1. On Things And Services
“Things do Jobs” by Hannes Jentsch and Martin Jordan (http://thingsdojobs.tumblr.com
Why “quality products” don´t create value

2. On Things And Services
“Things do Jobs” by Hannes Jentsch and Martin Jordan (http://thingsdojobs.tumblr.com
Why “quality products” don´t create value

3. Everything is a service.
Your ‘market’ is not the one you think it is.
Your product (in itself) creates no value.

10. Everything is a service.
Your ‘market’ is not the one you think it is.
Your product (in itself) creates no value.

11. A B C D E F …
Jobs-to-be-Done
Alternative Solutions
Attach painting to wall
...
...
...
Customer Groups
adapted from Derek Abell (1980)

12. A B C D E F …
Jobs-to-be-Done
Alternative Solutions
Drill
Adhesive
Laser
Attach painting to wall
...
...
...
Customer Groups
adapted from Derek Abell (1980)

13. A B C D E F …
Jobs-to-be-Done
Alternative Solutions
Drill
Adhesive
Laser
Attach painting to wall
...
...
...
Customer Groups
adapted from Derek Abell (1980)

14. A B C D E F …
Jobs-to-be-Done
Alternative Solutions
Drill
Adhesive
Laser
Attach painting to wall
...
...
...
Customer Groups
„MARKET“
adapted from Derek Abell (1980)

15. A B C D E F …
Jobs-to-be-Done
Alternative Solutions
Drill
Adhesive
Laser
Attach painting to wall
...
...
...
Customer Groups
AREN
A
„MARKET“
adapted from Derek Abell (1980)

16. A B C D E F …
adapted from Derek Abell (1980)
Jobs-to-be-Done
Alternative Solutions
Customer Groups

17. A B C D E F …
adapted from Derek Abell (1980)
Jobs-to-be-Done
Alternative Solutions
Customer Groups

18. Everything is a service.
Your ‘market’ is not the one you think it is.
Your product (in itself) creates no value.

19. Customer´s »Value Chain«

20. Service Logic at HILTI:
1 2 3
Jobs-to-
be-Done
(JTBD)
“Drilling a hole” “Measuring, opening,
cutting/grinding,
fastening, sealing”
“Fleet management for
all construction tools”
HOW?
(User practices)
Burst open,
drill,
laser
Glue,
punch,
sew, …
‘Don’t own the undesirable’:
use all processing options
instead of owning them
Competitive
Arena
Relieves from
product
category ‘drill
machines’
Expansion of product
range to adjacent JTBD
Relieves from own range of
products → Transition to a
platform business
Target Group ‘Construction’

21. Everything is a service.
Your ‘market’ is not the one you think it is.
Your product (in itself) creates no value.

22. Everything is a service.
Your ‘market’ is not the one you think it is.
Your product (in itself) creates no value.
Your product renders a service, too.

23. Everything is a service.
Your ‘market’ is not the one you think it is.
Your product (in itself) creates no value.
Your product renders a service, too.
Your ‘market’ is larger than you may think.

24. Everything is a service.
Your ‘market’ is not the one you think it is.
Your product (in itself) creates no value.
Your product renders a service, too.
Your ‘market’ is larger than you may think.
Your product carries a ‘potential value’,
which only your customer can realize.

25. Your product renders a service, too.
Your ‘market’ is larger than you may think.
Your product carries a ‘potential value’,
which only your customer can realize.

26. Your product renders a service, too.
Your ‘market’ is larger than you may think.
Your product carries a ‘potential value’,
which only your customer can realize.
Made in, and
serviced from
GERMANY
Out of love for
our customers

27. https://vimeo.com/148199853
Watch a video
of the talk here: