In a value chain analysis, which activity is directly involved in delivering value to customers?

In a value chain analysis, outbound logistics is essential for delivering value to customers because it encompasses the processes required to distribute finished products to end-users. This includes warehousing, inventory management, order fulfillment, and transportation. Efficient outbound logistics ensures that goods reach customers in a timely manner, which directly enhances customer satisfaction and contributes to the overall value perceived by the customer.

While marketing plays a role in promoting products and creating demand, and research and development are crucial for innovating and improving products, they do not directly involve the delivery of value to customers. Human resources management, while vital for maintaining a skilled workforce, is more focused on internal processes rather than the end customer experience. Outbound logistics, on the other hand, is the step where value is realized as products are transferred into the hands of the consumers, making it a key activity in the value chain.