Developing a Service Strategy - Operations Strategy

The figure below gives an outline of the three steps of developing an operations strategy based on the Platts-Gregory approach. 

Step 1 

The market position is assessed in terms of opportunities and threats faced by the organisation in its competitive market(s). It involves identifying the factors which are required by the market and compared to the level of achieved operations performance. The procedure compares 'profiles' of market requirements and actual operational performance. 

Step 2 

The capabilities and practices of the operation are assessed in order to establish how they contribute to factors required by the market determined in step 1. 

Step 3 

concerns the consideration of alternatives and development of new operations strategies in order to close the gaps identified in steps 1 and 2.