SDCN13 -Day2- From Products to Services by Paul Thurston & Andy Mudie

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From Products to Services by Paul Thurston & Andy Mudie - PDR/Nuaire What happens when a traditional product business ventures into the world of service provision? To better understand the value of service design in traditional manufacturing businesses PDR set out to build a support programme that would stimulate the local economy and help businesses build a service design capability. Nuaire are one company that have benefited from this programme and will jointly present a recent project with PDR, providing insight into the value of service design from an established manufacturing business.

Design Business

PAUL THURSTON
Head of Service Design
at PDR

ANDY MUDIE
Marketing Director
at Nuaire

@p_thurston

andy.mudie@nuaire.co.uk

PDR is a world-class
research unit based
at Cardiff Metropolitan
University

We deliver
commercial projects,
funded programmes
and cutting-edge research
across 8 research groups

This is a story about
service design in a product
focused SME manufacturing
business.

Nuaire is a private equity backed
company since 2004.
Currently ~ £50M Turnover
We employ over 420 people
Manufacturing in Caerphilly, South Wales
Multiple International sales locations

Initial benefits are linked to our high growth areas;
Gaining market share in residential ventilation.
‘Ventilation per dwelling’ increases rapidly on new build.
Delivering products and services that will make a
difference to housebuilders.
What services do national housebuilders need from a
manufacturer like us?

Traditional view of ‘service’?
- People default to ‘customer service’ and a
call centre.
- Next service association is to after sales
or maintenance.
- People can move from products to
services.

But we put £3m
‘at risk’ by not
focusing on
services

Nuaire
Eliminate the risk
Innovative products
First time & every time
Lowest total installed cost.
Vent Axia
Largest, most comprehensive choice
Understand our customers
How they live and work
Comfortable and straightforward as possible.
Best in the industry.

Innovation in
product

Innovation in
service

Company
Unique Service

Service

Service Plan

Product performance tool

Product selector tool

Information on products

Building service

Specialized MVHR products

Local contacts/sales reps

Local stockists

Showroom

FAQ’s/Glossary

Loyalty Scheme for installers

On-line planning tool

Technical support service

Paid BPEC course

Free BPEC course

Training courses

Building regulations advice

Online shopping service

Social media for technical support

Free filter replacement service

Social media for comms

Video of MVHR system

Online payments

Commissioning service

Delivery service

Installation service

Quotation service

Request a brochure

Downloadable brochures

Product information pages

Diverse product range

Paid design service

Free design service

Guarantee

Service Attribute

MVHR SERVICE PROVISION: COMPETITIVE ANALYSIS

Solarcrest

DEALEC

Airflow

Green Building Store

Tinton

Polypipe

VentAxia

Paul

Nuaire

Worcester BOSCH

Solo Installers

Itho
created by: www.pdronline.co.uk

“I’ve been doing these wrong for
years, f**k knows what’s coming out
of the systems i’ve installed”
Independent ventilation installer

Protecting £3m
Up to £2M of ‘fans’
Now more than £4M on new units
Sales potential 100% increase with
ancillaries
All from reviewing ‘Service’ too

Protecting £3m
But, we are now close to £5m

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