BBP 3/5. Guido Abbenhuis, Océ Business Services

Managing the Document Services Opportunity Organizational transition at Oc é Guido Abbenhuis Manager Business Development Oc é Business Services Europe Exser seminar ‘Business beyond Products’ Amsterdam, April 15th, 2010

Profile Oc é N.V. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Océ Business Services - Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

OBS Outsourcing Services Portfolio Document Process Services Advanced Document Services Operational Document Services Creative Services Print On-Demand Digital Mail & Input Management Managed Office Services Digital Dossier Management DTP & Design Scanning Capturing Mail & Logistics Archive & Records Mgt Office Services Print Mgt Creative services Office Services Print Mail Scan Archive Trade & Industry Accounts payable & Invoicing Services Trade & Industry TechDoc / Engineering Document Control Services Education Educational Information Services Finance / Insurance Policy Statement Lifecycle Services AEC market Project & Engineering Document Control Services Utilities / Telco Customer Communication Services

Oc é business mix: ‘Industrial’ Services and ….SERVICES!!!

Choose or lose in the services domain! Strategic Intent Sources of competitive advantage Economies of scale Economies of skill Protect or enhance products Expand independent services Oc é Business Services Technical Maintenance / Industrial Services Pre sales Consultancy for print environments

Avoid the technology denial trap !!!! MORE MORE Technology / manufacturing knowledge Knowledge about customer processes and how to support them Technology development only Customer knowledge development with a loss of technological knowledge Customer knowledge development supported by technological knowledge (especially on application of technology)

Transition experiences : phases of services business at Oc é Phase External business situation Internal organizational situation ,[object Object],Customers demand / need for services Dedicated delivery attention at first customers OBS as a start up within product BU Autonomous status per Oc é country No strategy from C-level ,[object Object],Uncontrolled strong growth Larger accounts with more risk First loss making contracts Conflicting business approach with product BU / Discussion about consistency of services business Investment in new people !! No strategy on C-level ,[object Object],More focus on profitable business at existing customers Controlled growth with new customers Separation Phase of 3-4 years OBS development “outside” Oc é Substantial profit development / consistent profit growth per year Autonomous status but no offensive transition strategy from C-level ,[object Object],Market opportunity for strong growth at existing and new large corporate customers Document outsourcing dominant proposition top 500 Strategic attention at C- level Strong Business management Structural innovation of organization, service lines and competences

Services Business Development starts at customers! Initiation Development Productization Services Delivery Evaluation & Modification # customers Profit in € 0 ++ Lead customer phase Services ROI Product ROI

Service innovation stages & process Go / No go Result ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Requirements for ‘GO’ Sponsorship Innovation Board Clear goals and start up plan Initial resources available Criteria for Business case Service offered in Continue improvements Business growth Developed Business Concept Business case for exploitation lead customer Plan for testing and employment Ownership BU mgr Positive business case Clear business goals for Evaluation lead customer + service line development Proven concept + results at several customers Business plan / case for exploitation service line Go-to-market plan Management commitment BU Positive Business Plan Investment plan for exploitation New Services Opportunity Generation Phase Concept Development Phase Proof of Concept Phase Exploitation Phase Go / No go Go / No go 1 2 3 4

Tips for a real transition to a services business ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

BBP 3/5. Guido Abbenhuis, Océ Business Services

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