World-class
Remote Services
Managing Remote Services in the IoT
Remote services are changing
Are you prepared for the ride?
A Service Innovation Project
3 November - 5 December, 2014
Düsseldorf, Germany
seize
the major opportunities
in remote services
This Service Innovation Project has the duration of a month and it is under the umbrella of the Service
Innovation Programme. That means that by participating in a Service Innovation Project you immediately gain
access to the knowledge we gain through our Research Projects, as well as insights into best practices and
SCP - Service Industry Standards.
The breakthrough value of the Service Innovation Project is that by participating you:
• Get a clear understanding of your company’s performance through the Self-assessment
• Realise your challenges and make them more explicit
The number of machines, devices and sensors connected to the internet
is increasing tremendously. With no doubt the implications for
manufacturing companies are huge.
SMART connected products are creating game changing opportunities
that drive growth via new business models and improve productivity in
service delivery. The impact on competiveness and cost effectiveness of
services and solutions will change markets and complete industries.
The question is:
what
is your company doing about this?
what
progress is your company making?
Everybody is trying to do something on remote services in order to keep
up with the changes, but only few companies are aiming for more than
productivity improvements. A small group of leading companies have
proven that what will really make the difference is to focus on customer
value.
This Service Innovation Project will give you all the knowledge, insight
and practical tools to help you identify new business models and
prepare your service business for the challenges of building a mature
remote service capability.
Seizing these major opportunities without delay is what companies need
to be doing today. At the same time they need to be aware of the
significant challenges that these opportunities create on the business
side, as well as on the technology and organisational side. Challenges
that companies find difficult to face on their own.
The Service Innovation Programme
2015 - Q1 2014 - Q3 2015 - Q3 A knowledge-driven service organisation Boosting Service Sales World-class Remote ServicesFour Service Innovation
Projects per year:
Growth readiness
in the manufacturing
industry
Service strategies
for the Fourth Industrial
Revolution
Two Research Projects:
Component based access
available at your convenience
SCP - Service Industry
Standards:
Growing your business with new services3 November - 21 November: Self-Assessment
26 & 27 November: Breakthrough Session
5 December: Best Practice Report
Service Innovation Project:
World-class remote services
Click here to find out more about the Service Innovation Programme
CLICK HERE
The Project
This Service Innovation Project is a knowledge driven project based on
your questions and company problems. It covers all aspects from
strategy to transformation, providing you with:
> Insights into the strategic opportunities for your company in remote
connected services and a vision of your future
> All knowledge, practical tools and experience needed to successfully
develop your remote capability and transform the organization
03/11 – 21/11
Self-Assessment, providing you with insights into your
company’s capabilities, with regards to successful new services
development, uncovering concrete improvement opportunities
and suggestions for next steps.
26/11 - 27/11
2-day Breakthrough Session, during which all participants
come together and benefit from experience sharing with peers,
industry leaders presenting their case, as well as insights into
best practices and SCP – Service Industry Standards provided
by Noventum Service Management experts.
05/12
Best Practice Report including all presentations and a
summary of the best practices identified during the 2-day
Breakthrough Session, enriched with background information
and suggestions for further reading.
The Project’s
Programme
Managers and Directors of Service Businesses around the
world operating in the following industries:
Manufacturing, Energy, Healthcare, ICT, Consumer Goods and
Financial Services
Who
is this
*Sample figure
The Self-Assessment
> A thought provoking on-line survey
> Resulting in a company specific report directly in your inbox revealing
improvement opportunities and concrete suggestions for next steps*
0 2 3 Customer Experience Management Company Value Management Customer Value Management Customer Journey People Management Delivery
Model BusinessModel
Marketing & Sales Model Service Proposition 1 Best Practice Your Company 4
Speakers
Hilbrand Rustema, Managing Director, Noventum
Hilbrand Rustema is the founder and Managing Director of Noventum, prior to that he was a senior manager with Deloitte Consulting. During the last 20 years Hilbrand has advised leading service companies in the area of Brand Driven Service Strategies, Performance Management, Mergers & Acquisitions, Customer Insight Research, Service Proposition Development, Customer Experience Management, Customer Feedback Management, Global Service Delivery Standardisation, People Development, and Sustainability Strategies.
Volker Marquardt, Founder and Managing Director, Synop Systems
Volker Marquardt started his career after studying computer science in Furtwangen (D) and Leicester (UK). In more than 20 years’ business experience he worked in three main disciplines: Electronic Test Automation for production and field service; Quality
Assurance solutions for call centre, security and enterprise telecommunications; Business Intelligence, covering data warehouse, reporting, data mining and predictive analytics.
Ralf J. Lehmann, Manager European Smart Data Centre, Abbott
Ralf J. Lehmann is an engineer, expert team lead, and innovation manager in the in-vitro diagnostics industry. He is building and managing a Smart Data Centre for the
Diagnostics Division of Abbott Laboratories to cover all Europe, Middle East and Africa, and serves as an advisor for the organisation's global remote monitoring- and data analytics strategy. His particular interest is on the integration of new technologies into the existing thinking and acting of large organizations - far beyond the technology itself.
Karl-Heinz Sauter, Managing Director, Karl-Heinz Sauter Services and Consulting
Karl-Heinz Sauter is the founder and Managing Director of the Karl-Heinz Sauter Services und Consulting GmbH. Prior to that he was director for sales and marketing. He is in business with Remote Services for more than 10 years and his 7-layer-model and LIFE-project-model help companies to develop and launch new, paid smart service products. He drives the development of new standardized connected services, remote, M2M and IoT with consulting, workshops, market studies and conferences. He advises companies of all sizes to launch innovative software and service products and develop new strategies.
Peter Wiener, Head of Product Related Service, Siemens Healthcare
Peter Wiener joined Siemens Healthcare in 2000 after several years in project engineering and project management in Siemens Energy. He began with setting up a Remote Service Infrastructure for reactive and proactive remote services. His
organization is responsible for the operation and development of this infrastructure. Other Siemens divisions are using this world wide available remote service infrastructure for 8 years. Two years ago he set up a data analytic platform to analyze system data and to combine this with other relevant information. He is 57 years old and has over 40 years’ experience working in different areas of Siemens.
Thomas Burger, Head of TeleSupportCentre, Manroland Web Systems
Thomas Burger began his career at Manroland in trial and construction. After his worldwide employment as a Senior Project Manager, he gained experience in a
managerial capacity in the outdoor installation, commissioning, the warranty service and quality management for the external area. With the new corporate name of Manroland Web Systems he was made responsible for the Remote Service (24/7 Hotline TSC) and training.
Speakers
Marcus Menzel, VP and General Manager, PTC Axeda EMEA
Dr. Menzel has an 18 year history in developing new market leading businesses and providing high-value complex enterprise solutions for fast-growth companies to enable business model change. His background spans expertise in CRM, Software Solution Selling, Business Intelligence, Big Data, and The Internet of Things.
Cindy Elliott, Senior Director of Market Strategy and Development for SLM, PTC
Cindy Elliott possesses more than fifteen years of experience serving in worldwide business development and product marketing leadership positions within enterprise software and hardware companies. These responsibilities include market intelligence, strategic solutions and business positioning, and client advocacy programs. In the past two years, Ms. Elliott has completed the executive education Program for Leadership Development at Harvard Business School and attended the Arizona State University Center for Services Leadership Institute.
Stephan Beusen, Sales Manager, Vodafone Global Enterprise
Stephan Beusen started his career after studying Industrial Engineering. He was the Sales and Product Manager of Ford for 10 years. Then he set off for a new challenge as the Sales Manager for Vodafone Global Enterprise. He is now responsible for the sales region of Central Europe. His specialization is mobile and fixed network solutions.
The 2-Day Breakthrough Session
AGENDA DAY 1
November 26th, 2014
09:00 Day
Opening
Speaker: Noventum & KH Sauter
09:30 Remote Services in the IoT and Industry 4.0:
Trends that have a big impact on the way we work and live.
What is the impact and what are the opportunities in
services for manufacturing companies?
Speaker: Karl-Heinz Sauter, KH Sauter
10:00 Driving growth through connected products and
digitalization of services: New business models for
manufacturing companies through remote services in the IoT
Speaker: Hilbrand Rustema, Noventum
10:30 How Smart, Connected Products are Transforming Competition:
A research conducted by Professor Michael E. Porter, Harvard Business
School, and PTC CEO, Jim Heppelmann
Speaker: Cindy Elliott, PTC
11:00 30 minute Coffee Break
11:30 Break-out
Session
> Business models for product and non-product related services:
Changing your role from single player to orchestrator
of the value chain.
Speaker: Hilbrand Rustema, Noventum
> What you can do with new capabilities obtained through remote
service processes: New applications and business opportunities.
Speaker: Karl-Heinz Sauter, KH Sauter
13:00 1 hour Networking Lunch
14:00 Developing new service propositions for remote services:
Case study on how to bring ideas into practice and tap into
new sources of revenue.
Speaker: Hilbrand Rustema, Noventum
14:30 30 minute Coffee Break
15:00 Unlocking New Business Value with Connected
Asset
Management:
Case study of GE Water & Power
Speaker: Marcus Menzel, Axeda
16:00 15 minute Coffee Break
16:15 Break-out
Session
> Big Data: Case study on how value is created from sensors and data.
Speaker: Volker Marquardt, Synop Systems
> Remote platforms and standards: Case study on how to put data
from different sources and formats successfully into use.
Speaker:
ThingWorx
The 2-Day Breakthrough Session
AGENDA DAY 2
November 27th, 2014
09:00 Day
Opening
Speaker: Noventum & KH Sauter
09:30 Implementing and operating Smart services:
Case study about the steps and challenges in the transformation
from traditional support centre to a Smart centre
Speaker: Ralf J. Lehmann, Abbott
10:00 100.000 of M2M connections integrated in ERP environment
for BIG DATA and data-based services
Speaker: Peter Wiener, Siemens Healthcare
10:30 Managing security for remote services:
Case study on how to manage security for remote services.
Speaker: Stephan Beusen, Vodafone
11:00 30 minute Coffee Break
11:30 Break-out
Session
> How to sell high value Smart services:
Case study on how to become successful in selling high
value-added
services.
Speaker: KH Sauter & Thomas Burger, Manroland Web Systems
> How to manage the change towards a Smart services model:
Case study on how to prepare the organisation for Smart remote
services and manage the transformation
Speaker: Noventum & Ralf J. Lehmann, Abbott
13:00 1 hour Networking Lunch
14:00 Executive
Forums:
Moderated discussions on the key business
challenges brought forward by the participants. This provides the
opportunity to get your questions on the table, share experiences and
identify practical solutions (topics are subject to change).
> Executive forum 1: The strategic value of connected products;
Developing new remote services; Selling non product-related
services; Pricing Smart services
> Executive Forum 2: Organisational demands for remote service
delivery; Transforming from reactive to proactive and predictive
service provider; What factors are determining the effectiveness
of remote services.
16:00 Conclusions and closing of the event: What is the future
of remote services?
Speaker: Noventum & KH Sauter
16:45 Networking and drinks
Click here to sign up
for this Service Innovation Project
Click here to sign up
Gain insights into the SCP-Service
Industry Standards
The SCP-Service Industry Standards Best Practice library of
components give full operational descriptions of all aspects of running a
best in class service business. These aspects include:
> Management Practices
> Processes
> Performance Metrics
> People Competencies and
How you can Participate
You can benefit from the Service Innovation Programme throughout the year,
with a Corporate or Individual Programme, or you can select to limit your
participation to a single Service Innovation Project.
> Participation in ONE
Service Innovation Project
including:
>
ONE
Self-Assessment
> ONE 2-day Breakthrough
Session
> ONE Best Practice Report
> Unlimited Participation in
Research Projects
> Free Summaries of Findings
€1495 per Project
> A Strategic Consultation with
one of our consultants
> Unlimited personal participation
in Service Innovation Projects
including:
>
ALL
Self-Assessments
> ALL 2-day Breakthrough
Sessions
> ALL Best Practice Reports
> Unlimited Participation in
Research Projects
> Free Full Report of Findings
€4750 per Year
Optional:
> In-company Strategy Workshop
> Access to the SCP - Service
Industry Standards
> Training Programmes
> Multiple participants at multiple
Service Innovation Projects
including:
> ALL Self-Assessments
> ALL 2-day Breakthrough
Sessions
> ALL Best Practice Reports
> Unlimited Participation in
Research Projects
> Free Full Report of Findings
Upon Request
Contact
With offices all over the world and a talented team of Senior Consultants
at your disposal,
Noventum
is uniquely positioned to help you become a
Service Innovator. To learn more about the company visit our
website
.
For more information, or to discuss your participation possibilities, please
feel free to drop us a message on
[email protected]
or give us a call.
France
Phone number: +33 170 614 827
Germany
Phone number: +49 211 955 899 50
Italy
Phone number: +39 029 296 34 91
Cyprus
Phone number: +357 22 0300 72
The Netherlands
Phone number: + 31 297 566 241
Spain
Phone number: +34 91 0800410
The United Kingdom
Phone number: +44 20 33 556 667
Service Innovation Project
Individual Programme
Corporate Programme
Click here to find out more about the Service Innovation Programme
CLICK HERE