Introducing the Service Leaders Network. Dedicated to supporting members -Service Leaders and their teams- enhance their own and their businesses' performance through collaboration and resource sharing

1. SERVICE LEADERS
NETWORK
Introduction

2. Service Leaders Network
 Service Leaders and Senior Managers
 Industrial and Technical Service
Businesses
 Performance through Facilitated
Collaboration
 Reduced Cost of Outcomes
Engage with Peers and
Experts
Sharp Focus
Collaboration drives
problem solving and
Innovation
Sharing Methods, Tools
Insights, Experts

3. Platform for enhanced business and individual performance
through facilitated collaboration
Supported by Experts:
 Perspective
 Facilitation
 Methods and Tools
 Coaching
 Training
 Research and case
studies
 On-Demand advisory
Peer-2-Peer / Members
co-define and co-
develop:
 Challenges
 Expectations
 Activities
 Projects
 Outcomes

4. On-Demand Support -
Examples

5. Benchmarking:
Outcomes and processes
Different industries
Participation required for
results
Priorities defined by
members
Peer to Peer Exchange
Networking:
Social Platform
Meetings on topics / Expert
presentations
Events
Global Venue, first Europe
Surveys and Research:
Bespoke Individual
Multi-Client (Cost Sharing)
Technology
Markets
Products and Offerings
Competition
Other Services in Development

6. Methods, tools,
templates:
 Use as needed
 New topics and
continuous updates
 Priorities defined by
members and projects
Training:
 For leaders and their
teams
 In-house
 Combined
 Business and Commercial
 By Experts
Best Practice:
 Documentation available
on platform (In
Development)
 Defined by members
 Commercial and technical
topics
Other Services in Development

7. Kick-off with 8
companies in Germany
(March 2019)
Two collaborative
projects launched
- Customer portals:
From concept to
business case to
implementation
- Service Design:
Development and
deployment of
service contract
propositions
Next meeting at
Caterpillar Energy
Solutions in Mannheim,
Agenda
 New Members
 Introduction
 New Topics
 New Services
- Project work with
expert perspective
- Platform development
Language: English
Price:
- Membership
subscription for all
access, at present
free
- Each meeting: €300
per person, incl.
Status and next steps

8. APPENDIXAPPENDIXChallenges and Priorities for Service Managers - Survey
74 Service Leaders from around the world
Please take the survey at
https://www.surveymonkey.co.uk/r/Q798PJR

9. 5.2
3.9
4.1
4.3
3.8
3.3
4
0 1 2 3 4 5 6
Digitization in service
Servitization
Strategy
Sales and Marketing
Operations
Finance and Control
Orga Dev & HR
SURVEY TOPICS OF
INTEREST (SAMPLE: 74)

10. 4.75
4.95
5.29
4.85
5.15
5.28
4.4 4.5 4.6 4.7 4.8 4.9 5 5.1 5.2 5.3 5.4
DIGITIZATION IN B2B SERVICE
COST AND PRICING OF DIGITAL SERVICES
DIGITIZATION AND SERVICE STRATEGY
MACHINE LEARNING AND BIG DATA
TECHNOLOGY IN SERVICE BUSINESS
DIGITIZATION, ORGA DEV AND THE HR…
DIGITIZATION IN
SERVICE

11. 3.55
3.35
3.25
3.15
2.9 3 3.1 3.2 3.3 3.4 3.5 3.6
PRODUCTS TO SERVICES
BUILDING BUSINESS CASE
ASSESSING RISKS
OUTCOME BASED OFFERINGS
SERVITIZATION

12. STRATEGY
4.25
4.15
4.25
3.55
3.55
3.2 3.4 3.6 3.8 4 4.2 4.4
LEVERAGING INSTALLED
STRATEGIZING SERVICE
GROWTH
ORGANIZING SERVICE
COMPETITION

13. 3.8
3.6
3.5
3.3
3.5
3 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9
FIELD SERVICE
FIELD SERVICE PRODUCTIVITY
PARTS INVENTORY AND LOGISTICS
WORKSHOP BASED BUSINESS
SITE MANAGEMENT
OPERATIONS AND PERFORMANCE
MANAGEMENT

14. ORGANIZATIONAL
DEVELOPMENT AND HR
4
3.3
3.5
4
4.1
0 0.5 1 1.5 2 2.5 3 3.5 4 4.5
FINDING AND ENGAGINT TALENT
AI SPECIALISTS / DATA SCIENTISTS WANTED
SERVICE REMUNERATION
BUILDING A SERVICE CULTURE?
SERVICE TRANSFORMATION

15. 3.7
4.3
4.2
4.3
3.6
3.2 3.4 3.6 3.8 4 4.2 4.4
NEGOTIATIONG LARGE SERVICES
DESIGN THINKING
PRICING SERVICES AND PARTS
DESIGNING CUSTOMER JOURNEYS
NEGOTIATING LARGE SERVICES
SALES AND
MARKETING