The document summarizes a webinar discussing the five critical success factors for successful service transformation, as determined from an international survey of complex, high-tech companies. The webinar identified the top five factors as: 1) Getting closer to key customers, 2) Strengthening service propositions, 3) Focusing on high quality service delivery, 4) Using a systematic service design and deployment process, and 5) Establishing more effective remote support. The webinar also promoted Noventum's Service Capability and Performance Program for organizations seeking to transform their services.

1. Steve Downton & Hilbrand Rustema 12 th July 2011 © 2011 - All rights reserved Noventum Service Management Consultants Ltd. WEBINAR To determine the 5 Critical Success factors to successful Service Transformation

3. Webinar Logistics © 2011 - All rights reserved by Noventum Service Management Consultants Ltd Example

5. What we do Be perceived by your customers as an innovative sustainable organisation Brand Experience Customer Feedback New Services Service Capabilities & Performance Career Development IT Solutions Sustainability Programmes Enhance the branded customer experience Improve customer satisfaction and loyalty Generate more revenue from existing customers Develop services that meet customers expectations Enable growth and delivery of new processes Improve process quality within your organisation Improve process effectiveness of your service delivery Improve people effectiveness across the service business Quickly reconfigure our service processes and adapt your organisation Improve sustainability within your company Reduce your ecological footprint Service Strategy Transformation Programmes Performance Scans Market Research

6. Some of our clients © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

8. Service Business Driven by © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

9. How is value created with services? Type of services Source of Differentiation Product + Availability + Knowledge + Experiences Added Value © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Price Features People Brand

11. POLL QUESTION © 2011 - All rights reserved by Noventum Service Management Consultants Ltd

15. © 2011 - All rights reserved Noventum Service Management Consultants Ltd. International Survey of Complex High Tech Companies To determine the 5 Critical Success factors to successful Service Transformation

16. A Number of High tech Companies including: © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

17. HOW TO ACHIEVE SERVICE TRANSFORMATION © 2011 - All rights reserved by Noventum Service Management Consultants

18. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

19. Get closer to key customers to understand and address their challenges © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

20. Strengthen the service propositions with high value adding services © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

21. Focus on high quality service delivery © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

22. 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.

23. Establish more effective remote support to reduce cost, enabling the next generation of remote services © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

24. © 2011 - All rights reserved by Noventum Service Management Consultants Ltd POLL QUESTION

25. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

26. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

27. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.

28. Summary and conclusion © 2011 - All rights reserved Noventum Service Management Consultants Ltd. The Top 5 Critical Success Factors they used to achieve successful service transformations: 1. Get closer to key customers 2. Strengthen service propositions 3.Focus on high quality service delivery 4. Use a service development process 5.Establish more effective remote support

30. POLL © 2011 - All rights reserved by Noventum Service Management Consultants Ltd

31. QUESTIONS & ANSWERS © 2011 - All rights reserved by Noventum Service Management Consultants Ltd

33. How to? © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Reduce risk? Increase speed? Sustain results?

34. Service Capability & Performance Programme © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Get involved & learn from others Get involved and learn from others Benchmark Performance Career Development Getting expert advice Service Capability Strategic Advisory Service Performance Career Development

36. Sign up for the Service Capability & Performance Programme © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Service Capability Service Performance Service Advisory Career Development 20 FTE Programme License Service Industry Benchmark Annual Service Operations Scan SCP community conference package + 20 FTE License Continous Service Performance Monitoring Continuous Strategic Advisory Corporate Training Programmes Individual membership Corporate Membership Starter Package Corporate Member Enterprise License * In collaboration with local AFSMI chapters

37. Agenda © 2011 - All rights reserved by Noventum Service Management Consultants Ltd 16:00 Welcome & Webinar logistics Introduction 16:20 What are the Five Critical success factors to Service Transformation 17:00 Questions & Answers 17:25 What is Next? 17:30 Closing

40. Thank you