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Steve Downton & Hilbrand Rustema 12 th  July 2011 © 2011 - All rights reserved Noventum Service Management Consultants Ltd...
HILBRAND RUSTEMA <ul><li>Partner </li></ul>© 2011 -  All rights reserved by Noventum Service Management Consultants Ltd
Webinar Logistics © 2011 -  All rights reserved by Noventum Service Management Consultants Ltd Example
Agenda <ul><li>16:00 Welcome & Webinar logistics </li></ul><ul><li>Introduction </li></ul><ul><li>16:20 What are the Five ...
What we do Be perceived by your customers as an innovative sustainable organisation Brand Experience Customer Feedback New...
Some of our clients © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Facts about the Service Business <ul><li>High income countries: </li></ul><ul><li>70% of GDP is service business </li></ul...
Service Business Driven by © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
How is value created with services? Type of services Source of Differentiation Product + Availability + Knowledge  + Exper...
Companies face various service business challenges for which they need to transform their service <ul><li>Growth </li></ul...
POLL QUESTION © 2011 -  All rights reserved by Noventum Service Management Consultants Ltd
Agenda <ul><li>16:00 Welcome & Webinar logistics </li></ul><ul><li>Introduction </li></ul><ul><li>16:20 What are the Five ...
STEVE DOWNTON <ul><li>Partner </li></ul>© 2011 -  All rights reserved by Noventum Service Management Consultants Ltd
<ul><li>Service Transformation; Why? </li></ul>© 2011 -  All rights reserved by Noventum Service Management Consultants Ltd
© 2011 - All rights reserved Noventum Service Management Consultants Ltd. International Survey of Complex High Tech Compan...
A Number of High tech Companies including: © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
HOW TO ACHIEVE SERVICE TRANSFORMATION © 2011 -  All rights reserved by Noventum Service Management Consultants
© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Get closer to key customers to understand and address their challenges © 2011 - All rights reserved Noventum Service Manag...
Strengthen the service propositions with high value adding services © 2011 - All rights reserved Noventum Service Manageme...
Focus on high quality service delivery © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Use a systematic service design and deployment process to achieve consistent, reliable, repeatable and sustainable solutio...
Establish more effective remote support to reduce cost, enabling the next generation of remote services   © 2011 - All rig...
© 2011 -  All rights reserved by Noventum Service Management Consultants Ltd POLL QUESTION
© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Summary and conclusion © 2011 - All rights reserved Noventum Service Management Consultants Ltd. The Top 5 Critical Succes...
Agenda <ul><li>16:00 Welcome & Webinar logistics </li></ul><ul><li>Introduction </li></ul><ul><li>16:20 What are the Five ...
POLL © 2011 -  All rights reserved by Noventum Service Management Consultants Ltd
QUESTIONS  & ANSWERS © 2011 -  All rights reserved by Noventum Service Management Consultants Ltd
Agenda <ul><li>16:00 Welcome & Webinar logistics </li></ul><ul><li>Introduction </li></ul><ul><li>16:20 What are the Five ...
How to? © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Reduce risk? Increase speed? Sustain res...
Service Capability & Performance Programme  © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Get ...
<ul><ul><li>How to Transform Your Service Business? </li></ul></ul><ul><ul><li>Virtual Roundtable – case studies </li></ul...
Sign up for the  Service Capability & Performance Programme  © 2011 - All rights reserved Noventum Service Management Cons...
Agenda © 2011 -  All rights reserved by Noventum Service Management Consultants Ltd 16:00 Welcome & Webinar logistics Intr...
Closing <ul><li>Ask questions: </li></ul><ul><ul><li>Webinar session will remain open for another 15 minutes </li></ul></u...
Contacts <ul><li>Noventum Contacts: </li></ul><ul><li>Steve Downton  [email_address] </li></ul><ul><ul><li>Phone : +44 783...
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5 Critical Success factors to successful Service Transformation (12 july, 2011)

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5 Critical Success factors to successful Service Transformation (12 july, 2011)

  1. 1. Steve Downton & Hilbrand Rustema 12 th July 2011 © 2011 - All rights reserved Noventum Service Management Consultants Ltd. WEBINAR To determine the 5 Critical Success factors to successful Service Transformation
  2. 2. HILBRAND RUSTEMA <ul><li>Partner </li></ul>© 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  3. 3. Webinar Logistics © 2011 - All rights reserved by Noventum Service Management Consultants Ltd Example
  4. 4. Agenda <ul><li>16:00 Welcome & Webinar logistics </li></ul><ul><li>Introduction </li></ul><ul><li>16:20 What are the Five Critical success factors to Service Transformation </li></ul><ul><li>17:00 Questions & Answers </li></ul><ul><li>17:25 What is Next? </li></ul><ul><li>17:30 Closing </li></ul>© 2011- All rights reserved by Noventum Service Management Consultants Ltd
  5. 5. What we do Be perceived by your customers as an innovative sustainable organisation Brand Experience Customer Feedback New Services Service Capabilities & Performance Career Development IT Solutions Sustainability Programmes Enhance the branded customer experience Improve customer satisfaction and loyalty Generate more revenue from existing customers Develop services that meet customers expectations Enable growth and delivery of new processes Improve process quality within your organisation Improve process effectiveness of your service delivery Improve people effectiveness across the service business Quickly reconfigure our service processes and adapt your organisation Improve sustainability within your company Reduce your ecological footprint Service Strategy Transformation Programmes Performance Scans Market Research
  6. 6. Some of our clients © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  7. 7. Facts about the Service Business <ul><li>High income countries: </li></ul><ul><li>70% of GDP is service business </li></ul><ul><li>87% of growth was generated with services </li></ul><ul><li>Manufacturing Industry: </li></ul>© 2011 - All rights reserved Noventum Service Management Consultants Ltd. Source: Noventum’s Manufacturing Survey 2010
  8. 8. Service Business Driven by © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  9. 9. How is value created with services? Type of services Source of Differentiation Product + Availability + Knowledge + Experiences Added Value © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Price Features People Brand
  10. 10. Companies face various service business challenges for which they need to transform their service <ul><li>Growth </li></ul><ul><li>Enhance the brand experience </li></ul><ul><li>Improve customer satisfaction and loyalty </li></ul><ul><li>Improve the customer experience </li></ul><ul><li>Generate more revenue from existing customers </li></ul><ul><li>Continuously develop service processes to meet customer expectations </li></ul><ul><li>Enable growth and delivery of new processes </li></ul><ul><li>Productivity </li></ul><ul><li>Improve process quality within your organisation </li></ul><ul><li>Improve people effectiveness across the service business </li></ul><ul><li>Improve effectiveness and efficiency of your service delivery </li></ul><ul><li>Quickly reconfigure our service processes and adapt our organisation </li></ul>© 2011 - All rights reserved Noventum Service Management Consultants Ltd. <ul><li>Sustainability </li></ul><ul><li>Improve sustainability within your company </li></ul><ul><li>Reduce your ecological footprint </li></ul><ul><li>Be perceived by your customers as an innovative sustainable organisation </li></ul>
  11. 11. POLL QUESTION © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  12. 12. Agenda <ul><li>16:00 Welcome & Webinar logistics </li></ul><ul><li>Introduction </li></ul><ul><li>16:20 What are the Five Critical success factors to Service Transformation </li></ul><ul><li>17:00 Questions & Answers </li></ul><ul><li>17:25 What is Next? </li></ul><ul><li>17:30 Closing </li></ul>© 2011- All rights reserved by Noventum Service Management Consultants Ltd
  13. 13. STEVE DOWNTON <ul><li>Partner </li></ul>© 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  14. 14. <ul><li>Service Transformation; Why? </li></ul>© 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  15. 15. © 2011 - All rights reserved Noventum Service Management Consultants Ltd. International Survey of Complex High Tech Companies To determine the 5 Critical Success factors to successful Service Transformation
  16. 16. A Number of High tech Companies including: © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  17. 17. HOW TO ACHIEVE SERVICE TRANSFORMATION © 2011 - All rights reserved by Noventum Service Management Consultants
  18. 18. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  19. 19. Get closer to key customers to understand and address their challenges © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  20. 20. Strengthen the service propositions with high value adding services © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  21. 21. Focus on high quality service delivery © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  22. 22. Use a systematic service design and deployment process to achieve consistent, reliable, repeatable and sustainable solutions © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  23. 23. Establish more effective remote support to reduce cost, enabling the next generation of remote services © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  24. 24. © 2011 - All rights reserved by Noventum Service Management Consultants Ltd POLL QUESTION
  25. 25. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  26. 26. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  27. 27. © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  28. 28. Summary and conclusion © 2011 - All rights reserved Noventum Service Management Consultants Ltd. The Top 5 Critical Success Factors they used to achieve successful service transformations: 1. Get closer to key customers 2. Strengthen service propositions 3.Focus on high quality service delivery 4. Use a service development process 5.Establish more effective remote support
  29. 29. Agenda <ul><li>16:00 Welcome & Webinar logistics </li></ul><ul><li>Introduction </li></ul><ul><li>16:20 What are the Five Critical success factors to Service Transformation </li></ul><ul><li>17:00 Questions & Answers </li></ul><ul><li>17:25 What is Next? </li></ul><ul><li>17:30 Closing </li></ul>© 2011- All rights reserved by Noventum Service Management Consultants Ltd
  30. 30. POLL © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  31. 31. QUESTIONS & ANSWERS © 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  32. 32. Agenda <ul><li>16:00 Welcome & Webinar logistics </li></ul><ul><li>Introduction </li></ul><ul><li>16:20 What are the Five Critical success factors to Service Transformation </li></ul><ul><li>17:00 Questions & Answers </li></ul><ul><li>17:25 What is Next? </li></ul><ul><li>17:30 Closing </li></ul>© 2011- All rights reserved by Noventum Service Management Consultants Ltd
  33. 33. How to? © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Reduce risk? Increase speed? Sustain results?
  34. 34. Service Capability & Performance Programme © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Get involved & learn from others Get involved and learn from others Benchmark Performance Career Development Getting expert advice Service Capability Strategic Advisory Service Performance Career Development
  35. 35. <ul><ul><li>How to Transform Your Service Business? </li></ul></ul><ul><ul><li>Virtual Roundtable – case studies </li></ul></ul><ul><ul><li>6th September </li></ul></ul><ul><li>Do we need standards in the services industry? </li></ul><ul><ul><li>Live Roundtable during the Noventum Regatta </li></ul></ul><ul><ul><li>15 September </li></ul></ul><ul><ul><li>Vinkeveen, Netherlands </li></ul></ul><ul><li>Download the Service Transformation research report: ‘The 5 Critical Success Factors in Service Transformation’ </li></ul><ul><ul><li>www.noventum.eu </li></ul></ul>What is next? © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  36. 36. Sign up for the Service Capability & Performance Programme © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Service Capability Service Performance Service Advisory Career Development 20 FTE Programme License Service Industry Benchmark Annual Service Operations Scan SCP community conference package + 20 FTE License Continous Service Performance Monitoring Continuous Strategic Advisory Corporate Training Programmes Individual membership Corporate Membership Starter Package Corporate Member Enterprise License * In collaboration with local AFSMI chapters
  37. 37. Agenda © 2011 - All rights reserved by Noventum Service Management Consultants Ltd 16:00 Welcome & Webinar logistics Introduction 16:20 What are the Five Critical success factors to Service Transformation 17:00 Questions & Answers 17:25 What is Next? 17:30 Closing
  38. 38. Closing <ul><li>Ask questions: </li></ul><ul><ul><li>Webinar session will remain open for another 15 minutes </li></ul></ul><ul><li>Please fill out the post-webinar survey Anonymous results will be shared with </li></ul><ul><li>Link to recording and presentation will be sent to you </li></ul><ul><li>We may call you to discuss challenges, which may be fed into SCP Programme </li></ul>© 2011 - All rights reserved by Noventum Service Management Consultants Ltd
  39. 39. Contacts <ul><li>Noventum Contacts: </li></ul><ul><li>Steve Downton [email_address] </li></ul><ul><ul><li>Phone : +44 7836 225529 </li></ul></ul><ul><ul><li>Hilbrand Rustema: [email_address] </li></ul></ul><ul><ul><li>Phone +31 615 011263 </li></ul></ul><ul><li>Noventum : www.noventum.eu </li></ul>© 2011 - All rights reserved Noventum Service Management Consultants Ltd.
  40. 40. Thank you

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