Servitization - How Is It Done?

The process of Servitization or Services Transformation can vary from company to company depending on elements such as :-

  1. The market & type of business the company is involved in
  2. The level of current services activity within the company
  3. The size of the company
  4. The skillsets and flexibility of the staff
  5. The key business drivers and strategic plan

 

The typical business benefits of services such as revenue growth, margin improvement, market differentiation etc are each tackled as part of the Servitization process. The approach which Servitizer uses is to break the process into multiple small steps each of which can be negotiated by the client without negatively impacting their current business commitments.

 

Servitizer have developed a detailed methodology which is customized for each client engagement. The diagram below outlines the high level approach which is common to all engagements.

  

Servitization-howv3


The basic concept of the Servitizer approach is to facilitate the mindset change within the client organisation via parallel workstreams which are kicked off following an initial face to face consultation or “Discovery “ phase. Once the client has agreed the strategic recommendations and the associated action plan we then enter a phase of “Collaboration” during which the Servitzer platform is used to facilitate multiple parallel workstreams which are collectively aimed at :-

  • Portfolio Development   -   what services need to be created ?
  • Definition of method   -   how are the services delivered ?
  • Skills Development   -   what skills are needed to deliver ?
  • Go to Market Definition   -   pricing, tactics, positioning
  • Collateral Development   -   sales materials/tools needed
  • Organisational Planning   -  creating the structure to succeed

The Servitizer Platform consists of a combination of Knowledge Learning, Knowledge Sharing and collaboration tools such as Discussion Forum, Chatrooms, Wikis, Online Consultancy etc etc. These tools will facilitate an organisation-wide participation by the client in the process of Servitization and this participation will be moderated and supported on-line by Servitizer staff. In addition there will be regular face to face consultation with the client during the execution phase to ensure that the multiple steps being undertaken during the Servitization process are being negotiated in a co-ordinated and proper manner.

The Servitizer Methodology is all about creating focused working groups to drive context based collaboration and accelerate the movement towards achieving the key services goals of the client.