5 Critical Success factors to successful Service Transformation (12 july, 2011)

1. Steve Downton & Hilbrand Rustema 12 thJuly 2011 2011 - All rights reserved Noventum Service Management Consultants Ltd. WEBINAR To determine the 5 Critical Success factors to successful Service Transformation

2. HILBRAND RUSTEMA

Partner

16:00 Welcome & Webinar logistics

Introduction

16:20 What are the Five Critical success factors to Service Transformation

17:00 Questions & Answers

17:25 What is Next?

17:30 Closing

2011-All rights reserved by Noventum Service Management Consultants Ltd 5. What we do Be perceived by your customers as an innovative sustainable organisation Brand Experience Customer Feedback New Services Service Capabilities & Performance Career Development IT Solutions Sustainability ProgrammesEnhance the branded customer experience Improve customer satisfaction and loyalty Generate more revenue from existing customers Develop services that meet customers expectations Enablegrowth and delivery of new processes Improve process quality within your organisation Improve process effectiveness of your service delivery Improve people effectiveness across the service business Quickly reconfigure our service processes and adapt your organisation Improve sustainability within your company Reduce your ecological footprint Service Strategy Transformation Programmes Performance Scans Market Research 6. Some of our clients 2011 - All rights reserved Noventum Service Management Consultants Ltd. 7. Facts about the Service Business

High income countries:

70% of GDP is service business

87% of growth was generated with services

Manufacturing Industry:

2011 - All rights reserved Noventum Service Management Consultants Ltd. Source: Noventums Manufacturing Survey 2010 8. Service Business Driven by 2011 - All rights reserved Noventum Service Management Consultants Ltd. 9. How is value created with services? Type of services Source of Differentiation Product + Availability + Knowledge+ Experiences Added Value 2011 - All rights reserved Noventum Service Management Consultants Ltd. Price Features People Brand 10. Companies face various service business challenges for which they need to transform their service

Growth

Enhance the brand experience

Improve customer satisfaction and loyalty

Improve the customer experience

Generate more revenue from existing customers

Continuously develop service processes to meet customer expectations

Enable growth and delivery of new processes

Productivity

Improve process quality within your organisation

Improve people effectiveness across the service business

Improve effectiveness and efficiency of your service delivery

Quickly reconfigure our service processes and adapt our organisation

Sustainability

Improve sustainability within your company

Reduce your ecological footprint

Be perceived by your customers as an innovative sustainable organisation

Introduction

17:25 What is Next?

17:30 Closing

Partner

Service Transformation; Why?

2011 -All rights reserved by Noventum Service Management Consultants Ltd 15. 2011 - All rights reserved Noventum Service Management Consultants Ltd. International Survey of Complex High Tech Companies To determine the 5 Critical Success factors to successful Service Transformation 16. A Number of High tech Companies including: 2011 - All rights reserved Noventum Service Management Consultants Ltd. 17. HOW TO ACHIEVE SERVICE TRANSFORMATION 2011 -All rights reserved by Noventum Service Management Consultants 18. 2011 - All rights reserved Noventum Service Management Consultants Ltd. 19. Get closer to key customers to understand and address their challenges 2011 - All rights reserved Noventum Service Management Consultants Ltd. 20. Strengthen the service propositions with high value adding services 2011 - All rights reserved Noventum Service Management Consultants Ltd. 21. Focus on high quality service delivery 2011 - All rights reserved Noventum Service Management Consultants Ltd. 22. Use a systematic service design and deployment process to achieve consistent, reliable, repeatable and sustainable solutions 2011 - All rights reserved Noventum Service Management Consultants Ltd. 23. Establish more effective remote support to reduce cost, enabling the next generation of remote services 2011 - All rights reserved Noventum Service Management Consultants Ltd. 24. 2011 -All rights reserved by Noventum Service Management Consultants Ltd POLL QUESTION 25. 2011 - All rights reserved Noventum Service Management Consultants Ltd. 26. 2011 - All rights reserved Noventum Service Management Consultants Ltd. 27. 2011 - All rights reserved Noventum Service Management Consultants Ltd. 28. Summary and conclusion 2011 - All rights reserved Noventum Service Management Consultants Ltd. The Top 5 Critical Success Factors they used to achieve successful service transformations: 1. Get closer to key customers 2. Strengthen service propositions 3.Focus on high quality service delivery 4. Use a service development process 5.Establish more effective remote support 29. Agenda

Introduction

17:25 What is Next?

17:30 Closing

2011-All rights reserved by Noventum Service Management Consultants Ltd 30. POLL 2011 -All rights reserved by Noventum Service Management Consultants Ltd 31. QUESTIONS& ANSWERS 2011 -All rights reserved by Noventum Service Management Consultants Ltd 32. Agenda

Introduction

17:25 What is Next?

17:30 Closing

2011-All rights reserved by Noventum Service Management Consultants Ltd 33. How to? 2011 - All rights reserved Noventum Service Management Consultants Ltd. Reduce risk? Increase speed? Sustain results? 34. Service Capability & Performance Programme 2011 - All rights reserved Noventum Service Management Consultants Ltd. Get involved & learn from others Get involved and learn from others Benchmark Performance Career Development Getting expert advice Service Capability Strategic Advisory Service Performance Career Development 35.

How to Transform Your Service Business?

Virtual Roundtable case studies

6th September

Do we need standards in the services industry?

Live Roundtable during theNoventum Regatta

15 September

Vinkeveen, Netherlands

Download the Service Transformation research report: The 5 Critical Success Factors in Service Transformation

www.noventum.eu

What is next? 2011 - All rights reserved Noventum Service Management Consultants Ltd. 36. Sign up for theService Capability & Performance Programme 2011 - All rights reserved Noventum Service Management Consultants Ltd. Service Capability Service Performance Service Advisory Career Development 20 FTE Programme LicenseService Industry Benchmark Annual Service Operations Scan SCP community conference package + 20 FTE License Continous Service Performance Monitoring Continuous StrategicAdvisoryCorporate Training Programmes IndividualmembershipCorporate Membership Starter Package Corporate Member Enterprise License * In collaboration with local AFSMI chapters 37. Agenda 2011 -All rights reserved by Noventum Service Management Consultants Ltd 16:00 Welcome & Webinar logistics Introduction 16:20 What are the Five Critical success factors to Service Transformation 17:00 Questions & Answers 17:25 What is Next? 17:30 Closing 38. Closing

Ask questions:

Webinar session will remain open for another 15 minutes

Please fill out the post-webinar survey Anonymous results will be shared with

Link to recording and presentation will be sent to you

We may call you to discuss challenges, which may be fed into SCP Programme

Noventum Contacts:

Steve Downton[email_address]

Phone : +44 7836 225529

Hilbrand Rustema:[email_address]

Phone +31 615 011263

Noventum :www.noventum.eu