Untangling Customer Journeys, Value Chains, Value Streams, and Business Processes

You are here

Untangling Customer Journeys, Value Chains, Value Streams, and Business Processes

Executive Update
Posted November 7, 2017 in Business & Enterprise Architecture, Business Technology & Digital Transformation Strategies


Whynde Kuehn

Customer journeys, value chains, value streams, and business processes are four organiza­tional views that tend to bring about questions and confusion. On the surface, each of these artifacts may appear to have some similar elements, such as the business vocabulary they use or the fact that they represent some concept of “flow.” However, as this Executive Update clarifies, all four views differ in both intention and representation and thus should be clearly differentiated from each other.