5. 5
“When technology and product based
companies servitise their business,
there isn’t one thing that you don’t have
to change”
— Andy Jones, Director at Xerox Global
Services
6. 6
The transformation a manufacturing
company undergoes to create new ways of
doing business that combine products and
services as parts of integrated offerings to
the market
Servitization
9. 9
- Bad reviews on customer satisfaction
- Research to know customer activites and cost
- Redesing of value proposition to eficiency and cost
(and environmental impact)
- Product redesign: e.g. sensors to monitor use
- New services: e.g. drivers trainings
- New business model: <15p / Km
Case Studies
PROTEUS’s research (public)
12. 12
Value Creation Canvas for Servitization
- Expected + Lived = Value Perceived
* simplification
what is
promised what is
delivered
what is
experienced
14. 14
Value Proposition - What is promised
20
We will help you
when a problem
occurs with your
washing machine
Recovery
Provision
Provision of after sale
services such as installation,
maintenance, etc, assuring
the recovery of any lost quality
attributes of the washing
machine.
Reactive approach to jointly
support the customer, usually
with third party suppliers.
To be alert when the customer
calls with an incidence and
react immediately.
Company role Relationship approach Critical competence
Value Proposition — What is promised
24. 24
Lessons learned - Promise and offerings
Offerings
what is delivered
Customer Segment:Company:
v.1.0 — CC BY 2.0
Sales
Office
Online
Sales
Sales
Agent
Products
Reuse of
Product
Components
Certificates
Trouble-
shooting
Spare Parts
Owned by
Provider
Maintenance
Technical
Documentation
Reconditioning
Warranty
Spare Parts
On Demand
Spare Part
Pitstop
On-Site
Inspections
Extended
Warranty
Product
Manuals
Digital
Product
Manuals
Installation
Consultancy
Customised
Products
Take Back
Sysem
Delivery
Service
Technicians
On-call
Concept
Design
Cleaning
Training
Management
of Maintenance
Service
Agreements
State of the
Art Deals
Product
Leasing for
Repair Task
Installation
of Products
Installation
of Other
Companies’
Products
Installation
Hand-Over
Retrofit
Products
Installation
Quality Check
Commissioning
Project
Management
Take Back
System
Certificates
Digital
Product
Portfolio
Condition-Based
Maintenance
Periodical
Maintenance
Spare
Parts
Owned by
Customer
Service
Squad
Service
Partnerships
Call
Centre
Real-time
Online
Support
Nursing home
facilities
Washing machine
manufacturer
28. 28
- Champion the value creation process,
user centricity across the organisation
- Relate experience to Operations, Development
and Strategy
- Innovate from all ends
- Foster conversations
Lessons learned for service designers
29. 29
32
#1MARITIME BRANCH ANALYSISA workbook in the PROTEUS series
#7PSS BUSINESS MODELSA workbook in the PROTEUS series
MAN Truck & Bus UK Ltd BASF Automotive Refinish Volvo Aero
PSS CASE BOOKA workbook in the PROTEUS series
#2
#5PSS ORGANISATIONA workbook in the PROTEUS series
#6PSS PARTNERSHIPSA workbook in the PROTEUS series
#3PSS READINESS MANUALA workbook in the PROTEUS series
#4PSSTOOL BOOKA workbook in the PROTEUS series
Reflections from the field — PROTEUS’ contextReflections from the field — PROTEUS’ context
Value Creation Canvas in context