Topic 87
Stakeholder Value Creation
Topic 87 explores the notion that successful M&A deals rest on stakeholder value creation: for the shareholder, customer, and employees.
The reader is encouraged to take the time to read the text in conjunction with the referenced Appendices to gain the appropriate level of understanding of the subject matter discussed in the narrative. Appendices are either presented at the end of this and each remaining Topic or are available for review and download on this book's companion Web site (see the About the Web site page for login information).
SATISFY THE CUSTOMER AND EMPLOYEES
- Satisfy the customer's product and service needs reflecting the stated values of the enterprise (see Topic 52).
- Measure customer satisfaction—use customer surveys and determine why the customer values you and keeps coming back to you or does not, so you can improve on doing the right things that keep them coming back tomorrow. Measure where you stand on those factors of most importance to the customer:
- Product returns due to quality issues
- Product delay lead time versus expectations versus competition
- Product order fill rates versus expectations versus competition
- Product on-time delivery rate versus expectations versus competition
- Product service complaints versus competition
- Product failures versus competition
- Product price versus competition
- Money for value delivered
- Measure customer satisfaction—use customer surveys and determine why the customer values you and keeps coming back to you or does not, so you can improve on doing the right things that keep them coming back tomorrow. Measure where you stand on those factors of most importance to the customer:
- Treat employees in a manner that reflects the stated values of the enterprise (see Topic 52).
- Measure ...
