For those of you in the UK, the next Service Community event is at  Atlas Copco’s State-of-the-art Innovation Centre on Deeside on the 16th October 2019. You can register using this link 

There is something for everyone as well as an opportunity to discuss in the flesh with practitioners who are pushing at the boundaries of Service Thinking. The Service Community creates discussions and insights that are far deeper than most conferences, due to the informal and intimate nature of its events.  It is a community in the true sense of the word, run by volunteers, with no sponsors, no exchange of money, no legal entity no hidden agenda’s, just real people talking about real things motivated by a desire to learn. Si2 is part of the advisory team and so promotes all the events.

The meeting will run from 11.00 – 16.00 and has the following agenda

Welcome and Introduction to Service at Atlas Copco from Ian Cockett IAS Business Line – Service
Ian will discuss the role of Service(s) within the Atlas Copco business and future trends

Developing a Customer Success Organisation: Laurent Winwady – Director Customer Success Europe at Husky Injection Molding Systems SA
Customer Success teams are the new sales organisation in tech companies, but in  Industrial companies, the adoption has been much slower. At Husky,  a global leader in  Injection Molding Systems for PET,  they have introduced a Customer Success organisation in the service world, realigning Field Service, Pro-active services and Spare Parts teams into a customer success organisation. Based in Luxembourg, Laurent has been responsible for implementation in EMEA and will share his experience of the benefits of such a change, as well as the challenges.

Role of digital in developing a Contract business – Iain Crosley Managing Director at Hosokawa Micron UK
Iain has long been pioneering the integration of Digital Technologies into manufacturing processes, and is heavily involved in the Smarter Manufacturing initiative and with Lancaster University. He will share his extensive experiences of the role of digital in Hosokawa and in particular the contract manufacturing services. Hosokawa is a global leader in the powder processing equipment innovation.

Using Advanced Analytics to solve Service Problems in the rail industry – Martin Summerhayes, Head of Service Delivery & Improvement at Fujitsu UK
We hear a lot about Artificial Intelligence, but rarely do we get a chance to hear in detail, how a service business can use advanced analytics to improve customer loyalty. Martin will talk about his journey from Business Problem to developing and implementing a Data Solution that dramatically helped improve service levels.

Achieving Service Excellence using a new British Standard (PAS 280) – Phil Wardle – Blackwater Innovation Ltd
Published in July 2018, PAS280 is the first BSi standard for industrial business leaders to deliver service operational excellence. Phil was the technical author responsible for assimilating best practices developed by leading UK companies such as Rolls Royce, Babcock, BAE and the Ministry of Defence, as well as Cambridge, Cranfield and Aston Universities.  He operates at the interface of industry, education and government as an independent consultant through Blackwater Innovation Ltd. He has a special interest in capability improvement for organisations and personnel, for example as a director of the UK Chapter of the International Institute of Obsolescence Management.

So sign up for this free of charge event at