Presentation for Senternovem and EZ in relation to the knowledge community for Service Innovation.

1. Services, Technology
and other Strategic
Issues
e future isn’t what it used to be

2. Agenda
Examples
•
Services and ICT
•
SaaS
•
IIP-SaaS
•
Discussion
•

3. Setting the scene
EXAMPLES

4. iDeal

5. iDeal
• Easy, Safe, real-time and Secure payment
– Within a commercial transaction: payment as a
service
• Hybrid Mixture of flexible front-end and
mature back-end
• Clearly positioned in the market
• Easy access for small web shops

6. Carglass

7. Carglass
• Strong integration with Insurance company
(insurance company only has to pay..)
• Premium price, more eficient process
• Issues:
– Dependency (channel to customer)
– Cost accounting (compound services)

8. Amazon Mechanical Turk

9. Amazon Mechanical Turk
• Used as a software service
• People all over the world
• Tasks that are hard for computers
(but easy for humans)
• Examples:
List a shorter word in a word ($ 0.05)
–
Label images of animals ($ 0.05)
–
Label images of structures ($ 0.05)
–
Find contact e-mail on websites ($ 0.03)
–
Write a 2-3 paragraph blog entry ($0.50)
–

10. Examples of “HITS”

11. Google Bank

12. Google Bank
opportunities
Peer to Peer and Microloans (addLoans..)
•
Risk Management (Google knows it all)
•
Wisdom of Crowds (Communities)
•
Micropayments (Google Phone!)
•

13. Common denominator
• New business models
(“addtention economy”)
• Combination of old and new
• Combination of Service and
Software
• Strong focus on networks and
integration

14. SERVICES AND ICT

15. Services
• Services have a history of low productivity
growth
– And more than 70% of the economy are services
• Traditionally focussed on face to face,
customer specific
• Necessity of unity in Time, Place and Action
is decreasing through technology
– Internet, sensornetworks, smart phones, …
• ICT now allows services re-engineering

16. Services and ICT
• New added value based on new
combinations
– E.g. Misdaadkaart.nl
• New design of distribution channels
– E.g. Amazon associates
• Mass customization
• New entrants like Google and Amazon

17. Misdaadkaart.nl

18. Services and ICT
• New added value based on new
combinations
– E.g. Misdaadkaart.nl
• New design of distribution channels
• Mass customization
• New entrants like Google and Amazon
– Example: customized car insurance
– Based on accelleration behaviour
– How to know …..??

19. The Long Tail

20. Services and ICT
• New added value based on new
combinations
– E.g. Misdaadkaart.nl
• New design of distribution channels
• Mass customization
• New entrants like Google and Amazon
– Example: customized car insurance
– Based on accelleration behaviour
– How to know …..??

21. SOFTWARE AS A SERVICE
(SAAS)

22. Definition SaaS
A Service delivery model where remote
componentized services are accessible through a
software interface and can be combined to
create new business services delivered via
flexible networks
Web 2.0
Cloud
Computing
Mashup
Utility
computing

24. Business
Technology
are Migration
w
oft
S Operation
s
ce
rvi
e
S

25. Importance SaaS
• Strong influence on Service Economy
• We are very much a Service Economy
• SaaS is a strong export mechanism
• SaaS enhances the service economy and
creates new opportunities for service
providers and business innovation

26. • We are at the beginning
– Logistics management started with researching
lorry trucks in a storeroom before it became a
strong business driven field
– Service Engineering only starts with RSS and
Mashups but will grow into an important business
field enabled by Service Software

27. Forecasting (technology)
ear al
i
ent
: lin n
g o
in exp
ast :
c
ent
e
for m
e
n c
ma van
Hu ad
y
g
olo
chn
Te

28. Macromyopia
We overestimate
the short term results
of technology
and underestimate
the long term results
Jaron Lanier

29. Extinction
1785R.B.Longridge and CompanyBedlingtonFirst loco built 1837. Closed 1855
1790William and Alfred Kitching, DarlingtonFirst loco 1832. BoughtbyStockton and Darlington Railway in 1862. Closed 1886.
1790Benjamin Outram and Company, Butterley, DerbyshireCivil engineering firm, but had a strong interest in railways. BecameButterley Company in 1805
1795Fenton, Murray and Wood, The RoundFoundryLeeds, First loco 1812. BecameFenton, Murray and Jackson in 1826.
1805Butterley Company, Butterley, DerbyshireBuilt locos foritsownuse plus twofor the MidlandCounties Railway. Closed in 1965, though the Butterley Engineering Company remaineduntil c1983
1810HaighFoundry, WiganFirst loco 1835. Closed 1856.
1810J and C Carmichael, Ward FoundryDundeeTwo locos only in 1833. Became James Carmichael in 1853. Limitedliability in 1894. Closed 1929.
1816William FairbairnSonsManchesterFirst loco 1839. Loco business boughtby Sharp Stewart in 1863.
1817R and W HawthornLtd, NewcastleBecameHawthorn Leslie in 1884.
1819Foster, Rastrick and Company,Stourbridge, Fourlocomomotives in 1829, includingfirst in USA. Closed 1831.
1823Robert Stephenson and CompanyNewcastleBecameR.StephensonHawthorn in 1937.
1823Edward Bury and Company, LiverpoolBecameBury, Curtis and Kennedy in 1842
1824G and J Rennie, BlackfriarsseeGeorge and John Rennie
1826Fenton, Murray and Jackson, The RoundFoundryLeedsClosed 1843. Fentontook over Shepherd and Todd's Railway Foundry in 1846.
1826Mather, Dixon and Company,LiverpoolMoved to Bootle in 1839. Closed 1843.
1828Sharp, Roberts and Company,ManchesterFirst loco 1833. Became Sharp Bros. in 1843.
1830Rothwell, Hick and Rothwell,BoltonBecameRothwell and Company1832
1830Charles Tayleur and Company, (VulcanFoundry) WarringtonBecameVulcanFoundry in 1847
1830Tulk and Ley,Whitehaven. Taken over byFletcherJennings Ltd. in 1857
1832Rothwell and Company,BoltonClosedapprox 1864
1833Benjamin Hick and Sons,BoltonLast locos 1850. BecameHick, Hargreaves and Company, acquiringlimitedliability in 1889.
1834George Forrester and Company,Liverpool, Closed 1890. Last locomotive circa 1847.
1834Day, Summers and Company,Southampton, First loco 1837, becameSummers, Day and Baldock in 1847.
1835James Kitson,AiredaleFoundry, Leeds, BecameTodd, KitsonLaird in 1838
1835John Coulthard And Son,Gateshead, Became R. Coulthard and Company in 1853
1836Nasmyth, Gaskell and Company,PatricroftBecame James Nasmyth in 1850
1837Jones, Turner and Evans,Newton-le-Willowsbecame Jones Potts in 1844
1837Henry Stothert and Company,Bristol, BecameStothert, Slaughter and Company in 1841.
1837Kerr, Mitchell and Neilson,GlasgowBecameKerr, Neilson and Company in 1840
1838Shepherd and Todd, the Railway Foundry. Leeds, BecameFenton, Craven and Company in 1846
1838Todd, KitsonLaird,LeedsAlsoknown as Kitson and Laird, alsoLaird and Kitson. BecameKitson, Thompson and Hewitson in 1842
c1839ThompsonCole,LittleBoltonBuilt five locos includingtwofor the Birmingham and Derby Junction Railway
c1839Stark and Fulton,GlasgowBuilt locos between 1839 and 1849
c1840Isaac Dodds and Son, Rotherham, First locomotive 1849 thoughpossiblepreviousworkfor the Sheffield and Rotherham Railway. Closed 1868
1840AndrewBarclay, Sons and CompanyKilmarnockFirst steam loco 1859. Began building diesels in 1935. MergedwithHunslet Group 1972. Still in business as Hunslet-Barclay)
1840Kerr, Neilson and Company,Glasgow, First locos 1843. BecameNeilson and Mitchell in 1845
1841Stothert, Slaughter and Company,Bristol, BecameSlaughter, Gruning and Company in 1856
1842Bury, Curtis, and Kennedy,LiverpoolWound up 1851
1842Kitson, Thompson and Hewitson,LeedsLater Kitson and Hewitson, thenKitson and Company in 1863
1843W.B.Adams,Fairfield Works, Bow, Steampoweredcarriage 1847. Locos from 1849. Adams radialaxle box. Closed circa 1872.
1843Sharp Brothers,ManchesterBecame Sharp Stewart Co. in 1852
1843Gilkes Wilson and CompanyMiddlesbroughFirst locomotives built 1847. BecameHopkinsGilkes and Company in 1865
1844Charles Todd,LeedsClosed 1858. Taken over byCarrett, Marshall and Company
1844Jones and Potts,Newton-le-WillowsClosed 1852. Jones thenopened a company in Liverpool.
1845Neilson and Mitchell,Glasgow, BecameNeilson and Company in 1855
1846Hawthorns and Company,LeithSet up by R and W Hawthorn Ltd. to provide engines for Scotland. Closed circa 1872
1846Fenton, Craven and Company.LeedsBecameE.B.Wilson in 1846
1846E.B.Wilson and Company,LeedsBuilt Jenny LindClosed 1858
1847W.G.Armstrong and Company,NewcastleonTyneBecameArmstrongWhitworth in 1897.
1847VulcanFoundry,Warrington, Limitedliability in 1864. In 1955 became part of English Electric. Last locomotive 1970. Works closed 2002
1847Summers, Day and Baldock,SouthamptonNo locomotives built after 1839. Later becameDay, Summers and Company
1850John Fowler Co., LeedsFirst locos 1866. Limitedliability in 1886. Locomotiveacttiviesended 1968
1850James Nasmyth,PatricroftBecamePatricroftIronworks in 1857
1852John Jones and Son,LiverpoolClosed 1863
1853Sharp Stewart and Company,Manchester, later Glasgow, Limitedliability in 1864. Took over ClydeLocomotive Company in 1888. MergedintoNorth British Locomotive Company in 1903
1853R.Coulthard and CompanyGatesheadClosed 1865. Passed to Black, Hawthorn Co
1854Beyer-Peacock and Company,Gorton, Manchester, Limitedliability 1902. FamousforGarratt locos. Reorganisedfordiesel-hydraulic in 1961. Closed 1966
1854Brassey and Company, Canada Works BirkenheadSubsidiary of Brassey,Jackson, Bettsabnd Company. Last loco circa 1875
1855Neilson and Company,Glasgow, BecameNeilson, Reid and Company in 1898
1856Slaughter, Gruning and Company,BristolBecameAvonside Engine Company in 1866
1857PatricroftIronworks,PatricroftBecameNasmyth Wilson and Company in 1867
1857Ruston, Proctor and CompanyLincolnLocomotives built from 1866. Became Ruston Hornsby in 1918.
1857FletcherJenningsLtd,Whitehaven. BecameLowca Engineering Co. Ltd. in 1884
1858Manning WardleLeeds, Closed 1927
1860Hudswell and Clarke,Leeds, BecameHudswell, Clarke and Rogers in 1870
1863Dübs and Company,GlasgowJoinedNorth British Locomotive Company in 1903
1863Kitson Co.,LeedsClosed 1938
1864Hunslet Engine Company,Leeds, Limitedliability in 1902. Movedinto diesels around 1930. Stilloccasionally built steam engines. Closed 1995, but the Barclayworksremains as Hunslet-Barclay
1864Fox Walker,Bristol, BecamePeckett and Sons in 1880
1865Yorkshire Engine Company,SheffieldAcquired in 1948 by United Steel. Diesl units producedfrom 1949. Taken over byRolls-Royce in 1965 and workedtransferred to Sentinel of Shrewsbury.
1865Henry Hughes and Company,Loughborough, BecameFalcon Railway Plant Works in 1883
1865Black, Hawthorn Co,Gateshead, BecameChapman and Furneaux in 1896
1866Avonside Engine Company,BristolClosed 1934
1865HopkinsGilkes and CompanyMiddlesbroughBecameTees-sideIron and Engine Works Company Limited in 1875
1867Nasmyth Wilson and Company,PatricroftLimitedliability in 1882. BecamePatricroft Royal OrdnanceFactory in 1939
1870Hudswell, Clarke and Rogers,Leeds, BecameHudswellClarke and Company in 1881
1872Barclays and Company,Kilmarnock, MergedwithAndrewBarclay and Company in 1888
1874Sir Arthur P. Heywood,DuffieldPioneered 15 inch gauge, seeDuffield Bank Railway
1875W.G.Bagnall,Stafford, Limitedliability in 1887. In 1951 taken over byBrush as Brush-BagnallTraction Ltd.
1875Tees-sideIron and Engine Works Company LimitedMiddlesbroughClosed 1880
1877Hartley, Arnoux and Fanning,Stoke, Taken over byKerr-Stuart in 1893
1880Peckett and Sons, Atlas Works, Bristol, Last steam loco 1958. Taken over by Reed Crane and Hoist Co untilthisalsoclosed, but name carriedonbyPeckett and Sons of Ongar
1881James Kerr and Company,GlasgowSub contracted loco building, thenbecameKerrStuart and Company at Stoke in 1893
1881HudswellClarke and Company, The Railway Foundry, LeedsLimitedliability in 1899. Began building diesels approx 1920. Taken over byHunslet Engineering
1883Falcon Railway Plant Works,Loughborough, BecameBrushElectrical Engineering Company in 1889
1883Dick, Kerr Co.,Kilmarnock, Locomotiveproductionmoved to Preston in 1919.
1884ClydeLocomotive Company Ltd., Atlas Works, SpringburnBoughtby Sharp Stewart in 1888
1884Hawthorn Leslie and Company Ltd.,,NewcastleuponTyne, Was RW Hawthorne. BecameR.StephensonHawthorn in 1937
1884Lowca Engineering Co. Ltd.,Whitehaven. Became New Lowca Engineering Co. Ltd. in 1905
1886ClydeLocomotive Company,Glasgow18861886-1888 taken over by Sharp, Stewart
1889BrushElectrical Engineering Company,Loughborough, Last steam 1914. Still in business producingdiesel-electric locos.
1893KerrStuart and Company Ltd.,Stoke, Closed 1930
1896Chapman and FurneauxGatesheadTook over Black Hawthorne Co. Closed 1902
1897ArmstrongWhitworth,NewcastleLast locos approx 1937.
1898NeilsonReid and Company,GlasgowAmalgamatedinto the North British Locomotive Company in 1903
1903North British Locomotive Company,Glasgow, Closed 1962
1905New Lowca Engineering Co. Ltd.,Whitehaven. Closed 1912
1911E.E.Baguley Ltd.Burton uponTrentNowBaguley-Drewry Ltd.
1918English Electric,Taken over by GEC in 1960
1918Ruston and HornsbyLincolnLast locomotives c1967. Nowspecialises in gas turbines.
1937Robert Stephenson and Hawthorns, LtdDarlington and NewcastleonTyne, BecameEnglish Electric in 1962

30. SECTORS AND SAAS

34. Google Health
32

35. 33

36. 34

37. 35

38. 36

39. 37

40. 38

41. 39

42. Characteristics
• Highly digitized
• Highly disruptive
• Anytime, anyplace, anywhere
• Dierent business models
• Dierent channels
• Dierent players...

43. Challenges
• Using SaaS to deliver extra services (or be
used?)
– Channel ownership
• Transparancy of services
– Enforces price competition
• New business models, partnerships, …

44. Conclusions
• Financial world cannot ignore these developments
New competition
–
New channels
–
New business models
–
New services
–
New rules (credit crisis !)
–
• For The Netherlands we need:
Awareness
–
Knowledge
–
Education
–
Drive to take the lead
–

45. IIP-SAAS

46. IIP-SaaS
• Organize the community with a focus on
cooperation across borders (business,
disciplines)
• Create an SRA with the community and for
the community of business, science and
government
• Create projects around SaaS by working with
the community and lobbying for finance

47. Research Focus
• Service Innovation
– view from the business side
• Service software
– view from the technology side
• Service Transition
– view from migration
• Service Maintenance
– view from operations
Finance, Health, Government services

48. Focus
• 8 year view towards the future (2008 – 2016)
• Important area’s to create changes
– Knowledge creation (Business/Academia
collaboration)
– Innovation support (with technological institutions)
– Curricula (Service Architect)
– Community of professionals
• Four focus area’s
Service Engineering
–
Service Software
–
Service Transition
–
Service Operations
–

49. Testbeds
• Creation of a Testbed infrastructure in the
Netherlands
• More agile Development of services
• Build, Test and Operate networked services
• Speed up of service/software development
• Export, Eficiency, Quality of life
• Cooperation between Government,
Companies and Science
47

50. you
hank
T
ww
w.
IIP
Sa
aS
.nl
Martijn.Kriens@iCrowds.net