Key takeaways for service executives from the Oxford Economics report on manufacturing transformation.
The service opportunity is now. Transforming service is key to driving profitable growth and competitive advantage. That’s what executives from manufacturing companies told Oxford Economics in a recent study commissioned by PTC. Inside you’ll find other key takeaways from the survey, specifically for service leaders.
Presentación utilizada con mis alumnos de Dirección Estratégica para la Federación de Empresarios de Albacete con la técnica de los Océanos Azules para su implantación en PYMES
Objectives:
1- introduction
2- Evolution of Marketing
3- CX Definition
4- Why is CX important for your business
5- The benefits of delivering a great CX
6- What is a good CX
7- The difference between CX & CS
8- The CX Cycle
9- Ways to Communicate your Customer
10- Measuring CX
11- Analyzing CX
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
Presentación utilizada con mis alumnos de Dirección Estratégica para la Federación de Empresarios de Albacete con la técnica de los Océanos Azules para su implantación en PYMES
Objectives:
1- introduction
2- Evolution of Marketing
3- CX Definition
4- Why is CX important for your business
5- The benefits of delivering a great CX
6- What is a good CX
7- The difference between CX & CS
8- The CX Cycle
9- Ways to Communicate your Customer
10- Measuring CX
11- Analyzing CX
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
CGI Voice of the Client Telecoms Industry IT Trends for 2015Stephen Craig
CGI Voice of the Client Analysis for 2015 in the Global Telecommunications Industry. Includes IT trends analysis and business implications. Key topics for 2015: IT Modernization, Digital Transformation, Customer Experience, Omni-channel strategies, and Outsourcing.
Tapio volanen cgi_pekka_horo_microsoft_suuntaviivoja_vuodelle_2017_cg_in_dyna...CGI Suomi
CGI:n Microsoft Dynamics -päivä 26.10.2016
Suuntaviivoja vuodelle 2017 - visiot, trendit, innovaatiot
Tapio Volanen, toimitusjohtaja, CGI Suomi Oy
Pekka Horo, toimitusjohtaja, Microsoft Suomi
The use of outsourcing is accelerating even as it radically reinvents itself to keep pace with changing technologies that enable outcome based business services. The quest to drive business value through outsourcing was once focused on cost-cutting – and this will remain a key motivation—but the results of Deloitte’s global outsourcing survey 2016 indicate that outsourcing is becoming a vibrant pathway for driving innovation into the enterprise. www.deloitte.com/us/2016GOS
CGI Voice of the Client Telecoms Industry IT Trends for 2015Stephen Craig
CGI Voice of the Client Analysis for 2015 in the Global Telecommunications Industry. Includes IT trends analysis and business implications. Key topics for 2015: IT Modernization, Digital Transformation, Customer Experience, Omni-channel strategies, and Outsourcing.
Tapio volanen cgi_pekka_horo_microsoft_suuntaviivoja_vuodelle_2017_cg_in_dyna...CGI Suomi
CGI:n Microsoft Dynamics -päivä 26.10.2016
Suuntaviivoja vuodelle 2017 - visiot, trendit, innovaatiot
Tapio Volanen, toimitusjohtaja, CGI Suomi Oy
Pekka Horo, toimitusjohtaja, Microsoft Suomi
The use of outsourcing is accelerating even as it radically reinvents itself to keep pace with changing technologies that enable outcome based business services. The quest to drive business value through outsourcing was once focused on cost-cutting – and this will remain a key motivation—but the results of Deloitte’s global outsourcing survey 2016 indicate that outsourcing is becoming a vibrant pathway for driving innovation into the enterprise. www.deloitte.com/us/2016GOS
Lean systems in services industry miba-ahmed m adelAhmed Adel
Lean Systems is described as a managerial philosophy which enhances the value perceived by the customers, by adding product and/or service features and by continuously removing non value added activities (i.e. wastes), which are concealed in any kind of process.
To reduce waste, the lean manufacturing is capitalizing on various tools at its disposal including regular process review.
In particular the five Lean principles proposed , these 5 principles are Define Value, Value stream, Flow, Pull and perfection.
Servitization: service is the future of manufacturingABN AMRO
Servitization is the process whereby services are given an increasingly important role in the business model of manufacturing companies. In addition to – and sometimes at the expense of – traditional product and machine sales. Service turns from being a cost item into an opportunity to provide better service for the customer and thereby generate additional revenue. Servitization in the manufacturing industry can consist of companies proactively offering repair and overhaul services, spare parts and training in addition to their core products. But servitization also includes broader services such as consultancy, financing, insurance and logistics services. In this report ABN AMRO and Praetimus discuss the advantages, but also the challenges involved in the transition to a service-oriented business model.
Field Service Forum 2014 agenda.
Key topics considered to run a successful field service business included knowledge management, workforce planning & scheduling, and competence development. As technicians are the face of the company to the eyes of the customers, there is a great need to have a skilled workforce; however, expertise is running scarcer and scarcer, so the ability to capture knowledge and transfer it from experienced technicians to coming talent is critical. Lastly, having control and visibility of the whole workforce is key to improving response time and thus excelling at customer service.
More information http://www.fieldserviceexcellence.com/
Hear how Kelly Battles, CFO of Host Analytics, works with her finance team to track key financial and operating metrics data to drive performance and keep the company on track to deliver growth in 2011. In addition, Lauren Kelley, CEO of OPEXEngine will present key software industry benchmarks from OPEXEngine’s comprehensive financial and operating benchmarking report, developed in partnership with the SIIA. Join us for this informative webinar to learn more about how the benefits of metrics-driven, fact based decision making can help you drive better performance and efficiency within your own organization.
Presenters:
Lauren Kelley, CEO & Founder, OPEXEngine
Kelly Battles, CFO, Host Analytics
About the presenters:
Lauren Kelley is CEO and founder of OPEXEngine, the leading publisher of software financial and operating benchmarks. Ms. Kelley brings 25 years of successful experience in tech company management to OPEXEngine, as well as 6 years as an international economist at the US Department of Commerce’s Office of Computers early in her career, after entering Federal service through the prestigious Presidential Management Intern program. Prior to building OPEXEngine, she worked 2 years as an executive-in-residence at Grand Banks Capital, a venture fund focused on East Coast technology companies, evaluating potential investments. She has worked and lived extensively in Europe. She was previously Senior VP of WW Sales at ATG, including establishing field operations throughout Europe and Asia/Pacific, and was a General Manager for approximately 20 countries at Borland out of Paris in the early ’90s. Ms. Kelley also helped build Compaq’s Central and East European operations, based in Munich. Ms. Kelley is currently based in London, where she lives with her husband and two children.
Kelly Bodnar Battles is the CFO of Host Analytics, inc., the only provider of a CPM (Corporate Performance Management) suite of products delivered via software as a service.
Prior to Host Analytics, Kelly was VP, Finance at IronPort Systems where she was the first finance hire and was responsible for building and leading the finance, accounting, administrative and various operational functions during her six years there. During her tenure at IronPort, the company grew from $2M to $250M in annual bookings and was sold to Cisco Systems (NASDAQ: CSCO).
Before IronPort, Kelly was a Director in HP’s Strategy and Corporate Development group, a Strategy Consultant with McKinsey and Company, and a Corporate Finance Associate at J.P. Morgan. Kelly graduated with a B.S.E. from Princeton and M.B.A. from Harvard, both with honors. Kelly lives in the Bay Area with her husband, and their 2 children, labrador retriever and rescue cat.
4 ways fashion and apparel brands can benefit from digital storyboardingPTC
Digital storyboarding empowers fashion and apparel brands to easily capture and share design inspirations, concepts, trends, requirements, and feedback in one central place. Discover the real value that digital storyboarding can bring to your business, and understand the top benefits and use cases for retailers. Learn more: http://ptc.co/9LY730lxSNp
Get Your Aircraft Spare Parts Inventory Management Off the GroundPTC
Discover how organizations from the U.S. Air Force to Qantas Airlines are using aircraft spare parts inventory management solutions to maximize their fleet availability and reduce material costs.
PTC helps companies around the world reinvent the way they design, manufacture, operate, and service things in and for a smart, connected world. In 1986 we revolutionized digital 3D design, and in 1998 were first to market with Internet-based product lifecycle management. Today, our leading industrial innovation platform and field-proven solutions enable you to unlock value at the convergence of the physical and digital worlds. With PTC, manufacturers and an ecosystem of partners and developers can capitalize on the promise of the Internet of Things and augmented reality technology today and drive the future of innovation.
Terumo BCT Selects Windchill Quality Management to Enhance Global Quality Pro...PTC
NEEDHAM, Mass. – October 10, 2017 –– PTC (NASDAQ: PTC) today announced that Terumo BCT has selected the Windchill® Quality Management solution to support the company’s continuous improvement initiatives for quality systems and processes around the world.
Terumo BCT, a medical technology company, holds a global leadership position in blood component, therapeutic apheresis, and cellular technologies. The company is dedicated to improving the efficiency of blood and cellular therapies, along with clinical and patient outcomes.
PTC Announces a Major New Release to Vuforia Augmented Reality PlatformPTC
Vuforia 7 Introduces Ground Plane Detection, Next-Generation Object Recognition
and Support for Apple’s ARKit and Google’s ARCore
NEEDHAM, Mass. – October 2, 2017 –– PTC (NASDAQ: PTC) today announced the upcoming release of the newest version of its award-winning Vuforia® platform for AR development, Vuforia 7. Vuforia 7 will introduce major advancements in the ability to attach digital content to more types of objects and environments, and a new capability for delivering enhanced AR experiences on a wide range of handheld devices.
PTC Announces Vuforia Chalk App for Augmented Reality CommunicationsPTC
Breakthrough Remote Assistance App Now Available for iPhone and iPad
San Diego, CA – October 2, 2017 –– PTC (NASDAQ: PTC) today announced a brand-new way to communicate and help others with the new Vuforia® Chalk™ augmented reality app.
ThingWorx® Studio Brings Highly Immersive Augmented Reality Interactions to t...PTC
ThingWorx Studio, powered by Vuforia, introduces advancements for attaching digital content to everyday objects and surfaces as well as support for Apple’s ARKit and Google’s ARCore
NEEDHAM, Mass. – Oct. 2, 2017 –– PTC (NASDAQ: PTC) today announced its ThingWorx® Studio Augmented Reality (AR) technology will be updated with Vuforia® 7 software, bringing with it major advancements in the ability to attach digital content to everyday objects and surfaces, as well as support for Apple’s ARKit and Google’s ARCore.
PTC to Accelerate Mixed Reality for Enterprises with Microsoft HoloLensPTC
ThingWorx Studio Enables Creation of Fast, Scalable MR Experiences for HoloLens
NEEDHAM, Mass. and ORLANDO – September 25, 2017 –– PTC (NASDAQ: PTC) today announced from Microsoft Ignite that it is working to create enterprise mixed reality (MR) experiences with Microsoft HoloLens. PTC and Microsoft will jointly work to help customers leverage the ThingWorx® Studio MR authoring and publishing tool as a preferred way to build hands-free MR experiences for HoloLens.
PTC Product Lifecycle Management SaaS Bookings Double Over Last Four QuartersPTC
CIMdata Report Validates Industry Trend Toward the Cloud
NEEDHAM, Mass. – August 30, 2017 –– PTC (NASDAQ: PTC) today announced that bookings for its product lifecycle management (PLM) software-as-a-service (SaaS) solution have doubled over the last four quarters. This expansion complements PTC’s new subscription model and aligns with the recent findings of a Cloud PLM study conducted by CIMdata, the leading independent global strategic management consulting and research authority focused on the PLM market.
PTC Marks 15 Years of Partnering with DoD STARBASE Program for Hands-On STEM...PTC
Program Curriculum to Expand with the Addition of Augmented Reality
NEEDHAM, Mass. – August 22, 2017 –– PTC (NASDAQ: PTC) today announced its continued support of DoD STARBASE, a Department of Defense youth outreach program designed to introduce students to science, technology, engineering, and math (STEM) applications and careers. PTC has partnered with DoD STARBASE since the program’s nationwide expansion in 2002 and has committed to expanding the current curriculum to include next-generation technology such as the Internet of Things (IoT) and augmented reality (AR).
PTC and L&T Technology Services Unveil Industry 4.0 Center of ExcellencePTC
Innovation Space to Showcase How the Two Companies Will Enable Digital Transformations for Global Customers
NEEDHAM, Mass. and BANGALORE, India – July 11, 2017 –– PTC (NASDAQ: PTC) and L&T Technology Services Limited (NSE: LTTS) today announced the opening of a Center of Excellence (CoE) focused on Industrial Internet of Things (IoT) innovation at LTTS’ office in Bangalore, India. Popularly termed as Industry 4.0, the Industrial IoT Center of Excellence will demonstrate the promise of digital transformations for companies across the globe, and will showcase the technologies that make those transformations possible.
Hitachi Construction Machinery Adopts PTC Service Parts Management SaaSPTC
Cloud-based Service Parts Inventory Solution Optimizes Hitachi Global Service Parts Inventory
NEEDHAM, Mass. – June 22, 2017 –– PTC (NASDAQ: PTC) today announced that Hitachi Construction Machinery Co., Ltd. has adopted PTC Service Parts Management (SPM) SaaS to optimize its global service parts inventory.
HIROTEC Selects ThingWorx Platform from PTC for Remote Monitoring and Real-Ti...PTC
Visualizing Factories Decreases Downtime and Improves Productivity
NEEDHAM, Mass. – June 7, 2017 –– PTC (NASDAQ: PTC) today announced that HIROTEC Corporation, a globally recognized manufacturing equipment and parts supplier, selected the ThingWorx® Platform from PTC to remotely monitor its factory operations to improve operational efficiency and factory quality.
ThingWorx Manufacturing Apps Enable Improved Operational Performance and Accelerated Time-to-Value
Boston, Mass. – May 23, 2017 –– PTC (NASDAQ: PTC) today announced at LiveWorx®17 the launch of new ThingWorx® manufacturing apps. The new role-based manufacturing apps are fast to deploy and provide industrial companies with real-time operational intelligence to make more proactive and faster decisions.
3D Systems Chooses ThingWorx Platform from PTC to Enable Smart, Connected 3D ...PTC
ThingWorx IoT Platform to Monitor 3D Printers for Remote Service and Maintenance; LiveWorx Event to Feature Several Demonstrations of Technology
NEEDHAM, Mass. – May 22, 2017 –– PTC (NASDAQ: PTC) and 3D Systems Corporation (NYSE: DDD) today announced that 3D Systems has selected and plans to embed the ThingWorx® Platform from PTC into its 3D printers, enabling intelligent monitoring and remote service and maintenance.
PTC and ANSYS to Develop Platform Solution Enabling Digital Simulation for th...PTC
Solution Builders to Execute Simulation Models for Industrial IoT Applications
NEEDHAM, Mass. and PITTSBURGH – May 17, 2017 –– PTC (NASDAQ: PTC) and ANSYS (NASDAQ: ANSS) today announced a solution that will enable ANSYS engineering simulation technology to be rapidly added to applications built on the ThingWorx® Industrial Internet of Things (IoT) platform from PTC. The development of a connector between these two technology platforms will enable customers to transform raw data into new forms of actionable intelligence. The connector will integrate intelligent digital simulation models with products as they exist and operate in the real world. This will open up new opportunities for companies to create value by enabling them to optimize operations and maintenance and to integrate them into their product development processes.
Healthcare & Med Device - LiveWorx Recommended AgendaPTC
LiveWorx17 Recommended Agenda – May 22-25, 2017 – Boston
LiveWorx is the premier Internet of Things (IoT) Business Event. Learn more-> http://ptc.co/yFPV30barOi
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
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"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
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[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
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Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
5 Things You Need To Know Before Hiring a Videographer
The Service Imperative
1. Manufacturing Transformation for Service Executives
The Service Imperative
Key takeaways for service executives from the Oxford Economics report on manufacturing transformation
Page: 1 2 3 4 5 6 7 8 9
10 11 12 13 14 15
PTC.com
2. Manufacturing Transformation for Service Executives
The service opportunity is now. Transforming
service is key to driving profitable growth and
competitive advantage. That’s what executives
from manufacturing companies told Oxford
Economics in a recent study commissioned by
PTC. Inside you’ll find other key takeaways from
the survey, specifically for service leaders.
Oxford Economics
Oxford Economics was founded in 1981 as a joint venture with Oxford
University. Since then, they have become one of the world’s foremost
independent global research firms.
Headquartered in Oxford, England, with offices throughout the
world, Oxford Economics employs more than 80 professional
macroeconomic and industry economists—one of the largest teams
of economists in the private sector.
Get more information at oxfordeconomics.com
PTC
PTC’s technology solutions help customers transform the way they
create and service products across the entire product lifecycle—from
conception and design to sourcing and service—to create sustained
competitive advantage.
Founded in 1985, PTC employs approximately 6,000 professionals,
including 1,300 dedicated service professionals, serving more
than 27,000 businesses in rapidly-evolving, globally distributed
manufacturing industries worldwide.
Get more information at PTC.com
Page: 1 2 3 4 5 6 7 8 9
10 11 12 13 14 15
PTC.com
3. Manufacturing Transformation for Service Executives
Survey Profile
The complete findings can be found in the Manufacturing
Transformation report. Click here to download.
Oxford Economics surveyed more than 300 manufacturing executives
early in 2013. The survey covered major industries and world markets.
Respondents represented a range of titles and business functions, from
companies large and small.
What is your firm’s industry segment?
Medical Devices
Industrial
Equipment
17
17%
Electronics / HighTech
United States
Aerospace and Defense
17% 16%
%
In which country is your company headquartered?
China
Japan
Germany
16%
South Korea
Automotive
Taiwan
France
17%
Denmark
Norway
Sweden
Consumer / Retail / Apparel
What best describes your role?
Finland
0
10%
Which best describes your business function?
59%
15%
20%
25%
30%
35%
Annual revenue
Very large: over $5b
Supply Chain / Manufacturing
21%
Product / Engineering
41%
I am a
C-level
executive
5%
IT
25%
29%
25%
Small: $250m – $750m
Strategy
I report to
a C-level
executive
Service
Large: $1.26b – $5b
Operations
0
Finance
5%
10
%
15
%
20
%
Medium: $751m – $1.25b
25
%
Page: 1 2 3 4 5 6 7 8 9
10 11 12 13 14 15
PTC.com
4. Manufacturing Transformation for Service Executives
Survey Findings
What executives told us points to manufacturing industries and companies
in transition. Their answers helped fulfill the survey’s objectives to:
ANALYZE
how external market forces are transforming manufacturing
strategies and competitive positioning.
MEASURE
the impact of strategy and planning, service, and manufacturing
operations on business performance.
PROVIDE INSIGHT
In Depth
To provide additional context for
the research study’s findings,
Oxford Economics interviewed
executives from selected
manufacturers in depth. You’ll see
mini case studies on some of these
companies, plus others, inside:
John Deere
Emerson Climate Systems
Boston Scientific
Ingersoll Rand
into how manufacturing firms will drive growth, innovation, and
customer satisfaction in the future.
Flip through this e-book’s pages for the survey’s findings most relevant to
service executives.
Page: 1 2 3 4 5 6 7 8 9
10 11 12 13 14 15
PTC.com
5. Manufacturing Transformation for Service Executives
External market shifts
Waves of Change
66%
Economic realignment
Technology change
61%
60
%
Supplier/partner relationships
60%
Technology—67%
Technology advances make servicing products more complex.
Talent Shortages—70%
70
Especially challenging: finding service managers with strong technical
skills.
Suppliers and Partners—70%
70%
Navigating supply chains to support customers isn’t getting any easier.
Increased Regulations—63%
Service is the main front for regulatory compliance and customer
complaints.
63%
Increased regulations
46%
Changing customer
behavior
20%
67%
59%
Global competition
10%
What will have the greatest impact in the future? Executives overall
identified the major trends shown at left. From the service executive’s
perspective, these concerns take highest priority:
%
Talent shortages/labor costs
0%
Market shifts are reshaping the competitive landscape for global
manufacturers.
30%
Service executives
45%
40%
50%
60%
70%
80%
90% 100%
All executives
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6. Manufacturing Transformation for Service Executives
Differentiator & Driver
In a time of profound change, manufacturers agree: Service is a key
market differentiator.
For many manufacturers, service is, in fact, the top driver of competitive
advantage.
C-level manufacturing executives place higher value on differentiating
through service than their staff.
Fortune 1000 firms rank service as their most important competitive driver
for the future. For manufacturers of all sizes, service is only slightly behind…
and catching up fast.
68% 77%
63% 67%
C-Level Executives
Report to C-Level
0%
20%
Today
40%
60%
80%
High-tech and automotive firms see the “service as differentiator” trend
most clearly.
62%
67%
Europe
75%
82%
59%
Asia
Consumer/retail
Industrial equipment
Aerospace/defense
66%
Medical devices
0%
Today
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
% of respondents
3 Years
Today
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84%
68% 74%
64%
72%
60%
70%
63% 65%
56% 60%
Automotive
In 3 years
Europe’s manufacturers put more emphasis than others on differentiating
through service.
U.S.
77%
High-tech
100%
In 3 years
PTC.com
7. Manufacturing Transformation for Service Executives
Service Innovation
Given the growing strategic importance of service, manufacturers’
increasing focus on service innovation is not surprising.
High-margin manufacturers see service innovation as a higher priority than
other industry categories.
Priority of service innovation
58
57%
56%
High-tech
Aerospace/defense
Medical devices
Industrial equipment
Consumer/retail
10%
20%
30%
%
40%
50%
80
%
60%
70%
10% or lower
0%
20%
40%
+
–
72%
62%
60%
80%
100%
Case in Point: John Deere
John Deere—the world-renowned maker of equipment for farmers,
ranchers, loggers, builders, homeowners, and all others linked to the
land—continually innovates in service.
80%
90%
100%
% of respondents
Today
10.1% or higher
margin
70%
69% 69%
68%
56%
64%
54%
54% 56%
Automotive
0%
10
68
%
Total
%
In 3 years
Over half of manufacturers now place high priority on innovating in service
strategy and execution. Over two-thirds will do so in the near future.
Among high-tech firms, 57% now focus on service innovation. This number
will climb to 80% in three years—a rise of over 40%.
The number of automotive firms keying on service innovation will increase
from 56% to 70%—a 25% jump.
“What’s leading edge today,” says
Pat Pinkston, vice president of global
platform services,“ becomes standard
tomorrow.” Example: Telematics—
for sending, receiving, and storing
information on product performance—
was formerly an add-on option, but now
comes with all John Deere products.
Some data can be remotely monitored.
For John Deere, service innovation is not just about improving
customer relationships and increasing service revenue. Insights gained
from service performance feed back throughout the company to help
improve current products and generate ideas for new products. John
Deere uses the term “servitization” to describe this process. Each
innovation cycle contributes to further differentiating John Deere
products in customers’ eyes.
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8. Manufacturing Transformation for Service Executives
Bottom-Line Impact
Innovation is shifting service’s primary benefit from cost reduction to
revenue growth.
Profits get a turbo-boost when manufacturers place higher priority on
service.
There’s consensus among manufacturing executives: By focusing on service,
they’re raising their company’s revenue now—and will increase it even more
in the future.
At lower levels of priority, service has more impact on costs than revenue.
When service prioritization rises, costs reduce much more, while revenue
rises even more sharply.
Revenue and cost impact of a focus on service
The bottom-line impact from shifting to high priority on service varies
somewhat by industry, but is felt significantly in all.
10%
9.5%
7.1%
8%
6%
4
%
2%
0%
-2%
-4%
-6%
-8%
-10%
10%
Revenue increase
9.3%
4.3%
Cost reduction
-6.9%
-8.9%
Today
In 3 years
Impact over time
4
Revenue increase
0%
-2%
-4%
-6.1
%
Moderate
High
Case in Point: Emerson Climate Systems
%
2%
-8.5%
Low
6%
6.1%
Cost reduction
-5.5%
8%
-6%
-8%
-10%
Charles Peters, vice president of
service engineering for Emerson
Climate Systems, believes that
focusing on service innovation
helps drive sales revenue even
before service offerings have
been specified and integrated
into a product line. The reason:
“Customers prefer working
with innovative firms,” he says.
Emerson has seen meaningful gains in market share for core products
based on the promise of future service delivery.
Priority placed on service
Through expanded use of remote diagnostics, customer self-diagnosis, and
other service innovations, productivity is rising—as are company profits.
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9. Manufacturing Transformation for Service Executives
Service Strategies
These strategies, in particular, drive manufacturers’ service
transformation initiatives:
Survey findings on the next few pages expand upon these specific service
strategies, particularly from the service executive’s perspective.
1 Service as a Profit Center
2 Remote Diagnostics
3 Performance-Based Contracts
4 Service Anywhere
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10. Manufacturing Transformation for Service Executives
Service Strategies—Service as a Profit Center
Nearly half of all manufacturers operate service as a profit center. More
will soon.
Firms operating service as a profit center
45%
Total
High-tech
Aerospace/defense
37
36%
%
Automotive
Medical devices
10%
20%
30%
66%
65%
50%
59
58%
Automotive
10%
60%
70%
22%
20%
80%
In 3 years
Industrial equipment and high-tech companies will remain furthest ahead
of the trend. Automotive firms will be the fastest adopters of service as a
profit center.
53%
51%
50%
42%
32%
Consumer/retail
Industrial equipment
58%
40%
39%
37%
Aerospace/defense
%
32%
30%
40%
50%
60%
70%
% of respondents
Today
% of respondents
Today
44%
High-tech
46
44%
40%
48%
Medical devices
0%
0%
36%
Total
%
42%
Consumer/retail
Firms bringing service in-house
56%
55%
52%
49%
Industrial equipment
To improve results, more manufacturers will bring service in-house.
In 3 years
Medical equipment and high-tech manufacturers will lead the charge. Asian
manufacturers are ahead on bringing service in-house—and will remain
ahead for the near future.
Smaller firms are ahead of larger firms in organizing service as a profit
center. Firms with higher margins are ahead for now—but smaller-margin
firms are narrowing the gap.
U.S.
33%
39%
Europe
29%
Today
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39%
42%
Asia
60%
3 Years
PTC.com
11. Manufacturing Transformation for Service Executives
Service Strategies—Remote Diagnostics
Case in Point: Boston Scientific
Remote diagnostics are on the rise. They’re revolutionizing
service delivery.
Pacemakers from Boston Scientific monitor
a heart patient’s progress inside and outside
of the hospital. Remote diagnostics are thus
practically inherent in the product—not just
in the service of them. Sujal Bhakalai, the
company’s vice president of operations, puts
it succinctly: “Remote diagnostics are transforming medical device
manufacturing.”
The use of remote diagnostics for service is increasing everywhere—in
some industries faster than others, but in all of them significantly.
The use of remote diagnostics is growing
40%
Total
47%
Aerospace/defense
Automotive
22%
42%
34%
Consumer/retail
High-tech
Industrial equipment
36%
Medical devices
0%
10%
20%
56%
59%
30%
50%
63%
50%
58%
47%
66%
40%
50%
60%
70%
% of respondents
Today
In 3 years
Smaller firms are catching up to larger firms in adopting remote diagnostics
for service. Asian manufacturers are furthest ahead of the trend.
The size of a manufacturing company can make some difference in the use of
remote diagnostics. Yet this will matter less in the future.
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12. Manufacturing Transformation for Service Executives
Service Strategies—Performance-Based Contracts
Soon, nearly two-thirds of manufacturers will offer performance-based
service contracts.
Now behind American manufacturers, Asian and European manufacturers
will soon leap ahead in their use of performance-based service contracts.
Performance-based service contracts becoming common
41%
Total
49
Automotive
Industrial equipment
Consumer/retail
0%
10%
20%
%
40%
45%
43%
Medical devices
40%
66%
39
Europe
%
Today
62%
61%
60%
65
%
34
%
Asia
69%
50%
60%
70%
80%
In 3 years
Aerospace and defense firms, along with makers of medical devices, will be
practice leaders.
Manufacturers of consumer products will see the biggest jump in
performance-based service contracts—almost doubling their use.
3 Years
Case in Point: Ingersoll Rand
% of respondents
Today
61
%
70%
36%
34%
30%
52
U.S.
%
74
%
Aerospace/defense
High-tech
65%
Ingersoll Rand’s Trane division
offers performance-based
service contracts that allow a
building owner to apply future
energy and operational savings
to financing of HVAC equipment
upgrades.
The customer’s added value
isn’t simply to predict a cut in
energy costs—Trane effectively
guarantees the savings through this innovative service option. And
when you consider that energy is the largest single operating expense
in most buildings (with A/C alone typically accounting for 40% of the
total bill), the savings stand to be significant.
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13. Manufacturing Transformation for Service Executives
Service Strategies—Service Anywhere
Manufacturers with the highest revenue and profit growth will move
decisively to design, build, and service anywhere.
Globalization’s challenge: staying close to customers, wherever they are.
Manufacturers are moving to tailor their offerings to regional needs,
preferences, expectations, and standards.
Design, build and service anywhere
26%
35%
Total
Aerospace/defense
High-tech
Automotive
Consumer/retail
Medical devices
Industrial
equipment
0%
10%
58%
40%
60%
80%
100%
In 3 years
Asian manufacturers will soon lead their European and North American
counterparts.
North America
40%
Europe
60%
Asia
70%
50%
30%
40%
50%
60%
70%
80%
% of respondents
Today
65%
69%
20%
Today
63%
60%
56%
54%
16%
20%
0%
67%
26%
29%
26%
24%
28%
29%
High Revenue Firms
High Profitability Firms
In 3 years
Design, build, and service anywhere will grow a remarkable 125% in three
years. Aerospace and defense manufacturers now lead in the practice—and
plan to keep leading.
C-level executives see more value than their staff in design, build, and
service anywhere.
31%
22%
C-Level Executives
Report to C-Level
Industrial equipment manufacturers will be particularly ambitious. They’ll
more than triple their efforts to design, build, and service anywhere.
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0%
20%
Today
64%
55%
40%
60%
80%
100%
In 3 years
PTC.com
14. Manufacturing Transformation for Service Executives
Service Transformation
Manufacturers aiming to transform service should recognize three
current realities:
Not all parts of the company assign the same importance to service.
Manufacturing, finance, and, as you’d expect, service executives believe that
service will be a top driver of competitive advantage in three years.
60%
50%
Coordinating service with other functions is critical for success. Increasing
the coordination of service strategy with R&D and manufacturing will grow
increasingly important. This trend will continue across major industries.
Greater strategy coordination of service with other functions
Service
Manufacturing
Finance
With research and development
40%
0%
30%
40%
72%
74%
60%
80%
100%
In 3 years
Service strategy correlates to profits. Firms that focus more on coordinating
service with other functions have higher margins.
10%
0%
Service
50%
20%
Today
20%
60%
59%
54%
With supply chain and manufacturing
Operations
Manufacturing
R&D
R&D
IT
40%
30%
Thinking horizontally about service—i.e., making it integral to strategy
development across functions—leads to higher ROI for a manufacturer’s
growth initiatives.
Feedback from service to other functions is becoming the norm.
Manufacturers will increasingly use the product and service performance
insights gained from service execution to help drive…
20%
10%
0%
But operations, R&D, and especially IT executives, see things differently as
they look ahead.
Service leaders may wish to cultivate their peers in IT, in particular, to help
realize their organization’s bold vision for service transformation.
58%
71%
52% 65%
47% 59%
…service planning
…product development
…supply chain, manufacturing
0%
20%
Today
40%
60%
80%
100%
In 3 years
More than ever, service feedback influences product designs. This includes
small enhancements, but also major innovations—such as the increased use
of remote diagnostics to create smart products.
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