Seminar 24.1.18 Scandic Copenhagen hotel, Denmark SERVICE BUSINESS & INDUSTRY SERVICE BUSINESS; SERVICE INDUSTRY; PRICE AND PROFIT; FOCUS AREAS OF ACTIVITY; AFTER-SALES SERVICE; MAINTENANCE & MODERNISATION; SERVICE PRODUCT AND SERVICE CONTRACT; TYPES OF SERVICE AGREEMENTS; PRODUCT-SERVICE SYSTEMS; MRO - SERVICE; POWER-BY-THE HOUR SERVICE; TRENDS AND DEVELOPMENTS OF SERVICE BUSINESS; CUSTOMER & QUALITY & EXPECTATIONS & SATISFACTION IN SERVICE

BUSINESS SEMINAR on Wednesday 24 January 2018 at 12:30 - 16:00 

Scandic Copenhagen hotel, Copenhagen, Denmark 

Service is an extraordinarily profitable segment of business. Rule-of-thumb is like 20/50: service is 20% of total sales and 50% of profit. Present study among 45 leading European engineering and manufacturing companies reports that “service is 22% of their total sales value and accounts fors 39% of their total company profits”. How is this possible? What makes service so profitable and important in business? How is it organized? Which models and systems of services companies use to do it?

SERVICE IS PRODUCT: IT MUST BE CREATED AND CONTROLLED!

Service is a product. Service business  is a continuous production process. Services are for sale, and specifically created service product systems are for sale. Also service companies may be and are for sale. It is possible to outsource or divest  the service & maintenance activity,  sell it out or create a separate business unit out of it. It is a profitable and attractive business transaction both to seller and to buyer. Generation and increasing the volume and number of service contracts is an important element of any service business.

Quality and customer`s expectations and satisfaction are vitally important in service business. They are important both for profit creation and for successful continuation of business. Customer satisfaction and quality is measured in different ways: feed-back information provides guidelines for further systems development. Price and profit of service are very closely connected to customer expectations and satisfaction: critical matters.

STRONG GROWTH OF SERVICE BUSINESS

Service business volume increases fast both nationally and worldwide. More and more companies enter the business. Many companies report that best business prospects and profit expectations are in the service and maintenance secto. The total volume of global or national service business is unknown: there is service in numerous different kinds of industrial and business sectors. However, the value and volume of service business is very big. Most companies decline to publish any exact numbers of their own service business.Methods and systems of service business are kept as carefully protected business secrets.

CONNECTION BETWEEN SERVICE PRODUCT AND SERVICE CONTRACT

There exists a very strong and important connection between “service product” and “service contract”. Service product is a system and a process. Service contract or “agreement” must be tailored and modelled according to each “service product". Service product is usually classified in three main categories core – tangible  - intangible service. Service contract typically has three categories basic – extended – full service agreement. This may look like a trivial and simple system. However, on practical business level it is a very complex and demanding matter. It is one of the hard core elements of profit and success in service business.

Employees of service organization must be very well informed and aware about the critical commitments related to each service product and service contract. The actual performance must correspond to promises made to the client This is one of key sources for customer satisfaction or dissatisfaction (“frustration). It is also a key element of price setting and profit expectations. In case of performance failures the role of service agreements (contracts) and their contents becomes crucial.

Industrial service business focuses strongly to service & maintenance and modernisation of a product`s life-time. Typical example is elevator business and it´s main companies Otis, Kone, Schindler, ThyssenKrupp, etc. World market leader Otis has operated for over 160 years since the 1860`s  and it has had a substantial impact on the entire industry of elevator business and service. The very basic core product is “elevator” and its “elevator service activity”.

There are many types of service businesses and service models. Seminar provides a wide range of case studies from different industries and companies, like: facilities service (ISS), automation & robotics (ABB), elevators & escalators & doors (Otis, Kone, Schindler, ThyssenKrupp, Mitsubishi), public WC (JCDecaux and City of Paris), airport systems (Los Angeles and Heathrow airports), oil change (CJC), car service (Sears), security systems (AssaAbloy), and others.

CASE STUDIES AND COMPANY ILLUSTRATIONS

Seminar displays business practices and models used in various industry sectors, and systems used in the same business sector by different companies. There are 70 real-life company examples, like: Otis, Kone, Schindler, ThyssenKrupp, Mitsubishi Electric, Konecranes, Carrier, United Technologies, ABB, Siemens, Quant, Efora, StoraEnso, Fiat, Daimler, VW, Seat, Ford Motorcraft, Johnson Controls, Bilfinger, Caverion, Xerox, McDonalds, Hilton, Holiday Inn, ISS, SAS, Lufthansa, Finnair, Airbus, Rolls-Royce, AssaAbloy, Magirus/Iveco, Daimler, VW, Voith, Leadec&Veltec, Lear, Volvo, Husqvarna, Ponsse, Heathrow Airport, Los Angeles Airport, Sears, Cargotec, Valmet, CJC, Munck Cranes, L&T, JCDecaux, Potain, Mainotowoc, Crane Services, City of Denver, Atlantic Elevator, Komatsu, Primodan, John Deere, Valmet, Andritz, Rockwell Automation, Trelleborg, NorSea, Viking, STX, Munck Cranes, Saote, Willo MedTec. Case studies and practical illustrations  combined with systematic presentation of systems and methodology provide a very comprehensive understanding of “service business & industry”, both as it is now and its development in the future.

SEMINAR AND ITS BACKGROUNDS

This is a unique seminar and it´s contents are entirely new information on service business on a practical level. The seminar covers all key elements of service business activity. It is intended to provide practical tools for business companies and their key employees. This information is not comprehensively available anywhere else in the world nor in business literature.

Systems models cover the key elements of service business. Case studies from various companies and different industries illustrate the leading methods and approaches used by some of the best companies in service business. Their methods are top-of-the-art in service business, well tested in real business life, and fine-tuned to excellent level, with very profitable results. Most companies can introduce, apply and adjust these systems and approaches to their own service business activity. The methods are applicable over industry sector boundaries: universally useful.

Keynote speaker Dr Osmo Kettunen has developed the service business systems of KONE and has been consulting numerous leading companies in service business (like Otis, ABB, GM, etc). The title of Dr Kettunen`s doctoral thesis is “Total Productivity od Service Production”. Seminar presentations and contents are entirely focused on very practical business matters and direct commercial applications. The substantial accumulated experience and information comes from companies involved every day in this business.

Seminar covers all key elements of “service business”. The success factors and critical factors are handled with practical illustrations, examples and applications.

The seminar presentation includes 200 dias. Seminar  Participants will get seminar folder with copies of selected important dias, including a shortened text summary of oral presentation in seminar. Dias illustrate the arrangements and practices of business service activity. They are targeted and focused especially towards operative companies and their key employees. 

SEMINAR CONTENTS

1.       BASICS: IMPORTANT TO BUSINESS

2.       SERVICE:  PRODUCT & PRODUCTION PROCESS

3.       CUSTOMER: SERVICE & SATISFACTION

4.       SERVICE WITH MODULE SYSTEMS

5.       SERVICE AGREEMENTS & CONTRACTS

6.       AFTER-SALES SERVICE BUSINESS

7.       SERVICE IN OFFSHORE & MARITIME & TECHNOLOGY

8.       TRENDS & DEVELOPMENT: IT, IoT, AUTOMATION, ROBOTICS, etc

9.       SUMMARY: CONCLUSION & RECOMMENDATIONS

10.     Q&A: QUESTIONS AND ANSWERS

SPEAKERS

OSMO KETTUNEN. Doctor of Technology, PhD. American Institute of Industrial Engineers AIIE,  Institute of Industrial Engineers & Systems IIE&S. KONE Director of Export. FOXX oy, FOXX-USA Inc and FOXX-UK Ltd Chairman of BOD. Embassy of Finland in Washington, D.C, USA Counsellor of Industry & Technology. Consulates of Finland in Los Angeles, California and Dallas, Texas, USA Counsellor of Industry & Business. University of Windsor in Canada and Detroit, USA Research Engineer for production & industrial engineering services. The Academy of Finland, and The Technical Research Center of Finland. Research Engineer for service process systems. Hundreds of companies worldwide as consulting references. Awarded both as Professor and Academician with reference to introducing  modern Western business approaches in Russia through transition period. Doctoral thesis for DrTech “Total Productivity of Service Business”.

PIRKKO LEIVISKA. MSc and MBA, Helsinki University of Business & Commerce. Managing Director of FOXX. Management consulting references with hundreds of companies worldwide. Projects in EU-countires, USA, China, Japan, Russia, South Africa, CIS-countries and GCC-countries. Company “FOXX” was awarded as “The Service Company of Year” by the Ministry of Industry & Trade of Finland.

ADDITIONAL INFORMATION AND PARTICIPATION

Time:                  Wednesday 24 January 2018 at 12:30-16:00

Place:                 Hotel “Scandic Copenhagen”, Copenhagen, Denmark

Price:                  395 Euro (VAT to be invoiced = 0%)

Includes:           Coffee &Tea, snack & refreshments. Seminar folder.

Binding participation confirmation ville.kettunen@foxx.fi  by Tuesday 9 January 2018