While this blog focuses mainly on industry, it’s also useful to take a peak at what’s happening elsewhere. Insurance, for example, is particularly important, as it is a primary tool to manage […]
One of the single most important objectives that service executives pursue today is service revenue growth. However, many struggle with this aspect of their business. Perhaps the reason lies in the fact […]
We had such a great response to our article Driving success in service operations through leading indicators: 7 key messages , that Si2 Partners Dag Gronevik and Nick Frank got together with Kris Oldland from […]
Like many of you, I have found the the idea of customer journey maps very compelling as an approach for gaining insight into how customers think and feel, but somewhat intimidated by […]
For UK readers of this briefing, The Service Community will be holding its next event as part of the Servitization Conference to be held at Aston Villa Football club in Birmingham on […]
If last year was the year of the employee, 2016 is promising to be the year of the customer. With executives finally beginning to understand that customer service is a competitive differentiator, […]
The idea of a separation between Product & Service Design in the world of “outcome based services” is out-dated and limiting. In an age where digitization has blurred the boundaries between products […]
In our blog last week ‘Innovation the name of the game following Brexit‘ we discussed some of the reasons why a National Strategy for Engineering Services is important for economic growth. Having been […]
Planned obsolescence is not really a new concept. “God used it with people” as Robert Orben the American comedy writer once said. He also said “Time flies. It is up to you […]
As a Brit living in Luxembourg, Brexit has left a sad feeling and real concern for the growth prospects of the UK. But the people have voted, and we must now move […]
The mistake many leaders in industry make, is to believe that defining a clear vision and strategy with ruthless follow up is the only recipe for success. This may indeed initiate change, […]
The Internet of Things (IoT) and its derivative the Industrial Internet of Things (IIoT) are often heralded as harbingers of Industry 4.0, a new (3rd?, 4th?) industrial revolution based on smart factories […]
Being a Brit, I do feel compelled to mention the on-going EU membership discussion that we are currently involved in. What ever your views, the discussion has once more emphasised how manufacturing has […]
Si2’s Nick Frank gave the keynote presentation at eWON’s FlexThink Developer Conference in Birmingham on 25th May 2016. eWON are the global leader in smart IoT enabled router technology for connecting too machines and industrial […]
In top performing service businesses, leaders take a customer centric, holistic view that questions the norms. Particular areas to look at more deeply are:
1 Investment plan for the future
2 Focus on productivity and not headcount
3 Installed based intelligence
4 Transparent accounting data
5 Balanced R&D investment between products & services
6 Attracting the best people
Do this and you will earn the necessary respect of the many stakeholders needed to drive the business forward.
It was interesting to read the CBI director-general Carolyn Fairborn state that government and business must collaborate to revitalise a modern industrial strategy. In particular that “Manufacturing is evolving. First is the increasing […]
Over the past few years rapid technology advancements and related cost reductions have brought robots (in the broad sense of autonomous systems) to the forefront of news on disruptive industrial technologies, together […]
Background Almost 30 years ago when tiered service plans were first introduced, they were usually shown to customers in tabular form. These tables listed the features in the left column and the […]
In previous articles on pricing (see below), we gave an overview of three generally accepted approaches: “cost plus”, “competitive” and “value based” pricing (VBP) and briefly described a methodology for the latter. […]
In my first post I discussed holistic prognostics outlining the full set of information required by asset stakeholders. I also discussed the two fundamental levers predictive maintenance must deliver to enable value to […]
