Key-Success factors of a Service Key-Success factors of a Service Organization in the 21st. Organization in the 21st.

centurycentury

Ludger Böckmann

Director Customer Support Business Management

Hewlett Packard Germany

success-factors history

CostsQuality 70‘s

80‘sQuality

Costs

success-factors history

90‘sQuality Costs

Time Flexibility

success-factors history

98‘sQuality Costs

FlexibilityTime

Informations

Handbuch Electronic Business, Weiber Rolf Hrdg.

success-factors history

2004Quality Costs

FlexibilityTime

Informations

Handbuch Electronic Business, Weiber Rolf Hrdg.

Costs

success-factors history

Edgar Wolter / Frank Ridder HPCS

2004Quality Costs

FlexibilityTime

Informations

Adaptability

success-factors future model

VDI Nachrichten, 09.01.2004

business case Motorola

…especially the slow reaction of Motorolas top management was criticized by Investors…

…there where so many branches in which Motorola could have been leading… but they missed all of which….

differentiationdifferentiation

increasing complexityincreasing complexity

specializationspecialization manage complexitymanage

complexity Cost-Leadership concentration of core competencies

Customer-Leadership end2end solution Integration concentration of added values

success-factors differentiation

cost pressure

core process

sub-proc.

1

sub-proc.

2

sub-proc.

3

sub-proc.

4

split of core processes into many sub-processes

optimization of sub-processes

virtualization of departments (similar tasks will be grouped across departments or countries) savings due to economy of scale effects

organization changes

1. interfaces needs to be defined (SLA‘s) and efficiently measured (e.g. via Balanced Scorecard)

significantly increase of internal interfaces, which need to be managed and controlled !!!

1. 2. need for a „service mentality“

(especially for internal customer relations)

service mentality: success factor employee„Passion for Customer“ (extern & intern)

passion for customers

product-cycle:

concept design

develop. prototype

test sellproduction

support-cycle:

usage exchange recycledelivery maintenan.

concept design

develop. prototype test productio

nsell delivery usage maintena

n.exchange recycle

end2end service-cycle:

feedback / „learning-loop“

move from product to service

added value service matrix > learning organization

added value end2end product/service-cycle

concept design

developm.

prototype

test production

sell delivery usage maintena. exchange recycle

product/service xadded

valueproduct/servicealong the product mix

added value service matrix

concept design

developm.

prototype

test production

sell delivery usage maintena. exchange recycle

product/service 3

concept design

developm.

prototype

test production

sell delivery usage maintena. exchange recycle

product/service 2

concept design

developm.

prototype

test production

sell delivery usage maintena. exchange recycle

product/service 1

key success factors summery

SF1: adapability

2004Quality Costs

FlexibilityTime

Informations

Adaptability

SF2: differentiation

differentiationdifferentiation

increasing complexityincreasing complexity

specializationspecialization manage complexitymanage

complexity

Erfolgsfaktoren des 21st. Jahrhunderts

added value service matrix > learning organizationSF4:

SF3: service mentality: success factor employee„Passion for Customer“ (extern & intern)

concept design

developm.

prototype

test production

sell delivery usage maintena.

exchange

recycle

product/service x

concept design

developm.

prototype

test production

sell delivery usage maintena.

exchange

recycle

product/service 3

concept design

developm.

prototype

test production

sell delivery usage maintena.

exchange

recycle

product/service 2

concept design

developm.

prototype

test production

sell delivery usage maintena.

exchange

recycle

product/service 1

thank you for listening