valley café january 30-01-2014: made to serve #1
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ServitisationMade to serve #1
Bart Nieuwenhuis
Services Valley Café
• Made to Serve #1– Bart Nieuwenhuis
• Made to Serve #2– Bart Nieuwenhuis
• Canon Business Services– Willem Boijens
Servitisation: What?
• Redefinition of the “product offering”: from focus on the “hard core” to a focus on “solving the problem of the customer”
• From the manufacturing core to the augmented products
• Servitisation is more than adding traditional service elements such as transportation, installation.
Production Systemdelivering products
13 maart 2013 Maatschappelijk Ondernemen 4
Product-Service Systemdelivering capabilities
13 maart 2013 Maatschappelijk Ondernemen 5
13 maart 2013 Maatschappelijk Ondernemen 6
K lik om de tekststijl van het model te bewerkenTweede niveau
Derde niveauVierde niveau
Vijfde niveau
The augmented product (Van Dierdonck, 2010)
Hardware coreTraditional components of customer service:• installation• after-sales service• repair• payment arrangements
Service in the broad sense:solution of the customer’s problem
The opportunities for services
John Deere iGuide system (2007)
Uses GPS technology to automatically shift the steering pattern of the tractor to compensate for implement drift
Health and Usage Monitoring Systems
Use sensors on equipment to detect repair and overhaul requirements
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Mud Jeans
RAU asks Philips for ‘hours of light’
CIO Philips Jeroen Tas: “Transition of Philips into connected and real time business”
Strukton: pitch for a 20-year revitalization of the area
Public Private Partnerships for urban management and a safe public space. The city doesn’t run the school, but pays for access to education for the local children.
Threadless: The Customer is the Company• Threadless rethought the relationship with the
customer. Customer end up playing a critical role across all its operations
• Small very successful company in Chicago designing and selling T shirts
• Community of customers who may make their own design
• Members of the network submit their ideas and then voted on which ones they liked best.
• Site became a community center where they blogged, chatted about designs, and bought T shirts.
• Company realized high margins; little/no overstock
Questions?
Services Valley Networking
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