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. 02 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 03 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 04 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. 05 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 06 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 07 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 08 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 09 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 10 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 info@noventum.eu 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 11 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 12