Benchmarking The Next Step in Service Excellence "Success in the Future of Smart Services"

The Next Step in Service Excellence

Only a few years ago, services were supposed to be only a cost factor or at the utmost a supporting function for the “real” business, the product-related business. Nowadays, services have become an important factor for strategic differentiation and a driver for growing revenues, as a vast number of examples show. Service Excellence has thus become key for overall success.

Service departments of manufacturing companies have to keep pace with technological advancements. Currently the hottest trend for successful services are the so called "smart services" or "remote services" that are enabled by data gathered from the installed base in the field.

Smart services...

... are offered as a combination of physical and digital services on the basis of connected products
... are data-based, i.e. there must be a component of data use in the delivery of the service
... are also known as and include remote services, remote support, teleservices, e-services, condition monitoring as well as many others

While the technological side of smart services is well developed in many cases, companies often struggle to economically take advantage of their services. Key success factors for establishing a sustainable and economically profitable Smart Service business are to have the right knowlege about needed resources and capabilities to address a customer's competitive priorities, formulating the right smart service solutions, creating as well as selling them and being able to overcome existing barriers to the introduction and offering of smart services. Innovative forms of partnering become crucial for the strategic positioning in value creating networks.

➤ Download Benchmarking Brochure

Smart Service Seminar

ITEM-HSG offers a smart service seminar that will take place at the University of St.Gallen in Switzerland on September 2nd.

The objectives of the seminar are to deepen your understanding for the offering of smart services by manufacturing companies, to derive individual implications from the benchmarking results and to establish connections between participants leading to a lasting network of experts.

Building on the descriptive findings contained in the report each benchmarking participant receives, ITEM-HSG analyses the data deeper for more comprehensive insights. Contents of the seminar will be:

Presentation of a successful practice case from the benchmarking
Reflection of top-learnings from the benchmarking as well as augmenting research
Discussion of the results and future trends for smart services among attending experts
Workshop to derive valuable insights and individual implications for your business

During the seminar you will be able to have in-depth discussions with the participants from research and industry.Thus, you will be able to connect with some of the leaders in the field of smart services and grow your personal network.

For all participants of the 2015 benchmarking "Success in the Future of Smart Services", the cost of participation in the seminar will be a reduced price of CHF 300 (excl. VAT) instead of CHF 590 (excl. VAT).

➤ Download Seminar Brochure

Objectives of the Benchmarking

Accordingly, the objectives of the benchmarking "Success in the Future of Smart Services" are...

... to provide a benchmark on the state of the art in offering smart services,
... to identify successful strategies, concepts and methods in managing smart services, and
... to identify Successful Practice Companies offering smart services.

Benefits of the Benchmarking

All participants of the survey will receive a personalized and detailed report of the survey. As participant, this report will enable you to...

... compare your own smart service business with other successful practices,
... identify shortcomings and improvement potentials in your service organization, and to
... get to know the most successful strategies and practices of offering smart services.

Are you interested in the benchmarking results without taking part in the survey? You can get a non-personalized report for CHF 290. Simply fill out the form below.

Confidentiality

All data will be treated confidentially by the University of St.Gallen and will not given to third parties (including the financing consortia partners).

About ITEM-HSG, Intellion and Aalto University

The Institute of Technology Management of the University of St.Gallen is a reliable and indepent partner with more than 15 years of experience planning and conducting international benchmarking projects. Different than other benchmarking provides, we consider besides detailed quantitative data analyses also qualitative data analyses. Our target is to generate new scientific insights, transfer them into industry practice and thus create added value for our industry partners.

Intellion provides innovative system solutions with a focus on increasing operative productivity of production logistics. Its services division provides consulting services for value chain tuning, lean automation as well as smart products and services.

The Aalto University School of Science, Service Engineering and Management Research Group are research partners for this project providing valuable insights and expertise.

Registration

If you are interested in participating and have not yet received a personalized link to the questionnaire, please fill out the following contact form. We will then send your personalized link right to you.

If you are interested in the Smart Service Seminar or the non-personalized report, please leave your address below!