Surveys

The Future of Service Management aims to statistically validate the findings and conclusions of the roundtable sessions. All surveys are world wide surveys aimed at business executives that have responsibility for a service business. Currently we are running these surveys for which participation will be rewarded with an executive summary of the survey conclusions:

Service Process and Systems Research

This survey is the start of a new Noventum Research initiative with the objective to improve the understanding of service business objectives, competitive advantages, critical success factors and future development areas for Service Processes and Systems.

Service Processes and Systems are defined as the service business processes and information technology solutions used in product related after sales and service operations as well as operational business services that are technology and knowledge driven.

Examples of the type of services covered are field service, remote support services, professional services, managed services, and outsourcing services. This survey is a cross industry survey that covers the typical functions in the above mentioned types of services: service marketing & sales, contract management, customer support, field service execution, service partner network management, service part logistics, repair operations and business intelligence, knowledge management, maintenance engineering, performance management. These solutions may be also known as service lifecycle management systems or by acronyms such as MRO, CMMS, ERP or CRM, but for clarity we have summarized them as service management systems in the survey.

The survey includes 27 questions. It takes about 25 minutes to answer the questions. All responses are handled anonymously. Respondents will receive the executive summary of the survey conclusions.

Click here to take the survey

Practical Methods and Tools to implement successful service strategies

In our 2008 research we concluded that the Brand driven service strategy and the People driven service strategy are the strategies that leads to the most profitable growth in the service business. In our report we have described the characteristics of these strategies and the rationale behind them. For more information about the 2008 research conclusions please download our report

The response to our 2008 research conclusions was overwhelmingly positive as for many executives in the service business it provides a holistic conceptual framework that can be used to explain what many companies have been trying to achieve already for years with piecemeal initiatives and improvement projects. For many it was the first time that they were able (sometimes with our help) to present in a comprehensive way what should be the corporate service strategy. Many executives have been able to define a migration path from the less attractive service strategies such as the price driven, feature driven and sometimes people driven towards brand driven.

Now that it has become easier to explain what the most successful service strategy looks like, the urge for practical tools and methods to assist with implementation has become imminent. Therefore we have chosen this as the central theme in our 2009 research. The focus of our research is on the “How” to address the challenges.

In this survey we will first ask you some questions about you and your company’s characteristics. We will then ask you to help us identify in which areas new methods and tools seem most urgent. For the area’s chosen by you we will further ask you about the most important issues, the actual state of play and what is needed to assist managers better with implementing a brand driven service strategy.

Click here to take the survey