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2. AGENDA
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01 Agenda
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02 Agenda
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04 Agenda
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03 Agenda
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06 Agenda
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05 Agenda
01
2
3. 01
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3
MISSION
4. 01
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MISSION
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VISION
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GOAL
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STRATEGIES
4
OUR VISION
5. 01
MS.ALI GENTH
Finance Manager
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MR.JHON SMITH
Product Manager
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MS.JIM WASTON
CEO/ Director
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MR.GARY DOE
Managing Director
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5
OUR TEAM
6. 6
MARKET OVERVIEW
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Total Available Market (TAM)
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Serviceable Available Market (Sam)
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Your Target Market
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Your Market Share
Market
Share
Target Market
7. 2017
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50%
3 Out Of 10 People
Bought Online
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40%
Now 8 Out Of 10
Buy Online
7
BUYER BEHAVIOR
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8
COMPARE
9. NEED
Process
Change
Value
Decision
Maker
Value
Proposition
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9
CUSTOMER NEED ANALYSIS
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Internal
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External
Factor
10
SWOT ANALYSIS
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LOW
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25%
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MEDIUM
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HIGH
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11
SEGEMENTATION
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12
TARGETING
13. COMPETITOR
A
COMPETITOR
B
COMPETITOR
D
COMPETITOR
C
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13
STRATEGIC POSITIONING
17. 17
75%
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45%
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65%
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55%
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95%
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25%
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NEW MARKET LOCATION
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Place
Price
Promotion
PeopleProcess
Physical
Environment
Product
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MARKETING MIX
19. 20212017 2018 2019 2020
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19
TIMELINE
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Health Insurance
Paid Vacation
Meal Breaks Social Security
Peaks & Bonuses
Pay Raise
Employees AllowanceAchievement Award
20
BENEFITS OF OUR NEW SERVICE
23. 23
• Service design and
testing.
• Process and system
design and testing.
• Marketing program
design and testing.
• Personnel training.
• Service testing and pilot
run.
• Test marketing.
• Business analysis.
• Project
authorization.
• Formulation of new
services
objective/strategy.
• Idea generation and
screening.
• Concept development
and testing.
• Full – scale launch.
• Post – launch review.
Enablers
Tools
People
Service
Concept
elements
SystemsTechnology
NEW SERVICE DEVELOPMENT PROCESS
24. CRITICAL SUCCESS FACTORS
Client
Operational
Excellence
People Financial
Targeting Targeting Targeting Targeting
New Clients
Presentation Skill
Training
Delivering More Than Is
Promised
Revenue Per Existing
Client
Increased Client
Satisfaction
Marketing Skills Training
Improved Client
Turnaround
Revenue From New
Clients
Improved Clients Service On The Job Training Revenue Per Service
Improved Service
Delivery
Technology Training
More Aggressive Marketing
Campaign
24
SERVICE SUCCESS FACTORS
25. Client
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Operational
Excellence
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Financial
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People
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01
03
0204
25
SERVICE SUCCESS FACTORS
26. RECOVERY
Employee Response To
Service Delivery System
Failure
ADAPTABILITY
Employee Response To
Customers Needs and
Requests
COPING
Employee Response To
Problem customers
SPONTANEITY
Unprompted And Unsolicited
Employee Actions And
Attitudes
26
SERVICE ENCOUNTER SUCCESS FACTORS
27. CRM
Demand And
Capacity Planning
Engagement
Management
Service Delivery
Management
ERP And Corporate
Dashboards
Pipeline Monitoring
What-if-scenarios
Utilization Planning
Future Capacity
Planning
Statements Of Work
Details
Activity And Milestone
Scheduling
Resource Assignment
Financial Planning
Changes, Issues,
And Risks
Management
Progress Tracking
And Re-planning
Status Reporting
Financial Re-
forecasting
Client Deliverables
Billing Data
Client
Satisfaction
New
Business
Repeat
Business
Scope
Change
Strategic
Business
Financial
Management
▪ Monitor Project Expenditure
▪ Monitor Work In Progress
▪ Plan Billable Milestones
▪ Forecast Revenue And Margins By Services
Line, Region, Customer, And Project
▪ Track Revenue By Billable Resources
27
SERVICE RESOURCE PLANNING
28. VISION
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MISSION
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CORE VALUE
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28
REVIEW MISSION AND VISION
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Target
Scope
Advantage
Low Cost Product Uniqueness
Broad
(Industry Wide)
Cost Leadership
Strategy
Differentiation
Strategy
Narrow
(Market
Segment)
Focus Strategy
(Low Cost)
Focus Strategy
(Differentiation)
29
COST LEADERSHIP STRATEGY
31. 31
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Your Text
Here
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Here
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Here
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Here
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Here
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Here
Evidence
Front Stage
Backstage
Support
Systems
User
Interaction
SERVICE BLUEPRINT
32. LOWSERVICE
AGENDA
HIGHSERVICE
01 02 03
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32
TAXONOMY OF SERVICES PROCESS
33. SERVICE
IMPROVEMENT PLAN
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Your Text Here
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33
SERVICE IMPROVEMENT PLAN
35. 35
Warranty After Sale Service
Installation
Delivery And
Credit
Brand
Name
Quality
Packaging
Features
Styling
Core
Benefit Or
Service
Augmented Product
Actual Product
Core Product
CONCEPT DEVELOPMENT AND EVALUATION
36. 15
15
25
25
35
35
Jan
Feb
Mar
Apr
May
Jun
Target Market
0
1
2
3
4
5
6
1Q17 2Q17 3Q17 4Q17 1Q18
Forecasting Of
Sales Volume
2 2 2 2 2 2 2
1.5 1.5 1.5 1.5 1.5 1.5 1.5
1.8 1.8 1.8 1.8 1.8 1.8 1.8
0
1
2
3
4
5
6
Indication Of Product
Positioning
Competitor
Reaction
0
5
2017 2018 2019 2020
Specification Of New
Product Development
0
2
4
6
8
10
12
Jan Feb Mar Apr May
36
MARKETING ASSESSMENT
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Claim
Canalization
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Variable Cost of
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Sales volume
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Incremental
Fixed Cost
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Contribution And Profitability
Of The New Service
37
FINANCIAL ASSESSMENT
39. 39
Viable Product
Extended MVP
Minimal Viable
Product
Concept
Test Problem Solution
Market Analysls
Check Feasibility
(Prototyping)
Positioning
Test Selling
Build
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MARKET TESTING
40. 40
POST INTRODUCTION EVALUATION
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41. OPTION A
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OPTION B
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OPTION C
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OPTION D
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41
DELIVERY PROCESS
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ADAM SMITH
Company CEO
42
STAFFING
43. 43
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SERVICE PACKAGE
44. 44
$ 35
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$ 45
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$ 55
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TEXT HERE
SERVICE PACKAGE
45. 45
Time
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SERVICE DESIGN DOCUMENT
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46
SERVICE DESIGN DOCUMENT
47. 47
0
5
10
15
20
25
30
Category 1 Category 2 Category 3 Category 4 Category 5
Series 1 Series 2
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SERVICE LIFE CYCLE
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48
BUSINESS QUOTES