What is the Value Profit Chain? 

The value profit chain is a model that states that organizations must focus on providing value to stakeholders. 

• Customers 
• Employees
• Investors). 

What are the 3 Groups of the Value Profit Chain? 

These three groups are interrelated and their desired behaviors can each be broken down into:

• Retention,
• Related sales, and
• Referrals.

What is the Performance Trinity?

• Leadership and management
• Culture and values
• Vision and strategy

What are the Value Chain Virtues

• Leverage
• Focus
• Fit
• Trust
• Adaptability

Who Developed the Value Profit Chain? 

The Value Profit Chain model was proposed by James Heskett, Earl Sasser and Leonard Schlesinger.

References for the Value Profit Chain

• Heskett – Service Quality, 1986
• Heskett, Sasser and Hart – Service Breakthroughs: Changing the Rules of the Game, 1991
• Kotter and Heskett – Corporate Culture and Performance, 1992
• HBR, Putting the Service Profit Chain to Work, 1994
• Heskett, Sasser and Schlesinger -The Service Profit Chain, 1997
• Heskett, Sasser and Schlesinger – The Value Profit Chain, 2003