New service development: a review of the literature and annotated bibliography

Size: px
Start display at page:

Download "New service development: a review of the literature and annotated bibliography"

Transcription

1 European Journal of Marketing 32,3/4 184 Received October 1996 Revised April 1997 a review of the literature and annotated bibliography Axel Johne and Chris Storey City University Business School, London Overview The purpose of this article is to provide a review and ready reference to recent writings on new service development (NSD). The article is aimed at students of NSD, that is to say, academics and practising managers, searching for new insights into how NSD can support organic business growth. The decision to concentrate exclusively on organic development rather than on acquisition or joint venture development is deliberate. As will be shown in the review of the literature, new service development relies on the expertise and cooperation of individuals working in teams during and after development. Acquisition and joint venture development introduces additional risks arising from the possibility of key personnel leaving or failing to cooperate. These special risks are worthy of study in their own right after the elements of organic service development have been mastered. The field of organic product development, embracing as it does the development of tangible, as well as service products, is undergoing a revolution. NSD and its generic equivalent of new product development (NPD) is increasingly seen by managers as embracing more than the improvement of core performance attributes. Attention is now focused by forward-looking managers on the whole offer, of which the core performance attributes are only a part. Doing this requires a far wider set of commercial variables to be considered in new service and new product development than has traditionally been the case. Our review of the literature builds on recent insights provided by researchers. We provide an expanded definition of NSD. The available literature is reviewed within this wider analytic framework and suggestions are made for future research. Definitions are an ever-present problem in any fast-changing area of endeavour. The words new service development and new product development are often used interchangeably. To help the reader who may be unfamiliar with certain current definitions, we provide some initial definitions here. More specialist definitions are introduced later. European Journal of Marketing, Vol. 32 No. 3/4, 1998, pp , MCB University Press, This is an extended article justified by its nature and content; it provides a comprehensive literature review and an annotated biography in an otherwise neglected area.

2 Service product. The predominantly intangible core attributes which customers purchase. Product development/innovation. The development (or improvement) of tangible or service products. New product development (NPD). The development of tangible products which are new to the supplier. Sometimes NPD is expanded to include new service development (see below). development (NSD). The development of service products which are new to the supplier. Offer development. The development, by the supplier, of core product (or service) attributes plus the development of the processes by which the product is evaluated, purchased and consumed. This annotated bibliography addresses all types of new service development. However, by far the greatest bulk of the published literature is concerned with the development of new financial services. It is only in recent years that academic researchers have begun to address issues concerned with the development of the very wide span of services offered today. The annotated bibliography is divided into two main parts. The first comprises a critical review of the NSD literature; the second comprises annotations of important writings which have been published in recent years in North American and European journals. a review 185 The challenge of new service development Introduction The relative ease with which many new service products can be developed has led to proliferation of product variants, particularly in the financial services sector. This frequently results in overloading customers and also staff with unwanted challenges. It is not surprising, therefore, that a large proportion of NSD has been less than successful. The purpose of this article is to provide help in the intricacies of making strategic choices in NSD, as well as in managing the processes involved. NSD involves developing offerings such as financial services; health care; telecommunications services; information services; leisure and hospitality services; travel services; facilities management services; educational services; legal services; and consulting services. Offerings can be sold either to consumers or to businesses, and sometimes to both. In recent years, a sizable body of specialist literature has accumulated which focuses on the development and marketing of services as distinct from tangible products. However, some writers have argued that it is unhelpful to differentiate between tangible and intangible product development. For example, the wellknown management writer, Sir John Harvey-Jones, former chairman of ICI, Britain s largest supplier of chemical products, has stressed that suppliers of high technology products are required to put just as much effort into providing

3 European Journal of Marketing 32,3/4 186 service in the form of technical information and assistance for some customers, as they are required to invest in ensuring that the quality of the core product is maintained. Harvey-Jones (1988) stresses that suppliers of high-technology products are, therefore, increasingly developing better services alongside better products. While tangible products may be offered with or without customer service elements, such support is always required in marketing service products. Nearly all service products involve close interaction with customers. Interaction is the distinguishing feature of service offerings. In many service sectors the interactive elements are the very essence of the service offer. This means that service suppliers must develop not only the precise form of the service product, but also the appropriate nature of interaction with customers. Because the interaction process is typically an integral part of a service, the development of a new service is usually far more complex, conceptually, than the development of a new tangible product. Offer development The realisation that customers may be attracted by more than core performance attributes has important practical implications for service providers. Operationally, it requires a wider set of variables to be brought into play for service development than has traditionally been the case. For example, in many financial services markets it has been found beneficial to augment core service product attributes with appropriate support in order to achieve differentiation from competitors offerings (Storey and Easingwood, 1994). As a result, some innovative financial service providers now routinely speak of developing new offers, rather than merely new products (Johne, 1994a). As will be discussed in detail later, offer development is a more all-embracing, and potentially far more powerful, competitive activity than concentrating solely on the development of core performance attributes. Product, or better offer, development is an important route to winning new business. Ansoff (1987) has produced a schema which illustrates the role of product development in business development activities. His matrix suggests that businesses have two main dimensions to consider market newness and product newness which presents four opportunity vectors for product development. Figure 1 shows how each of the four growth vectors may be served by distinct types of product development. Following deregulation in many British services markets, suppliers have become increasingly active in developing new products. Another reason for the increased attention now being paid by suppliers to product innovation is because this type of innovation is a result of adopting a more sophisticated approach to managing. For example, in respect of marketing activities, Kotler (1994) has argued that the adoption of marketing in banks has progressed sequentially as shown below with product innovation being given special attention during Stage 3:

4 Low Market Newness (to supplier): High a review Product Newness (to supplier): Low High Source: Based on Ansoff (1987) Aim: Market Penetration Via: Product Improvement Aim: Product Development Via: New Product Lines Aim: Market Development Via: Product Line Extensions Aim: Diversification Via: New Products, New Markets 187 Figure 1. Growth vectors served by product development variants Stage 1. Marketing is advertising, sales promotion and publicity. Stage 2. Marketing is smiling and a friendly atmosphere. Stage 3. Marketing is innovation (mainly of products). Stage 4. Marketing is positioning of products. Stage 5. Marketing is analysis, planning, implementation and control. All suppliers that have adopted a more systematic approach to developing their business now pay careful attention to product innovation. In some services, suppliers have only recently placed emphasis on product innovation. These are often companies in the third stage in adopting marketing. At higher stages in adopting marketing, particularly when marketing is the driving force behind organic business growth, product innovation presents even greater challenges because of the need for careful integration with other functional specialisations. Differences between NSD and NPD A recurring theme in the literature is that the development of a service product is different from the development of a tangible product. From the supply point of view, and also from the buying point of view, there are doubtless important differences which are captured under three main headings: (1) Intangibility. Service products are predominantly intangible (even though efforts may be made to make them more tangible, for example by supporting financial service products with attractive looking plastic cards). Service products are predominantly processes rather than things. Intangibility has important operational consequences: e.g. intangible products are especially difficult to test in concept.

5 European Journal of Marketing 32,3/4 188 A difficulty arises from intangibility because services are processes and not physical entities. Services can be more easily modified than physical products or physical processes. Thus changes to the service offering may be made relatively quickly and easily by individual service workers without management agreement or appropriate organisational learning taking place. Modifications made in this way may be at the expense of customer service quality. A further difficulty resulting from intangibility is that developments may be easily copied by competitors. And, because service developments are not patentable, copying is rarely preventable. (2) Heterogeneity. Service products are often variable in quality because service is commonly produced and consumed simultaneously. Since it is created and consumed at the staff-customer interface, the service experience is likely to vary each and every time. Both staff and customers play roles in the delivery of service. The degree of variation is likely to depend on the degree of standardisation of the service and the amount of technology applied at the customer interface. Customers of services risk buying an outcome and/or experience which they cannot fully assess prior to purchase. Operationally, this requires, for example, constant emphasis on training and practice by supplier staff. (3) Simultaneity. Service products are typically produced and consumed simultaneously. This means that most services are inherently perishable and for this reason cannot be held in stock. Capacity planning is critical in service suppliers. Demand may vary greatly, yet needs to be met promptly or stands to be lost. Payne (1993) has pointed out that there are many tangible products which possess one or more of the above characteristics. It is, after all, only at the extreme that tangible products are highly tangible; closely controlled for variance; produced at a distance from customers, and stockpiled. However, most service products have a marked tendency towards the above three characteristics. When they are typified by intangibility and simultaneity, the process of evaluation, purchase and consumption is critically important. This is the justification for studying service product development in its own right. The development of new service offers requires careful attention to be paid to person-to-person skills in supplier organizations. Types of new service developments Lovelock (1984) has stressed that the word new is one of the most overused in the marketer s lexicon. Drawing on the work of Heany (1983), he posits different categories of service development, ranging from style changes right through to major innovations. These categories overlap, in part, with the wider-ranging product development categories advocated by Booz et al. (1982). The two categorisations are shown in Table I.

6 Booz et al. (1982) Lovelock (1984) New-to-the-world products. New products Major innovations. New products for markets as that not only represent a major new yet undefined and undimensioned challenge to the supplier, but which are Start-up businesses. New products for a market also seen to be quite new in the eyes of that is already served by existing products that customers meet the same generic products New product lines. New products which New products for the currently served market. represent major new challenges to the New products that attempt to offer existing supplier customers of the organization a product not Additions to existing product lines. New previously available there products that supplement a company s Product line extensions. Represent an established product lines, so rounding-out augmentation of the existing product line or the product mix different way of service Improvements and revisions to existing Product improvements. Changes in certain products. New products that provide features for existing products currently on offer improved performance and so replace to the currently served market existing products Style changes. Highly visible changes to existing Repositionings. Existing products that are products targeted to new markets or market segments Cost reductions. New products that provide similar performance at a lower cost of supply a review 189 Table I. New product categories Despite the fact that Lovelock s (1984) categorisation is aimed specifically at services, we deliberately use the wider-ranging categorisation of Booz et al. (1982) below to comment on the span of innovative activities involved in pursuing NSD. We begin with the term product development. Product development Product development is the umbrella term embracing improvements and also radical alterations to product or service performance attributes. Booz et al. (1982) have suggested six main types of product development efforts. The following four are typified by varying forms of newness in terms of their operational newness to the supplier; and also, in part, in terms of their newness to customers: (1) Product improvement (includes revisions to existing products). (2) New product lines (frequently me-too products). (3) Product line extensions (of existing product lines). (4) New-to-the-world products (which are new to the market and new to the supplier). Booz et al. (1982) posit two further types of product developments: (1) Cost reductions. (2) Repositionings.

7 European Journal of Marketing 32,3/4 190 It is of interest that both cost reduction and repositioning are possible for all the first four types of product developments. For this reason Johne (1996) has argued that cost reductions and repositionings are not distinct types of product developments in their own right. He refers to cost reduction as process development ; and to repositioning as product augmentation development, as is explained below. Process development All product developments can benefit from process development in the form of reductions in cost achieved through what is now widely referred to as reengineering efforts. An efficient supplier who keeps working on productivity can expect, over time, to develop products that offer the same, or even improved performance, at a lower cost. Such cost reductions may, or may not, be passed on to customers in the form of lower prices. Often customers demand ever lower prices. Rarely does a supplier not have to concern him/herself with cost reductions. Process development can go beyond simple cost reduction. It may involve a fundamental rethink and redesign of business processes. It may, therefore, involve changing working practices within the organization, such as making increased use of teams or introducing new technology. It has been asserted that the chief driving force behind such re-engineering efforts in service firms is not cost reductions per se, but improving customer service (Drew, 1994). Morris and Westbrook (1996) reported on a successful project to automate payment processing in a UK bank and commented: Through the dramatic quality and cost improvements which resulted, the bank gained a new competitive edge and opened up further strategic opportunities. Product augmentation development Just as cost reduction is not a separate category of product development, so too is this the case with repositioning. Again, repositioning is possible for all four types of product development efforts. Repositioning involves making changes to the way core product features are promoted and made available to customers. Repositioning achieved by this means has been referred to as product augmentation development (Johne, 1996). This term describes the support given by suppliers to customers. The sort of support which helps customers evaluate, buy and use a core product. Kotler (1994) quotes Levitt (1981) to explain the power of this form of The new competition is not between what companies produce but between what they add in the form of packaging, services, advertising, customer advice, financing, delivery arrangements, warehousing, and other things that people value. These items can contribute greatly to enhance attributes and are used by customers to choose between competing offers. In the case of services, augmentation takes on great importance. It embraces the processes by which customers evaluate, purchase and consume the service.

8 There is strong empirical evidence which reinforces the importance of product augmentation development. For example, Cooper and Kleinschmidt (1987) in researching manufactured product development, have shown that the provision of appropriate support is important in achieving product superiority in the eyes of customers. They identified support as a key factor determining product development success. Similarly, in studies of successful consumer financial services, it has been found that product advantage on its own is relatively unimportant in differentiating between success and failure; it being variations in the service experience which explain most differences between product development success and failure (Easingwood and Storey, 1993; Storey and Easingwood, 1994). In a study of successful corporate banking product development, Johne and Pavlidis (1996) found augmentation to be of critical importance. Product augmentation development is important to suppliers because the same basic product attributes can be offered in different ways and at different prices to separate customer groups. An appropriate premium price can normally be charged when support is provided, which can lead to higher profit margins. On the other hand, offering a basic service with little or no support allows a supplier to make considerable cost savings which can be passed on to the customer. Product augmentation development relies on accurately interpreting and acting on customers preferences for promotional and distribution support. Mathur (1992) argues that customer service and also promotional support can be provided on the basis of expertise or personalisation (or both). Such forms of support present particularly powerful levers for gaining competitive advantage in financial services (Devlin and Ennew, 1995). Product augmentation does not always mean offering more or less direct support. It may involve changing the nature of the delivery process so that customers find it more convenient. This has been done highly successfully by First Direct, a subsidiary of Midland Bank. First Direct services its customers solely through 24-hour telephone contact. The new form of offer had by 1996 attracted over 500,000 new customers, making it Britain s fastest growing retail bank. The attraction of the new offer to busy customers is not the basic products (of which only a few are superior to those offered by other banks), nor the expert advice over the telephone, but the innovative distributive support. For the target group of customers, First Direct s 24-hour service availability more than compensates for the lack of traditional face-to-face contact. It is important to emphasise that product augmentation development is integrally linked with core product development in services. If a narrow definition of product development is used, product development is considered to be concerned solely with core performance attributes what in the field of service product development Grönroos (1990) has referred to as the basic service package. However, it is with the help of augmentation that an appropriate offer is placed on the market. Grönroos (1990) and also Storey and Easingwood (1994) refer to this wider output as the augmented service offer. a review 191

9 European Journal of Marketing 32,3/4 192 The relationship between offer development, product development and product augmentation development is shown in Figure 2. Market development It has been shown that product development is an essential ingredient of offer development (alongside augmented product development). The role of process development has also been commented on. Market development is the third leg of organic business development. Market development is often undertaken in parallel with other forms of development. It is concerned with improving the mix of target markets into which newly developed offers can be sold, thus enhancing the mix of customers served by the organization. Product Development (amending core product attributes) Offer Development Figure 2. Components of offer development Product Augmentation Development (amending the interaction with the customer) Lack of skill in market development will almost certainly result in an unwise mix of target markets. When this is so, skilled efforts at product development and also product augmentation development, as well as any efforts at process development are likely to fail in achieving full potential. For example, at the present time, as companies begin their assault on the former communist countries of Eastern Europe, market development is of critical importance. Market development opportunities misread or overlooked now are likely to lead to lost future product development opportunities. It has been shown that organic business development can be pursued by means of four types of supporting market development, product development, product augmentation development and process development, as depicted in Figure 3. In practice, these activities are likely to be undertaken in parallel, with differing emphasis being placed on each. In predominantly technology-driven businesses, heavy emphasis is frequently placed on product development, rather than on market development. On the other hand, in predominantly marketing-driven businesses, heavy emphasis is frequently placed on market development and on product augmentation development. In many businesses which supply services the situation is often different again, with heavy emphasis being placed on process development.

10 MARKET DEVELOPMENT PROCESS DEVELOPMENT BUSINESS DEVELOPMENT a review 193 OFFER DEVELOPMENT Comprising product development and product augmentation development Figure 3. Components of organic business development Conventional and new style product development strategies There are likely to be different views among managers concerning how their business is to be developed organically. Some managers will favour the longer term over the shorter term. Some will favour risk-taking over building up reserves. A major potential for conflict is the type of development to be favoured in driving a business forward: in other words, the types of product development strategies to be favoured. It is to this issue that we turn now. Analysts speak of proactive, as opposed to reactive, strategies. For example, drawing from military history, Kotler (1994) speaks of attacker and defender market and product strategies. Such strategies refer to strategic intent whether a supplier wants to lead product change or to follow the lead of others. Strategic intent is quite different from strategic content. Content is concerned with the approach adopted by a supplier to beat competitors through product development. In this respect, most suppliers feel comfortable with conventional approaches. They play according to established rules of engagement, and so can be described as invoking a combative maintenance product development strategy. Far fewer suppliers invoke a product development strategy which involves breaking existing rules of combat. Johne (1994b) has referred to this type of rule-breaking as new style product development. New style product development describes an approach which is output orientated, rather than input orientated. Its aim is to exploit market potentials as fully as possible. Success is judged against market potentials, not against past internal performance measures. The conventional approach to product development judges developments as successful if they meet internal hurdles, such as target rates of return. Johne (1994b) argues that the conventional approach is flawed for competitive purposes when hurdles set for internal performance criteria ignore market potentials. What distinguishes new style product development is that it involves taking a long and hard look to see how an existing market might be served better. Doing this successfully reshapes a market. The aim is to move away from slog-it-out combat in order to engage in

11 European Journal of Marketing 32,3/4 194 new forms of competitive warfare in which the initiator the new style product developer calls the shots. An example of new style product development is Direct Line, a wholly-owned subsidiary of the Royal Bank of Scotland, set up in 1985 to offer insurance. What was new about Direct Line was not the basic insurance cover (i.e. the core product attributes), but the way these are made available to customers through product augmentation. Direct Line was one of the first motor insurance businesses to cut out the traditional broker middleman in order to interface directly with customers using telesales techniques. In its first five years of operation it acquired 300,000 new policyholders in Britain. In contrast, over the same period, established insurance companies, using solely brokers, fought each other according to existing rules of combat, and so were pleased if they managed to increase their client base by 5 or more per cent per annum. In no case did this come anywhere near the figure achieved by Direct Line. First Direct telephone banking (already referred to) is another example of new style product development. The distinguishing feature of new style product development is that it is market rather than supply based. Today, many service markets are changing much faster than ever before. It is a matter of strategic choice whether a supplier elects to react to these changes, or whether it initiates them. Proactive product, or better offer developers want to lead. However, while such intent provides the stimulus, careful analysis is required for the purpose of deciding on strategic content. As far as strategic content is concerned, analysts such as Peters (1990); McKenna (1991); Hamel and Prahalad (1994) argue that innovative market vision provides the foundation for analysing and acting on customer preferences. Types of offer developments Offer development comprises a set of business activities undertaken by suppliers acting in their own self-interest. It is appropriate, therefore, for these activities to be studied from the viewpoint of the supplier, rather than from the viewpoint of the buyer. This distinction is important. It is, for example, common practice for suppliers to develop offers which are new to them, but which have already been made available on the market by competitors. This means that the offer may not appear as new to buyers, but certainly presents a new challenge for suppliers who have fallen behind in the competitive race. From the point of view of the supplier, two dimensions determine the newness of the offer. First, the newness of the product attributes; second, the newness of the augmentation provided. These two dimensions and the four types of offer development which can be pursued are shown in Figure 4. The reader will notice similarities with Figure 1, which earlier dealt solely with product development variants. Both figures address the same business aims; the difference between them is that Figure 4 shows how specific business aims can be served by particular types of offer developments.

12 Newness of the Product Attributes (to supplier): Low High a review Newness of the Product Augmentation (to supplier): Low Aim: Market Penetration Via: Offer Improvement e.g. improved core attributes and/or improved augmentation Aim: Market Development Aim: Product Development Via: predominantly: Product Development e.g. new product variants such as new derivatives in banking Aim: Diversification 195 High Via: predominantly: Product Augmentation Development e.g. First Direct, Direct Line Via: New-to-the-World Offers e.g. a new business:- overnight delivery (DHL) distance education (O.U.) temporary managers Figure 4. Growth vectors served by offer development variants Offer improvement is likely to pose a supplier with lesser challenges and risks than new-to-the-world offers (in Figure 4). In the case of the latter, both product attributes as well as product augmentation pose fresh challenges. In between these two extremes is a wide range of offer development options. It has already been pointed out that businesses can be expected to engage in the type of offer development with which they feel most comfortable. In predominantly technology-driven companies greatest emphasis is often placed on core product attributes. This has also been found to be the case with technically sophisticated banking products sold to corporate customers (Johne and Pavlidis, 1996). In predominantly marketing-driven companies, greatest emphasis is likely to be placed on product augmentation development. Product augmentation is effected through focused expenditures on distribution, promotion and operations. It is advertising which informs customers about the availability and performance of offers. It can also enhance image. Personal sales efforts provide pre-sale; during-sale, and after-sale advice and service to customers. Expenditures on distribution are also important. These determine the ways in which core product attributes are made available to target markets. Distribution expenditures will, as has already been shown, reflect investments made for effecting direct links with customers (by mail or telephone) to replace contact through independent intermediaries. The importance of gaining more direct access to customers in today s competitive marketplace is widely recognised. Many financial services suppliers are now working furiously to develop new methods of distribution that can complement existing strengths in order to gain wider access to consumer and business markets (Ennew and Watkins, 1992). Reliance on

13 European Journal of Marketing 32,3/4 196 historical distribution arrangements is increasingly being questioned. As new competitors move into established market sectors, they bring with them expertise in different distribution methods and do not feel constrained by existing corporate structures. Many traditional suppliers have been forced to amend their distribution arrangements to meet this new competition. Adding new channels to existing ones creates hybrid marketing systems (Moriarty and Moran, 1990). Additional forces behind distribution expenditures include attempts by many financial institutions to become more complete service providers, serving new as well as existing customers with a wider range of products. Some of these new products require new channels. In many parts of the financial services industry it is now accepted by management that traditional channels (i.e. branch networks for banks; salesforces for insurance companies; intermediaries for investment houses) are no longer sufficient to attract the target customers of the future; also, that those forms of augmentation no longer provide the means for servicing certain customers appropriately. Purposes served by new service development NSD can serve two main sets of purposes: (1) business purposes; and (2) personal purposes. Business purposes are those aimed at fulfilling the objectives of the supplying organization; personal objectives are aimed at fulfilling the personal objectives of those involved. We deal with each in turn. Business purposes of NSD The main types of service development were discussed in the previous section. It was seen that NSD ranges from improvements right through to new-to-theworld offers. The multitude of forms which NSD can take reflects the fact that individual service offers are in practice launched for very different business purposes. Johne (1995) has discussed methods for evaluating different types of developments within a business development context. Very rarely are new products developed purely for the bottom-line profit they add. Individual developments may, for example, be launched to complement existing products; to use company resources more fully; to broaden or improve the company image; to diversify, or to grow into new markets (Shipley et al., 1991). In the financial services sector, the commercial aims of these wider forms of product development include: enhancing the profitability of other products; attracting new customers; improving the loyalty of existing customers; providing a platform for future new service products by opening up a new market, or changing the company s image (Easingwood and Percival, 1990). Individual product developments can also usefully add to an existing range of products, making it more likely that a supplier will be able to satisfy all of their customers financial services needs and wants so that these are able to

14 engage in one stop shopping (Berry, 1982). This can help to tie a customer to one supplier. For, if a customer uses a competitor to buy a missing service, there is always the risk of that customer eventually switching all their business (Haaroff, 1983). In the financial services sector many product developments have in recent years been of a defensive nature, being designed to retain existing customers (Davison et al., 1989; Drew, 1995b). Additional benefits can, of course, result such as enhancing the company s image; gaining a reputation for innovativeness, and enhancing competitive capability across a wider front. In financial service markets the opportunity cost of lost custom is frequently considerably higher than the actual cost of introducing a new product (Haaroff, 1983). This is a particularly important issue because customer loyalty in the financial services sector is declining. Customers are increasingly inclined to use several financial institutions to satisfy their different financial needs. It has been pointed out that there may, indeed, be fewer reasons for staying loyal to a bank as technological developments make interaction more impersonal (Lewis, 1989; Moutinho and Brownlie, 1989). A new service may achieve higher overall customer satisfaction through increasing the number of satisfied customers as well as increasing the satisfaction of existing customers. Satisfied customers provide referrals and may be willing to pay a price premium (Reicheld and Sasser, 1990). Similarly, perceived service quality is said to lead to repeat purchases (Grönroos, 1990). In addition, building a reputation for being innovative may make it easier for a company to introduce radical new products as consumers are more ready to accept such products from proven innovators (MacMillan and McCaffrey, 1984). New product introductions may also be used to change the perceptions of consumers within existing markets (see Easingwood and Percival, 1990). Companies may introduce products specifically to increase their profile with intermediaries and consumers, especially in market segments or geographical areas where they have traditionally been weak, rather than opening up entirely new markets. For example, when a Scottish bank launched a home banking service in England, it significantly increased its profile in England (Tait and Davis, 1989). Similarly, the marketing in the USA of a cash management service by a UK bank helped with the marketing of its other corporate banking services (Haaroff, 1983). NSD may be undertaken to prepare for the future (Dvir and Shenhar, 1990). The technical infrastructure for the development and production, that is to say, the hardware, software and delivery systems of one new product, can provide a platform for other new services (Shostack, 1984a). The human resource infrastructure in design, production and marketing can be improved because the process of developing a new product and overcoming various administrative, legal and operational barriers generates expertise that can be employed in the future (MacMillan and McCaffrey, 1984). The development of a new service can lead to a better understanding of a market s particular requirements, making it easier to spot further opportunities (Easingwood and Percival, 1990). a review 197

15 European Journal of Marketing 32,3/4 198 The benefit of attracting new customers, rather than selling to existing ones, is straightforward as it is hoped that these customers will become users of other services offered by the firm. However, the building of a customer base is a much more strategic goal than a short-term selling objective (Berry, 1986; Meidan, 1984). It is recognised that attracting new customers is considerably more difficult and costly than the soft option of selling to existing ones (Meidan, 1984). An ideal new service is one that attracts new business (Berry, 1982). Many product introductions in the financial services sector are designed to attract new customers by offering improved versions of existing products (Davison et al., 1989). The attraction of new customers can even be the specific reason for the introduction of a new product. For example, a recently introduced building society checking account was developed with the principal objective of attracting new customers who will eventually purchase other more profitable products (Edgett and Jones, 1991). A UK bank introduced a cash management service in the hope they may, over time, become their customers main banker (Haaroff, 1983). It should be noted that some benefits of NSD may be interrelated, and of course any development project can produce multi-benefits. s aimed at producing immediate benefits to the firm can produce strategic by-products. Even new products which, at first, are thought of as failures, can benefit the firm in the long term by augmenting the organization s knowledge of new markets or technologies, or by building the strength of the organisation itself (Maidique and Zirger, 1985). In the financial services sector the benefits to the firm of such by-products have been found to equal the estimated direct financial benefits (Easingwood and Percival, 1990; Storey and Easingwood, 1993b). It has been claimed that the financial loss from development failures in the case of financial service products can be low (Davison et al., 1989). There are, however, considerable hidden costs in introducing new products, such as the cost of wasted managerial effort on less than successful products; the adverse effect of failure on corporate image, and a reduced ability to introduce other new products because of resource constraints (Bortree, 1991). Another problem is that many financial products cannot be withdrawn once launched. Although a product can be made unavailable to new customers, it frequently needs to be maintained and supported for existing users (Davison et al., 1989; Easingwood, 1986). Personal purposes of NSD Little research has been reported into the personal aspirations of managers involved in NSD. Recent work undertaken by Griffin and Page (1993) is insightful. It shows that the aspirations of most middle level product development managers are distinctly different from those of many academic researchers and top corporate level executives. New product development managers are reported, first and foremost, as wanting to avoid (individual) product development failures. It appears that very few empirical researchers have asked managers probing questions about the sort of product development

16 success they actually aim at. Griffin and Page s (1993) investigation is a notable exception. These researchers found that managers concentrate attention heavily on financial and sales measures with predominant emphasis on the shorter run. In addition, managers are intently interested in how projects proceed in terms of team performance, and giving personal satisfaction to participants. This is an area crying out for more research. The new service development process In reviewing the literature on the new service development process, six key themes emerge (as depicted in Figure 5). These are: (1) the corporate environment; (2) the process itself; (3) the people involved; (4) analysis of opportunities; (5) development; and (6) implementation. a review 199 Corporate Environment Process People Analysis Development Implementation Figure 5. development themes Corporate environment While there are always market opportunities, firms often have difficulty in capitalising on these opportunities. Research studies have investigated barriers to innovation and the pre-requisites for new service development to flourish (Drew, 1995a; Ennew and Wright, 1990; Hodgson, 1986a; Thwaites, 1992). All these studies have stressed the need for a clear corporate vision concerning the role NSD is to play in organic business development. For NSD to flourish, top management must be committed to innovation, both in terms of the resources made available for development and with practical help. Clear goals must be set for the NSD programme. In general, the culture of the organisation plays an important role. There should not be fear of failure. Excessive bureaucracy can stifle innovation. Internal systems should support innovation and enhance communication. A lack of high quality and experienced development staff is a major barrier to innovation. Job descriptions and reward systems should,

17 European Journal of Marketing 32,3/4 200 ideally, also be linked to innovation. MacMillan and McCaffery (1984) suggest encouraging internal entrepreneurs as a means of pursuing aggressive product innovation. Many service companies do not, as yet, have a strategic focus on NSD and lack development competencies and appropriate organisational structures (Easingwood, 1986; Edgett, 1993; Martin and Horne, 1993; Scheuing and Johnson, 1989a). It has, however, been found that top performing banks have more formalised and better structured new service development programmes than lesser performing banks (Johne and Harborne, 1985; Johne and Pavlidis,1996; Reidenbach and Moak, 1986). Johne (1993) found that few top insurance managers provide the sort of support that could be described as envisioning, energizing and enabling an innovation programme. Edvardsson, et al. (1995) have identified further problem areas in the management of development projects. These include a lack of clarity in who owns the project, resulting in intra-organizational conflicts; and also co-ordination problems. As a result, there is often a lack of information about specifications and goals at the start of the development process. Faster product development has been identified as a major strategic priority (Drew, 1995b; Ennew and Wright, 1990). The main barriers to rapid innovation include the issues outlined above. In addition, Drew (1995b) suggests using reengineering principles to change an organization s culture and structure. This, coupled with a greater commitment to teamworking and empowerment, can certainly result in faster product development. The process Shostack (1984b) has identified four essential characteristics of an effective development process for new service products: (1) objectivity; (2) precision; (3) fact-driven; and (4) methodologically based. Certainly, in the field of tangible product development, there is now evidence of highly sophisticated procedures being used. For example, Cooper (1994) expounds the merits of third generation new product practices which go beyond simple functional stage-gate systems and introduce focus on business objectives; fluidity; fuzzy-gates, and more flexibility. In general, these levels of sophistication have yet to be attained in many fields of services development. In the overall area of services, in which product development can often be copied quickly, and frequently involves very minor investments in terms of time and money, current activity is described as failing to meet Shostack s essential characteristics. Bowers (1989); Scheuing and Johnson (1989a); Martin and Horne (1993) have all shown that service suppliers do not, in general, use

18 sophisticated and formal development procedures. For example, Reidenbach and Moak (1986) found that the average length of the development process for banks was a surprisingly long six months, and that new product failures tend to be those that skip certain stages of the process or that are carried out haphazardly (see later section Key activities ). Much of the research into the development of new services has looked at how different stages in the development process have been carried out. Edgett (1996) found that financial service companies are still skipping large parts of the process and even when stages are carried out they are done less than proficiently. Most research into the development process has followed Booz et al. s (1982) simple model of the new product development process (see Table II), or an adaptation of it. While NSD has to follow the same generic process as NPD, the relative importance of each stage and how each stage is carried out is affected by the unique characteristics of services. Product screening, concept testing, product testing and market testing techniques have found to be little used in NSD (Bowers, 1989; Davison et al., 1989; Easingwood, 1986; Edgett, 1993; Scheuing and Johnson, 1989a). Where they are carried out, they are done less than proficiently, even though they are considered to have a high impact on the outcome (Mohammed-Salleh and Easingwood, 1993; Reidenbach and Moak, 1986). It might be that sophisticated and formal procedures are followed for larger investments in service product development. To date no empirical results confirm this. While it is probable that more expensive investments will, indeed, be assessed more rigorously, it is also likely that such rigour is a function of management s overall approach to business development, rather than being primarily a function of project size. It is surprising that there has not been more effort to develop a specific service development model. An exception is the model by Scheuing and Johnson (1989a) which makes the important distinction between the design of the service and the design of the delivery process (see Figure 6). Because a review 201 New product strategy Idea generation Screening and evaluation Business analysis Development Testing Commercialization Source: Booz et al. (1982) Identify the strategic business requirements that the new product should satisfy Search for product ideas to meet strategic objectives A quick analysis of ideas made against criteria that reflect the objectives of the organisation A detailed analysis of the attractiveness of an idea in business terms Translation of the idea into an actual product for the market The commercial experiments necessary to verify earlier business judgements The when, where, to whom and how decisions of the launch Table II. New product development model

19 European Journal of Marketing 32,3/4 202 Marketing objectives Internal sources Customer contact personnel 1. Formulation of new service objectives and strategy 2. Idea generation 3. Idea screening 4. Concept development Environmental analysis External sources Prospects 5. Concept testing Budget development 6. Business analysis Market 7. Project authorization Operations personnel 8. Service design and testing Users Operations personnel 9. Process and systems design and testing 10. Marketing and program design and testing Users 11. Personnel training All personnel 12. Service testing & pilot run Users 13. Test marketing Users Figure 6. Normative model of new service development process 14. Full-scale launch 15. Post-launch Source: Scheuing and Johnson (1989a) services are, by their nature processes, delivery systems assume a high importance in the development of successful new services (Langeard and Eiglier, 1983; Lovelock, 1984). The model also shows the involvement of customer-contact staff and customers in the process. Shostack (1984b) discussess the development of a discount brokerage service. The development process identified was complex (see Figure 7). It was highly verbal and iterative with each stage aimed at further specifying the service and its process. Often rudimentary documentation and informal decision making results in costly delays. However, it is also argued that a detailed, formalized planning system stifles the creativity needed to develop really successful new services (Edvardsson et al., 1995).

20 First level stages: 1. First phase definition vague description of the basic service function produced. 2. First phase analysis information gathering process (internal and external). 3. First phase synthesis clarification of the service definition and boundaries drawn. a review 203 Second level stages: 4. Second phase definition detailed service description produced. 5. Second phase analysis internal review of the service and external market research. 6. Second phase synthesis documentation of service description & implementation plans. The final stages: 7. First phase implementation operation functions put in place and tested. 8. Second phase implementation implementation of communication strategy. 9. Market introduction the service goes live. Source: Shostack (1984b) 10. Post-introduction audit review of service and starting point for further development. Figure 7. A discount brokerage example of NSD The people As has already been stressed, people involvement is crucial in NSD. There are three groups of individuals that must be managed in an effective development project: (1) the development staff; (2) the customer-contact staff; and (3) the customers.

The authors provide the frameworks, analysis tools and route-maps to understand and action creating a marketdriven

The authors provide the frameworks, analysis tools and route-maps to understand and action creating a marketdriven : How to build and lead a market-driven organisation Malcolm McDonald, Martin Christopher, Simon Knox & Adrian Payne FT/Prentice Hall, 2001 ISBN: 0273642499, 206 pages Theme of the Book Marketing is too

More information

An Integrated Approach to Managing Innovation. White Paper

An Integrated Approach to Managing Innovation. White Paper An Integrated Approach to Managing Innovation White Paper Innovation is the core business competency of the 21 st century. In order to not only compete and grow but to survive in a global economy, businesses

More information

CREATING A LEAN BUSINESS SYSTEM

CREATING A LEAN BUSINESS SYSTEM CREATING A LEAN BUSINESS SYSTEM This white paper provides an overview of The Lean Business Model how it was developed and how it can be used by enterprises that have decided to embark on a journey to create

More information

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology Customer relationship management MB-104 By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology University Syllabus UNIT-1 Customer Relationship Management- Introduction

More information

Creating Powerful Brands. Malcolm McDonald and Leslie de Chernatony. Theme of the Book

Creating Powerful Brands. Malcolm McDonald and Leslie de Chernatony. Theme of the Book Malcolm McDonald and Leslie de Chernatony Butterworth Heinemann, September 2003, 496 pages ISBN 0750659807 Theme of the Book A thorough and practical analysis of the essential elements of branding, giving

More information

Kea Influencer Relations and Marketing for High-Tech & Technology Providers

Kea Influencer Relations and Marketing for High-Tech & Technology Providers Kea Analyst Relations Industry analysts play a key role in defining markets and educating buyers. We work with clients to identify and track the most influential and relevant industry analysts, and advise

More information

E-Customer Relationship Management in the Clothing Retail Shops in Zimbabwe

E-Customer Relationship Management in the Clothing Retail Shops in Zimbabwe IJMBS Vo l. 3, Is s u e 1, Ja n - Ma r c h 2013 ISSN : 2230-9519 (Online) ISSN : 2230-2463 (Print) E-Customer Relationship Management in the Clothing Retail Shops in Zimbabwe 1 Muchaneta Enipha Muruko,

More information

Contents. Part- I: Introduction to Services Marketing. Chapter 1 Understanding Services 3-22. Chapter 2 The Nature of Services Marketing 23-38

Contents. Part- I: Introduction to Services Marketing. Chapter 1 Understanding Services 3-22. Chapter 2 The Nature of Services Marketing 23-38 Contents Part- I: Introduction to Services Marketing Chapter 1 Understanding Services 3-22 Chapter 2 The Nature of Services Marketing 23-38 Part- II: The Customer Experience Chapter 3 Consumer Behavior

More information

place-based asset management

place-based asset management place-based asset management Managing public sector property to support aligned local public services TOWN HALL CIPFA, the Chartered Institute of Public Finance and Accountancy, is the professional body

More information

All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA.

All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. Those modules are: Building High Performance Organisations Management and Organisational

More information

Effectiveness of Customer Relationship Management Programs

Effectiveness of Customer Relationship Management Programs Evgeni Stanimirov * Summary: Customer relationship management (CRM) has been among the most widely debated topics in the field of marketing during the last decade. Regardless of the significant interest

More information

CHAPTER 8: Organisational objectives, growth and scale

CHAPTER 8: Organisational objectives, growth and scale CHAPTER 8: Organisational objectives, growth and scale The Objectives of Organisations Key Revision Points Organisational goals can be classified into a number of categories: Those that aim to make a profit

More information

Competition and Markets Authority (CMA): inquiry into the UK banking sector

Competition and Markets Authority (CMA): inquiry into the UK banking sector Competition and Markets Authority (CMA): inquiry into the UK banking sector Jeremy Peat Visiting Professor, International Public Policy Institute University of Strathclyde Making a difference to policy

More information

EXAM EXEMPLAR QUESTIONS

EXAM EXEMPLAR QUESTIONS Level 6 Professional Diploma in Procurement and Supply PD2 - Corporate and business strategy EXAM EXEMPLAR QUESTIONS QUESTIONS AND INDICATIVE ANSWER CONTENT Page 1 of 8 QUALIFICATIONS 2013 QUESTIONS AND

More information

CRM for the Construction Industry: Building the Business Case David Howse Professional Services Director SevenThree Limited

CRM for the Construction Industry: Building the Business Case David Howse Professional Services Director SevenThree Limited SevenThree White Paper CRM for the Construction Industry: Building the Business Case David Howse Professional Services Director SevenThree Limited Copyright 2006 SevenThree Limited. All rights reserved.

More information

Adviser Guide to the Select Multi-Asset Portfolios - Select Defensive and Select Growth Portfolios

Adviser Guide to the Select Multi-Asset Portfolios - Select Defensive and Select Growth Portfolios Adviser Guide to the Select Multi-Asset Portfolios - Select Defensive and Select Growth Portfolios Leading the way in multi-asset portfolios since 2002 Contents Why consider multi-asset portfolios? What

More information

Twelve Initiatives of World-Class Sales Organizations

Twelve Initiatives of World-Class Sales Organizations Twelve Initiatives of World-Class Sales Organizations If the economy were a season, we are looking at an early spring after a long, hard winter. There is still uncertainty that it is here to stay, but

More information

BROKER-CLIENT RELATIONSHIP: A CONCEPTUAL FRAMEWORK

BROKER-CLIENT RELATIONSHIP: A CONCEPTUAL FRAMEWORK BROKER-CLIENT RELATIONSHIP: A CONCEPTUAL FRAMEWORK Ahmed Beloucif Aberdeen Business School, The Robert Gordon University Garthdee Road, Aberdeen AB10 7QE. Tel.: (01224) 263800 E-mail: a.beloucif@rgu.ac.uk

More information

The Value of Consulting

The Value of Consulting The Value of Consulting An analysis of the tangible benefits of using management consultancy Management Consultancies Association 2010 March 2010 2 The Value of Consulting CONTENTS Foreword 3 Executive

More information

Making business simple...

Making business simple... Making business simple... Introduction 2 Contents Every business needs a Marketing Plan. This guide has been created to assist you in putting your Marketing Plan together. This guide will help you to indicate

More information

New Product Development Processes within the Australian Software Industry. Jessica Severin, Paul Harrison and Heath McDonald Deakin University

New Product Development Processes within the Australian Software Industry. Jessica Severin, Paul Harrison and Heath McDonald Deakin University New Product Development Processes within the Australian Software Industry Jessica Severin, Paul Harrison and Heath McDonald Deakin University Track 15 Services Marketing Abstract It is widely acknowledged

More information

COST OF PROVIDING FINANCIAL ADVICE

COST OF PROVIDING FINANCIAL ADVICE ABI RESEARCH PAPER NO 22, 2010 COST OF PROVIDING FINANCIAL ADVICE Identifying and quantifying the cost of the key components of a full advice service Report from Charles River Associates By Kyla Malcolm,

More information

Much case study material adds further weight to an experience-packed text, showing major benefits that can be gained by effective CRM.

Much case study material adds further weight to an experience-packed text, showing major benefits that can be gained by effective CRM. Handbook of CRM: Achieving Excellence in Customer Management Adrian Payne Elsevier 2006 ISBN: 0750664371, 438 pages Theme of the Book This highly usable book: gives the reader a strong understanding of

More information

Best in Class Referral Programs

Best in Class Referral Programs Take your business to the next level Best in Class Referral Programs Lower cost per sale, Higher Retention, Increased Profits Free Sales and Marketing Audit Call 410-977-7355 Best in Class Customer Referral

More information

RELEVANT TO FOUNDATION LEVEL PAPER FAB / ACCA QUALIFICATION PAPER F1

RELEVANT TO FOUNDATION LEVEL PAPER FAB / ACCA QUALIFICATION PAPER F1 RELEVANT TO FOUNDATION LEVEL PAPER FAB / ACCA QUALIFICATION PAPER F1 The role of marketing Section B2(e) of the Paper FAB Study Guide states that candidates should be able to describe the roles and functions

More information

The Information Management Body of Knowledge

The Information Management Body of Knowledge The Information Management Body of Knowledge 2 Allen Lee s simple model (see Fig. 1.2) was the foundation of the IMBOK, but it masks huge complexities in the territory where information technology, business

More information

CHAPTER 11 INTERNATIONAL STRATEGY AND ORGANIZATION

CHAPTER 11 INTERNATIONAL STRATEGY AND ORGANIZATION CHAPTER 11 INTERNATIONAL STRATEGY AND ORGANIZATION LEARNING OBJECTIVES: 1. Explain the stages of identification and analysis that precede strategy selection. 2. Identify the two international strategies

More information

How to Write a Business Plan

How to Write a Business Plan How to Write a Business Plan Small Business Development Center (SBDC) A well-written comprehensive business plan forms the basis for the success of any business venture. The business plan is a written

More information

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened

More information

See what cloud can do for you.

See what cloud can do for you. See what cloud can do for you. Uncomplicating cloud business Table of contents Introduction 3 Why cloud is relevant for your business? 4 What is changing? 4 Why organizations are moving to cloud 5 What

More information

Questions & Answers SERVICE INNOVATION. Dorothy I. Riddle, Ph.D., CMC Service-Growth Consultants Inc. riddle@servicegrowth.com

Questions & Answers SERVICE INNOVATION. Dorothy I. Riddle, Ph.D., CMC Service-Growth Consultants Inc. riddle@servicegrowth.com Questions & Answers SERVICE INNOVATION Dorothy I. Riddle, Ph.D., CMC Service-Growth Consultants Inc. riddle@servicegrowth.com Successful service firms compete through innovation because how a service is

More information

BRAND ENGAGEMENT. Introduction to Brand Engagement ATTACHMENT ENGAGE FOCUSED MESSAGE ATTRACTION DEVELOP ADVERTISING ADVERTISING

BRAND ENGAGEMENT. Introduction to Brand Engagement ATTACHMENT ENGAGE FOCUSED MESSAGE ATTRACTION DEVELOP ADVERTISING ADVERTISING Engagement Intelligent Market Research BRAND COMMUNICATION COMMUNICATION ORGANISATION EXPERIENCE CREDIBILITY MESSAGE ATTACHMENT ATTACHMENT RELIABLE MANAGEMENT SOCIAL MEDIA SOCIAL MEDIA CREDIBILITY MEDIA

More information

Mortgage Distribution Channels: Estimates of lending

Mortgage Distribution Channels: Estimates of lending Mortgage Distribution Channels: Estimates of lending Dean Garratt, Economist, Council of Mortgage Lenders Deregulation and technological advancement have contributed to a multi-channel approach. The competitiveness

More information

Appendix A. The Business Plan

Appendix A. The Business Plan Appendix A The Business Plan A key element of business success is a business plan, a written statement of the rationale for the enterprise and a step-by-step explanation of how it will achieve its goals.

More information

THE POLISH BUSINESS ENVIRONMENT FOR LANGUAGE SERVICE PROVIDERS IN VIEW OF THE PORTER S FIVE FORCES MODEL

THE POLISH BUSINESS ENVIRONMENT FOR LANGUAGE SERVICE PROVIDERS IN VIEW OF THE PORTER S FIVE FORCES MODEL International Journal of Emerging and Transition Economies Vol. 5, No. 1-2, 2012, 57-64 THE POLISH BUSINESS ENVIRONMENT FOR LANGUAGE SERVICE PROVIDERS IN VIEW OF THE PORTER S FIVE FORCES MODEL Monika Kowalska

More information

Get more from less. BT Expedite. How to build a prioritised CRM strategy in five steps. White paper

Get more from less. BT Expedite. How to build a prioritised CRM strategy in five steps. White paper Get more from less How to build a prioritised CRM strategy in five steps BT Expedite White paper Contents Executive summary...3 What is CRM and where is it going?...4 Get more from less: create a prioritised

More information

A Guide to Carrying Out a SWOT Analysis Introduction

A Guide to Carrying Out a SWOT Analysis Introduction A Guide to Carrying Out a SWOT Analysis Introduction Resource 1.4 A SWOT (strengths, weaknesses, opportunities and threats) analysis is often done as part of the process of developing a business plan or

More information

All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. Those modules are:

All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. Those modules are: All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. Those modules are: Management and Organizational Change (P.4) Leading Strategic Decision

More information

Adoption Data Analysis: Narrative. Produced by. The Association of Directors of Children s Services (ADCS)

Adoption Data Analysis: Narrative. Produced by. The Association of Directors of Children s Services (ADCS) Adoption Data Analysis: Narrative Produced by The Association of Directors of Children s Services (ADCS) April 2013 ADCS Adoption Data Analysis Narrative (April 2013) 1. Introduction 1.1. Directors of

More information

Integrating the Supply Chain

Integrating the Supply Chain INTEGRATING THE SUPPLY CHAIN 3 T he role of the manufacturing industry is to create wealth by adding value and selling products. Integrating the Supply Chain by Graham C. Stevens The Scope of the Supply

More information

TALENT MANAGEMENT AND SUCCESSION PLANNING

TALENT MANAGEMENT AND SUCCESSION PLANNING White Paper TALENT MANAGEMENT AND SUCCESSION PLANNING The CEO s and Chairman s role in talent management and succession planning is huge it should never be just a function of HR, because this is a top-down

More information

End to end Complaint Handling Services

End to end Complaint Handling Services End to end Services Exceptional standards delivered by quality teams Why Hazell Carr? Good communication and excellent relationships with our clients & 95% of projects delivered on or before time Extensive

More information

The New Physics of Customer Loyalty

The New Physics of Customer Loyalty The New Physics of Customer Loyalty Manage Customer Migration Based on the Loyalty Profile of Your Customer Base McKinsey Marketing Practice Overview Today s rapidly changing competitive arena has caused

More information

Introduction to Management Information Systems

Introduction to Management Information Systems IntroductiontoManagementInformationSystems Summary 1. Explain why information systems are so essential in business today. Information systems are a foundation for conducting business today. In many industries,

More information

Increasing operational efficiency through improved customer service a case from the process maintenance business

Increasing operational efficiency through improved customer service a case from the process maintenance business Increasing operational efficiency through improved customer service a case from the process maintenance business Jaana Auramo, Kari Tanskanen and Johanna Småros Department of Industrial Engineering and

More information

The Marketing Automation report 2014. In association with RedEye International

The Marketing Automation report 2014. In association with RedEye International The Marketing Automation report 2014 RedEye International Marketing Automation aims to take the effort out of achieving genuinely targeted messaging. What started out as a focus on automating the process

More information

Barco Marketing Case Analysis

Barco Marketing Case Analysis Barco Marketing Case Analysis I. Position Statement: Over the past few months, many events have led Barco Projection Systems to be confronted with an important decision: Barco needs to continue its development

More information

THE COSTS AND BENEFITS OF DIVERSITY

THE COSTS AND BENEFITS OF DIVERSITY Fundamental rights & anti-discrimination THE COSTS AND BENEFITS OF DIVERSITY European Commission Emplo 2 THE COSTS AND BENEFITS OF DIVERSITY A Study on Methods and Indicators to Measure the Cost-Effectiveness

More information

Eight Leadership Principles for a Winning Organization. Principle 1 Customer Focus

Eight Leadership Principles for a Winning Organization. Principle 1 Customer Focus Eight Leadership Principles for a Winning Organization Leading and operating an organization successfully requires managing it in a systematic and visible manner. Success should result from implementing

More information

Key Terms. DECA Ryerson 2015-16 Case Guides Business to Business Marketing

Key Terms. DECA Ryerson 2015-16 Case Guides Business to Business Marketing Key Terms Acquisition Costs: The incremental costs involved in obtaining a new customer. Agent: A business entity that negotiates, purchases, and/or sells, but does not take title to the goods. Benchmark:

More information

Athens University of Economics and Business. An Introduction to Services Marketing

Athens University of Economics and Business. An Introduction to Services Marketing Athens University of Economics and Business An Introduction to Services Marketing 1 Defining services Activities, benefits and satisfactions, which are offered for sale or are provided in connection with

More information

Competency Based Recruitment and Selection

Competency Based Recruitment and Selection Competency Based Recruitment and Selection A Handbook for Managers 2010 March 2010 v2 1 March 2010 v2 2 Table of Contents Introduction...4 1. What are competencies?...4 2. Why use competencies for recruitment

More information

Assessing energy supply profitability: does a margins approach make sense?

Assessing energy supply profitability: does a margins approach make sense? Agenda Advancing economics in business Assessing energy supply profitability: does a margins approach make sense? How profitable should a competitive energy supply business be? Companies need to know this

More information

AS BUSINESS Paper 2 Specimen Assessment Material. Mark scheme

AS BUSINESS Paper 2 Specimen Assessment Material. Mark scheme AS BUSINESS Paper 2 Specimen Assessment Material Mark scheme Mark schemes are prepared by the Lead Assessment Writer and considered, together with the relevant questions, by a panel of subject teachers.

More information

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS Viruli de Silva ABSTRACT This article is based on a recent research conducted in the Sri Lankan banking sector and it discusses how the

More information

Royal Institute of British Architects. Procurement policy. Building teams achieving value

Royal Institute of British Architects. Procurement policy. Building teams achieving value Royal Institute of British Architects Procurement policy Building teams achieving value November 2001 RIBA Procurement Policy The RIBA is committed to construction procurement that: R provides the best

More information

Marketing (Marketing Principles)

Marketing (Marketing Principles) Marketing (Marketing Principles) Main Aim(s) of the Unit: To provide students with a foundation for the analysis of marketing within organizations including decision making processes, segmentation, the

More information

Integrated Communication

Integrated Communication Integrated Communication Integrated Communication is a 15-credit mandatory module which sits within the suite of Level 4 modules. To gain the CIM Level 4 Certificate in Professional Marketing a pass in

More information

Collaborative CRM Workshop. 02 Partner Alignment & Project Objectives

Collaborative CRM Workshop. 02 Partner Alignment & Project Objectives Collaborative CRM Workshop 02 Partner Alignment & Project Objectives 1 Collaborative CRM 2005 02 Partner Alignment & Project Objectives Copyright ECR Europe 2005. All rights reserved. Version 7.0 June

More information

GENERAL GUIDELINES FOR DEVELOPING A BUSINESS PLAN

GENERAL GUIDELINES FOR DEVELOPING A BUSINESS PLAN GENERAL GUIDELINES FOR DEVELOPING A BUSINESS PLAN August 2012 Table of contents Introduction... 3 1. Executive Summary... 3 2. Business Summary... 3 2.1 Company Summary... 3 2.2 Management Summary... 3

More information

Managing Customer. Relationships

Managing Customer. Relationships Managing Customer Relationships A guide to help you identify a range of areas to address in order to get the most from your relationships with your customers Managing customer relationships should be seen

More information

Communication and marketing services

Communication and marketing services Communication and marketing services Contents Creativity is contagious. Pass it on. Albert Einstein 4. How we can help you 6. Creative services 8. Digital services 10. Print management 12. Customer communications

More information

The Strategic Importance of Current Accounts

The Strategic Importance of Current Accounts The Strategic Importance of Current Accounts proven global expertise The Strategic Importance of Current Accounts THE STRATEGIC IMPORTANCE OF CURRENT ACCOUNTS With more than sixty-five million active personal

More information

Marketing Plan Proforma

Marketing Plan Proforma Marketing Plan Proforma THE STEP BY STEP GUIDE TO DEVELOPING YOUR OWN MARKETING PLAN www.sheltonassociates.co.uk INTRODUCTION- What is Marketing? The Chartered Institute of Marketing defines it as the

More information

Entrepreneurship & Business Management N4

Entrepreneurship & Business Management N4 Oxbridge Academy effortless excellence in education Entrepreneurship & Business Management N4 Study Guide Preview CONTENTS TOPIC 1: THE CHALLENGES OF ENTREPRENEURSHIP 1.1 Defining the concept entrepreneur

More information

Marketing Plan. Contents. Introduction: Using the Marketing Planning Framework. The Elements of the Marketing Planning Framework

Marketing Plan. Contents. Introduction: Using the Marketing Planning Framework. The Elements of the Marketing Planning Framework Marketing Plan Contents Introduction: Using the Marketing Planning Framework The Elements of the Marketing Planning Framework Terms of Reference Executive Summary 1. Business Mission 2. External Marketing

More information

Chapter 1 Introduction to Contract Management and Administration

Chapter 1 Introduction to Contract Management and Administration Chapter 1 Introduction to Contract Management and Administration Definitions What is Contract Management? Contract management is the process that ensures both parties to a contract fully understand their

More information

Chapter 1 - Introduction to Management Accounting

Chapter 1 - Introduction to Management Accounting Chapter 1 - Introduction to Management Accounting MULTIPLE CHOICE 1. is devoted to providing information for external users. a. Management accounting b. Financial accounting c. Internal accounting d. Cost

More information

RedEye DATA: THE UGLY BABY OF MULTI-CHANNEL PERSONALISATION MATTHEW KELLEHER - CCO

RedEye DATA: THE UGLY BABY OF MULTI-CHANNEL PERSONALISATION MATTHEW KELLEHER - CCO RedEye DATA: THE UGLY BABY OF MULTI-CHANNEL PERSONALISATION MATTHEW KELLEHER - CCO CONTENTS Introduction What are you trying to achieve? pg 3 Multi-Channel Personalisation What is it? pg 4 Building Blocks

More information

How CRM Software Benefits Insurance Companies

How CRM Software Benefits Insurance Companies How CRM Software Benefits Insurance Companies Salesboom.com Currently, the Insurance Industry is in a state of change where today's insurance field is becoming extremely complex and more competitive. As

More information

Basel Committee on Banking Supervision. Working Paper No. 17

Basel Committee on Banking Supervision. Working Paper No. 17 Basel Committee on Banking Supervision Working Paper No. 17 Vendor models for credit risk measurement and management Observations from a review of selected models February 2010 The Working Papers of the

More information

Higher satisfaction at lower costs: Digitizing customer care. By: Francesco Banfi /// Boris Gbahoué /// Jeremy Schneider

Higher satisfaction at lower costs: Digitizing customer care. By: Francesco Banfi /// Boris Gbahoué /// Jeremy Schneider 10 Higher satisfaction at lower costs: Digitizing customer care By: Francesco Banfi /// Boris Gbahoué /// Jeremy Schneider RECALL No.22 Digital marketing Higher satisfaction at lower costs: Digitizing

More information

THE PLACE OF MARKETING STRATEGIES IN THE CONSOLIDATION OF ROMANIAN BAKERY FIRMS

THE PLACE OF MARKETING STRATEGIES IN THE CONSOLIDATION OF ROMANIAN BAKERY FIRMS THE PLACE OF MARKETING STRATEGIES IN THE CONSOLIDATION OF ROMANIAN BAKERY FIRMS PhD Full, Professor Filimon Stremţan PhD Candidate, Lecturer Andreea Muntean 1Decembrie 1918 University Alba Iulia Abstract:

More information

How to Sell Professional Services

How to Sell Professional Services How to Sell Professional Services By Tony Reiss As the markets for professional services became de-regulated and as partnerships competed more aggressively with each other to win new clients, firms started

More information

Private equity taps into defined contribution

Private equity taps into defined contribution The institutional investor perspective on private equity, venture capital and infrastructure funds www.limitedpartnermag.com Q4 2013 Private equity taps into defined contribution The phasing out of defined

More information

Introduction to Business Process Improvement

Introduction to Business Process Improvement Introduction to Business Process Improvement Learning Objectives By the end of this chapter, you should be able to: Define a business process. State the objectives of business process improvement. Explain

More information

BASES OF COMPETITIVE ADVANTAGE: THE `STRATEGY

BASES OF COMPETITIVE ADVANTAGE: THE `STRATEGY DO YOU HAVE A COMPETITIVE STRATEGY? Many managers talk about the importance of developing an effective competitive strategy. Indeed since Michael Porter wrote about this in 1980 it has become a central

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

Criteria for the Diploma qualifications in business, administration and finance at levels 1, 2 and 3

Criteria for the Diploma qualifications in business, administration and finance at levels 1, 2 and 3 Criteria for the Diploma qualifications in business, administration and finance at levels 1, 2 and 3 Version 2 July 2007 QCA/07/3319 Contents Purpose... 4 Aims... 5 Diversity and inclusion... 7 Structure...

More information

Communicating and influencing

Communicating and influencing HR SLA Page 1 of 9 Communicating and influencing I communicate confidently, professionally, authoritatively and with clarity both verbally and in writing. I use a range of effective communication skills

More information

Trends in Strategic Consulting in the Face of Globalization

Trends in Strategic Consulting in the Face of Globalization Trends in Strategic Consulting in the Face of Globalization Giorgio Rossi Cairo Abstract The competitive context in which companies operate has changed with increasing globalization which continues to

More information

Why is it so difficult to grow revenue, identify emerging customers and partners, and expand into new markets through the indirect sales channel?

Why is it so difficult to grow revenue, identify emerging customers and partners, and expand into new markets through the indirect sales channel? 1 Spring, 2012 Increase Revenues with Channel Sales Management www.channelinsight.com EXECUTIVE SUMMARY Why is it so difficult to grow revenue, identify emerging customers and partners, and expand into

More information

Cost and Value in Sales and Distribution Channels

Cost and Value in Sales and Distribution Channels Cost and Value in Sales and Distribution Channels Situation More and more companies are discovering that their accustomed approaches to selecting and managing sales and distribution channels no longer

More information

Client Relationship Management When does an organisation need to formalise its processes?

Client Relationship Management When does an organisation need to formalise its processes? Client Relationship Management When does an organisation need to formalise its processes? Most senior executives at organisations with large client bases believe that they have relationship management

More information

What is Human Resource Management?

What is Human Resource Management? What is Human Resource Management? It is appropriate to begin by defining our subject area. HRM describes the range of strategies and processes utilised to achieve competitive advantage by matching the

More information

EVALUATION OF SOFTWARE

EVALUATION OF SOFTWARE [From: Translating and the Computer 14. Papers presented at a conference 10-11 November 1992 (London: Aslib 1992)] EVALUATION OF SOFTWARE J E Rowley, Principal Lecturer Crewe+Alsager College of Higher

More information

Benefits Realization from IS & IT, and Change Management of roles and the working practices of individuals and teams.

Benefits Realization from IS & IT, and Change Management of roles and the working practices of individuals and teams. : Delivering Value from IS & IT Investments John Ward and Elizabeth Daniel John Wiley & Son Ltd ISBN: 9780470094631, 399 pages Theme of the Book This book explores a process and practical tools and frameworks

More information

Marketing Masterclass

Marketing Masterclass Marketing Masterclass Are pharmaceutical (or healthcare) companies achieving true marketing excellence? Paul Stuart-Kregor is a Director at The MSI Consultancy, a specialist pharmaceutical marketing company

More information

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing WHITEPAPER 2015 CitiXsys. All Rights Reserved. Page: 1 PREFACE The world is constantly evolving and so are the habits of people

More information

Technology Integration and the Service Desk

Technology Integration and the Service Desk Technology Integration and the Service Desk Table of Contents Introduction 1 Key Findings 2 What benefits do you associate with the integration of technologies? 3 When considering your service management

More information

Marketing planning toolkit for small business

Marketing planning toolkit for small business 10 Minute Guide Marketing planning toolkit for small business Membership Services Moor Hall, Cookham Maidenhead Berkshire, SL6 9QH, UK Telephone: 01628 427500 www.cim.co.uk/marketingresources The Chartered

More information

AL 98-9 Subject: Access to Financing for Minority Small Businesses Date: July 15, 1998

AL 98-9 Subject: Access to Financing for Minority Small Businesses Date: July 15, 1998 AL 98-9 Subject: Access to Financing for Minority Small Businesses Date: July 15, 1998 TO: Chief Executive Officers of all National Banks, Department and Division Heads, and all Examining Personnel PURPOSE

More information

the independent broker role and training requirements

the independent broker role and training requirements new types of worker project January 2009 the independent broker role and training requirements a summary report This is a summary of the main findings and recommendations from a project carried out by

More information

P5 ACCA June 2013 Exam: BPP Answers. Question 1

P5 ACCA June 2013 Exam: BPP Answers. Question 1 Question 1 Text reference. The characteristics of service industries are highlighted in Chapter 3 of the BPP Study Text and revised in Chapter 13. The balanced scorecard, and Fitzgerald and Moon s building

More information

Strategic Marketing Management

Strategic Marketing Management Unit 7: Strategic Marketing Management Unit code: QCF Level 7: Y/602/2065 BTEC Professional Credit value: 10 Guided learning hours: 30 Unit aim This unit provides the learner with the understanding and

More information

CHAPTER V PROMOTING AND MARKETING TRADE INSURANCE - THE MALAYSIAN APPROACH

CHAPTER V PROMOTING AND MARKETING TRADE INSURANCE - THE MALAYSIAN APPROACH CHAPTER V SYNOPSIS PROMOTING AND MARKETING TRADE INSURANCE - THE MALAYSIAN APPROACH Difference Between Selling and Marketing Concept Selling Concept Emphasis is on the product Company first makes the product

More information

Enterprise Mobility Strategy

Enterprise Mobility Strategy Enterprise Mobility Strategy Mobile: The new online frontier for your business Miles Cheetham, Director January 2013 Mobile: The new online frontier for your business Your business is already online. It

More information

Best Value toolkit: Performance management

Best Value toolkit: Performance management Best Value toolkit: Performance management Prepared by Audit Scotland July 2010 Contents Introduction The Audit of Best Value The Best Value toolkits Using the toolkits Auditors evaluations Best Value

More information

The future of payments

The future of payments The future of payments TNS 2013 future of payments study. TNS UK undertook research among 1702 UK consumers who had recently made payments, about those purchase occasions. The research was carried out

More information

Innovations in Outsourcing MOT your contact centre

Innovations in Outsourcing MOT your contact centre I nt ro d uct ion t o a Ca l l Cent re Innovations in Outsourcing MOT your contact centre RXPerience 2009 Innovations in Outsourcing Outsourcing continues to be a hot topic of the call centre industry

More information