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

1. Key-Success factors of a Service Organization in the 21st. century Ludger Böckmann Director Customer Support Business Management Hewlett Packard Germany

2. Quality Costs success-factors history 70‘s

3. Costs Quality success-factors history 80‘s

4. Quality Costs Time Flexibility success-factors history 90‘s

5. Flexibility Quality Costs Informations Time success-factors history 98‘s Handbuch Electronic Business, Weiber Rolf Hrdg.

6. Flexibility Quality Costs Informations Time success-factors history 2004 Costs Handbuch Electronic Business, Weiber Rolf Hrdg.

7. Flexibility Quality Costs Informations Time success-factors future model 2004 Adaptability Edgar Wolter / Frank Ridder HPCS

8. 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…. VDI Nachrichten, 09.01.2004

9. success-factors differentiation increasing complexity differentiation specialization manage complexity • Customer-Leadership • end2end solution • Integration • concentration of added values • Cost-Leadership • concentration of core competencies

10. core process sub-proc. 1 sub-proc. 2 sub-proc. 3 sub-proc. 4 organization changes • cost pressure • 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

11. service mentality: success factor employee • „Passion for Customer“ (extern & intern) passion for customers significantly increase of internal interfaces, which need to be managed and controlled !!! interfaces needs to be defined (SLA‘s) and efficiently measured (e.g. via Balanced Scorecard) need for a „service mentality“ (especially for internal customer relations)

12. product-cycle: concept design develop. prototype concept design develop. prototype test test production production sell sell support-cycle: maintenan. delivery delivery usage usage maintenan. exchange exchange recycle recycle end2end service-cycle: feedback / „learning-loop“ move from product to service

13. concept design concept design concept design concept design developm. prototype developm. prototype developm. prototype developm. prototype added valueproduct/ service along the product mix test test test test product/service 3 product/service 2 product/service 1 product/service x production production production production sell sell sell sell delivery delivery delivery delivery usage usage usage usage maintena. maintena. maintena. maintena. exchange exchange exchange exchange recycle recycle recycle recycle added value end2end product/service-cycle added value service matrix added value service matrix > learning organization

14. 2004 Quality Costs adapability SF1: Informations Time Flexibility Adaptability differentiation SF2: increasing complexity differentiation specialization manage complexity key success factors summery

15. service mentality: success factor employee • „Passion for Customer“ (extern & intern) SF3: concept design concept design concept design concept design developm. prototype developm. prototype developm. prototype developm. prototype test test test test production production production production sell sell sell sell product/service x product/service 3 product/service 1 product/service 2 delivery delivery delivery delivery usage usage usage usage maintena. maintena. maintena. maintena. exchange exchange exchange exchange recycle recycle recycle recycle Erfolgsfaktoren des 21st. Jahrhunderts added value service matrix > learning organization SF4:

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