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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