business model for critical engineering services
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Critical Service SupportAn Business Model for Critical Uptime Engineering
Supporting customers with an engineering-led support service focused onmaintaining resilience within critical environments
© Critical Service Support Ltd. 2011. All rights reserved.
2
Bu
sin
ess
mo
del
PARTNER NETWORK
KEYACTIVITIES
OFFER CUSTOMERRELATIONSHIPS
CUSTOMERSEGMENTS
KEYRESOURCES
DISTRIBUTIONCHANNELS
COST STRUCTURE REVENUE STREAMS
Who are the customers?
How do we deliver the product or service to the
customer?
What kind of customer
relationship will we have?
How do we get paid?
What resources do we need to deliver this? What assets
are required?
What are activities to deliver service?
What are the costs to provide the product or
service?
Who will assist us in delivering the
product or service?
What business offer are we making?
Critical Service SupportAn Overview of Critical Uptime Engineering
3
Bu
sin
ess
mo
del
PARTNER NETWORK
KEYACTIVITIES
OFFER CUSTOMERRELATIONSHIPS
CUSTOMERSEGMENTS
KEYRESOURCES
DISTRIBUTIONCHANNELS
COST STRUCTURE REVENUE STREAMS
Who are the customers?
How do we deliver the product or service to the
customer?
What kind of customer
relationship will we have?
How do we get paid?
What resources do we need to deliver this? What assets
are required?
What are activities to deliver service?
What are the costs to provide the product or
service?
Who will assist us in delivering the
product or service?
What business offer are we making?
Critical Engineering Support.
Delivered through stand-alone business unit to provide bespoke independent and unbiased technical solutions to customers who have critical environments to be maintained.
Critical Engineering Support.
Delivered through stand-alone business unit to provide bespoke independent and unbiased technical solutions to customers who have critical environments to be maintained.
Partnership
Strong relationship and trusted by customer to manage critical operations.
Partnership
Strong relationship and trusted by customer to manage critical operations.
FinanceFinance
CommercialCommercial
Through existing customers
Through existing customers
Critical uptime engineering
Critical uptime engineering
Compliance, carbon & energy
Compliance, carbon & energy
Tech. resourceTech. resource
Specialist suppliers
Specialist suppliers
Management & engineering team
Management & engineering team
Contract revenue; embedded or through variation
Contract revenue; embedded or through variation
On cost plus basis as required by customer
On cost plus basis as required by customer
HelpdeskHelpdesk
Compliance & audit team
Compliance & audit team
Training of key resource
Training of key resource
Media, ISPs & Communications
Media, ISPs & CommunicationsR3R3
Support methodology
Support methodology
Investment to secure future work or innovation
Investment to secure future work or innovation
To support bids for new contracts
To support bids for new contracts
DefenceDefence
GovernmentGovernment
CoLo / Tech.CoLo / Tech.
Cost Cost
Process drivenProcess driven
Health, Safety & Environment
Health, Safety & Environment
Training organizations
Training organizations
Industry accreditation
Industry accreditation
Analytical toolsAnalytical tools IT IT
Critical Service SupportAn Overview of Critical Uptime Engineering
4
Un
iqu
e se
llin
g p
oin
ts
PARTNER NETWORK
KEYACTIVITIES
OFFER CUSTOMERRELATIONSHIPS
CUSTOMERSEGMENTS
KEYRESOURCES
DISTRIBUTIONCHANNELS
COST STRUCTURE REVENUE STREAMS
Who are the customers?
How do we deliver the product or service to the
customer?
What kind of customer
relationship will we have?
How do we get paid?
What resources do we need to deliver this? What assets
are required?
What are activities to deliver service?
What are the costs to provide the product or
service?
Who will assist us in delivering the
product or service?
What business offer are we making?
Critical Engineering Support.
Delivered through stand-alone business unit to provide bespoke independent and unbiased technical solutions to customers who have critical environments to be maintained.
Critical Engineering Support.
Delivered through stand-alone business unit to provide bespoke independent and unbiased technical solutions to customers who have critical environments to be maintained.
Partnership
Strong relationship and trusted by customer to manage critical operations.
Partnership
Strong relationship and trusted by customer to manage critical operations.
FinanceFinance
CommercialCommercial
Through existing customers
Through existing customers
Critical uptime engineering
Critical uptime engineering
Compliance, carbon & energy
Compliance, carbon & energy
Tech. resourceTech. resource
Specialist suppliers
Specialist suppliers
Management & engineering team
Management & engineering team
Contract revenue; embedded or through variation
Contract revenue; embedded or through variation
On cost plus basis as required by customer
On cost plus basis as required by customer
HelpdeskHelpdesk
Compliance & audit team
Compliance & audit team
Training of key resource
Training of key resource
Media, ISPs & Communications
Media, ISPs & CommunicationsR3R3
Support methodology
Support methodology
Investment to secure future work or innovation
Investment to secure future work or innovation
To support bids for new contracts
To support bids for new contracts
DefenceDefence
GovernmentGovernment
CoLo / Tech.CoLo / Tech.
Cost Cost
Process drivenProcess driven
Health, Safety & Environment
Health, Safety & Environment
Training organizations
Training organizations
Industry accreditation
Industry accreditation
Analytical toolsAnalytical tools IT IT
Critical Service SupportAn Overview of Critical Uptime Engineering
5
Unique selling points
Critical Service SupportAn Overview of Critical Uptime Engineering
CriticalUptime
Engineering
R3
ProcessDriven
Analyticaltools
XXX will construct a service offering based on an understanding of the electrical and mechanical infrastructure and component assets along with the technical competency of the engineering resource and supported by leading QHSE and operating processes.R3© is the combination of three parts of our maintenance offering; the skills of the engineering resource, the technology that drives them and the processes that ensure the most efficient utilisation of their time. Together, this ensures we get the right thing, completed in the right way in the right timescales.Strong engineering support requires tried, tested and validated processes to manage and control the complex and multiple interfaces we have with the critical environment. With processes built from the bottom up around critical installations, XXX have an established framework that can be applied to meet all customer requirements.Within XXX, it is essential for us to have a robust set of analytical tools in place to support our ongoing performance. With tools available, such as thermography, acoustic monitoring, six-sigma, carbon and energy monitoring and SPOF analysis, operational risk can be reduced significantly.
Critical Service SupportAn Overview of Critical Uptime Engineering
Supporting customers with an engineering-led support service focused onmaintaining resilience within critical environments
© Critical Service Support Ltd. 2011. All rights reserved.
Thank [email protected]
07983 578485 (Chris Payne)