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5 Critical Success factors to successful Service Transformation (12 july, 2011)

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Steve Downton & Hilbrand Rustema 12 th July 2011 © 2011 - All rights reserved Noventum Service Management Consultants Ltd. WEBINAR To determine the 5 Critical Success factors to successful Service Transformation
HILBRAND RUSTEMA ,[object Object],© 2011 - All rights reserved by Noventum Service Management Consultants Ltd
Webinar Logistics © 2011 - All rights reserved by Noventum Service Management Consultants Ltd Example
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© 2011- All rights reserved by Noventum Service Management Consultants Ltd
What we do Be perceived by your customers as an innovative sustainable organisation Brand Experience Customer Feedback New Services Service Capabilities & Performance Career Development IT Solutions Sustainability Programmes Enhance the branded customer experience Improve customer satisfaction and loyalty Generate more revenue from existing customers Develop services that meet customers expectations Enable growth and delivery of new processes Improve process quality within your organisation Improve process effectiveness of your service delivery Improve people effectiveness across the service business Quickly reconfigure our service processes and adapt your organisation Improve sustainability within your company Reduce your ecological footprint Service Strategy Transformation Programmes Performance Scans Market Research
Some of our clients © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Facts about the Service Business ,[object Object],[object Object],[object Object],[object Object],© 2011 - All rights reserved Noventum Service Management Consultants Ltd. Source: Noventum’s Manufacturing Survey 2010
Service Business Driven by © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
How is value created with services? Type of services Source of Differentiation Product + Availability + Knowledge + Experiences Added Value © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Price Features People Brand
Companies face various service business challenges for which they need to transform their service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© 2011 - All rights reserved Noventum Service Management Consultants Ltd. ,[object Object],[object Object],[object Object],[object Object]
POLL QUESTION © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© 2011- All rights reserved by Noventum Service Management Consultants Ltd
STEVE DOWNTON ,[object Object],© 2011 - All rights reserved by Noventum Service Management Consultants Ltd
[object Object],© 2011 - All rights reserved by Noventum Service Management Consultants Ltd
© 2011 - All rights reserved Noventum Service Management Consultants Ltd. International Survey of Complex High Tech Companies To determine the 5 Critical Success factors to successful Service Transformation
A Number of High tech Companies including: © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
HOW TO ACHIEVE SERVICE TRANSFORMATION © 2011 - All rights reserved by Noventum Service Management Consultants
© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Get closer to key customers to understand and address their challenges © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Strengthen the service propositions with high value adding services © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Focus on high quality service delivery © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Use a systematic service design and deployment process to achieve consistent, reliable, repeatable and sustainable solutions © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Establish more effective remote support to reduce cost, enabling the next generation of remote services © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
© 2011 - All rights reserved by Noventum Service Management Consultants Ltd POLL QUESTION
© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Summary and conclusion © 2011 - All rights reserved Noventum Service Management Consultants Ltd. The Top 5 Critical Success Factors they used to achieve successful service transformations: 1. Get closer to key customers 2. Strengthen service propositions 3.Focus on high quality service delivery 4. Use a service development process 5.Establish more effective remote support
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© 2011- All rights reserved by Noventum Service Management Consultants Ltd
POLL © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
QUESTIONS & ANSWERS © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© 2011- All rights reserved by Noventum Service Management Consultants Ltd
How to? © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Reduce risk? Increase speed? Sustain results?
Service Capability & Performance Programme © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Get involved & learn from others Get involved and learn from others Benchmark Performance Career Development Getting expert advice Service Capability Strategic Advisory Service Performance Career Development
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],What is next? © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Sign up for the Service Capability & Performance Programme © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Service Capability Service Performance Service Advisory Career Development 20 FTE Programme License Service Industry Benchmark Annual Service Operations Scan SCP community conference package + 20 FTE License Continous Service Performance Monitoring Continuous Strategic Advisory Corporate Training Programmes Individual membership Corporate Membership Starter Package Corporate Member Enterprise License * In collaboration with local AFSMI chapters
Agenda © 2011 - All rights reserved by Noventum Service Management Consultants Ltd 16:00 Welcome & Webinar logistics Introduction 16:20 What are the Five Critical success factors to Service Transformation 17:00 Questions & Answers 17:25 What is Next? 17:30 Closing
Closing ,[object Object],[object Object],[object Object],[object Object],[object Object],© 2011 - All rights reserved by Noventum Service Management Consultants Ltd
Contacts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Thank you

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5 Critical Success factors to successful Service Transformation (12 july, 2011)

  • 1. Steve Downton & Hilbrand Rustema 12 th July 2011 © 2011 - All rights reserved Noventum Service Management Consultants Ltd. WEBINAR To determine the 5 Critical Success factors to successful Service Transformation
  • 2.
  • 3. Webinar Logistics © 2011 - All rights reserved by Noventum Service Management Consultants Ltd Example
  • 4.
  • 5. What we do Be perceived by your customers as an innovative sustainable organisation Brand Experience Customer Feedback New Services Service Capabilities & Performance Career Development IT Solutions Sustainability Programmes Enhance the branded customer experience Improve customer satisfaction and loyalty Generate more revenue from existing customers Develop services that meet customers expectations Enable growth and delivery of new processes Improve process quality within your organisation Improve process effectiveness of your service delivery Improve people effectiveness across the service business Quickly reconfigure our service processes and adapt your organisation Improve sustainability within your company Reduce your ecological footprint Service Strategy Transformation Programmes Performance Scans Market Research
  • 6. Some of our clients © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 7.
  • 8. Service Business Driven by © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 9. How is value created with services? Type of services Source of Differentiation Product + Availability + Knowledge + Experiences Added Value © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Price Features People Brand
  • 10.
  • 11. POLL QUESTION © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  • 12.
  • 13.
  • 14.
  • 15. © 2011 - All rights reserved Noventum Service Management Consultants Ltd. International Survey of Complex High Tech Companies To determine the 5 Critical Success factors to successful Service Transformation
  • 16. A Number of High tech Companies including: © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 17. HOW TO ACHIEVE SERVICE TRANSFORMATION © 2011 - All rights reserved by Noventum Service Management Consultants
  • 18. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 19. Get closer to key customers to understand and address their challenges © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 20. Strengthen the service propositions with high value adding services © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 21. Focus on high quality service delivery © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 22. Use a systematic service design and deployment process to achieve consistent, reliable, repeatable and sustainable solutions © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 23. Establish more effective remote support to reduce cost, enabling the next generation of remote services © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 24. © 2011 - All rights reserved by Noventum Service Management Consultants Ltd POLL QUESTION
  • 25. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 26. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 27. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  • 28. Summary and conclusion © 2011 - All rights reserved Noventum Service Management Consultants Ltd. The Top 5 Critical Success Factors they used to achieve successful service transformations: 1. Get closer to key customers 2. Strengthen service propositions 3.Focus on high quality service delivery 4. Use a service development process 5.Establish more effective remote support
  • 29.
  • 30. POLL © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  • 31. QUESTIONS & ANSWERS © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  • 32.
  • 33. How to? © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Reduce risk? Increase speed? Sustain results?
  • 34. Service Capability & Performance Programme © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Get involved & learn from others Get involved and learn from others Benchmark Performance Career Development Getting expert advice Service Capability Strategic Advisory Service Performance Career Development
  • 35.
  • 36. Sign up for the Service Capability & Performance Programme © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Service Capability Service Performance Service Advisory Career Development 20 FTE Programme License Service Industry Benchmark Annual Service Operations Scan SCP community conference package + 20 FTE License Continous Service Performance Monitoring Continuous Strategic Advisory Corporate Training Programmes Individual membership Corporate Membership Starter Package Corporate Member Enterprise License * In collaboration with local AFSMI chapters
  • 37. Agenda © 2011 - All rights reserved by Noventum Service Management Consultants Ltd 16:00 Welcome & Webinar logistics Introduction 16:20 What are the Five Critical success factors to Service Transformation 17:00 Questions & Answers 17:25 What is Next? 17:30 Closing
  • 38.
  • 39.

Hinweis der Redaktion

  1. Companies are undergoing a service transformation
  2. Compare service development process to product development process
  3. Tell the audience: The lessons learned are applicable to many different industries and can help to make the transition from primarily product-based businesses into knowledge driven and brand driven service businesses:
  4. Growing your service business faster, reducing risks, while improving results and continuity
  5. Service Standards Programme: SCP Service Performance Dashboard Industry Benchmarking Audits & Advisory