Success factors and potentials of industrial services

der Universität Passau Success factors - Non-financial performance Non-Financial Performance Service Business Risk assessment & KPIs Service orientati...

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Centrum für Marktforschung der Universität Passau

Success factors and potentials of industrial services 2. Südböhmisch-Niederbayerischer Transferkongress

Dr. Stefan Mang Centrum für Marktforschung 19.09.2018

Centrum für Marktforschung

Centrum für Marktforschung der Universität Passau

Industrial Services

Globalization and competitive markets force traditional manufacturers to seek new ways for growth or differentiation. => Manufacturing companies add industrial services to their product range => This is called servitization

Wide range of services: Maintenance, assembling, customer-specific development, process optimization, financing models etc.

Centrum für Marktforschung der Universität Passau

Challenges



Knowledge in design and management of industrial services are crucial for success especially for SMEs.



Developing, producing and marketing industrial services result in changes within different business areas. International studies (e.g. ESIC Report) show that many companies need to implement these changes in a first step.

Key questions: • Which internal capabilities are relevant in the servitization context? • How do these capabilities affect performance in the service business? • How can the development be measured continuously?

Centrum für Marktforschung

12 internal capabilities

der Universität Passau

• Defined service strategy • Services as part of corporate strategy Pricing of services

• Personal and longterm relationships with servicecustomers • Knowledge about customer needs • Knowledge exchange

Service orientation of management & strategy

Network capabilities Service development

Partnership with customer

• Clearly definded contact person

• Managers with service-oriented behavior

Organizational processes Individualization vs. standardization

Organizational culture

Sales force capabilities

Assessment of service quality • Assessment of service risks • Active risk management

• Measurement of service profitability

Risk assessment & KPIs

• Definition of service-KPIs • Service-KPIs used for desicion making

• Managers support and reward serviceoriented behavior

Organizational structure

Centrum für Marktforschung der Universität Passau

Success factors - Financial performance

Service orientation of management & strategy Risk assessment & KPIs

Partnership with customer Financial Performance

Service Business

Centrum für Marktforschung

Success factors - Non-financial performance

der Universität Passau

Service orientation of management & strategy

Risk assessment & KPIs

Negative effect

Organizational processes Organizational structures

Non-Financial Performance Service Business

Sales force capabilities

Centrum für Marktforschung der Universität Passau

Monitor

An online tool was developed as part of the Interreg project ISEM (Industrial Service Excellence Monitor). This monitor enables companies: •

to assess their capabilities within service business



to evaluate the impact on performance



to compare with other companies

www.ise-monitor.eu/monitor

Industrial Service Excellence Monitor – ISEM Centrum für Marktforschung

Project-Team

der Universität Passau

Financing

Funded by the European Fund for Regional Development through Interreg Austria-Bavaria 2014-2020

Web

www.ise-monitor.eu

Institute of Market and Economic Research University of Passau 94030 Passau Phone: +49(0)0851 509 – 2431 E-Mail: [email protected] Web: www.cfm.uni-passau.de

Dr. Stefan Mang Managing Director Phone: +49(0)851 509 2430 E-Mail: [email protected]

Centrum für Marktforschung der Universität Passau

ISEM: Final Event