a great idea So you have Growing your business with new services

So you have
a great idea
What do you do with it?
Growing your business
with new services
A Service Innovation Project
22 September - 22 October, 2014
Hannover, Germany
what
do great companies do?
Great companies invest time, effort and money, with the purpose of
increasing the value they offer to their customers. It is no secret that
manufacturing companies that are successful in new service
development, grow 5-10% faster than the average in their industry. And
it is no coincidence that 87% of growth over the past three decades has
come from within the service business.
anyone
can have great ideas.
The real challenge however is not coming up with ideas but rather
implementing them successfully. This Service Innovation Project is a
knowledge-driven project based on your questions and company
problems, which will give you all the knowledge, insight and practical
tools to help you develop new service propositions that take your service
business to the next level.
This Service Innovation Project has the duration of a month and it is under the umbrella of the Service
Innovation Programme. That means that by participating in a Service Innovation Project you immediately gain
access to the knowledge we gain through our Research Projects, as well as insights into best practices and
SCP - Service Industry Standards.
The breakthrough value of the Service Innovation Project is that by participating you:
• Get a clear understanding of your company’s performance through the Self-assessment
• Realise your challenges and make them more explicit
• Get a practical plan, during the Breakthrough Session, of how to address your challenges
• Can then share the knowledge and become an inspiration for your colleagues to drive change in your
organisation.
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The Service Innovation Programme
2014 - Q3
Four Service Innovation
Projects per year:
Two Research Projects:
SCP - Service Industry
Standards:
Growing
your business
with new
services
2015 - Q1
World-class
Remote
Services
Growth readiness
in the manufacturing
industry
2015 - Q3
Boosting
Service
Sales
A knowledgedriven
service
organisation
Service strategies
for the Fourth Industrial
Revolution
Component based access
available at your convenience
Growing your business
with new services
22 September - 5 October: Self-Assessment
CLICK
HERE
8 & 9 October: Breakthrough Session
22 October: Best Practice Report
Click here to find out more about the
Service Innovation Programme
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A high level roadmap
to Successful New Service
Development
This Service Innovation Project will equip you for the following:
New Services
Identification
Understand your customers’ value perception and value
chain to define economic opportunities
Develop a future vision & strategy for the service business
and generate companywide commitment
Define the proposition portfolio and (re)design the service
business model
Services
Deployment
Develop the propositions and service factory, including
marketing, sales and delivery models
Pilot and early lifecycle deployment, taking corrective
actions in the process
Trigger “full life” and manage global deployment up until
end of life and portfolio withdrawal
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The Project
The Service Innovation Project covers all the above steps, from ideation
to deployment and provides you with:
> Insights into your company’s new service development capability and
concrete improvement opportunities
> All the knowledge, practical tools and experience needed to
successfully initiate the innovation of your service portfolio by
developing new service propositions
Who
is this
Project for?
The Project’s
Programme
The Service Innovation Project is for Managers and Directors of
Service Businesses that operate in Manufacturing, Energy,
Healthcare, ICT, Consumer Goods and Financial Services.
22/09 - 05/10
Self-Assessment, providing you with insights into your
company’s capabilities, with regards to successful new service
development, uncovering concrete improvement opportunities
and suggestions for next steps.
08/10 - 09/10
2-day Breakthrough Session, during which all participants
come together and benefit from experience sharing with peers,
industry leaders presenting their case, as well as insights into
best practices and SCP - Service Industry Standards provided
by Noventum Service Management experts.
22/10
Best Practice Report, including all presentations and a
summary of the best practices identified during the 2-day
Breakthrough Session, enriched with background information
and suggestions for further reading.
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The Self-Assessment
> An on-line survey which takes about 15 minutes to complete
> Resulting in a company specific report directly in your inbox, revealing
improvement opportunities and concrete suggestions for next steps
Customer
Journey
Customer
Experience
Management
Customer
Value
Management
4
3
2
Company
Value
Management
1
People
Management
0
Delivery
Model
Business
Model
Best Practice
Your Company
Marketing
& Sales
Model
Service
Proposition
Sample figure
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The 2-Day Breakthrough Session
AGENDA DAY 1
New Services Identification
October 8th, 2014
09:10 Day Opening: How successful companies drive profitable
growth through the development of new services.
Speaker: Jan van Veen, Partner, Noventum
09:40 Challenges in new service development, the experience
of a manufacturer
Speaker: Guest Speaker, TBD
10:00 Q&A related to guest speaker’s presentation
10:30 10 minute Coffee Break
10:40 Break-out Session: Identifying opportunities
for new services
> How to discover your customers’ intangible needs
> How to identify economic opportunities through value
chain analyses and develop a compelling business case
12:00 Networking Lunch & Ricoh Deutschland GmbH - FOL Tour
An exclusive look in “Ricoh’s kitchen”!
Tour at Ricohs’ Service Lines, Ricoh
Consultancy Services & Ricohs’
Workshop/Warehouse
14:00 Break-out Session: Making new services part of
your business model
> How to align the future vision and strategy of service business
with the rest of the organisation
> Managing the impact that deploying new services has on
the organisation and how to manage the risk
15:30 20 minute Coffee Break
15:50 Changing the mindset and start growing the service
business, the experience of a manufacturer.
Speaker: Guest Speaker, TBD
16:10 Q&A Related to Guest Speaker’s Presentation
16:40 Day Closing: Key takeaways
Speaker: Hilbrand Rustema, Managing Director, Noventum
17:00 Cocktail Hour & Executive Dinner
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The 2-Day Breakthrough Session
AGENDA DAY 2
Services Deployment
October 9th, 2014
09:10 Day Opening: Achieving profitability, scalability and
consistency through standardisation:
Building a Service Factory.
Speaker: TBD, Noventum
09:40 Piloting new services with customers:
A best practice example
Speaker: Guest Speaker, TBD
10:00 Q&A Related to Guest Speaker’s Presentation
10:30 30 minute Coffee Break
11:00 Break-out Session: Managing the proposition
development process
> How to manage the proposition design process using
a stage-gate approach
> How to co-construct new service propositions
with your customers
12:40 1 hour Networking Lunch
13:40 Break-out Session: Design and management of new
services sales and delivery
> How to design and manage the service sales organisation
> How to design and manage the service delivery organisation
15:20 Day Closing: Key takeaways
Speaker: Jan van Veen, Partner, Noventum
15:40 Closing drinks
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Gain insights into the SCP-Service
Industry Standards
The SCP-Service Industry Standards Best Practice library of
components give full operational descriptions of all aspects of running a
best in class service business. These aspects include:
> Management Practices
> Processes
> Performance Metrics
> People Competencies and
> IT Functional requirements / Master Data
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Speakers
Jan van Veen, Partner, Noventum
Jan van Veen is an entrepreneurial, commercially focused and innovative
Service Management Consultancy Professional with the unique skills and
expertise to catalyse the services business of an international technology
focused organisation, driving innovation and profitable growth through services.
Working as partner at Noventum for more than 8 years, Jan van Veen has lead
across numerous successful and international service transformation
programmes accelerating innovation, growth, profit and customer engagement.
Hilbrand Rustema, Managing Director, Noventum
Hilbrand Rustema is the founder and Managing Director of Noventum, prior to
that he was a senior manager with Deloitte Consulting. During the last 20 years
Hilbrand has advised leading service companies in the area of Brand Driven
Service Strategies, Performance Management, Mergers & Acquisitions,
Customer Insight Research, Service Proposition Development, Customer
Experience Management, Customer Feedback Management, Global Service
Delivery Standardisation, People Development, and Sustainability Strategies.
Thomas Kaufmann, Productmanager Services, Endress + Hauser
Messtechnik GmbH + Co. KG
Thomas Kaufmann studied physics at the University of Duisburg-Essen and
Marketing at the Hogeschool voor Economie en Management of Utrecht. He
has more than 15 years experience in plant engineering, process
instrumentation and automation in various industry sectors. Since 2004 he is
responsible for the product management of added value services and life cycle
management in the process industry in the marketing division at
Endress+Hauser Messtechnik GmbH & Co. KG, Weil am Rhein. One of his main
focus is in the cross-process and transnational development and
implementation of new services and service sales concepts.
Thomas Braams, Director Technical Service, Ricoh Deutschland GmbH
More information will be available soon
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How you can Participate
You can benefit from the Service Innovation Programme throughout the year,
with a Corporate or Individual Programme, or you can select to limit your
participation to a single Service Innovation Project.
Corporate Programme
Service Innovation Project
> A Strategic Consultation with
one of our consultants
Optional:
> In-company Strategy Workshop
> Access to the SCP - Service
Industry Standards
> Training Programmes
> Participation in ONE
Service Innovation Project
including:
> ONE Self-Assessment
> ONE 2-day Breakthrough
Session
> ONE Best Practice Report
> Unlimited personal participation
in Service Innovation Projects
including:
> ALL Self-Assessments
> ALL 2-day Breakthrough
Sessions
> ALL Best Practice Reports
> Multiple participants at multiple
Service Innovation Projects
including:
> ALL Self-Assessments
> ALL 2-day Breakthrough
Sessions
> ALL Best Practice Reports
> Unlimited Participation in
Research Projects
> Free Summaries of Findings
> Unlimited Participation in
Research Projects
> Free Full Report of Findings
> Unlimited Participation in
Research Projects
> Free Full Report of Findings
Individual Programme
€1495 per Project
CLICK
HERE
€4750 per Year
Upon Request
Click here to find out more about the Service Innovation Programme
Contact
With offices all over the world and a talented team of Senior Consultants
at your disposal, Noventum is uniquely positioned to help you become a
Service Innovator. To learn more about the company visit our website.
For more information, or to discuss your participation possibilities, please
feel free to drop us a message on [email protected] or give us a call.
France
Phone number: +33 170 614 827
Germany
Phone number: +49 211 955 899 50
Italy
Phone number: +39 029 296 34 91
Cyprus
Phone number: +357 22 0300 72
The Netherlands
Phone number: + 31 297 566 241
Spain
Phone number: +34 91 0800410
The United Kingdom
Phone number: +44 20 33 556 667
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Event Location
Ricoh Deutschland GmbH
Vahrenwalder Strasse 315
30179 Hannover Germany
www.ricoh.de
October 8th & 9th
Arrivals: 08:45 - 09:00
Sessions begin: 09:10
Proposed Hotel
Ibis, Vahrenwalder Straße
€ 60,00, incl. Breakfast (Ricoh Rate)
http://www.accorhotels.com/de/hotel-3365-ibis-hannover-city/index.shtml
>> 10 minutes to Ricoh by tram
>> 10 minutes to main station and city centre by tram
Pre-event Informal Dinner (Optional)
Exact Location TBD
Hannover, Germany
October 7th
Arrivals: 19:15-19:45
Dinner begins: 20:00
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