2012 Research - Low Cost, High Value Service Delivery Models

CALLING ALL SERVICE MANAGERS AND EXECUTIVES! Would you like a bespoke benchmarking report comparing your service performance with that of your peers free of charge? As the world’s leading service management specialist; Noventum and Service Strategies invited all service executives and managers  to take part in our global-wide survey helping us define best practices in building Low Cost High Value Service Models. In exchange you’ll receive an executive summary, full report and a unique free benchmarking opportunity from Noventum and Service Strategies: the leading authority in service management.

About our survey

For a limited investment of your time, we’re asking you to take part in a two-part survey:

In our executive survey you’ll fill out a 5 minute multiple choice online questionnaire helping us identify key trends, challenges and best practices in delivering Low Cost High Value Service Delivery Models. In our operational service management survey you’ll participate in the survey that explores specific operational challenges with your current service delivery model. Furthermore we would like to give you the opportunity to participate in our Service Productivity Benchmark. This is a one time possibility to benchmark (a part) of your service organisation with a peer-group of service organisations.  For more information click here.

Why take part?

Participants that complete the surveys and benchmark will receive:

• The executive summary including insights on the most effective Low Cost High Value Service Models for your company
• The full survey report results
• A service benchmarking report. We’ll provide you with a report comparing a number of your Key Performance Indicators (KPIs) against your peers.

Why the research? 

As the leading service management consultancy firms we want to explore best practices in building Low Cost High Value Service Delivery Models, and we need your to help.

Why? - A key question for our research team currently concerns the pressure on the price of product-related services following the crisis years. Customers are questioning the value of these services and mounting increased pressure for reduced prices. We want to know whether service executives have anticipated this pressure, and whether they see themselves as capable of meeting that price challenge. If not, your service organisation may suffer reduced profit margins.

We’re also researching other avenues if companies can’t deal with the pressure to reduce prices so in tandem, we’re looking at ways to create High Value models. Developing advanced services is a much sought-after solution for adding value but in most cases they have to be financed by your current portfolio of product-related services. Many companies therefore have little real option other than go back to the drawing board and revise their service models. With your help, our research will define how companies can reengineer their service models to create Low Cost but High Value services.

2011 - Service Transformation, How Companies are Succeeding

Noventum conducted an on-line survey at the latter end of 2010 asking clients and prospects typically interested in service issues to complete an online survey. Following on from the general study, we conducted a targeted telephone survey in February/March 2011, contacting senior executives from a wide range of highly successful large European organisations (including Rolls-Royce, Airbus, Alstom, BAE, BT, AveryWeight-Tronix, Elekta, Eurocopter, Cisco, Areva, Schneider Electric SA, Siemens, Dassault, Fujitsu and GE) to examine the challenges faced and the successes achieved, and reveal the extent to which these companies are undertaking service transformation programmes as part of that success.

As Europe moves into the next economic cycle, businesses are transforming their service operations to take advantage of the growth in demand for services.  This research will help CEOs and Service Directors to understand how organisations are achieving "Service Transformation", why they are doing it and how they are benefiting from the results.  All those interviewed were readily prepared to tell us of the challenges they faced in creating a mature service capability that would be able to provide the customer with a brand experience ensuring value for money.

They discussed their concerns and issues in undertaking service transformation campaigns and were straightforward about the scale of the challenges they faced, and continue to deal with. The phrase "service transformation" has been coined to describe the transition from basic product support towards a fully managed support environment in which the supplier delivers a complete spectrum of support and services, to optimise the benefits arising from full utilisation of the equipment.

Download the report

Research Program Publications