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Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011
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Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011

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  • I have tried a different approach to avoid standard text+picture one
  • Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services
  • Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services
  • The development of a proposition consists of designing the diffferent elements. Butthe development of services takes longer than a year.
  • Transcript

    • 1. Comment générer une croissance profitable par le Service ? Etude sur la Valeur Ajoutée  du Service Michel Burckart et Christian Brigode © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
    • 2. Agenda
      • About Noventum
      • Research:
        • Service value add as a corporate value
        • Priority of actions
      • Noventum portfolio and references
    • 3. About Noventum Long Term Partnerships with clients Service Specialist 70+ Consultants World-Wide Delivering Experience Private Equity Mergers & Acquisitions Service Innovation © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
    • 4. Agenda
      • About Noventum
      • Research:
        • Service value add as a corporate value
        • Priority of actions
      • Noventum portfolio and references
    • 5. Participants to the research
    • 6. Source: Noventum’s Manufacturing Survey 2010 High Value Service Business = Corporate Value Service value add as a corporate value
    • 7. Priority of actions
    • 8. Key Finding priority One : Closer to key customers
      • Get closer to key customers to understand and address their challenges:  
        • Working in close partnership with the customer to build strong long-term relationship
        • ACTION: Improve Customer Experience Management
        • To develop an effective Customer Experience Strategy, you need to have the following changes:
          • Shared Vision employees across the company share a consistent view of targeted customers
          • Decision Making Process systematically incorporates the needs of target customers
          • Customer Perception, quality of interactions and consequences is closely monitored
          • Employees across the company are recognised and rewarded for improving targeted customer experience
    • 9. Improving Customer Experience © 2010 - All rights reserved Noventum Service Management 144,212,130 255,255,3
      • Example:  
      Customer Actions On-stage Back stage Customer Perception Brand values Register failure Check warranty Parts Ordering Quick and profes-sional support Quality Sustainability My machine is more than 10 years old and works perfectly Planning Customer Visit Customer Contact Centre Technician appointment Notification of failure by website Website is simple and efficient Design & Functionalities
    • 10. Action priority Two : High value service propositions.
      • Strengthen the service propositions with high value adding services:   - Focus on customer revenue growth, cost containment, sustainability and risk reduction.
        • Actions :
          • Service Marketing:
            • Customer insight research
            • Customer experience management ( as defined above)
            • Service proposition development for service profitable growth
    • 11. Maturity Levels in Services Action priority Two : High value service propositions. Transformation services Long term risk and benefit sharing. Transform the company business by putting the service as the hart of the value proposition. . Warranty Services Availability Services Product Support Services Knowledge Driven Services Experience Driven Services Type of Business Cost Centre Cost Centre + Profit Centre Business centre Long term strategic partner Business Objectives Repair / replace the product Make sure the customer is satisfied with the product and will repurchase Make sure the customer perceive the benefits of the product and the service Provide the customer with high value added services, driven by knowledge of customer & technology Support the customer strategic and operational business objectives.
    • 12. Key Finding priority Two : High value service propositions. Value created through service Joint Companies. Type of Customer Relationship Vendor Solution provider Trusted Advisor Strategic Business Partner Feature Driven Brand Driven People Driven Warranty Services Availability Services Product Support Services Knowledge Driven Services Experiences Driven service Transformations services
    • 13. Action priority Three: High quality service delivery
      • Focus on high quality service delivery:  
        • Actions :
          • People development: Management practices and Competency management
          • Operational excellence in services: Service delivery standardisation, Partner management and certifications
          • Service process & IT management: Service to link processes to main CRM solution
    • 14.
      • Recommended actions:
      • Define the core standard propositions and standardized options that enable a high level of personalization to individual customer needs.
      Expected outcome: Action priority Four: Structured service design and deployment © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Warranty Services Availability Services Product Support Services Price (€) Volume 100 53 6,8 10,0 5,7 8,3 Plus Basic 92 142 1,6 2,2 Premium Cost Margin Cost Margin Service Propositions Standard Options Unaddressed market space
    • 15. Final Business Case Service proposition development and deployment blue print Launch and monitor during early life Deploy for Service Life Cycle Management. Action priority Four: Structured service design and deployment.
      • Recommended action:
      • 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. Warranty Services Availability Services Product Support Services
    • 16. Audit and recommendations Assistance in change management and project management Assistance to Redesign Assistance to roadmap Assistance to Pilot Assistance to qualify Assistance to deploy Awareness and Education Action priority Four: Structured service design and deployment
      • Recommended action:
      • Develop consulting selling methodologies and skills
      • Develop highly customisable modules
      Knowledge Driven Services Experiences Driven service Transformations services
    • 17. Key Finding priority Five: More remote support
      • Establish more effective remote support to reduce cost, enabling the next generation of remote services:  
        • Actions :
            • Service organisation as part of the product development process and team to ensure more and more remote serviceability
            • Knowledge based systems must be developed by product development team (rule based reasoning systems) and by service team during product life (case based reasoning systems)
    • 18. Agenda
      • About Noventum
      • Research :
        • Service Value add as a corporate value
        • Priority of Actions
      • Noventum Portfolio and references
    • 19. We are specialised in Strategic Service Management
    • 20. Some of our clients © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
    • 21. Research Survey: Low Cost Service Delivery Models © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
      • This survey will research best practices of low cost service delivery models
      • Research survey report will be published on 24th April 2012
      • Contribute and receive the full report findings. Register your interest by completing your survey invitation on your desk
      On Site Self Service Exchange Costs 5% 100% (80%) 40% Bench Repair 60% Supported Self Service 20% Rough estimate of cost levels, exclusive of parts
    • 22. Thank you
      • Christian Brigode [email_address]
        • Cell 33 (0)6 07 40 65 34
      • Michel Burckart [email_address]
        • Cell 33 (0)6 08 78 21 92
      • www.noventum.eu

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