Determining Value Co-Creation Opportunity in B2B Services: Karuna P Joshi Murthy Chebbiyam
Determining Value Co-Creation Opportunity in B2B Services: Karuna P Joshi Murthy Chebbiyam
Determining Value Co-Creation Opportunity in B2B Services: Karuna P Joshi Murthy Chebbiyam
Karuna P Joshi
Murthy Chebbiyam
CSEE Department
University of Maryland, Baltimore County
Baltimore, MD, USA
kjoshi1@umbc.edu
IBM
IBM Research
New Delhi, India
mchebiyy@in.ibm.com
I.
INTRODUCTION
RELATED WORK
PROPOSED TECHNIQUE
Value Criteria
Strategic Alignment
Value drivers
Partnership,
Knowledge Management,
Flexibility,
Communication,
Financial Management
Client Capability
TABLE II.
ALIGNMENT.
VALUE
DRIVERS
Value driver
Partnership
Knowledge
Management
Flexibility/agility
Communication
Financial
management
TABLE III.
AND
PRACTICES
FOR
STRATEGIC
Value driver
Organizational
Proficiency or
competency
Employee Proficiency or
competency
IT System and Security in
the Client's organization.
Self Service
TABLE IV.
Value driver
Supplier Organizational
Proficiency or
competency
Agent Proficiency or
competency
IT System and Security
Service Quality
(solution accuracy for
Helpdesk service)
+.51*.46 = 0.625
Business
Transactional
.14*.33+.07*.33+.21*.21+.23*.21+.14*.46 +
.23*.46 + .12*.46 = 0.387
TABLE V.
Value
Measures
Value drivers
Strategic
Business
Transactional
Value Measure
Business
Transactional
.274*.71+.092*.71+.153*.125+.294*.125+.271*.16
1 + .159*.161 + .325*.161 = 0.437
OVERALL PRIORITY OF THE VALUE MEASURES ACCORDING TO
THE CLIENT
Value Measure
Strategic
Value Measure
Supplier Ranking
Strategic
Business
Transactional
Supplier Ranking
Strategic
TABLE VII.
Supplier Ranking
.29*.33+ 0.36*.33 + 0.07*.33 +.5*.21+.23*.21
TABLE IX.
Value Measure
Opportunity per
Client's expectation
Opportunity per
Suppliers expectation
Strategic
0.312
0.251
Business
0.25
~0
Transactional
0.156
0.2
V.
REFERENCES
[1]
[5]
[2]
[3]
[4]
[6]
[7]
[8]
[9]
[10]
[11]
[12]
[13]
[14]
[15]
[16]
ACKNOWLEDGMENT
[17]
[18]
[19]
[20]
Figure 8. Questionnaire for practiced value drivers for supplier and client capability