9 HOW

OPERATIONS
WHAT & WHY
ENGAGEMENT
WHO

KEY PARTNERS KEY ACTIVITIES SOCIAL VALUE PROPOSITION RELATIONS STAKEHOLDERS

Who are our Key Partners and Key Suppliers? Which Key Activities do our Social Value Propositions What programs and services do we deliver? What type of relationship does each of our Customer Who are our Stakeholders? For whom are we creating
Which Key Resources are we acquiring from partners? require? What problems or challenges are we trying to solve? Segments expect us to establish and maintain with them? value? Who helps us create Outcomes or our Social
Which Key Activities do our partners perform? What activities are needed to sustain operations? What value do we deliver to Stakeholders? Which ones have we established? Value Propositions?
Who will fund us? What’s in it for our Stakeholders? How are they integrated with the rest of our business
model?
How costly are they?
Categories
• Marketing Examples Category 1 Category 2
Example Partnerships • Campaigns • Community • Clients • Volunteers
• Strategic alliances between non-competitors • Events • Co-creation • Constituencies • Participants
• Joint ventures to create new “x” • Production • Accountability • Recipients • Collaborative
• Cause Marketing Alliances • Development • Self-Service Partnerships
• Advocacy Alliances • Training • Direct Action • Advocacy
• Buyer-Supplier relationships to assure reliable • Networking • Automated
supplies • Research
• Low-end donors • Service Delivery
• High-end donors Category 3 Category 4
• Philanthropists • Customers • High-End Donors
• Members • Low-End Donors
• Philanthropists

KEY RESOURCES CHANNELS

What Key Resources do our Social Value Propositions How do we reach Stakeholders? How do they want to
Require? be reached regarding the delivery of our Social Value
What other Key Resources are needed at the Proposition? How do we provide ongoing communications,
engagement level and the operations level? support, and awareness?

Examples Examples
• Physical • Brick and mortar
• Intellectual (brand patents, copyrights, data) • Online
• Human • Mobile
• Financial • Purchase Touchpoints

COST STRUCTURE VALUE CAPTURE

What does it really cost to run our nonprofit operations? What costs are inherent in our business model? Which Key Resources What value are Stakeholders truly willing to return or contribute? What routines and processes do
and Activities are the most expensive? What does it cost to run and maintain the Operations Level? they prefer? Mission-related milestones?

Examples Financial Measures: Non-Financial Measures:

• Operational Expenditures • Capital Expenditures • Donations • Behavior Change
• Administrative Costs • Fixed Costs • Grants • Social Impact
• Overhead • Variable Costs • Sales Proceeds • Mission-related Milestones/Outcomes
• Economies of Scale/Scope • One-time Transactions • Membership Sign-ups
• Recurring Transactions • Other metrics and KPIs
• Other Revenue • Traffic
• Visitors

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