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How to productize your service
 

How to productize your service

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Why and how to turn your service into a product

Why and how to turn your service into a product

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    How to productize your service How to productize your service Presentation Transcript

    • Productize your service Aarni Heiskanen ©2010 AE Partners
    • Products are standardized and inflexible
    • ...whereas services are flexible and adaptable
    • So, what is the point in “productizing” a service?
    • The idea is not to make the service inflexible
    • The idea is to systematize the service in a way that benefits both the customer and the provider
    • Effect of service systematization on service tasks Customer- 50...75% specific work 85...95% Standardized 25...50% Automated 5...15% Repeatable Before After
    • How can productization improve your service business?
    • It establishes trust and reduces the customer’s risk
    • It makes the intangible more tangible
    • It increases service productivity
    • It can make your service stand out
    • Through consistent delivery it increases customer satisfaction
    • “A service is productized when its ownership can be traded” Jorma Sipilä
    • How to start productizing a service?
    • 1. Explore what new value a productized service would provide to your customers
    • 2. Define what is standardized and what customizable in your service
    • 3. Make a service blueprint
    • 4. Automate parts of the service process with online tools
    • 5. Devise a simple pricing system
    • 6. Create a consistent look and feel for tangible service elements
    • 7. Train your people how to fulfill the customer proposition
    • Examples
    • Text editing and proofreading with an online service process (Wordy)
    • Mass-customized home design (Moor)
    • Software care service (Fujitsu, Finland)
    • www.aepartners.fi