Your people and Service Thinking
Today many manufacturing companies tend to take an approach to services from a perspective that is similar to how they usually create value with their products. They see services as a unit of output, so the value is created by the company and then transferred to a customer. In this situation services are just a means to an end (e.g. fixing the machine when it breaks down so the customer can get back to using the machine). Although services are not simple to deliver, the value perceived by the customer on simple product-related services is limited. Just like with products this results in commoditisation of product-related services causing declining revenues and margins. Again companies find themselves in a situation where competition and differentiation is mainly based on price and features.
So, the question is how can you best deliver on these expectations and turn services into an area of sustainable growth and profit? The answer is Service Thinking.
To read the full article log in or sign up.
Are you interested for more articles?   Subscribe to our newsletter!