TY - BOOK
T1 - Customer value driven service business development
T2 - Outcomes from the Fleet Asset Management Project
AU - Ahonen, Toni
AU - Reunanen, Markku
AU - Ojanen, Ville
PY - 2010
Y1 - 2010
N2 - Transformation in many companies from goods-dominant
logic towards service-dominant logic has continued, and
the present difficult economic situation in many
companies has actually strengthened this motivation to
develop new service businesses in addition to developing
existing product-service solutions. The aim of this
publication is to enhance the understanding of the
industrial service business, with a focus on aspects
deemed important in creating new successful business: the
success factors and risks of a service provider,
collaborative relationships and networking, information
management in maintenance services and the customer value
of services. In the new service development process,
there are numerous success factors to be considered in
different phases. Our research has revealed some factors
assessed high by industrial firms. We have found that, in
addition to a profound understanding of the customers'
production and business processes, the ability to build
trust and a fast reaction to the changing client needs
among other things are crucial for successful service
development and implementation. Collaborating more
effectively with the customer has also been widely
recognized as a prerequisite of successful service
business. Our research contributes to this field,
especially to the business scenarios of networked
maintenance by exploring the forms of collaboration in a
service provider-customer relationship. New, more
collaborative, ways of working in a networked maintenance
environment are needed and we propose a maintenance
community model as a management framework for these
environments. Information management and communication
solutions for the purposes of complex maintenance
networks are still underdeveloped. We propose ICT
solutions that support the collaboration and information
exchange in the network and at the same time allow
individual members to operate effectively and
independently on the terms of the nature of their
business environment and related dynamics. One challenge
to systematic service innovation is the multidisciplinary
nature of services integrating across technology,
business, social, and client (demand) innovations. In
many firms the success of selling and service provisions
rests with a few individuals able to identify the
customers' expectations and needs and to find appropriate
solutions ad hoc. Despite the centrality of customer
value to marketing, there is a lack of common systematic
methods at organizational level for customer negotiations
and composing service offerings based on customer value.
This has also inhibited efficient utilization of existing
customer data and gathering new relevant information. We
propose a process for analyzing customer value when new
services are created or for complementing the service
offering, also when the customer specific benefits
expected from the services are assessed.
AB - Transformation in many companies from goods-dominant
logic towards service-dominant logic has continued, and
the present difficult economic situation in many
companies has actually strengthened this motivation to
develop new service businesses in addition to developing
existing product-service solutions. The aim of this
publication is to enhance the understanding of the
industrial service business, with a focus on aspects
deemed important in creating new successful business: the
success factors and risks of a service provider,
collaborative relationships and networking, information
management in maintenance services and the customer value
of services. In the new service development process,
there are numerous success factors to be considered in
different phases. Our research has revealed some factors
assessed high by industrial firms. We have found that, in
addition to a profound understanding of the customers'
production and business processes, the ability to build
trust and a fast reaction to the changing client needs
among other things are crucial for successful service
development and implementation. Collaborating more
effectively with the customer has also been widely
recognized as a prerequisite of successful service
business. Our research contributes to this field,
especially to the business scenarios of networked
maintenance by exploring the forms of collaboration in a
service provider-customer relationship. New, more
collaborative, ways of working in a networked maintenance
environment are needed and we propose a maintenance
community model as a management framework for these
environments. Information management and communication
solutions for the purposes of complex maintenance
networks are still underdeveloped. We propose ICT
solutions that support the collaboration and information
exchange in the network and at the same time allow
individual members to operate effectively and
independently on the terms of the nature of their
business environment and related dynamics. One challenge
to systematic service innovation is the multidisciplinary
nature of services integrating across technology,
business, social, and client (demand) innovations. In
many firms the success of selling and service provisions
rests with a few individuals able to identify the
customers' expectations and needs and to find appropriate
solutions ad hoc. Despite the centrality of customer
value to marketing, there is a lack of common systematic
methods at organizational level for customer negotiations
and composing service offerings based on customer value.
This has also inhibited efficient utilization of existing
customer data and gathering new relevant information. We
propose a process for analyzing customer value when new
services are created or for complementing the service
offering, also when the customer specific benefits
expected from the services are assessed.
KW - service business
KW - customer value
KW - asset management
KW - maintenance
M3 - Report
SN - 978-951-38-7417-9
T3 - VTT Publications
BT - Customer value driven service business development
PB - VTT Technical Research Centre of Finland
CY - Espoo
ER -