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Service Economics
Service Leadership Course
As Europe is moving into the next economic cycle, Service Managers are now experiencing immense pressure to deliver profitable growth. The challenge is to create a mature service capability that will provide the customer with a unique branded experience, ensuring value for money and brand loyalty.
The Critical Success Factors to Service Transformation
In a recent survey, key senior executives - including CEOs, financial controllers and service directors from a number of high tech manufacturing companies (such as Rolls Royce, Alstom, Airbus, BAE) - outlined to us the critical success factors they have used to achieve successful service transformation over the last three years. These lessons learned from high tech manufacturing companies are applicable to many different industries and can help to make the transition from primarily product-based businesses into knowledge driven and brand driven service businesses.
Download Executive summary. The survey results link will be directed to your email address upon submission of the download form.
Service & Maintenance Conference 2011 Roundtable: Creating Powerful People Performance
A group of service managers and directors had the opportunity to debate key challenges around staff.
Overall agreement around the table was that developing staff in a constructive way through an effective career structure/internal academy was essential to attract the right staff in the first place to then retain them and to generate value from them. Utilising a development tool was no longer a nice to have but was now considered essential to fulfilling the requirement of capable staff.
How effective is your company in measuring service employee performance?
Performance measurement is generally used to control and increase the performance of employees. Unfortunately, performance measurement does not always work out as planned. Therefore, Noventum Service Management in collaboration with the University of Twente, will investigate how performance measurement leads to better results of service employees. We are specifically focusing our research on the importance of employee involvement in designing the performance indicators for measurement of their performance.
Does your company use individual or group performance indicators to measure the performance of service employees? Would you like to learn how performance measurement can be done more effectively? Then we invite you to participate in this interesting research. We really value your contribution to our research and we will be delighted to send you a copy of the research results in return. These results may give you new insights on how performance measurement of employees can be improved to maximize the output of your employees and enhance service excellence and profits within your organisation.
