Transcript Strategic Business Planning

Key-Success factors of a Service
Organization in the 21st. century
Ludger Böckmann
Director Customer Support
Business Management
Hewlett Packard Germany
success-factors history
Quality
70‘s
Costs
success-factors history
Quality
80‘s
Costs
success-factors history
Quality
Time
90‘s
Costs
Flexibility
success-factors history
Quality
98‘s
Costs
Informations
Time
Flexibility
Handbuch Electronic Business, Weiber Rolf Hrdg.
success-factors history
Quality
2004
Costs
Costs
Informations
Time
Flexibility
Handbuch Electronic Business, Weiber Rolf Hrdg.
success-factors future model
Quality
2004
Costs
Informations
Time
Flexibility
Adaptability
Edgar Wolter / Frank Ridder HPCS
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
success-factors differentiation
increasing
complexity
differentiation
specialization
manage complexity
 Cost-Leadership
 concentration of core
competencies
 Customer-Leadership
 end2end solution
 Integration
 concentration of added
values
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
core process
subproc.
1
subproc.
2
subproc.
3
subproc.
4
passion for customers
significantly increase of internal interfaces,
which need to be managed and controlled !!!
1. interfaces needs to be defined (SLA‘s) and efficiently
1. measured (e.g. via Balanced Scorecard)
2. need for a „service mentality“
(especially for internal customer relations)
service mentality: success factor employee
„Passion for Customer“ (extern & intern)
move from product to service
product-cycle:
concept
design
develop.
prototype
test
production
sell
support-cycle:
delivery
maintenan.
usage
exchange
recycle
end2end service-cycle:
concept
design
develop.
prototype
test
production
sell
delivery
usage
maintenan.
exchange
feedback / „learning-loop“
recycle
added value service matrix
added value service matrix > learning organization
concept
design
developm.
prototype
test
production
sell
delivery
usage
maintena.
exchange
recycle
product/service x
added
value
product/
service
along the
product
mix
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.
product/service 1
added value end2end product/service-cycle
exchange
recycle
key success factors summery
Quality
SF1: adapability
2004
Costs
Informations
Time
Flexibility
Adaptability
SF2: differentiation
increasing
complexity
differentiation
specialization
manage
complexity
Erfolgsfaktoren des 21st.
Jahrhunderts
service mentality: success factor employee
„Passion for Customer“ (extern & intern)
SF3:
SF4: added value service matrix > learning organization
concept
design
developm.
prototype
test
productio
n
sell
delivery
usage
maintena.
exchange
recycle
product/service x
concept
design
developm.
prototype
test
productio
n
sell
delivery
usage
maintena.
exchange
recycle
product/service 3
concept
design
developm.
prototype
test
productio
n
sell
delivery
usage
maintena.
exchange
recycle
product/service 2
concept
design
developm.
prototype
test
productio
n
sell
delivery
product/service 1
usage
maintena.
exchange
recycle
thank you for listening