The client was experiencing rapid growth but lacked clarity around how work flowed through the business. Teams operated in silos, responsibilities overlapped, and decision-making was inconsistent. Leadership recognised the need for a more structured understanding of how value was created, delivered and captured across the organisation.
Valence was engaged to implement a Value Chain Model to bring transparency, improve performance and support strategic planning.
Ran workshops with leadership and operational teams to understand activities across the full lifecycle of work.
Distinguished between primary value-creating activities (e.g., sales, delivery, customer support) and supporting functions (e.g., finance, HR, systems, quality).
Identified bottlenecks, duplication, unclear ownership and areas of unnecessary complexity.
Developed a custom value chain aligned to the client’s business model and sector.
Mapped processes, roles, handovers, decision points and performance measures.
Highlighted gaps where value was being lost, such as inefficient onboarding, unclear delivery workflows, and inconsistent quality control.
Produced a prioritised improvement plan covering process redesign, governance, data visibility and team responsibilities.
Introduced new frameworks for demand planning, resourcing, and client delivery.
Provided templates and tools to embed the Value Chain Model into ongoing management and performance reviews.
The Value Chain implementation delivered immediate clarity and long-term strategic benefits:
Clear view of end-to-end value creation, enabling better operational planning.
Improved collaboration between teams previously operating in silos.
Reduced inefficiencies through streamlined workflows and clarified ownership.
Data-driven decision-making from newly defined metrics and process visibility.
Stronger strategic alignment, helping leadership focus investment and capability development where it adds the most value.