The document introduces the Service Leaders Network, which is a collaborative network that aims to help service leaders and managers leverage services to win in industrial markets. It does this through facilitated collaboration projects, where members work together on common challenges. Examples of project topics include customer portals, service contract design, and solutions culture. The network provides expert facilitation and resources to help members solve problems, validate ideas with peers, and produce tangible outcomes like business cases and implementation guides. Research is cited showing that collaboration improves performance and engagement. Benefits of the network include reduced risk, new ideas, and a proven framework for success.

1. 1Service Leaders Network Introduction – Aug 2019
ERVICELEADERS
NETWORK
www.Si2Partners.com
Hub: www.ServiceInIndustry.com
LinkedIn group: Service In Industry
Service Leaders Network
Collaborate to Compete
LEVERAGING SERVICES TO WIN IN INDUSTRIAL MARKETS
ERVICELEADERS
NETWORK

2. 2Service Leaders Network Introduction – Aug 2019
ERVICELEADERS
NETWORK
Service Leaders NetworkTM
Collaborative problem solving - more effective implementation
Senior Service Leaders and 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. 3Service Leaders Network Introduction – Aug 2019
ERVICELEADERS
NETWORK
Collaborative Problem Solving for more Effective Implementation
Not just common sense, but proven through research
Stanford University research showed that when collaborating, people
• Persisted 64% longer on a challenging task
• Became more engrossed in and performed better
on the task
Institute for Corporate Productivity & Babson College
showed that companies promoting collaborative working
were 5 times as likely to be high performing
Source: https://www.forbes.com/sites/adigaskell/2017/06/22/new-study-finds-that-collaboration-drives-workplace-performance

4. 4Service Leaders Network Introduction – Aug 2019
ERVICELEADERS
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Enhanced Individual and Team Performance
Facilitated
Collaboration:
 Expert Perspective
 Methods & Tools
 Guidelines
 Coaching & Training
 Research & Case studies
 On-Demand advisory
Peer-2-Peer / Members
co-define and co-develop:
 Challenges
 Expectations
 Activities
 Projects
 Outcomes
Collaborate to
Compete:

5. 5Service Leaders Network Introduction – Aug 2019
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How SLN collaborative projects work
Outcomes:
 Individual roadmap for success
 Validate ideas with peers & experts
 Learn from others’ experiences
 Documented & tangible results
 Executable guidelines
Working principles:
 Team members:
 Work on common challenges
 Stay together throughout project
 Define their own workplan
 Facilitated process with workshops

6. 6Service Leaders Network Introduction – Aug 2019
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Typical Collaborative Projects
Solve problems, validate thinking
with peers and experts
Service
Design?
Pricing &
Bundling?
Solutions
Culture?
GoTo
Market?
Trusted
Advisor?
Customer
Support?
Analytics &
AI?
Risk
Management?
Mobile-Field
Technology?
Customer
Portal?

7. 7Service Leaders Network Introduction – Aug 2019
ERVICELEADERS
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Project Example – Customer Portal
Challenge
Develop a compelling business case and robust implementation process for a
customer portal.
Initiation Workshop
6 service leaders including an expert practitioner & Si2 specialist shared
experiences and ideas. Developed a generic list of key questions to be asked,
tasks to be performed and risks to be managed.
Do the Work
Arranged “Experience Exchange’ and collaboration sessions to assess and
compare progress and alternative portal development through requirement
definition, technical development and roll out phases. Documented pitfalls,
mistakes, challenges, tools and results.
Outcome
Strong business case with robust process map, methodological and
implementation guidelines and tools lists ; Guidance for managing and
mitigating risk.
LEVERAGING SERVICES TO WIN IN INDUSTRIAL MARKETS
ERVICELEADERS
NETWORK
Page 24 Service Leaders Network – Collaboration Project – Initiation Workshop 19th June 2019 – Notes and Actions
Customer Portal Roadmap & Tools
Benchmarking other portals
Best Practice (look outside your industry)
Market Review
Privileged user interviews
Design Thinking
Used by Group: Blue printing , User Workshops, Business
Modelling, Wireframe to pilot processes
Others to be considered:
Customer Journey mapping, Business Process mapping, Value
Chain Analysis,, Design thinking, Customer Visit/ Focus Group
/3rd party research, Service Data Analysis / Customer,
Satisfaction Analysis, Business Case Modelling
Generic
Roadmap/
Questions
Tools/
Methods
Tools discussed: Agile (when
appropriate)
Project Management
Other tools: Change Mngt
Communication Plan
Phased implementation
Service Portfolio Management
Process
Concept Definition
Go/No Go to develop spec
Why Portal articulated: Competition, market
situation, pain points, strategy, external drivers
Business Impact: KPI’s, strategy, Objectives
(sales, cost and/or loyalty)
Stakeholders defined:
- users (internal & external)
- Decision makers & influencers
- Who is target + Where (geography)
Scope: what is included and NOT included
Functionality
- Specific requirements eg for a specific
installation or business process
- Foundational or portal shell: work across the
portal eg browse, search, stats
Voice of Customer: use to develop rational and
to define the User experience
Technology Concept: High level IT architecture.
Impact on legacy systems
Business plan: Timeline, approx costs & rational
eg market
Develop Specification Develop & Deploy Maintain & renew
Project Go/NoGo
Not discussed, but ideas
for consideration
• Performance Management
New feature development
User Experience
Improvement
Portal Management
Process
Communication
•
NPS/Customer Feedback
Service Portfolio
Management Process
Add more
detail
Requirements Defined
(to the level of a tender document)
• Scope
• User Stories (language, geography etc)
• Functionality defined: Types of screens & approx
numbers (Pilot using wireframes)
• KPI’s and statistics, data management
• Security
• User Experience
• Data management (How: assets, customers) &
process
• Legal & regulatory (GDPR)
• Associated business processes (existing & new)
Solution Provider + Quotes: firm up Technology
Architecture
Risk Analysis & timeline: Integration with other
initiatives
Business Case defined: presentation to business to
agree next steps
Deployment
• Big Bang or phased launched
• Privileged customer to start?
• Support network (suppliers and
dealing with issues)z`
Development
• Integration Testing
• Functional testing
• UAT testing
• Stick to Scope
• Involve users: Try out in a test
environment with users
• Communication
• Regular reviews

8. 8Service Leaders Network Introduction – Aug 2019
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Project – Service Contract Design
Challenge
Increase service contract penetration through improved contract content and
portfolio design.
Initiation Workshop
7 service leaders including an expert practitioner & Si2 specialist shared
experiences and conceptual ideas on key elements of contract and portfolio design
–from prospect identification and requirements assessment to sales and marketing;
risk- and pricing modelling; win-loss analysis; set-up and execution; metrics and
monitoring and reporting. Leaders set up their own priorities, action plans and
metrics
Do the Work
Arranged on-going “Experience Exchange’ and collaboration sessions. Members
execute individual action plans and share progress and outcomes in ongoing
facilitated reviews with peers. Modify and correct as required.
Outcome
Improved outcomes (defined by metrics). Best practice contract and portfolio design
methodology and robust execution process.
Service Contract Portfolio
Managed Services
Business Optimization
Process Optimization
Predictive & Availability
Preventive
Corrective
Warranty
ServiceLevel
Agreements
Product
Strategic Partnership
Improving market position
Improving efficiency and productivity
Minimizing risk of shut downs
Reducing cost
Product quality
FunctionalityPerformanceCooperation
ProductBusiness
Customer values
Scope
Back into operation
„Payperuse“Contract
BusinessPlatform
BPO(BusinessPerformanceOutsourcing)
OperationManagement
ServiceContracts
Time&
Material
PerformanceContracts
PerformamceBenchmark
(e.g.Levelofautomization
Feasibilitystudy)
Value

9. 9Service Leaders Network Introduction – Aug 2019
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The Service Leaders Network activities are
being co-created with its membership
Networking &
Insight Event Peer-2-Peer
Collaboration
Projects
On-Demand
Expert Support
Training &
Coaching
Business
Research
Benchmarking
Methods, Tools
& E-learning
Technology Days
ERVICE LEADERS
NETWORK
Current
Focus
Future
Developments

10. 10Service Leaders Network Introduction – Aug 2019
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The Benefits of the Service Leaders Network
Collaborate to
Compete
Reduce
Implementation
Risk
New Ideas and
Methods
Reduced Cost of
Outcomes
Proven
Framework for
Success
Unique SLN Environment
Interactive & Discussion based
Expert Facilitation
Practitioner Experts
Members set the agenda
Flexible & Adaptive
Deep & Relevant
Open & Informal
Ongoing resource

11. 11Service Leaders Network Introduction – Aug 2019
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Your Next Step
The Service Leaders Network collaboration
projects are a unique way of speeding up
problem solving and improving
implementation.
The Service Leaders Network blends
facilitation skills, subject matter expertise
and maturity to make these events highly
insight rich and directly relevant to your
current service business objectives.
Get involved and shape the NETWORK by
contacting us at sln@si2partners.com