At the same time, intangible benefits are becoming more important as they are the source of competitive advantage for many service businesses. Both the technical and soft skills of service employees are instrumental in delivering such intangible benefits through increasingly customized and complex services. However, such strategies may not be sustainable as the demand for highly skilled service employees is threatening to outstrip the supply in Western Europe and the United States.
It is important for the service industry that we find answers to the challenges ahead. Therefore we have taken the initiative to conduct fundamental research in 2008 to find how the future of Service Management will look like.
Research objectives
- Project the future evolution of service management
- Analyse market needs for new types of service offerings and develop new types of offerings
- Develop the service delivery models of the future and analyse its application scenarios
Approach
The research will start with roundtable sessions in both Europe and the United States involving groups of 15 to 25 executives and managers in the service industry as well as senior executives from IT companies specialized in service applications. During the roundtable sessions we will present the findings of our 2007 research, analyse market needs for new types of service offerings, develop new types of offerings, develop the service delivery models of the future and analyse its application scenarios
The outcome of all the workshops will be analyzed by the research team.
A survey among approximately 15.000 qualified service executives worldwide will be used to validate the findings. A series of interviews by phone will complete the analysis and will provide material for a series of case studies and reports. The case studies and reports will be written by the consultants involved and will be validated by the participants of the roundtables.
The research team
The research will be managed and conducted by senior consultants from Noventum in the UK, France, Germany, Spain, The Netherlands and Service Strategies in the US and Asia Pacific region. Research topics and regional coverage will be assigned according to the skills, location and language of the consultants.
Participate in the research!
Service executives and managers wanting to participate in the research can become a roundtable member and
- Be at the front row of though leadership in service management, be inspired and get new ideas
- Meet your peers and exchange experiences
- Participants will receive hard copies of our research report
- Position your company as being on the leading edge of service innovation with mention of name of the executive and company in the report
- The ability to work directly with senior consultants of Noventum
- Validate your own service strategies with research results
- Become a member of the Service Leadership Roundtable Group
Participants will discuss challenges, share ideas, experience and Best Practices and return home with new insights on the subject. Companies and individuals that participate typically represent an broad range of industries, nationalities and backgrounds which enables a reach learning experience.
The Roundtable discussions will be facilitated by subject matter experts that will ignite the discussion and reflect on the conclusions. The format is designed to be a fun leadership exercise and provides a unique chance to meet and discuss with peers. The cost of Roundtable membership is 375 Euros (Excl VAT) and includes also a copy of the 2008 Research Report “Future of Service Management – Manage the growth”.
Go to the Event for an overview and the registration of the upcoming roundtables
