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Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011

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Comment générer une croissance profitable par le Service ? Etude sur la Valeur Ajoutée  du Service Michel Burckart et Christian Brigode © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]
About Noventum Long Term Partnerships with clients Service Specialist 70+ Consultants World-Wide Delivering Experience Private Equity Mergers & Acquisitions Service Innovation © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]
Participants to the research
Source: Noventum’s Manufacturing Survey 2010 High Value Service Business = Corporate Value Service value add as a corporate value
Priority of actions
Key Finding priority One : Closer to key customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Improving Customer Experience © 2010 - All rights reserved Noventum Service Management 144,212,130 255,255,3 ,[object Object],Customer Actions On-stage Back stage Customer Perception Brand values Register failure Check warranty Parts Ordering Quick and profes-sional support Quality Sustainability My machine is more than 10 years old and works perfectly Planning Customer Visit Customer Contact Centre Technician appointment Notification of failure by website Website is simple and efficient Design & Functionalities
Action priority Two : High value service propositions. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Maturity Levels in Services Action priority Two : High value service propositions. Transformation services Long term risk and benefit sharing. Transform the company business by putting the service as the hart of the value proposition. . Warranty Services Availability Services Product Support Services Knowledge Driven Services Experience Driven Services Type of Business Cost Centre Cost Centre + Profit Centre Business centre Long term strategic partner Business Objectives Repair / replace the product Make sure the customer is satisfied with the product and will repurchase Make sure the customer perceive the benefits of the product and the service Provide the customer with high value added services, driven by knowledge of customer & technology Support the customer strategic and operational business objectives.
Key Finding priority Two : High value service propositions. Value created through service Joint Companies. Type of Customer Relationship Vendor Solution provider Trusted Advisor Strategic Business Partner Feature Driven Brand Driven People Driven Warranty Services Availability Services Product Support Services Knowledge Driven Services Experiences Driven service Transformations services
Action priority Three: High quality service delivery ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],Expected outcome: Action priority Four: Structured service design and deployment © 2011 - All rights reserved Noventum Service Management Consultants Ltd. Warranty Services Availability Services Product Support Services Price (€) Volume 100 53 6,8 10,0 5,7 8,3 Plus Basic 92 142 1,6 2,2 Premium Cost Margin Cost Margin Service Propositions Standard Options Unaddressed market space
Final Business Case Service proposition development and deployment blue print Launch and monitor during early life Deploy for Service Life Cycle Management. Action priority Four: Structured service design and deployment. ,[object Object],[object Object],© 2011 - All rights reserved Noventum Service Management Consultants Ltd. Warranty Services Availability Services Product Support Services
Audit and recommendations Assistance in change management and project management Assistance to Redesign Assistance to roadmap Assistance to Pilot Assistance to qualify Assistance to deploy Awareness and Education Action priority Four: Structured service design and deployment ,[object Object],[object Object],[object Object],Knowledge Driven Services Experiences Driven service Transformations services
Key Finding priority Five: More remote support ,[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]
We are specialised in Strategic Service Management
Some of our clients © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
Research Survey: Low Cost Service Delivery Models © 2011 - All rights reserved Noventum Service Management Consultants Ltd. ,[object Object],[object Object],[object Object],On Site Self Service Exchange Costs 5% 100% (80%) 40% Bench Repair 60% Supported Self Service 20% Rough estimate of cost levels, exclusive of parts
Thank you ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Oracle Noventum Complimentary Breakfast: Service et Croissance Profitable November 17, 2011

  • 1. Comment générer une croissance profitable par le Service ? Etude sur la Valeur Ajoutée  du Service Michel Burckart et Christian Brigode © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
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  • 3. About Noventum Long Term Partnerships with clients Service Specialist 70+ Consultants World-Wide Delivering Experience Private Equity Mergers & Acquisitions Service Innovation © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
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  • 6. Source: Noventum’s Manufacturing Survey 2010 High Value Service Business = Corporate Value Service value add as a corporate value
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  • 11. Maturity Levels in Services Action priority Two : High value service propositions. Transformation services Long term risk and benefit sharing. Transform the company business by putting the service as the hart of the value proposition. . Warranty Services Availability Services Product Support Services Knowledge Driven Services Experience Driven Services Type of Business Cost Centre Cost Centre + Profit Centre Business centre Long term strategic partner Business Objectives Repair / replace the product Make sure the customer is satisfied with the product and will repurchase Make sure the customer perceive the benefits of the product and the service Provide the customer with high value added services, driven by knowledge of customer & technology Support the customer strategic and operational business objectives.
  • 12. Key Finding priority Two : High value service propositions. Value created through service Joint Companies. Type of Customer Relationship Vendor Solution provider Trusted Advisor Strategic Business Partner Feature Driven Brand Driven People Driven Warranty Services Availability Services Product Support Services Knowledge Driven Services Experiences Driven service Transformations services
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  • 19. We are specialised in Strategic Service Management
  • 20. Some of our clients © 2011 - All rights reserved Noventum Service Management Consultants Ltd.
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Notas del editor

  1. I have tried a different approach to avoid standard text+picture one
  2. Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services
  3. Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services
  4. The development of a proposition consists of designing the diffferent elements. Butthe development of services takes longer than a year.