CABA Information Series

IS-2004-32: Integrated Service Delivery: The 21st Century Business Model

We have gone from a product-driven business model to a customer-driven corporate structure. This paper, written by Paul Greenburg and provided by Indus Corporate Marketing explains the Enterprise Value Chain (EVP) as the basis for a services-delivery model. EVP includes collaboration among employees, partners, and suppliers. An Integrated Service Delivery model enhances customer relationships by focusing on service delivery, rather than service shipment. Revenue is generated through terms in Service Level Agreements.


(Adobe PDF File)