Remote services are changing your industry. World-class Remote Services Managing Remote Services in the IoT. Are you prepared for the ride?

Transcription

1 Remote services are changing your industry Are you prepared for the ride? World-class Remote Services Managing Remote Services in the IoT A Service Innovation Project 3 November - 5 December, 2014 Düsseldorf, Germany

2 seize the major opportunities in remote services The number of machines, devices and sensors connected to the internet is increasing tremendously. With no doubt the implications for manufacturing companies are huge. SMART connected products are creating game changing opportunities that drive growth via new business models and improve productivity in service delivery. The impact on competiveness and cost effectiveness of services and solutions will change markets and complete industries. The question is: what is your company doing about this? Seizing these major opportunities without delay is what companies need to be doing today. At the same time they need to be aware of the significant challenges that these opportunities create on the business side, as well as on the technology and organisational side. Challenges that companies find difficult to face on their own. what progress is your company making? Everybody is trying to do something on remote services in order to keep up with the changes, but only few companies are aiming for more than productivity improvements. A small group of leading companies have proven that what will really make the difference is to focus on customer value. This Service Innovation Project will give you all the knowledge, insight and practical tools to help you identify new business models and prepare your service business for the challenges of building a mature remote service capability. This Service Innovation Project has the duration of a month and it is under the umbrella of the Service Innovation Programme. That means that by participating in a Service Innovation Project you immediately gain access to the knowledge we gain through our Research Projects, as well as insights into best practices and SCP - Service Industry Standards. The breakthrough value of the Service Innovation Project is that by participating you: Get a clear understanding of your company s performance through the Self-assessment Realise your challenges and make them more explicit Get a practical plan, during the Breakthrough Session, of how to address your challenges Can then share the knowledge and become an inspiration for your colleagues to drive change in your organisation. 02

3 The Service Innovation Programme Q3 Four Service Innovation Projects per year: Two Research Projects: SCP - Service Industry Standards: Growing your business with new services Q1 World-class Remote Services Growth readiness in the manufacturing industry Q3 Boosting Service Sales A knowledgedriven service organisation Service strategies for the Fourth Industrial Revolution Component based access available at your convenience Service Innovation Project: World-class remote services 3 November - 21 November: Self-Assessment CLICK HERE 26 & 27 November: Breakthrough Session 5 December: Best Practice Report Click here to find out more about the Service Innovation Programme 03

4 The Project This Service Innovation Project is a knowledge driven project based on your questions and company problems. It covers all aspects from strategy to transformation, providing you with: > Insights into the strategic opportunities for your company in remote connected services and a vision of your future > All knowledge, practical tools and experience needed to successfully develop your remote capability and transform the organization Who is this Project for? Managers and Directors of Service Businesses around the world operating in the following industries: Manufacturing, Energy, Healthcare, ICT, Consumer Goods and Financial Services The Project s Programme 03/11 21/11 Self-Assessment, providing you with insights into your company s capabilities, with regards to successful new services development, uncovering concrete improvement opportunities and suggestions for next steps. 26/11-27/11 2-day Breakthrough Session, during which all participants come together and benefit from experience sharing with peers, industry leaders presenting their case, as well as insights into best practices and SCP Service Industry Standards provided by Noventum Service Management experts. 05/12 Best Practice Report including all presentations and a summary of the best practices identified during the 2-day Breakthrough Session, enriched with background information and suggestions for further reading. 04

5 The Self-Assessment > A thought provoking on-line survey > Resulting in a company specific report directly in your inbox revealing improvement opportunities and concrete suggestions for next steps* Customer Journey Customer Experience Management 4 Customer Value Management 3 2 People Management 1 0 Company Value Management Delivery Model Business Model Best Practice Your Company Marketing & Sales Model Service Proposition *Sample figure 05

6 Speakers Hilbrand Rustema, Managing Director, Noventum Hilbrand Rustema is the founder and Managing Director of Noventum, prior to that he was a senior manager with Deloitte Consulting. During the last 20 years Hilbrand has advised leading service companies in the area of Brand Driven Service Strategies, Performance Management, Mergers & Acquisitions, Customer Insight Research, Service Proposition Development, Customer Experience Management, Customer Feedback Management, Global Service Delivery Standardisation, People Development, and Sustainability Strategies. Volker Marquardt, Founder and Managing Director, Synop Systems Volker Marquardt started his career after studying computer science in Furtwangen (D) and Leicester (UK). In more than 20 years business experience he worked in three main disciplines: Electronic Test Automation for production and field service; Quality Assurance solutions for call centre, security and enterprise telecommunications; Business Intelligence, covering data warehouse, reporting, data mining and predictive analytics. Ralf J. Lehmann, Manager European Smart Data Centre, Abbott Ralf J. Lehmann is an engineer, expert team lead, and innovation manager in the in-vitro diagnostics industry. He is building and managing a Smart Data Centre for the Diagnostics Division of Abbott Laboratories to cover all Europe, Middle East and Africa, and serves as an advisor for the organisation's global remote monitoring- and data analytics strategy. His particular interest is on the integration of new technologies into the existing thinking and acting of large organizations - far beyond the technology itself. Karl-Heinz Sauter, Managing Director, Karl-Heinz Sauter Services and Consulting Karl-Heinz Sauter is the founder and Managing Director of the Karl-Heinz Sauter Services und Consulting GmbH. Prior to that he was director for sales and marketing. He is in business with Remote Services for more than 10 years and his 7-layer-model and LIFE-project-model help companies to develop and launch new, paid smart service products. He drives the development of new standardized connected services, remote, M2M and IoT with consulting, workshops, market studies and conferences. He advises companies of all sizes to launch innovative software and service products and develop new strategies. Peter Wiener, Head of Product Related Service, Siemens Healthcare Peter Wiener joined Siemens Healthcare in 2000 after several years in project engineering and project management in Siemens Energy. He began with setting up a Remote Service Infrastructure for reactive and proactive remote services. His organization is responsible for the operation and development of this infrastructure. Other Siemens divisions are using this world wide available remote service infrastructure for 8 years. Two years ago he set up a data analytic platform to analyze system data and to combine this with other relevant information. He is 57 years old and has over 40 years experience working in different areas of Siemens. Thomas Burger, Head of TeleSupportCentre, Manroland Web Systems Thomas Burger began his career at Manroland in trial and construction. After his worldwide employment as a Senior Project Manager, he gained experience in a managerial capacity in the outdoor installation, commissioning, the warranty service and quality management for the external area. With the new corporate name of Manroland Web Systems he was made responsible for the Remote Service (24/7 Hotline TSC) and training. 06

7 Speakers Stephan Beusen, Sales Manager, Vodafone Global Enterprise Stephan Beusen started his career after studying Industrial Engineering. He was the Sales and Product Manager of Ford for 10 years. Then he set off for a new challenge as the Sales Manager for Vodafone Global Enterprise. He is now responsible for the sales region of Central Europe. His specialization is mobile and fixed network solutions. Marcus Menzel, VP and General Manager, PTC Axeda EMEA Dr. Menzel has an 18 year history in developing new market leading businesses and providing high-value complex enterprise solutions for fast-growth companies to enable business model change. His background spans expertise in CRM, Software Solution Selling, Business Intelligence, Big Data, and The Internet of Things. Cindy Elliott, Senior Director of Market Strategy and Development for SLM, PTC Cindy Elliott possesses more than fifteen years of experience serving in worldwide business development and product marketing leadership positions within enterprise software and hardware companies. These responsibilities include market intelligence, strategic solutions and business positioning, and client advocacy programs. In the past two years, Ms. Elliott has completed the executive education Program for Leadership Development at Harvard Business School and attended the Arizona State University Center for Services Leadership Institute. 07

8 The 2-Day Breakthrough Session AGENDA DAY 1 November 26th, :00 Day Opening Speaker: Noventum & KH Sauter 09:30 Remote Services in the IoT and Industry 4.0: Trends that have a big impact on the way we work and live. What is the impact and what are the opportunities in services for manufacturing companies? Speaker: Karl-Heinz Sauter, KH Sauter 10:00 Driving growth through connected products and digitalization of services: New business models for manufacturing companies through remote services in the IoT Speaker: Hilbrand Rustema, Noventum 10:30 How Smart, Connected Products are Transforming Competition: A research conducted by Professor Michael E. Porter, Harvard Business School, and PTC CEO, Jim Heppelmann Speaker: Cindy Elliott, PTC 11:00 30 minute Coffee Break 11:30 Break-out Session > Business models for product and non-product related services: Changing your role from single player to orchestrator of the value chain. Speaker: Hilbrand Rustema, Noventum > What you can do with new capabilities obtained through remote service processes: New applications and business opportunities. Speaker: Karl-Heinz Sauter, KH Sauter 13:00 1 hour Networking Lunch 14:00 Developing new service propositions for remote services: Case study on how to bring ideas into practice and tap into new sources of revenue. Speaker: Hilbrand Rustema, Noventum 14:30 30 minute Coffee Break 15:00 Unlocking New Business Value with Connected Asset Management: Case study of GE Water & Power Speaker: Marcus Menzel, Axeda 16:00 15 minute Coffee Break 16:15 Break-out Session > Big Data: Case study on how value is created from sensors and data. Speaker: Volker Marquardt, Synop Systems > Remote platforms and standards: Case study on how to put data from different sources and formats successfully into use. Speaker: ThingWorx 17:00 Closing drinks 08

9 The 2-Day Breakthrough Session AGENDA DAY 2 November 27th, :00 Day Opening Speaker: Noventum & KH Sauter 09:30 Implementing and operating Smart services: Case study about the steps and challenges in the transformation from traditional support centre to a Smart centre Speaker: Ralf J. Lehmann, Abbott 10: of M2M connections integrated in ERP environment for BIG DATA and data-based services Speaker: Peter Wiener, Siemens Healthcare 10:30 Managing security for remote services: Case study on how to manage security for remote services. Speaker: Stephan Beusen, Vodafone 11:00 30 minute Coffee Break 11:30 Break-out Session > How to sell high value Smart services: Case study on how to become successful in selling high value-added services. Speaker: KH Sauter & Thomas Burger, Manroland Web Systems > How to manage the change towards a Smart services model: Case study on how to prepare the organisation for Smart remote services and manage the transformation Speaker: Noventum & Ralf J. Lehmann, Abbott 13:00 1 hour Networking Lunch 14:00 Executive Forums: Moderated discussions on the key business challenges brought forward by the participants. This provides the opportunity to get your questions on the table, share experiences and identify practical solutions (topics are subject to change). > Executive forum 1: The strategic value of connected products; Developing new remote services; Selling non product-related services; Pricing Smart services > Executive Forum 2: Organisational demands for remote service delivery; Transforming from reactive to proactive and predictive service provider; What factors are determining the effectiveness of remote services. 16:00 Conclusions and closing of the event: What is the future of remote services? Speaker: Noventum & KH Sauter 16:45 Networking and drinks Click here to sign up for this Service Innovation Project 09

10 Gain insights into the SCP-Service Industry Standards The SCP-Service Industry Standards Best Practice library of components give full operational descriptions of all aspects of running a best in class service business. These aspects include: > Management Practices > Processes > Performance Metrics > People Competencies and > IT Functional requirements / Master Data 10

11 How you can Participate You can benefit from the Service Innovation Programme throughout the year, with a Corporate or Individual Programme, or you can select to limit your participation to a single Service Innovation Project. Corporate Programme Service Innovation Project > Participation in ONE Service Innovation Project including: > ONE Self-Assessment > ONE 2-day Breakthrough Session > ONE Best Practice Report > Unlimited Participation in Research Projects > Free Summaries of Findings 1495 per Project Individual Programme > A Strategic Consultation with one of our consultants > Unlimited personal participation in Service Innovation Projects including: > ALL Self-Assessments > ALL 2-day Breakthrough Sessions > ALL Best Practice Reports > Unlimited Participation in Research Projects > Free Full Report of Findings 4750 per Year Optional: > In-company Strategy Workshop > Access to the SCP - Service Industry Standards > Training Programmes > Multiple participants at multiple Service Innovation Projects including: > ALL Self-Assessments > ALL 2-day Breakthrough Sessions > ALL Best Practice Reports > Unlimited Participation in Research Projects > Free Full Report of Findings Upon Request CLICK HERE Click here to find out more about the Service Innovation Programme Contact With offices all over the world and a talented team of Senior Consultants at your disposal, Noventum is uniquely positioned to help you become a Service Innovator. To learn more about the company visit our website. For more information, or to discuss your participation possibilities, please feel free to drop us a message on info@noventum.eu or give us a call. France Phone number: Germany Phone number: Italy Phone number: Cyprus Phone number: The Netherlands Phone number: Spain Phone number: The United Kingdom Phone number:

12 Event Location Airporthotel Düsseldorf, Germany November 26th & 27th Arrivals: 08:30-08:45 Sessions begin: 09:00 Proposed Hotel Airporthotel Düsseldorf, Germany Pre-event Informal Dinner (Optional) Airporthotel Düsseldorf, Germany November 26th Arrivals: 19:15-19:45 Dinner begins: 20:00 Click here to sign up for this Service Innovation Project 12