To provide an insight into service innovation:
- Service innovation within product-service systems
- Key concepts for service innovation
- Some tools for service innovation
- Reflections
The insights are based on having developed and delivered services in an industrial environment and now leading research in product-service system innovation.
Segmentation, Targeting & Positioning and Product brandingArfan Ahmed Shourov
Market Segmentation is a process of dividing the market of potential customers into different groups and segments on the basis of certain characteristics.
Basis of Market Segmentation
Requirements for Effective Segmentation
Evaluating Market Segments
Segment Attractiveness
Targeting is the selection of the target Market/ individuals we want to win over for a particular product/ service.
Choosing a Targeting Strategy
Positioning is the act of designing the company’s offering and image to occupy a distinctive place in the target market’s mind
Importance of customer mind
Business Model Innovation - Key Note Speech Emad Saif
This is my keynote speech for anyone interested on "Business Model Innovation" at the Arabic Innovation Academy organized by the European Innovation Academy and Qatar Science & Technology Park in Qatar on Jan 7 2018
Building A Customer Journey Map PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Building A Customer Journey Map Powerpoint Presentation Slides. This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with seventeen slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Building A Customer Journey Map Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/strategic-marketing-and-sales-plan-template-233
This 71-page template is a comprehensive template for a Strategic Marketing and Sales Plan. It is based on the Systems Thinking Approach, and guides the development of the strategic marketing and sales plan in the context of the bigger picture corporate strategies. Using this template will allow the user to follow a rigorous process in developing the marketing plan, that takes into consideration the external business environment, and the internal corporate strategies and goals, then develops clear marketing goals, strategies and action plans to implement effective marketing.
The Value Proposition Canvas vs. The 1-Minute Value Proposition Act: A BETTER...Rod King, Ph.D.
“Customers Deserve the Best Products, Services, and Tools to Help Them Delightfully Get Their Jobs Done”
Wouldn’t it be great if we so deeply understand customers that we could accurately predict customers’ adoption, hiring, and buying decisions? Then, no startup or established business would build products, services, and tools that customers do not want or buy. Waste in business and the dismal failure of startups would be eliminated. Newly launched products, services, and tools would achieve Product-Market fit in no time. And … gainful employment, generated income, and standard of living would be higher. But, why do we not have this paradise especially in the world of entrepreneurship and startups?
My main hypothesis is that currently, business management is largely an art the mastery and tacit knowledge of which reside with a few practitioners such as the late Steve Jobs. Business management is still a blackbox: we know what goes in and what comes out of business. However, we have yet to fully figure out and accurately model how the inside of a business’s blackbox interacts with the environment at present as well as in future.
In the past, the main tools for systematically planning, launching, and building products, services, and organizations was the voluminous and rigid business plan. In today’s volatile, uncertain, complex, and ambiguous environment, the voluminous and rigid business plan is increasingly considered inappropriate. New tools are emerging to replace the business plan especially in the world of startups. This article focuses on tools that facilitate the achievement of Product-Market Fit since Product-Market fitness is considered the greatest risk to having a repeatable and scalable business model and consequently, a profitable and enduring organization.
In this presentation, two tools are presented that focus on achieving Product-Market Fit. One is Alexander Osterwalder’s Value Proposition Canvas (VPC) while the other is my 1-Minute Value Proposition Act (VPA). Both the VPC and 1-Minute VPA are modules of a business model (story). The VPC focuses on the “Job-To-Be-Done” as a unit of analysis while the 1-Minute VPA considers a “customer’s trade-off and decision-making” as the unit of analysis.
In the presentation, elements of the VPC and 1-Minute VPA are considered and examined within the context of a case study. The aim is to enable readers which include entrepreneurs and startups to compare and contrast the two tools with a view to making informed decisions while trying to achieve Product-Market Fit for newly launched products, services, and organizations. As the quote at the beginning says: “Customers Deserve the Best Products, Services, and Tools to Help Them Delightfully Get Their Jobs Done.”
Your feedback would be greatly appreciated.
Rod.
Segmentation, Targeting & Positioning and Product brandingArfan Ahmed Shourov
Market Segmentation is a process of dividing the market of potential customers into different groups and segments on the basis of certain characteristics.
Basis of Market Segmentation
Requirements for Effective Segmentation
Evaluating Market Segments
Segment Attractiveness
Targeting is the selection of the target Market/ individuals we want to win over for a particular product/ service.
Choosing a Targeting Strategy
Positioning is the act of designing the company’s offering and image to occupy a distinctive place in the target market’s mind
Importance of customer mind
Business Model Innovation - Key Note Speech Emad Saif
This is my keynote speech for anyone interested on "Business Model Innovation" at the Arabic Innovation Academy organized by the European Innovation Academy and Qatar Science & Technology Park in Qatar on Jan 7 2018
Building A Customer Journey Map PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Building A Customer Journey Map Powerpoint Presentation Slides. This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with seventeen slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Building A Customer Journey Map Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/strategic-marketing-and-sales-plan-template-233
This 71-page template is a comprehensive template for a Strategic Marketing and Sales Plan. It is based on the Systems Thinking Approach, and guides the development of the strategic marketing and sales plan in the context of the bigger picture corporate strategies. Using this template will allow the user to follow a rigorous process in developing the marketing plan, that takes into consideration the external business environment, and the internal corporate strategies and goals, then develops clear marketing goals, strategies and action plans to implement effective marketing.
The Value Proposition Canvas vs. The 1-Minute Value Proposition Act: A BETTER...Rod King, Ph.D.
“Customers Deserve the Best Products, Services, and Tools to Help Them Delightfully Get Their Jobs Done”
Wouldn’t it be great if we so deeply understand customers that we could accurately predict customers’ adoption, hiring, and buying decisions? Then, no startup or established business would build products, services, and tools that customers do not want or buy. Waste in business and the dismal failure of startups would be eliminated. Newly launched products, services, and tools would achieve Product-Market fit in no time. And … gainful employment, generated income, and standard of living would be higher. But, why do we not have this paradise especially in the world of entrepreneurship and startups?
My main hypothesis is that currently, business management is largely an art the mastery and tacit knowledge of which reside with a few practitioners such as the late Steve Jobs. Business management is still a blackbox: we know what goes in and what comes out of business. However, we have yet to fully figure out and accurately model how the inside of a business’s blackbox interacts with the environment at present as well as in future.
In the past, the main tools for systematically planning, launching, and building products, services, and organizations was the voluminous and rigid business plan. In today’s volatile, uncertain, complex, and ambiguous environment, the voluminous and rigid business plan is increasingly considered inappropriate. New tools are emerging to replace the business plan especially in the world of startups. This article focuses on tools that facilitate the achievement of Product-Market Fit since Product-Market fitness is considered the greatest risk to having a repeatable and scalable business model and consequently, a profitable and enduring organization.
In this presentation, two tools are presented that focus on achieving Product-Market Fit. One is Alexander Osterwalder’s Value Proposition Canvas (VPC) while the other is my 1-Minute Value Proposition Act (VPA). Both the VPC and 1-Minute VPA are modules of a business model (story). The VPC focuses on the “Job-To-Be-Done” as a unit of analysis while the 1-Minute VPA considers a “customer’s trade-off and decision-making” as the unit of analysis.
In the presentation, elements of the VPC and 1-Minute VPA are considered and examined within the context of a case study. The aim is to enable readers which include entrepreneurs and startups to compare and contrast the two tools with a view to making informed decisions while trying to achieve Product-Market Fit for newly launched products, services, and organizations. As the quote at the beginning says: “Customers Deserve the Best Products, Services, and Tools to Help Them Delightfully Get Their Jobs Done.”
Your feedback would be greatly appreciated.
Rod.
Are you searching for professional templates and slides to design a professional PPT on customer acquisition? Well if yes, then select our content ready customer acquisition plan PowerPoint presentation slides. Use this customer acquisition management PowerPoint presentation to demonstrate a lot of techniques utilized to oversee customers prospects and request created by marketing. This customer relationship management presentation PPT includes a template on numerous relevant subtopics such as acquisition strategy plan, nurturing, email and marketing automation, and sale enablement checklist. With the help of these editable consumer services strategies presentation slides, you will be able to train your group members how to convince clients to buy the products and services. You can utilize these PowerPoint slides to illustrate the concept of customer relationship management, consumer experiences, customer retention, customer attainment, customer services, customer satisfaction, sale improvement, and business development. With the use of graphs, chart, pareto, and pie charts in your presentation, you will be easily able to showcase the ratio of satisfied and unsatisfied customers. So, do not delay and rapidly download these customer acquisition strategies presentation slides. Give a boost to entrepreneurial enterprise with our Customer Acquisition Strategies PowerPoint Presentation Slides. They allow dreams to develop.
Customer Value Proposition by Derek HendrikzDerek Hendrikz
Customer value proposition by Derek Hendrikz works with CVP in terms of product, service, people, results, communication and experience. Customer service excellence and business relationship development models and the relationship / profitability ratio is dealt with. Slides end with the rules for CRM (customer relations management). www.derekhendrikz.com
Efficient customer segmentation in Google Analytics (Blueffect 2013 Warsaw, Poland) - examples and best practices of accurate data analysis and advanced segmentation principles in order to improve revenues of your business.
- What makes you wrongly evaluate marketing campaigns: do you know, what is the real conversion rate of your website?
- How to prioritize content sections of an e-commerce website.
- What customer segments and cohorts are useful.
A presentation from Agile Tour London 2020 on an alternative to mind maps, the knowledge canvas. This format is digital friendly for videos and helps both speakers and attendees to organise content efficiently to tell a story.
Business Model Generation: Business Model Canvas + Design ThinkingSiddhant Choudhary
A business model describes the rationale of how an organisation creates, delivers and captures value. This ppt runs you through basics of business model generation.
New Product Management PowerPoint Presentation Slides SlideTeam
With our 78 slides content-ready New Product Management PowerPoint Presentation Slides deck, you can easily construct your PPT presentation for product management. This will save you time and money as it takes huge effort and time in planning a professional presentation from scratch. You can take advantage of New Product Management presentation deck example to showcase various topics such as new product introduction, product detailed overview, product idea screening, understanding customer needs, internal sources of new product ideas, product roadmap, product analysis, Porter’s five forces model, introduction and growth stage, and many more. Apart from this, BCG matrix, Ansoff matrix, empathy map, kano map, geographic and demographic segmentation are also included in this professional PPT sample file. Here we have widely covered each aspect of product management. This New Product Development Presentation templates can also has one off designs like product market mapping, digital marketing plan, budgeting plan, branding & repositioning, feasibility review etc. Just download this New Product Management PPT Presentation Slides to easily go through the tough task of planning everything on your own. Extol the benefits of being gentle with our New Product Management PowerPoint Presentation Slides. They help discourage harsh behavior.
This presentation is based on the top seller book "Business Model Generation" by Alex Osterwalder and Yves Pigneur. This book introduces the Business Model Canvas, the world's leading tool in creating and analyzing business models. This great tool allows you to sketch out your business model visually without starting with a scary business plan.
You can take my online course which covers more content, examples, quizzes, challenges and provides a certificate of completion.
Get course discounts and learn more:
www.playtactic.com
I hope you find this beneficial and good luck on your business model ;)
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)Nasti Šušnjara
Just because you say that you want to "delight your customers" doesn't mean that you actually do. Very often, we don't even know where we're failing to meet the expectations of our customers. This 7-steps exercise helped us visualize our customers’ experience and prioritize what we’ll work on based on data and not assumptions. The process has worked for me ever since.
Original article: https://medium.com/omneechannel/7-steps-guide-to-building-a-customer-journey-map-d2c3b00cfffd
Content:
1. Why you need to map out your customer experience
2. Don't get intimidated by the complexity
3. 7 steps to create your Customer Journey Map
- Collect data from your customers and prospects
- Define your personas and goals
- Define stages of your customer journey
- Add your customer actions, thoughts, and emotions
- Define key highlights and pain points
- Write down what you can do to improve
- Prioritize and execute changes
Special thanks to Kristjan Pecanac from Hekovnik startup school who helped me better understand these concepts when I just started my career in the tech industry.
Developing your go to market strategy by Kris Konrath, Convergent Digital Ignition
Learn about developing your go to market strategy. We’ll take a look at the five key components to developing a go to market strategy including your target market, marketing channels, messaging, pricing & packaging and customer acquisition cost. By Kris Konrath, Marketing Director at Convergent
Amazon’s Culture of Innovation & The Working Backwards session
Working Backwards; leading organisations achieve growth by marrying customer-obsession with a modern technology strategy. Where do you begin? By focusing on the customer.
During this webinar, Amazon will discuss key innovation principles which have been instrumental in their continued success and their Working Backwards approach.
Surviving the strategy consulting case interviewTop of Minds
Guide to surviving your strategy consulting case interview.
Focused on applicants to firms like McKinsey & Company, The Boston Consulting Group, Bain & Company, Roland Berger Strategy Consultants or Booz & Company.
All You Need to Know About Customer Journey MappingRealtimeBoard
A simple guide to customer journey mapping. It covers the basic definition of the journey, step-by-step mapping process, common mistakes, and related templates.
Bonus: click on the link to get a free demo board with online templates https://realtimeboard.com/app/board/o9J_k0oPqnw=/
Original article: https://realtimeboard.com/blog/customer-journey/
Journey mapping tool: https://realtimeboard.com
Are you searching for professional templates and slides to design a professional PPT on customer acquisition? Well if yes, then select our content ready customer acquisition plan PowerPoint presentation slides. Use this customer acquisition management PowerPoint presentation to demonstrate a lot of techniques utilized to oversee customers prospects and request created by marketing. This customer relationship management presentation PPT includes a template on numerous relevant subtopics such as acquisition strategy plan, nurturing, email and marketing automation, and sale enablement checklist. With the help of these editable consumer services strategies presentation slides, you will be able to train your group members how to convince clients to buy the products and services. You can utilize these PowerPoint slides to illustrate the concept of customer relationship management, consumer experiences, customer retention, customer attainment, customer services, customer satisfaction, sale improvement, and business development. With the use of graphs, chart, pareto, and pie charts in your presentation, you will be easily able to showcase the ratio of satisfied and unsatisfied customers. So, do not delay and rapidly download these customer acquisition strategies presentation slides. Give a boost to entrepreneurial enterprise with our Customer Acquisition Strategies PowerPoint Presentation Slides. They allow dreams to develop.
Customer Value Proposition by Derek HendrikzDerek Hendrikz
Customer value proposition by Derek Hendrikz works with CVP in terms of product, service, people, results, communication and experience. Customer service excellence and business relationship development models and the relationship / profitability ratio is dealt with. Slides end with the rules for CRM (customer relations management). www.derekhendrikz.com
Efficient customer segmentation in Google Analytics (Blueffect 2013 Warsaw, Poland) - examples and best practices of accurate data analysis and advanced segmentation principles in order to improve revenues of your business.
- What makes you wrongly evaluate marketing campaigns: do you know, what is the real conversion rate of your website?
- How to prioritize content sections of an e-commerce website.
- What customer segments and cohorts are useful.
A presentation from Agile Tour London 2020 on an alternative to mind maps, the knowledge canvas. This format is digital friendly for videos and helps both speakers and attendees to organise content efficiently to tell a story.
Business Model Generation: Business Model Canvas + Design ThinkingSiddhant Choudhary
A business model describes the rationale of how an organisation creates, delivers and captures value. This ppt runs you through basics of business model generation.
New Product Management PowerPoint Presentation Slides SlideTeam
With our 78 slides content-ready New Product Management PowerPoint Presentation Slides deck, you can easily construct your PPT presentation for product management. This will save you time and money as it takes huge effort and time in planning a professional presentation from scratch. You can take advantage of New Product Management presentation deck example to showcase various topics such as new product introduction, product detailed overview, product idea screening, understanding customer needs, internal sources of new product ideas, product roadmap, product analysis, Porter’s five forces model, introduction and growth stage, and many more. Apart from this, BCG matrix, Ansoff matrix, empathy map, kano map, geographic and demographic segmentation are also included in this professional PPT sample file. Here we have widely covered each aspect of product management. This New Product Development Presentation templates can also has one off designs like product market mapping, digital marketing plan, budgeting plan, branding & repositioning, feasibility review etc. Just download this New Product Management PPT Presentation Slides to easily go through the tough task of planning everything on your own. Extol the benefits of being gentle with our New Product Management PowerPoint Presentation Slides. They help discourage harsh behavior.
This presentation is based on the top seller book "Business Model Generation" by Alex Osterwalder and Yves Pigneur. This book introduces the Business Model Canvas, the world's leading tool in creating and analyzing business models. This great tool allows you to sketch out your business model visually without starting with a scary business plan.
You can take my online course which covers more content, examples, quizzes, challenges and provides a certificate of completion.
Get course discounts and learn more:
www.playtactic.com
I hope you find this beneficial and good luck on your business model ;)
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)Nasti Šušnjara
Just because you say that you want to "delight your customers" doesn't mean that you actually do. Very often, we don't even know where we're failing to meet the expectations of our customers. This 7-steps exercise helped us visualize our customers’ experience and prioritize what we’ll work on based on data and not assumptions. The process has worked for me ever since.
Original article: https://medium.com/omneechannel/7-steps-guide-to-building-a-customer-journey-map-d2c3b00cfffd
Content:
1. Why you need to map out your customer experience
2. Don't get intimidated by the complexity
3. 7 steps to create your Customer Journey Map
- Collect data from your customers and prospects
- Define your personas and goals
- Define stages of your customer journey
- Add your customer actions, thoughts, and emotions
- Define key highlights and pain points
- Write down what you can do to improve
- Prioritize and execute changes
Special thanks to Kristjan Pecanac from Hekovnik startup school who helped me better understand these concepts when I just started my career in the tech industry.
Developing your go to market strategy by Kris Konrath, Convergent Digital Ignition
Learn about developing your go to market strategy. We’ll take a look at the five key components to developing a go to market strategy including your target market, marketing channels, messaging, pricing & packaging and customer acquisition cost. By Kris Konrath, Marketing Director at Convergent
Amazon’s Culture of Innovation & The Working Backwards session
Working Backwards; leading organisations achieve growth by marrying customer-obsession with a modern technology strategy. Where do you begin? By focusing on the customer.
During this webinar, Amazon will discuss key innovation principles which have been instrumental in their continued success and their Working Backwards approach.
Surviving the strategy consulting case interviewTop of Minds
Guide to surviving your strategy consulting case interview.
Focused on applicants to firms like McKinsey & Company, The Boston Consulting Group, Bain & Company, Roland Berger Strategy Consultants or Booz & Company.
All You Need to Know About Customer Journey MappingRealtimeBoard
A simple guide to customer journey mapping. It covers the basic definition of the journey, step-by-step mapping process, common mistakes, and related templates.
Bonus: click on the link to get a free demo board with online templates https://realtimeboard.com/app/board/o9J_k0oPqnw=/
Original article: https://realtimeboard.com/blog/customer-journey/
Journey mapping tool: https://realtimeboard.com
Andy Neely, Director Cambridge Serivce Alliance in conversation with Yassi Mo...ALessio Patatìn
Andy Neely, Director Cambridge Serivce Alliance in conversation with Yassi Moghaddam, Executive Director, ISSIP, Innovating Your Business Model for Service Success
A session at the CBS Competitiveness Day 2015 - This presentation will give an overview of how service business models can provide opportunities for driving competitiveness of Danish industry. The presentation is based on the ongoing applied research project 'Driving Competitiveness through Servitization’ which is supported by The Danish Industry Foundation. The project focuses on service strategies of manufacturers and is carried out in collaboration with a number of Danish companies.
A session at the CBS Competitiveness Day 2015 - This presentation will give an overview of how service business models can provide opportunities for driving competitiveness of Danish industry. The presentation is based on the ongoing applied research project 'Driving Competitiveness through Servitization’ which is supported by The Danish Industry Foundation. The project focuses on service strategies of manufacturers and is carried out in collaboration with a number of Danish companies.
Service Design for the private and public sectorJuha Tuulaniemi
SEE Policy Booklets about Service design
This SEE Policy Booklet seeks to answer some fundamental
questions public officials may have about service design: What is service design? What are the benefits of a service design approach? Why engage in service design now? How does service design compare to other innovation methods? What are service design methods and tools? Subsequently, the partners present case studies of service design in the private and public sectors to illustrate service
design processes in practice.
From Software to Service Sustainability: a still Broader PerspectiveLuigi Buglione
This paper proposes an approach to enlarge the view from software (products) to services, because a service is a broader container than a project and can include software as well as other assets to be managed from an Asset Management perspective. Hybridizing typical software and service management models and frameworks could help organizations in a better management of their assets, stressing more the (inner) value of intangibles and of a good mid-long term strategy, passing for a valuable proposition of MVVs (Mission-Vision-Values).
These are the (German) slides of my Keynote "Business. Value. Cloud." given at the IBS Workshop "Cloud Computing - Concepts and Applications" - the talk focuses on how business/value-thinking and development/co-creation is evolving and becoming one single approach from idea to product/service within 5 minutes (I believe this will be much faster in the future, i.e. towards seconds). The key drivers to this new approach are manifold - provided by the always on possibilities of the cloud, matching the philosophy of building things out of components with the iterative approaches of agile and lean development, and a change of our society's value systems expanding from a transaction-oriented economy towards a sharing economy.
CAN MACHINE-TO-MACHINE COMMUNICATIONS BE USED TO IMPROVE CUSTOMER EXPERIENCE ...Shaun West
The purpose of this paper is to identify ways in which Machine-to-Machine (M2M) communication can be used by product-based manufacturing firms to deepen and broaden the service aspects of their customer value proposition. The expectation is that an improved customer value proposition leads to improved customer experience, and through this to improved customer retention.
Slides used in the presentation.
DC10 Walter Ganz - keynote - The challenge of testing innovative servicesJaak Vlasveld
Walter Ganz from the Fraunhofer Institute for Industrial Engineering is presenting at the DC10 Service Innovation Congress, organized by Exser and partners. See http://www.exser.nl/jaarcongres/ for more information.
At April 15th, in the Amsterdam Breitner Building, the seminar Business Beyond Products took place. These are the introductionary slides. (part 1 of 5)
Introductory lecture on service innovation originally given to master students in an innovation and entrepreneurship course. Full video lecture available at: http://multimedie.adm.ntnu.no/mediasite/Viewer/?peid=e85576dd66ee4b8ebfa56923e262d9f3
Smart Service DesignThe design of smart services in the world of people, pro...Shaun West
You should read this if:
... you want to understand how digital can enable new value propositions for your business
... you want to gain inspiration from real industrial cases
... you want to create a family of smart twin to help your business.
The handbook‘s purpose is to formalize the lessons learnt from an Innosuisse- funded project where over twenty different Digital Twin-based use cases were developed in collaboration between ten partners. During the project, we learnt many things: the Digital Twins helped us create new innovative smart services, formalize tacit knowledge, and improve decision-making. Perhaps most important was that the design of the Digital Twin was best achieved based on (business) questions. The Digital Twin enables the development of Smart Services within complex systems. For this reason, we called the project Smart Twins – not because of the incredible technology but because of the services they supported. The handbook includes sections describing innovation processes for Smart Services, the prototyping phases, and Digital Twin based business models. The handbook also provides hands-on descriptions on how to use methods, tools, and approaches while working on a project focusing on the development of Smart Services. The handbook focuses on complex product-service systems (PSS) composed of people, processes, and things. Product-service systems are all around us, and they are used on a day-to-day basis, e.g., smartphones; they consist of tangible products and many services. Some of the services are more visible than others, remembering that there cannot be (smart) products without a service of some description. Product-service systems can be complex, and with digitalization, complexity increases distinctly. Depending on perspectives, the focus can be on efficiency or out- comes. Considering such product-service systems, it is evident that boundaries are cross-functional and cross-organizational.
Study case about the elements of crisis resilience in DACH manufacturing firm...Shaun West
To understand what has created resilient in DACH manufacturing firms during the COVID-19 pandemic
- Understand the elements that support resilience
- To assess the resilience elements based on processes, technologies and people
COVID-19 has triggered companies to adapt to a new normal state – some firms have been more successful at achieving this than others.
Successfully integrating new digital to your existing portfolio of products a...Shaun West
How to successfully integrate digital in the existing portfolio of products and services?
- Understanding the challenges that firms face with digitalization
- Create recommendations for companies to succeed
Digitalization is changing the way firms innovate, and many are struggling with the new forms of innovation and commercialization.
Value-Scope-Price: design and pricing of offerings based on customer value Shaun West
To understand why is price is important
An introduction to value
A pricing framework based on value
An example of pricing
A practical model to help you build up value-based pricing based on practice and theory.
Digital twin enabled services – digital twins and future trendsShaun West
We need to understand digital twins and how they can help us before we can consider future trends and applications.
- Digital twins and complex systems
- Digital twins help us to make decisions and act
- Digital twins must support different outlooks
- Digital twin design
Customer journey mapping a taster for SE-Training.
This is based on research at HSLU with a number of industrial partners. This shows some of the adaptations that we made to move journey mapping to the B2B environment. We have two publications behind this work.
Foresighting the Future to Create Actionable InnovationShaun West
This presentation project is focused on foresight or longer-term radical innovation based on a planning model of three horizons, highly actionable. The presentation describes a model initially developed by the principal researchers at Stanford University for long-term innovation. The model has been proven to work with European firms (e.g., Airbus, Syngenta, Volvo); however, it requires further changes to adapt it to Switzerland. The dominant model addresses three innovation horizons, whereas we want to extend it to four horizons.
The presentation described some reflections on further refinements in the process, including adding Horizon 4, which we think should lead to a self-help “foresight cookbook”.
This will be achieved by describing the approaches through an action research approach that will allow for reflection from multiple workshops with both firms and mixed student groups (with up to 200 international students).
The work presented will describe three key results of the study: • an actionable foresight innovation process;
some of the radical innovations that have come out of the processes;
• clarify how this can help firms be more innovative in a changing environment.
The weakness within the firms of the approach has been associated with the “innovation readiness and capacity” of the firm. The researchers consider that this needs to be measured so that innovation can be more readily accepted. To do this they present an innovation readiness check (based on a survey methodology) to help measure this key success factor.
Value propositions enabled by digital twins in the context of servitization v002Shaun West
Purpose: The motivation of this paper is to investigate how digital twins can enable the design of new value propositions in digitally enabled servitization. This is important, as the application of this technology is an opportunity to deliver new value propositions for customers, and for the supplier to gain deeper understanding of the actual performance of the equipment (Kowalkowski and Ulaga, 2017). This builds upon the assessment of service value co-creation supported by digital twin technologies (Meierhofer & West, 2019).
Design/Methodology/Approach: Ten cases have been assessed in this paper using different dimensions, and a cross-case analysis to consider value co-creation, value measures, support to the value proposition, and the servitization context. All of the cases are from an Innosuisse-supported project in Switzerland and were selected for their diversity.
Findings: Classifying the digital twins by service proved useful to understand each one and its position within the business system. Knowing which business functions the twin supports helps to identify and confirm value co-creation opportunities as well as the possible areas impacted. It also provides different servitization perspectives that can support new and disruptive models, which is helpful for firms looking for new services to support their customers. The lifecycle perspective confirms the links between different phases and can provide new insight for the development of digital twins. The cross case analysis confirmed that a digital twin could support the development of new value positions within the context of servitization, as well as allow others (e.g., installers or asset owners) to develop and sell their own value solutions.
DARE2HACK: Crowdsourcing ideas through hackathonsShaun West
Organizations are continuously looking for ways to transform by adopting new practices and technologies in order to become more competitive. They target business growth by increasing their efficiencies, by improving their internal operations and/or delivering novel value-added products and services. This is not easy to accomplish, as it requires defining a new strategy, changing the way of working, training and engaging employees and interacting with the customers to address different global trends
Avatars and journey mapping for application in industrial product service sy...Shaun West
Motivation
With increasing complexity in the design of product service systems it is become more difficult to understand what is needed, when and why to keep it operational
Research question
“how can the traditional customer journey mapping process be modified to better support customer journeys in industrial environments where there are many individual interactions over the operational life cycle?”
Using the perspective of asset management to create value for Smart Operation...Shaun West
To understand the value of the asset management perspective for Smart Services
To provide some examples to show how the perspective of Asset Management can create more value for Smart Operations and Smart Maintenance
Smart Maintenance Conference, Zürich 12-13 February 2020
Understanding the barriers that are slowing the digital transformation?Shaun West
Firms have found that there are challenges to adopting new ways of working
... what are the barriers in a Swiss-centric
industrial context?
... how to support firms to overcome these challenges?
Industrie 2025, F&E Konferenz zur Industrie 4.0 5 February 2020
Digital twin based services for decision support over the product lifecycleShaun West
This presentation is based on an Innosuisse funded project with ten partners to demonstrate how the digital twin can support decision making over the product life cycle.
Industrie 2025, F&E Konferenz zur Industrie 4.0 5 February 2020
Hidden services in the lighting industry - from free to feeShaun West
The purpose of this paper is to identify hidden services that were given away for free with the product and create a new service offering for a manufacturer that sells luminaires (e.g., lamps and lighting systems) to electrical installers. To identify the services that are given for free with the product, a survey was developed, targeting Swiss electrical installers, to analyze the pre- and post-sales activities that the firm delivered. The identification of the intangibles was initially undertaken by creating a journey for the pre-sales, post-sales and execution phases of typical transactions, based on interviews with the employees and supported by the literature research. The survey (n=68) provided insights into the intangibles that the firm delivered based on the analysis of perceived importance and satisfaction. Further, insights were obtained from five interviews with customers. The analysis of the survey and the interviews identified services that customers valued; service definitions were created for each of the 'hidden services' that were identified from the analysis. Using a modular approach to service definitions, two extreme modular offers were developed: a minimalistic offering and an 'inclusive' offering for the pre- and post- sales; both had options built on standard modules.
Ecosystem Innovation for Pharma Supply ChainsShaun West
How can the ecosystem mapping process be improved to develop better understanding of market dynamics for better decision making by investigating two pharmaceutical supply chains?
Problem:
… existing models for supply chains over oversimplify the situation and failing to integrate people, processes and digital technologies
Purpose
… to show the current state of pharma supply chains
… to show how the ecosystem perspective provided new insights
GBX EventsSupply Chain Innovation Summit 2019,Barcelona, 21 November 2019
Shaun West & Michael Huonder
Digital twins as an enabler for servicesShaun West
WinLink Breakfast meeting Wintertur, 7 November 2019
Shaun West & Oliver Stoll (HSLU)
Jürg Meierhofer (ZHAW)
To described what a Digital Twin is and how it can be transformed to a Smart Service Twin that supports service delivery.
- Describe what a Digital Twin is and what it can do
- Demonstrate that Digital Twins are a service enabler
- Provide examples of Smart Twins develop in Switzerland
- Provide you with a pathway for Smart Twin development
Service Operations Management ChallengesShaun West
To present service challenges and discuss how we overcame the barriers. The presentation was made at ServiceMax's CSO
Summit 2019, Chicago, USA, 22 October 2019.
This work is based on three studies with collaboration of four universities (Paolo Gaiardelli <paolo.gaiardelli@unibg.it>, Tim Baines <t.baines@aston.ac.uk> and Nicola Saccani <nicola.saccani@unibs.it>).
Review on upgradability – a product lifetime extension strategy in the contex...Shaun West
Reduced product lifespan results in an accelerated flow of materials and ultimately more waste. Rapid technology cycles, frequently changing consumer preferences and increasing market competition, provide consumers with an opportunity to use products with more functions and better quality at a cheaper price. Consequently, these products quickly become technologically, psychologically, or economically obsoleted even before the actual end of their physical life/economic valued resulting in shorter product life cycles. These products are often disposed of as landfill. In this context, it can be argued that reduced product lifespan has a significant impact on, both the environment and the economy. To address this issue, our study investigates the concept of upgradability while exploring its potential as a product lifetime extension strategy. Several research papers regarding product upgradability have been published in the past in a variety of settings/domains. However, the collective contributions of these papers have yet to be summarized in order to provide a platform of knowledge for furthering the research on upgradability. To contribute to the body of knowledge, this article aims to identify, interpret, and summarize the current literature available on product upgradability. First results indicate growing interest and promising potential of upgradability as a product lifetime extension strategy, especially given the increasing importance of a product's middle of life phase in the context of Product-Service Systems (PSS). Additionally, upgradability facilitates the implementation of the circular economy, the dissemination of PSS, as well as remanufacturing approaches. However, our findings show that research on upgradable PSS is still dominated by theoretical work and more empirical research is necessary to further establish this concept. In terms of future work, there is a clear need to develop upgradeable PSS-specific design methodologies as well as associated sustainable business models.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
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Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
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.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
[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
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
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Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
1. This is Service Innovation – a personal story
CEMEX Lighthouse
30 September 2020
Prof Dr Shaun West
Annick Holland (artwork)
2. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Purpose
To provide an insight into service innovation
The insights are based on
having developed and
delivered services in an
industrial environment and
now leading research in
product-service system
innovation.
Service innovation within product-service systems
Key concepts for service innovation
Some tools for service innovation
Reflections
3. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
We all have our own experiences of services
4. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Three good books that can help with service innovation
Translational Systems Sciences 6
Marja Toivonen Editor
Service
InnovationNovelWays of CreatingValue in Actor
Systems
5. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Services can be very bad….
This service scores low in
terms of service innovation.
The example is relevant to
high quality equipment
manufacturers.
6. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Some services can really help us
https://youtu.be/kzCr3J0H-Lc
This digital service scores
highly in terms of service
innovation.
The example is relevant to
high quality equipment
manufacturers.
7. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
SERVICE INNOVATION WITHIN
PRODUCT SERVICE SYSTEMS
8. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Service innovation within product service systems
Innovating product is different to innovation in services
Because there are many differences between the two!
Dimension Product Development Service development
Initiation Centrally initiated, structured, technology driven: new
technology or new use of existing technologies
Locally initiated, close to customers, ad hoc: new value
creation potential identified
Strategic perspective Inside-out Outside-in
Key asset Patents Customer knowledge
Development Closed process, involving R&D and production Open process, involving sales companies and service
organizations
Tools and methods Stage-gate models Service blueprinting, service engineering
Critical resources Production facilities, components, subsystems, supply
chains
Knowledge and skills, relationships and networks, including the
resources of service partners
Actors R&D and other central units and functions Local and central units, customers, partners/dealers
Marketing and sales Market to (push): management of customers and markets Market with (pull): collaboration with customers and partners
Result A tangible offering that is easy to understand An intangible service that is difficult to visualize
9. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
More of the value in services is from the intangibles
Service innovation within product service systems
The differences between products and services?
Technology (production) based Service based
Mathieu Technocratically; Supporting product;
Efficiency based innovation
Humanistically; Supporting the customer;
Client-based innovation
Herrmann Factual/Future Emotional/Form
Bretani Separate production and delivery Combined production and delivery
Kotler Tangible goods with minor services Service with minor goods
Coppett Service is a cost Service creates value
Normman Complex structures Simple structures
10. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Service innovation within product service systems
Innovating product is different to innovation in services
New product development New service development
1) Pre-study and concept study
2) Development
3) Industrialization
4) Launch
5) Follow-up
Fig. 11.1 Differences in resource requirements between the stages of NPD and NSD
(Kowalkowski and Kindstr€om 2012, p. 112)
Table 11.1 Differences between product development and service development
Dimension Product development Service development
Initiation Centrally initiated, structured, tech-
nology driven: new technology or
new use of existing technologies
Locally initiated, close to customers, ad
hoc: new value creation potential
identified
238 C. Kowalkowski
Why is are the cost per phase virtual mirror images?
Kowalkowski and Kindström 2012, p. 112
With such differences between
product and service develop it is
amazing that we every are able to
innovation new product-service
system.
11. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Service innovation within product service systems
Why are they so important for manufacturing firms?
Bain & Comp. Wachstumsmotor Service, 2010
Why is are the cost per phase virtual mirror images?
Most firms make the margin in
services rather than in the
product.
12. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Lifecycle analysis
Beginning of Life
Design
Product
design
Process
design
Plant
design
Manufacture
Produc-
tion
Internal
logistics
Middle of Life
Distrib-
ution
External
logistic
Use/
operate
Optimize
Support
Train Maintain Repair
End of Life
Upgrade
MOL2
Retire
Reverse
logistics
Recycle Resell
Service innovation within product service systems
The perspective of asset management and the PLM
We need to learn to consider different perspectives
13. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Service innovation within product service systems
Vandermerwe and Rada’s model
Product (or service)
Product = value
Service = cost
Core product with added service
(Servicing)
Product = value
Service = differentiation
Product-service system
Product + service = value
Vandermerwe and Rada, 1988
Increasing servitisation
Service is a bolt-on
Are you able to use this to describe a product service system?
14. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Service innovation within product service systems
Some examples of product-service systems…
Planes, trains and automobiles…
15. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Value
mainly in
product
content
Value
mainly in
the service
content
Product-service system
Pure product Pure service
Pure Product
oriented
Use oriented Results oriented
- Product related
services
- Pay per use
- Advice and
consultancy
- Leasing
- Renting /sharing
- Pooling
- Activity
management
- Pay per outcome
Service content
(intangible)
Product content
(tangible)
KEY CONCEPTS FOR SERVICE INNOVATION
16. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Key concepts for service innovation
Consider the boat and look at it from different perspectives
Consider the boat from the
perspective of a product…
Consider the boat from the
perspective of a service…
17. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Key concepts for service innovation
Value in use – what is it?
https://en.wikipedia.org/wiki/Service-dominant_logic
S-D logic axioms and foundational premises
Axiom 1/FP1 Service is the fundamental basis of exchange.
FP2 Indirect exchange masks the fundamental basis of exchange.
FP3 Goods are a distribution mechanism for service provision.
FP4 Operant resources are the fundamental source of strategic benefit.
FP5 All economies are service economies.
Axiom 2/FP6 Value is cocreated by multiple actors, always including the beneficiary.
FP7 Actors cannot deliver value but can participate in the creation and offering of value propositions.
FP8 A service-centered view is inherently customer oriented and relational.
Axiom 3/FP9 All social and economic actors are resource integrators.
Axiom 4/FP10 Value is always uniquely and phenomenologically determined by the beneficiary.
Axiom 5/FP11 Value cocreation is coordinated through actor-generated institutions and institutional arrangements.
18. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Key concepts for service innovation
Many production lines, many factories, many people, many firms…
How do I effectively
match demand with
capacity?
Why do we lose production
– we follow the OEM
recommendations
Why is the information
spread across so many
systems?What are the “real”
marginal costs of
production
How do I increase
capacity cost effectively
Maintenance
Operations
OEMs and system
integrators
19. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Key concepts for service innovation
Main and subcategories of product-service systems
Do you know where your firm is comfortable on this continuum?
(Based on Tukker, 2004)
There are (too?) many options for
service innovation in a product-
service system
Value
mainly in
product
content
Value
mainly in
the service
content
Product-service system
Pure product Pure service
Pure Product
oriented
Use oriented Results oriented
- Product related
services
- Pay per use
- Advice and
consultancy
- Leasing
- Renting /sharing
- Pooling
- Activity
management
- Pay per outcome
Service content
(intangible)
Product content
(tangible)
20. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Key concepts for service innovation
Classification of industrial services
(Kowalkowski & Ulaga, 2017)
Can you find new innovations for your firm in every quadrant?
By taking other perspectives we
can innovate new services
21. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Key concepts for service innovation
Types of innovation
What balance does your firm want?
Service innovation should be
incremental (close to lean) and
disruptive
22. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Key concepts for service innovation
The service culture in the firm
Where does your firm fit and where does it want to move to?
Mathieu, V. (2001), "Service strategies within the
manufacturing sector: benefits, costs and partnership"
Moving the culture of a product-
firm can be hard work and risky.
23. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Key concepts for service innovation
Where are you and where are your customers?
Do you know the match between the installed base and your service centers?
You need to understand what
assets you have and where they
are. You also need to know your
customers and the installed base
as they all impact on your service
solutions.
25. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service Innovation as a process
How do you innovate services?
Vision
Persona
maps
Journey
mapping
Draft
Case Actor Matrix
26
What is it all about?
In the Customer Value Proposition turned out
that Pains and Gains are related to use
scenarios or cases. Therefore, different pains
and gains are related to different cases. This
tool helps to align different actor and
different cases, showing what kind of
dashboards (information) is needed by whom
in which case
Desired outcome
Overview of potential solutionss
How to use it?
• Fill in the actors (personas)
• Define cases
• Develop value adding dashboards for the
actor in specific case.
Service Operator
Callcentre
OPS Manager
User
Case
Actor
Case/actor
matrix
Blueprint
Values, goals
purpose, value for
guide decision
making
Direct and
indirect actors to
understand their
motivations and
behaviours
Map the current
services, identify
new touch and
new actors
List out the
different
situations and
the roles the
actors take
Create blueprints
and then use as
properties
26. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Vision for your customers is key
Do you know what drives your customer’s businesses?
To create a sound vision for the
innovation you need to
understand their business and
what’s important for them.
27. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs to focus the value creation process of the customer
Do you know what drives your customer’s job-to-be-done?
Can you describe your customer’s
businesses, how it works and how
they measure success?
28. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs to focus on outcomes
Do you know what service outcomes are under or over served?
Describing and measuring
outcomes can provide a great
prompt for innovation. Ulwick’s
Outcome Driven Innovation is a
good approach to use.
29. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs to focus on the people
Do you stop building personas at the “user” level?
Personas help you to understand
people in more detail. Every key
actor needs to have one.
30. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs to focus on the people
Do you know who the people in your system are?
You need to be ready to create
empathy maps for many different
actors in the system. Consider the
both beneficiaries and
stakeholders. You will need
iterations to find everyone!
31. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs to focus on the people
How well do you know the wider team?
Empathy maps can be adjusted so
that you know what people really
do.
32. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation within the ecosystem
Do you know how everyone relates to each other?
Ecosystem mapping allows you to
see the connections between
different actors, within the firm
and between firms.
33. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs to focus on the machines (avatars) as well
Do you understand the actors support the equipment?
The machine many not be used as
it was designed. The avatar will
help you better understand how it
is used in operations and looked
after.
34. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs to focus on the machines (avatars)
Can you identify the tasks that are done and who does them?
Mapping out all the transactions
of the life cycle you will gain new
insights.
35. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs to focus on the machines (avatars) as well
Can you build up a total cost of ownership for the avatars?
By understanding all of the tasks
you can learn how the total cost of
ownership builds up and what are
the cost drivers.
36. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs us to understand Journey maps for different actors
Can you describe the journeys your customers make when you interact with them?
Journey mapping allows us to
understand each service
transaction in depth
37. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation requires us to understand different situations
By identifying different cases and
connecting them with different
actors we start to understand in
detail different situations. This
helps us learn what is most
important for our customers.
Case Actor Matrix
26
urned out
se
nt pains
es. This
d
f
by whom
for the
Service Operator
Callcentre
OPS Manager
User
Case
Actor
Do you consider situational analysis when designing services?
38. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service Innovation requires us to consider different approaches to delivery
Do you know how to make the customer part of your “extended service team”?
Customers many move on the
continuum and may ask for one
then then insist on another. If you
design for different situations you
will cope with different requests
more successfully.
39. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation means we need to build alterative value propositions
How often do you develop and test different value propositions?
The solution helps [persona/s] to [activity] in oder to [outcome]
By ideating different solutions to a
customer problem you will
develop better and more flexible
value propositions.
40. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation needs clear descriptive language
How often do your customer get annoyed with “marketing speak”?
By writing in clear English with a
fixed structure you will learn to
describe problems and solutions
without ambiguity.
41. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service Innovation on one slide
How often do you confirm the solutions with your customers?
By describing the solution on one
sheet you can clarify quickly the
value creation and expectations
with customers
42. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service innovation is enhanced with service blueprint
Do you often ask customers to for their feedback on proposed services?
A blueprint can help you to
understand how the service could
be delivered. It can be used to as
an early prototype with
customers.
43. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service Innovation can lead to business model innovation
How often do you create alternative business models?
The busines model canvas is a
good communication tool and
helps you to ensure that you’ve
not missed (too many) important
aspects. Remember to drill down
if you need more depth in your
analysis.
44. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service Innovation means you need to offer flexibility
How often do you provide a “one-size-fits-all” solution?
Modularity can allow you to
provide more of what customers
value by forcing you to standardize
some aspects and allowing “pick
and mix” on other aspects. This
puts the customer in control.
45. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Tools for service innovation
Service Innovation means you need to test to get valid feedback
How do you collect feedback in a standard way?
By getting feedback on prototype
solutions you will learn to improve
the solutions through reflection.
This will allow you to improve your
value proposition.
47. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Reflections
Service innovation in product-service systems
The process means you need to continually learn
Build a process to understand the
problem space from different
perspectives, ideate new
solutions, create prototyping and
then test the.
48. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Reflections
Service innovation in product-service systems
We need to put the person back into the machine
There are many different actors in
the system – they are all
important .
Treat the machine as if it were
another person in the system and
49. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Reflections
Service innovation in product-service systems
The simplest questions provide the greatest insights
We have many actors and many
different situations in service so
confirming the context of the
problem space is critical. The same
questions can help you to describe
the solution.
50. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
Reflections
Services are NOT products and we need to embrace the differences
Service innovation in
product-service systems
works well with service
design. From the new
insights we can innovate
incrementally and more
disruptively.
Understand the problems from different perspectives
Learn to continue to evolve services and disrupt existing systems
Learn to adapt our tools to the product-service system
Use prototyping of services to test services sooner
51. CEMEX Lighthouse, 30 September 2020| Dr Shaun West
For more information please visit slideshare.net/ShaunWest
Shaun West
This is Service Innovation – a personal story
Prof Dr Shaun West
Annick Holland (artwork)