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On Things And Services - Why “Quality Products” Don ́t Create Value

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English slides of my '99U Local' keynote in Dresden, Germany.

Published in: Business

On Things And Services - Why “Quality Products” Don ́t Create Value

  1. 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. 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. 3. Everything is a service. Your ‘market’ is not the one you think it is. Your product (in itself) creates no value.
  4. 4. Everything is a service. Your ‘market’ is not the one you think it is. Your product (in itself) creates no value.
  5. 5. A B C D E F … Jobs-to-be-Done Alternative Solutions Attach painting to wall ... ... ... Customer Groups adapted from Derek Abell (1980)
  6. 6. 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)
  7. 7. 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)
  8. 8. 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)
  9. 9. 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)
  10. 10. A B C D E F … adapted from Derek Abell (1980) Jobs-to-be-Done Alternative Solutions Customer Groups
  11. 11. A B C D E F … adapted from Derek Abell (1980) Jobs-to-be-Done Alternative Solutions Customer Groups
  12. 12. Everything is a service. Your ‘market’ is not the one you think it is. Your product (in itself) creates no value.
  13. 13. Customer´s »Value Chain«
  14. 14. 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’
  15. 15. Everything is a service. Your ‘market’ is not the one you think it is. Your product (in itself) creates no value.
  16. 16. 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.
  17. 17. 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.
  18. 18. 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.
  19. 19. 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.
  20. 20. 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
  21. 21. https://vimeo.com/148199853 Watch a video
 of the talk here:

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