IndividualAssignment_SMbingoMarch2017

IndividualAssignment_SMbingoMarch2017 - Postgraduate...

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Postgraduate Diploma : Business Administration PBA4805 – Value Chain Management Individual Assignment #1 UNIVERSITY OF SOUTH AFRICA Authored by: Sibusiso Edgar Mbingo Student Number: 79356125 Subject Code: PBA4805 Subject Name: Value Chain Management Academic Year: 2017 Semester: 1
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Table of Contents QUESTION 1 ........................................................................................................................................................ 2 C LIENT E NGAGEMENT S OLUTIONS (CES) V ALUE C HAIN ......................................................................................................... 2 1.1 Introduction .............................................................................................................................................. 2 1.2 CES Value Chain ........................................................................................................................................ 3 1.2.1 Primary Activities ................................................................................................................................................ 4 1.2.1.1 CVP and Product Design Activity ................................................................................................................ 4 1.2.2 Support Activities ................................................................................................................................................ 5 1.2.2.1 Insights ...................................................................................................................................................... 5 1.2.2.2 Service Design ............................................................................................................................................ 6 1.2.2.3 Build and Implementation (IT) ................................................................................................................... 7 1.2.2.4 Manage (Operations) ................................................................................................................................. 8 1.2.2.5 Sales, Marketing and Retention Enablement ............................................................................................. 8 1.2.2.6 Human Capital ........................................................................................................................................... 9 1.2.2.7 Finance ...................................................................................................................................................... 9 QUESTION 2 ...................................................................................................................................................... 11 C LIENT E NGAGEMENT S OLUTIONS (CES) P ROCESS F LOW D IAGRAM ....................................................................................... 11 1.1 Introduction ............................................................................................................................................ 11 1.2 IT Systems Process Flow Diagram ........................................................................................................... 12 1.3 IT Systems Process Flow Diagram ........................................................................................................... 13 1.4 Sales and Marketing Process Flow Diagram .......................................................................................... 14 1.5 Conclusion ............................................................................................................................................... 14 REFERENCES ...................................................................................................................................................... 15 W EBSITES .................................................................................................................................................................... 15 B OOKS ......................................................................................................................................................................... 15 ABBREVIATIONS & TERMINOLOGY ..................................................................................................................... 16 1 | P a g e
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Question 1 Client Engagement Solutions (CES) Value Chain 1.1 Introduction This section describes the Client Engagement Solutions (CES) Business Unit value chain. The Client Engagement Solutions is a division of MMI Holdings, which optimises the client engagement capabilities and ensures that an appropriate focus on this critical part of MMI Holdings’ strategy ( MMI Holdings Operating Model, 2017 ). MMI Holdings was formed on 1 December 2010 from the merger of Metropolitan Holdings and the Momentum Group, both sizable insurance-based financial services players in South Africa. Table 1 shows the MMI Holdings Operating Model ( MMI Holdings Corporate Profile, 2017 ). The Operating Model represents the organisation’s value chain. Table 1: MMI Holdings Operating Model MMI Holdings Operation Model Segment Business Client Engagement Solutions (CES) Products & Solutions Business Metropolitan Retail Momentum Retail Corporate & Public Sector Africa & South-East Asia United Kingdom Wellness & Rewards (Multiply) Financial Wellness Data Analytics Health Investments and Savings Life Insurance Short-term Insurance Lending Solutions Group-wide functions Group Finance & Balance Sheet Management Risk Management Brand, Corporate Affairs & Transformation Infrastructure & Operations 2 | P a g e
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1.2 CES Value Chain In this section, I will be describing the value chain of the Client Engagement solutions (CES). In this section, we will be discussing both the primary and supporting activities in details. As per MMM Holdings, “the Client Engagement Solutions combines new technologies, business ecosystems and its deep understanding of human behavior to help clients in become more financially well. Compelling rewards are being used to drive the client behavior that improves financial wellness and increases the value of existing clients. This business unit also tracks the financial wellness of the country through its annual Financial Wellness Index” ( MMI Holdings Corporate Profile, 2017 ). Figure 1 shows the Client Engagement Solutions’ operating model, which represent the value chain of the business unit. These activities are discussed in details in the following sections.
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