1. Value-Chain Analysis and Customer Needs
... in the oil industry (see Exhibit 1). This chain has nearly 30 significant elements, starting with the search for oil (at the upstream end) and including field production, transportation (pipelines and supertankers), refining and processing and, lastly, consumer gas stations (at the ˜ ˜downstream'' end). Internally, the oil-industry value chain processes a broad range of products ... it isn't just another vendor selling wholesale merchandise at a rock-bottom price. This example illustrates the process of learning one's customer's key strategic issues and, over time, confirming and refin...
- Word Count: 4100
- Approx Pages: 16
- Has Bibliography
- Grade Level: Undergraduate