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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.
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FROM PRODUCTS TO SERVICES
PAUL THURSTONHead of Service Design
at PDR
@p_thurston
ANDY MUDIEMarketing Director
at Nuaire
SME
private sector employment in UK
59%
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
“From £50 fans to £1000 installs”
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 TurnoverWe employ over 420 peopleManufacturing in Caerphilly, South WalesMultiple International sales locations
Nuaire
What is service design to Nuaire?
There’s no R&D team for services
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 onservices
Basics first
Basics first
NuaireEliminate the riskInnovative productsFirst time & every timeLowest total installed cost.
Vent AxiaLargest, most comprehensive choiceUnderstand our customersHow they live and workComfortable and straightforward as possible. Best in the industry.
Innovation in product
Innovation inservice
Free
des
ign
serv
ice
Paid
des
ign
serv
ice
Div
erse
pro
duct
ran
ge
Prod
uct i
nfor
mat
ion
page
s
Dow
nloa
dabl
e br
ochu
res
Requ
est a
bro
chur
e
Quo
tatio
n se
rvic
e
Inst
alla
tion
serv
ice
Del
iver
y se
rvic
e
Com
mis
sion
ing
serv
ice
Onl
ine
paym
ents
Vide
o of
MVH
R sy
stem
Soci
al m
edia
for
com
ms
Free
filte
r re
plac
emen
t ser
vice
Soci
al m
edia
for
tech
nica
l sup
port
Onl
ine
shop
ping
ser
vice
Build
ing
regu
latio
ns a
dvic
e
Trai
ning
cou
rses
Free
BPE
C c
ours
e
Paid
BPE
C c
ours
e
Tech
nica
l sup
port
ser
vice
On-
line
plan
ning
tool
Loya
lty S
chem
e fo
r in
stal
lers
FAQ
’s/G
loss
ary
Show
room
Loca
l sto
ckis
ts
Loca
l con
tact
s/sa
les
reps
Spec
ializ
ed M
VHR
prod
ucts
Build
ing
serv
ice
Info
rmat
ion
on p
rodu
cts
Prod
uct s
elec
tor
tool
Prod
uct p
erfo
rman
ce to
ol
Serv
ice
Plan
MVHR SERVICE PROVISION: COMPETITIVE ANALYSIS
Solarcrest
DEALEC
Airflow
Green Building Store
Tinton
Polypipe
VentAxia
Paul
Nuaire
Worcester BOSCH
Solo Installers
Itho
Company Serv
ice
Attr
ibut
e
Service
Unique Service
Gua
rant
ee
created by: www.pdronline.co.uk
“From £50 fans to £1000 installs”
“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 unitsSales potential 100% increase with ancillariesAll from reviewing ‘Service’ too
Protecting £3mBut, we are now close to £5m
Products to service to product
Thanks.Questions?
