risk-informed, scenario-based planning Improve integration of short- and long-term business planning Improve alignment of HR and technology strategies with business strategies Increase consideration of M&A and divestiture options

Increase emphasis on enterprise-wide program planning and collaborative program delivery Establish program/ project delivery as a key competency Increase emphasis on continuous, proactive management of investment portfolios Improve effectiveness of program/project governance models

Increase emphasis on continuous, proactive performance management Improve effectiveness of organizational structures

Establish a culture centered on operational excellence Establish process improvement and innovation as key competencies Improve effectiveness of organizational structures and governance models Increase emphasis on cross-business-unit and cross-company collaboration Increase emphasis on quality management and benchmarking

Increase focus on partnership, merger and acquisition opportunities Establish cross-company collaboration as a key competency Increase proactive pursuit of partnerships, mergers and acquisitions Increase emphasis on operational integration with partners

Increase focus on stakeholder relationships Improve identification of stakeholder groups and establishment of priorities Establish management of key stakeholder relationships as organizational priority Improve relationship management strategies for key stakeholder groups

Increase focus on business agility and flexibility

Increase focus on strategic assets

Increase focus on most profitable products and services Increase focus on most effective sales and advertising channels

Increase focus on R&D, product innovation, and product leadership Increase emphasis on design for configurability/ customization Improve platform and portfolio strategies for products and services Increase emphasis on time-to-market and time-to-productionvolume Increase number and quality of product and service launches

Rationalize customer portfolio

Increase focus on most profitable products and services Increase focus on most effective sales and advertising channels Increase focus on expansion of customer relationships

Increase emphasis on customer retention

Increase emphasis on differentiated products and services

Rationalize and/or refocus product and service portfolios Rationalize and/or refocus channel/ media usage

Rationalize and/or refocus product and service portfolios Increase use of lowercost sales channels

Improve focus on segments with lower average cost-to-serve Differentiate service treatment of customers/segments

Rationalize IT application portfolio

Consolidate or outsource design and development functions Consolidate or outsource improvement and deployment Consolidate or outsource property management functions Increase use of lowercost real estate and facilities / Relocate business operations Outsource property tax administration activities

Consolidate or outsource procurement functions

Increase emphasis on modular, extensible, scalable designs Consolidate or outsource product development functions Increase use of lowercost product development channels Improve focus on higher-value customer segments and products Rationalize and/or realign product development efforts

Increase emphasis on designing for materials efficiency

Improve focus on higher-value products

Develop business models with low real estate requirements Reduce number of data centers, branch offices, dealerships, retail outlets, etc.

Outsource business functions

Develop low-Inventory business models

Coordinate management of credit/receivables across business units Improve management of credit risk across business units Increase focus on customer segments with low credit/loan needs Increase focus on creditworthy customer segments

Coordinate management of payables across business units Increase focus on vendors with favorable payment terms Rationalize/ consolidate vendor portfolio

Improve communication between the board, management, shareholders and the public Strengthen and communicate mission, vision, values and ethics Build values and ethics into corporate culture

Establish agility and flexibility as key competencies Establish product, service and process innovation as key competencies Improve agility and flexibility of organizational structures Improve agility and flexibility of governance models

Establish development of strategic assets as a key competency Increase emphasis on leveraging strategic assets Utilize tax-effective corporate structures for ownership/licensing of intangible assets (patents, trade
names, IP, etc.)

Increase emphasis on account/relationship development

Create barriers to switching

Improve focus on price-insensitive customer segments

(telesales, outlets, selfservice, etc.)

Increase use of lowercost billing channels

(automated, self-service, etc.)

Consolidate IT, telecom and network equipment and facilities Consolidate or outsource design, development and deployment services Consolidate or outsource operations and maintenance services Consolidate or outsource end-user support

Refine vendor strategies

Rationalize/ consolidate vendor portfolio Increase focus on materials-efficient production mechanisms Design products to use cost-effective materials

Increase emphasis on design for production efficiency

Manage purchasing on a national/global basis Consolidate or outsource merchandising functions

(M&A, consolidation, outsourcing, site selection, etc.)

Consolidate IT systems, production lines and service mechanisms

Rationalize and/or refocus customer segments and distribution channels

Increase focus on managerial, forwardlooking information

Target new geographies

Improve account management strategies

Refocus and/or refine retention priorities and strategies

Increase focus on product innovation Increase emphasis on supply chain management

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

Consolidate or outsource order fulfillment functions

(pick, pack and ship, install, provision, etc.)

Rationalize/ consolidate vendor portfolio Standardize product catalogs

Consolidate or outsource production functions

Increase focus on higher-value products and partners Consolidate/ outsource logistics and distribution functions Increase use of lowercost logistics and distribution channels

Accelerate or defer income/expenses

Rationalize production facilities

Defer/change timing of capital investments

Increase emphasis on high-turn products

Increase emphasis on designing for materials efficiency

Increase focus on key performance metrics

Target new segments within current geographies

Increase emphasis on customer satisfaction

(production, distribution and sales pipelines)

Increase use of promotions

Increase focus on higher-value products and services Improve focus on higher-value advertising channels/ media

Focus sales efforts on higher-margin products and services

Improve emphasis on product quality and ease of service

Consolidate or outsource billing operations

Improve focus on employee retention

(equipment, office supplies, promotional materials, etc.)

Increase use of lowercost production channels

Refine vendor/ supplier strategies

Migrate income to low-tax jurisdictions Utilize tax-effective corporate structures for ownership/licensing of intangible assets (patents, trade

Outsource business functions

Increase emphasis on design for manufacturability and service Increase emphasis on preventive equipment maintenance

Increase emphasis on build-to-order

Rationalize raw materials

Improve focus on internal controls and regulatory compliance

Increase focus on project quality and risk management

Increase emphasis on people/talent development

Expand sales and advertising channels

Bypass current channels / Sell directly to customers

Design products for ease-of-use / selfservice

Improve emphasis on design for packing/ shipping efficiency

Develop/integrate global HR practices

(compliance, assessment, negotiations, etc.)

(internal/external, onshore/ offshore, etc.)

(self-service, etc.)

Increase use of lowercost channels

Increase focus on component reuse

Increase quality and consistency of materials

Rationalize/ consolidate vendor portfolio

Consolidate or outsource service operations

Manage materials sourcing on a national/global basis

Increase emphasis on risk identification and management

Increase focus on realization of targeted business benefits

Increase focus on risk management and regulatory compliance

Increase focus on business continuity planning

names, IP, etc.)

Improve total customer experience

(purchasing, fulfillment, usage, support, service, etc.)

Increase utilization of modular, reusable designs Improve collaboration with design, development and production partners Improve reuse of product and service components

Tailor account management approaches to customer segments Improve understanding of customer needs Improve understanding of current customer satisfaction Improve responsiveness to customer complaints/ feedback Proactively manage transition points

(purchasing, fulfillment, usage, support, service, etc.)

Improve total customer experience

Improve identification of valuable customer relationships Improve understanding of churn/defection drivers Improve identification of churn/defection candidates

Improve investment returns on cash/ treasury funds

Improve brand awareness / Elevate brand image Obtain exclusive agreements with partners

Improve understanding of customer price sensitivity Improve understanding of product/service value to customers Increase use of differential pricing mechanisms (based on
customer value, risk, etc.)

Improve understanding of customer, product and channel profitability Provide staff with better market and customer information

Improve relationship/account development processes Improve processes for generating, qualifying and assigning leads Improve field sales and telesales processes

Improve service and support processes

Increase use of vendor-managed/ vendor-warehoused inventory Improve credit analysis processes

Improve design, development and testing processes Improve selection, acquisition and contracting processes Improve installation/ deployment processes Improve processes for managing system operations, maintenance and changes Improve end-user support and administration processes Improve dispatch, diagnostic, resolution and replacement processes Improve technology and data risk management processes Increase utilization of IT, telecom and network resources
(servers, routers, network capacity, etc.)

Improve real estate design and development processes Improve real estate selection, acquisition and contracting processes Improve real estate improvement and deployment processes Improve operational processes
(administration, security, energy, HVAC and maintenance)

Improve recruitment and orientation processes

Improve product procurement processes

(equipment, supplies, etc.)

Improve strategic planning processes

Improve cash/treasury management practices Improve debt and equity management processes

Improve identification and discontinuation of unsuccessful efforts Improve product conception/initiation processes Improve design and development processes Improve prototyping, piloting and testing processes

Improve ordering and receipt processes

(raw materials, intermediate materials, finished components, etc.)

Improve production scheduling and staging processes Improve manufacturing and quality control processes Provide staff with better production information and tools

Improve inventory receipt and storage processes

Improve merchandise ordering and receipt processes Improve focus on higher-value vendor relationships

Improve service and support processes Improve workforce planning, dispatch and assignment processes and tools Improve capacity/ demand planning processes, skills and tools

Improve focus of tax function/department on proactive tax planning Improve accuracy and timeliness of tax provision and cash outflow forecasts Improve ability to utilize offshore cash/ assets and move between geographies Utilize international financing opportunities to minimize aftertax borrowing costs

Reconfigure facilities / Increase utilization of facilities

Utilize more efficient production equipment

Improve demand forecasting

Improve demand forecasting

Tighten credit/loan terms

Leverage credit rating to lengthen payment cycles and reduce interest rates Leverage breadth of vendor relationships to lengthen payment cycles

Strengthen and communicate governance policies and procedures Improve/implement internal control frameworks and policies Align internal audit practices with business and risk objectives Implement/enhance anonymous employee reporting and feedback mechanisms Improve understanding of regulatory requirements

Improve identification and prediction of industry and market trends Improve identification of opportunities and threats Improve strategy development capabilities at corporate and business-unit levels Improve development and analysis of business cases Improve communication of strategic directions and priorities Improve alignment of budgets and capital programs with strategic priorities Improve understanding of internal value and market value of business units Improve identification, assessment and execution of M&A/divestiture opportunities Improve ability to develop and spin-off new businesses Improve focus of company resources on high-priority initiatives Improve anticipation and understanding of current and potential regulations/legislation Improve effectiveness of legislative/lobbying efforts Improve incorporation of risk analysis in business planning
(internal and external risk)

Improve structuring and launch of cohesive program portfolios Improve alignment of projects with program and business objectives Structure programs/ projects to deliver benefits progressively Improve coordination and communication across programs and projects Improve accountability/ authority of program and project resources Improve program/ project management methods and tools Improve tracking and communication of program/project progress Improve assignment of resources to projects

Improve determination of key performance metrics and targets Improve measurement and reporting of operational and financial performance Improve analysis of managerial information Improve focus on most important managerial information Improve communication around improvement priorities Improve ability to launch improvement efforts

Improve assessment and benchmarking of business process performance Increase focus on post-merger synergy and cost reduction programs Increase integration of business processes across organizational boundaries Improve identification and mitigation of operational risk

Improve ability to identify and assess partnering opportunities Improve ability to structure and implement durable, mutually beneficial partnerships Improve ability to integrate merged and acquired organizations Improve understanding of partner strengths, weaknesses and interests Improve integration of business processes across partner networks Improve quality and speed of communication with partners Improve management of partner relationships Improve sharing of knowledge across organizational boundaries Improve integration of IT systems across partner networks Improve partnership and collaboration skills of staff

interests (customers, shareholders, regulators, employees, suppliers, partners, alumni, etc.)

Improve understanding of stakeholder

Improve flexibility of business processes Improve communication and knowledge transfer across organizational boundaries Improve agility and flexibility of partner organizations and networks

Develop and leverage strong/unique partner relationships Develop and utilize unique physical resources
(facilities, land, etc.)

Improve value / Decrease prices

Improve identification of cross-sell/up-sell opportunities Implement proactive and reactive crosssell and up-sell campaigns Improve cross-sell and up-sell approaches/models

License or sell intellectual capital to other enterprises

Do What You Do Better

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

(licenses, distributorships, etc.)

Improve workforce planning and dispatch processes and tools Improve capacity/ demand planning processes, skills and tools

Improve training processes Improve salary and benefits administration processes / Increase employee self-service Improve payroll processes Improve performance assessment processes

Improve service procurement processes

(travel, contract labor, etc.)

Improve program planning processes

Improve materials efficiency of production processes

Improve retrieval processes

Increase use of flexible facilities

Increase use of flexible/expandable production equipment

Improve collaboration with vendors/partners

Improve collaboration with vendors/partners

Improve customer incentives for accelerated/on-time payment Differentiate credit treatment of customers/segments Improve and standardize credit assessment processes Improve management of delinquent accounts

Improve identification of opportunities to increase value to stakeholders Improve communication with stakeholder groups

Improve effectiveness of marketing, advertising and sales processes

Sell appreciated assets

Align advertising with pricing strategies

Improve analytical processes and tools

Improve pick, pack and ship processes

(negotiation, execution and compliance)

Improve contract management processes

Improve operational risk management processes

Improve financial risk management processes Improve audit and compliance management processes Improve business case development and analysis processes Improve tax management processes
(direct and indirect tax management)

Rationalize order quantities and timing

Improve transport and delivery processes/ algorithms

Improve coordination with vendors

Increase use of leased real estate

Improve effectiveness of plant maintenance Improve quality and consistency of manufacturing materials Increase use of leased production equipment

Improve logistics/ distribution efficiency

Increase utilization of standardized components

Improve management of debt portfolio

Develop and utilize unique human resources

(thought leaders, managers, subject matter experts, etc.)

Increase time spent selling

Acquire new product and service offerings

Improve adherence to contracts and agreements

Develop, spin-off and sell new businesses Sell or lease excess capacity to other enterprises

Improve communication and coordination with distribution centers Improve communication and coordination with sales channels

Improve tailoring of offerings to customer needs

Provide staff with better competitive information

Improve utilization of sales staff Provide staff with better customer information

Improve utilization of service staff Provide staff with better customer information
(profiles, transaction histories, etc.)

Improve provisioning/ installation processes

Improve demand planning processes and tools

Improve capital budgeting processes Improve program management processes Improve accounting and measurement processes Improve business performance reporting processes

Provide staff with better product information and tools Improve demand forecasting processes, skills and tools Focus efforts on higher-value vendor relationships

Improve capacity planning processes, skills and tools Improve demand forecasting processes, skills and tools

Improve design/ structure of distribution networks

Provide staff with better information and tools Improve demand forecasting processes, skills and tools

Improve utilization of service staff Provide staff with better customer information
(profiles, transaction histories, etc.)

Improve terms on property and facilities

Rationalize production quantities and timing

Shorten production cycles

Improve alignment of A/P systems and processes with daysoutstanding strategy Improve coordination of payments across business units

(people, process, technology, data, etc.)

Improve value delivered to customers

Improve product innovation processes

Develop and leverage political relationships and alliances

Tailor marketing and sales approaches to customer segments

Improve product/ service R&D and deployment capabilities Adapt current products and services for new segments/ channels Pursue joint-venture, partnership and OEM arrangements

(life events, ends of contracts and leases, etc.)

Improve effectiveness of cross-sell/up-sell processes

Improve retention and win-back processes

(production capacity, service capacity, etc.)

Align product and service prices with value to customers

Improve definition of product and service specification Improve tailoring of marketing and advertising approaches to customer segments Improve product and service launch processes Improve product and service withdrawal and retirement processes Improve campaign design and management processes and tools Improve channel management processes and tools

(demographics, inquiry history, etc.)

Improve invoicing/ billing processes

Improve capacity/ demand planning processes and tools

Provide staff with better product and service information Improve assignment of procurement transactions to appropriate staff Increase focus on higher-value vendor partnerships

Improve product and service introduction/ launch processes

Rationalize production quantities and timing

Improve management of transfer pricing

Divest low-utilization real estate

Rationalize merchandise order quantities and timing

Rationalize production quantities and timing

Improve business continuity planning and disaster recovery capabilities Improve management of regulatory compliance

Improve value delivered to shareholders

Improve flexibility and versatility of IT systems and platforms Improve breadth, depth, quality and timeliness of business planning information

Develop and cultivate good will

Improve access to information and analytical tools

(purchases, support requests, etc.)

Improve tracking of customer interactions

Improve understanding of customer needs Improve visibility of customer relationships and interactions across all channels Tailor cross-sell/upsell offers to customer needs Implement pricing and affinity programs based on volume and breadth

Solicit and respond to customer feedback

Improve managerial methods and tools Improve understanding of business unit performance and market values Divest non-performing and non-strategic business units Improve ability to utilize offshore cash/ assets and move between geographies Utilize tax opportunities around risk management activities
(hedging transactions, commodities trading, etc.)

Improve demand forecasting

Improve structuring and pricing of promotions Coordinate pricing of complementary products and services

Provide staff with better product, service and competitive information

Provide staff with better product and service information

Improve policies and processes around merchandise returns

Increase utilization of real estate

Improve employee retention programs

Improve utilization of product development channels

Rationalize production quantities and timing

Rationalize merchandise order quantities and timing Align production and merchandise ordering schedules with distribution schedules Provide staff with better information and tools Improve demand forecasting processes, skills and tools Improve skills of inventory and distribution staff Improve incentives around inventory/ distribution efficiency Improve terms with service providers
(transport, warehousing, etc.)

Rationalize order quantities and timing

Provide staff with better product, service and contract information Differentiate treatment of customers/ segments

Optimize accounting methods and selection of accounting periods Optimize valuation and costing methods for inventories
(LIFO, FIFO, uniform capitalization, shrinkage, obsolescence, etc.)

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 identification and assessment of risk (strategic, operational,
investment, financial, compliance, data/privacy, etc.)

Improve value delivered to employees Improve value delivered to partners

resources (customer, product, market, etc.)

Develop and utilize unique information

Improve quality and assignment of sales leads

Maintain competitive functionality and value Improve responsiveness to customer requests and inquiries

Improve competitiveness of product and service offerings Offer value-adding product and service bundles Proactively manage transition points

Improve use of supply- and capacitydriven promotions

(razors v. blades / product v. shipping charges, etc.)

Consolidate/realign sales territories Improve sales forecasting and campaign execution processes and tools

Route low-value transactions to lowercost sales channels

Provide staff with better customer and order information Improve forecasting, planning and prioritization skills and tools

Improve terms with service providers

(security, energy, etc.)

Provide staff with better HR information and tools

Improve asset management processes

(fixed and variable assets)

Improve collaboration with partners and customers

Reduce procurement cycle times

Improve coordination with business partners

Improve assignment of transactions to appropriate staff

Increase use of flexible and expandable infrastructure

Divest low-utilization equipment

Improve terms on merchandise

Increase use of justin-time procurement

Improve management of credit/loan portfolio Improve assessment and benchmarking of credit/receivables performance

Improve assignment of accountability and authority Improve quality and consistency of performance assessment methods Improve monitoring and management of risk and compliance

Improve physical security of people Improve sharing of knowledge across organizational boundaries Improve performance and reliability of IT systems/platforms
(applications, equipment, networks, etc.)

(vendors, channel partners, etc.)

Improve versatility of managers and staff Improve product, service and process innovation skills of staff

Develop and leverage strong brand Develop strong customer relationships and communities Develop and leverage intellectual capital
(copyrights, patents, trademarks, etc.)

Improve brand strength and good will

Improve management of product lifecycles

(launch through retirement)

Improve product and service lifecycle management

Improve execution of market- and supplydriven promotions

Improve routing of service requests to appropriate staff Increase use of lowercost service and information channels
(contact centers, automated voice response, web, etc.)

Improve terms on purchased and leased real estate, furniture and fixtures Improve terms on improvements
(HVAC, cabling, etc.)

Improve capacity/ demand planning processes and tools Implement/improve company-wide processes and tools for assessing staff performance Improve skills of HR staff

Improve collaboration with vendors

Improve/standardize M&A processes

Improve budgeting and forecasting capabilities

License or acquire products and intellectual property

Improve terms on materials purchases

Shorten production cycles

Improve use of national/global purchasing power Increase use of vendor-managed/ vendor-warehoused inventory

Route low-value transactions to lowercost sales channels Improve routing of service requests to appropriate service channels

Optimize depreciation methods/lives for property, plant and equipment Ensure full utilization of tax carryforwards

Improve terms on infrastructure

Utilize more efficient IT systems

Consolidate inventory

Improve terms on materials

Improve risk planning, mitigation and control approaches

Improve value delivered to other stakeholders

(public, alumni, analysts, etc.)

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)

Tailor products and services to new customer segments Shorten order-todelivery cycle time / Improve product and service availability Improve sales and marketing skills of staff

Evolve product and service features, functionality and value

Improve quality assurance programs

(life events, ends of contracts and leases, etc.)

Shorten time-tomarket

Improve price/margin knowledge of staff

Improve terms with sales channels

Improve due-date reliability

Consolidate device management information and tools

Improve terms on equipment and supplies Improve terms with service providers

Improve compliance management processes

Improve financial reporting efficiency Improve breadth, depth and quality of financial information

Improve skills of product development staff Improve incentives around product development efficiency Improve definition of product and service specifications Improve product development performance management methods and tools Improve profitability of R&D efforts through utilization of tax and economic development incentives

Improve terms with service providers

(delivery, warehousing, etc.)

Improve utilization of production channels / Reduce downtime

(credits, net operating losses, capital losses, etc.)

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

Improve companywide monitoring and management of risks Improve breadth, depth, quality and timeliness of managerial information Ensure tax planning activities and tax filings comply with regulatory environment Clarify governance roles and responsibilities (delegation of
authority, segregation of duties, etc.)

Improve involvement of operational staff in project delivery

(strategic, operational and financial risks; regulatory and tax compliance)

Improve conversion of strong relationships into sources of competitive advantage Improve quality of information provided to stakeholders
(accuracy, timeliness, transparency & predictability)

Remove barriers to switching

Improve account management skills of staff Improve incentives for account/relationship development

Improve brand strength and good will

Implement affinity programs

Improve features and functionality of products and services Improve quality and reliability of products and services Improve methods and tools for managing demand/supply performance

Improve coordination with suppliers and sales channels Build product margins/profitability into sales incentives

Improve skills of sales staff

Improve skills of service staff

Improve skills of order management and billing staff Improve incentives around order management efficiency Improve terms with service providers

Consolidate and/or re-architect data stores Improve establishment of and adherence to servicelevel targets Improve technical and project management skills of staff

Improve real estate performance management methods and tools Consider tax incentives in location and selection of facilities Ensure proper valuation of property for tax purposes

(equipment maintenance, delivery, warehousing, etc.)

Provide staff with better managerial information and tools Improve skills of business management staff

(asset, budget, price/cost, treasury, debtor/creditor, performance, tax, risk, etc.)

Improve collaboration with vendors

Improve incentives around production efficiency

Improve skills of merchandising staff

Improve skills of service staff

Consider tax implications in the location/ selection of facilities

(distribution centers, service centers, branches, etc.)

Improve maintenance of IT systems

Improve identification and management of program/project risks Dynamically cancel or redirect ineffective/ obsolete programs and projects Improve management of vendors/service providers Continuously track and manage the realization of project benefits Improve management of organizational change in support of initiatives Improve program/ project management skills of staff

Increase accountability of business unit leaders for tax impact of decisions Improve benchmarking of global effective tax rate against industry peer group Improve breadth, depth, quality and timeliness of performance information Improve access to and distribution of performance information Improve career options and paths

Improve breadth, depth, quality and timeliness of business information Improve access to and distribution of business information

(methods, equipment, facilities, etc.)

Develop and utilize unique production resources

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)

Apply brand to new and unbranded products

Offer value-adding product and service bundles Shorten order-todelivery cycle time / Improve product and service availability Improve crossselling/up-selling skills of staff

Improve brand strength and good will

Defer and reduce federal, state and local quarterly estimated tax payments

Improve terms with advertising channels

Improve staff incentives around sales efficiency Improve terms with service providers

Improve incentives around service efficiency and effectiveness Improve terms with service providers

Increase use of distance/on-line learning Reduce salary and benefits costs / Improve value of employee benefits Improve terms with third-party product and service providers
(payroll, benefits, training, etc)

Utilize national/global purchasing power

Improve cost accounting and allocation of shared/ overhead costs Improve ability to utilize offshore cash/ assets and move between geographies Improve skills of financial management staff Improve incentives around financial management efficiency Improve terms with financial services providers

Increase use of vendor-managed/ vendor-warehoused inventory Improve contracting and negotiation skills of purchasing staff

Improve skills of production staff

Improve incentives around merchandising efficiency

Improve staff incentives around service efficiency Improve terms with service providers

Build tax opportunities into real estate transactions

(income deferral, location credits and incentives, leasing terms, etc.)

Increase utilization of IT systems

Improve mechanisms for soliciting and addressing stakeholder feedback

Develop and utilize unique IT resources

(applications, networks, etc.)

Human Capital Strategy and Management

(Recruitment, Development, Administration and Performance Management)

Improve alignment of staff incentives with strategic objectives Acquire companies with relationships in targeted customer segments Acquire companies in targeted geographies

Improve product- and service-innovation skills of staff

Improve account management methods and tools

Establish customer communities

Improve methods and tools for managing pricing performance

Improve skills of marketing staff

(network services, airlines, information services, etc.)

(network services, outsourced functions, etc.)

(delivery services, outsourced functions, etc.)

Increase use of vendor-managed/ vendor-warehoused inventory Improve contracting and negotiation skills of procurement staff

Improve incentives around business planning efficiency Improve terms with service providers
(information services, consultants, etc.)

Improve terms on equipment purchases

Improve terms with service providers

(delivery, warehousing, etc.)

(outsourced services, network services, information services, etc.)

Improve consideration of tax implications in the acquisition and disposition of assets Optimize tax benefits associated with selfconstructed assets
(plant, facilities, internallyused software, etc.)

Divest low-utilization IT systems

Improve security of applications, systems and data

Improve asset development skills of management and staff Improve incentives around asset development

IT Strategy and Management

(Design, Development, Deployment, Operations and Performance Management)

Improve incentives for product development and innovation

Improve customer service and retention skills of staff Build customer satisfaction and retention into staff incentives Improve retention performance management methods and tools

Improve staff incentives around marketing efficiency Improve terms with service providers

Improve terms on leased sales assets

(computers, vehicles, etc.)

Improve terms on leased service assets

(computers, vehicles, etc.)

Improve terms on leased assets

(computers, vehicles, etc.)

Improve incentives around IT/network efficiency Improve terms with service providers

Improve incentives around procurement efficiency Improve materials performance management methods and tools

Improve terms with service providers

(outsourced functions, etc.)

Improve logistics performance management methods and tools

Improve terms on merchandise purchases Improve management of trade and indirect taxes (sales/use , VAT,
GST, etc.)

Improve terms on leased service assets

(computers, vehicles, etc.)

Improve terms on production equipment

Strengthen training/ education of board and audit committees Align compensation and incentive systems with strategies, values and ethics

Improve process innovation skills of staff

Other Shared / Corporate Services

(Real Estate, Procurement and Other)

All Process Groupings

(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 companies aligned with product strategies Improve methods and tools for managing innovation performance Improve profitability of R&D efforts through utilization of tax and economic development incentives

Improve staff incentives for crossselling/up-selling Improve sales performance management methods and tools

(researchers, information services, advertising channels, etc.)

Improve management of trade/indirect taxes

(sales/use, VAT, GST, etc.)

Improve service and support performance management methods and tools

Improve tax collection and remittance processes Improve tracking and recovery of indirect taxes (sales/use, VAT,
GST, etc.)

(contractors, network services, consultants, etc.)

Improve management of international staff costs

(immigration, payroll, staff support, international equity, etc.)

Improve incentives around procurement efficiency

Improve management of transfer pricing

Improve management of transfer pricing

Optimize expense vs. capitalization of costs

(M&A costs, R&D costs, etc.)

Improve terms on IT systems

Integrate tax opportunities and issues into business planning processes Improve leadership and management skills of executives Improve executive development, recruiting and succession planning

Improve depth and breadth of staff technical skills

Develop and utilize unique tax expertise

Improve methods and tools for managing sales and marketing performance

Improve marketing and advertising performance management methods and tools

Improve sales performance management methods and tools

Improve terms on purchased and leased assets (PCs, servers,

network equipment, leased lines, etc.)

Manage payroll tax impacts of business initiatives

(M&A, consolidation, restructuring, relocation etc.)

Optimize utilization of available sales/use tax exemptions Improve management of indirect taxes
(sales/use, VAT, customs duties, etc.)

Improve production performance management methods and tools

Improve merchandising performance management methods and tools

Improve service performance management methods and tools

Improve tax benefits of compensation and benefit programs

(deferred and equity-based comp; retirement and healthcare benefits, etc.)

Align management and staff incentives with company performance Improve monetary and non-monetary recognition of staff contributions Improve talent management models and programs

Improve recruiting effectiveness

Improve order management methods and tools

(utilization, performance, capacity planning, etc.)

Improve/consolidate IT performance management methods and tools

Utilize available federal, state and local employment/ training incentives Improve HR performance management methods and tools

Improve identification and application of R&D tax incentives Ensure adequate documentation of significant tax positions

Improve vendor management skills of staff

Improve mechanisms for collecting and implementing employee ideas Build innovation and improvement into rewards and incentives

Improve utilization of telecom tax incentives

(credits, exemptions, etc.)

Improve procurement performance management methods and tools

(earnings & profits, transfer pricing, tax opinions, etc.)

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