chapter5gapanalysis.pptVIP

Chapter 5Gap Analysis Ch. 5Gap Analysis FIGURE 5-3: ONLINE BILLING AND PAYMENT: A VIRTUOUS CYCLE TABLE 5-2: AVERAGE RETAIL CD PRICES IN THE U.S. FIGURE 5-6: TYPES OF GAPS FIGURE 5-8: DEMAND-SIDE GAP ANALYSIS TEMPLATE FIGURE 5-10: DEMAND-SIDE GAP ANALYSIS TEMPLATE: CDW EXAMPLE FIGURE 5-9: SUPPLY-SIDE GAP ANALYSIS TEMPLATE(to be used in conjunction with Demand-SideGap Analysis Template, Figure 5-8) Ch. 3Building and Editing the Channel Value Chain I: The Key Principles FIGURE 5-11: SUPPLY-SIDE GAP ANALYSIS TEMPLATE: CDW EXAMPLE(to be used in conjunction with Demand-Side Gap Analysis Template,Figure 5-10) * Sources of Gaps Types of Gaps Measures to Close Gaps Goal: To build the channel that both meets service output demands and does so at a minimum cost of performing the Necessary Channel flows. Gap Analysis Framework: Sources of Gaps ? Types of Gaps ? Closing Gaps 2/10/95: Delta limits agent commissions to $50 on RT, $25 on one-way tickets for U.S. travel 2/11/95: American, Northwest follow 2/13/95: United, USAir follow 2/14/95: Continental follows 2/15/95: TWA follows 2/16/95: AMEX, Carlson Wagonlit announce fees for travel services 2/17/95: Travel agents file antitrust lawsuit; U.S. Justice Dept. investigation launched 3/29/95: Delta, Continental offer bonuses to travel agents exceeding sales goals 1996: Airlines settle lawsuit, paying agents $86 million; commission caps remain in place. ? Online ticketing (e-ticketing) begins. 2/10/97: SAS, KLM, Lufthansa cut domestic commissions to 5-7.5% 9/18/97: United cuts commissions to 8%, retains $50/$25 caps 9/23/97: American, Delta follow 9/26/97: Northwest, Continental, USAir, Midwest Express, KLM, Lufthansa follow 11/18/98: American, Delta, United cap commissions on international flights at $100/$50 11/20/98: Continental follows 10/8-12/99: United cuts commissions to 5% with a maximum of $50 for round-trip domestic ticket, $100 for round-trip international flight; American,