Winning with service excellence: how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses]
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Düsseldorf
Handelsblatt Publishing Group
2009
|
| Ausgabe: | 1. Aufl. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 92 S. graph. Darst. 212 mm x 297 mm |
| ISBN: | 9783775402354 |
Internformat
MARC
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| 100 | 1 | |a Reichert, Frank |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Winning with service excellence |b how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] |c Frank Reichert ; Michael Springmann |
| 246 | 1 | 3 | |a Service excellence |
| 250 | |a 1. Aufl. | ||
| 264 | 1 | |a Düsseldorf |b Handelsblatt Publishing Group |c 2009 | |
| 300 | |a 92 S. |b graph. Darst. |c 212 mm x 297 mm | ||
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| 650 | 7 | |a Industrielle Dienstleistung |2 stw | |
| 650 | 7 | |a OECD-Staaten |2 stw | |
| 650 | 4 | |a Unternehmen - Dienstleistungsangebot - Marketing - Strategisches Management | |
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-017064211 | ||
Datensatz im Suchindex
| _version_ | 1804138540650463232 |
|---|---|
| adam_text | Content
List of figures 7
1. Executive Summary 9
2. Introduction 11
2.1. Objective of and reason for this study 11
2.2. Scope of the study 12
3. Services - more than just after sales activities 13
3.1. Definition and ränge of the term service 13
3.2. Current service levels in the exammed industnes 15
3.3. Customer requirements in respect of industry,
product and service 18
3.4. Diversification via provision of Services
- from maintenance to stand-alone Services 20
4. Approach used in the study 25
4.1. Industry Focus 25
4.2. Key Success Factors 26
4.2.1. Market factors 27
4.2.2. Corporate factors 27
4.2.3. Strategie direction 27
4.3. Outcome 28
4.3.1. Company Cases 28
4.3.2. Evaluation profiles 29
4.3.3. Service trends and critical success factors 30
5. Cases and examples 33
5.1. Mechanical engineering sector 33
5.1.1. ABB Robotics 34
5.1.2. Agfa Graphics 39
5.1.3. TRUMPF 44
5.2. High tech sector 49
5.2.1. Bang Olufsen 50
5.2.2. Bull 56
5.2.3. EMC2 60
5.2.4. Pentax 66
5.2.5. SonyEricsson 70
6. Appraisal 74
6.1. Service branding and Service marketing 74
6.2. Innovative service portfolio 76
6.3. Remote Services 77
6.4. Systematic use of e-technologies / e-services 78
6.5. Management of customer expectations 79
6.6. Quality of service as a distinguishing feature 80
6.7. An explicit service strategy 81
6.8. Service as a stand-aione organisational unit 83
6.9. Incentives (bonuses) in the service business 84
6.10. Design for serviceability 85
7. Where does service go? 88
Literature 91
List of figures
Figure 1: Revenues of selected companies from provision of
Services in percent 11
Figure 2: Proportion of revenues generated by provision of Services
in selected industries in percent 12
Figure 3: Classification of Services 13
Figure 4: Different Service levels 14
Figure 5: Proportion of saies represented by Services, listed by industry 15
Figure 6: Sales contribution trends by product and Service 17
Figure 7: Comparison of profit margins 17
Figure 8: The challenge of service-focused product development 18
Figure 9: Reasons for losing customers 19
Figure 10: Important factors from a customer perspective 19
Figure 11: Reasons for offering product-related Services 20
Figure 12: Development from product business to füll Service portfolio 22
Figure 13: Levels of service development 23
Figure 14: Recommended organisational structure corresponding
to the level of service development 24
Figure 15: Approach used in the study 25
Figure 16: Factors contributing to service business success 26
Figure 17: Service Profile 29
Figure 18: Innovative Service Belt 30
Figure 19: ABB Robotics - Customer structure regarding service and
product ofABB 36
Figure 20: ABB Robotics - Service Profile 37
Figure 21: ABB Robotics - Innovative Service Belt 38
Figure 22: Agfa Graphics - Service Profile 41
Figure 23: Agfa Graphics - Innovative Service Belt 42
Figure 24:TRUMPF - Service Profile 47
Figure 25: TRUMPF - Innovative Service Belt 48
Figure 26: Customer structure regarding service and product of B O 52
Figure 27: Bang Olufsen - Service Profile 54
Figure 28: Bang Olufsen - Innovative Service Belt 55
Figure 29: Bull - Service Profile 58
Figure 30: Bull - Innovative Service Belt 59
Figure 31: Skills deveiopment of service employees 61
Figure 32: Revenue structure as of FiscalYear 2007 62
Figure 33: EMC - Service Profile 63
Figure 34: EMC - Innovative Service Belt 64
Figure 35: Pentax Pay per Use Model 67
Figure 36: Pentax - Service Profile 68
Figure 37: Pentax- Innovative Service Belt 69
Figure 38: Service roadmap from basics to world class service 71
Figure 39: SonyEricsson - Service Profile 72
Figure 40: SonyEricsson - Innovative Service Belt 73
|
| any_adam_object | 1 |
| author | Reichert, Frank Springmann, Michael |
| author_facet | Reichert, Frank Springmann, Michael |
| author_role | aut aut |
| author_sort | Reichert, Frank |
| author_variant | f r fr m s ms |
| building | Verbundindex |
| bvnumber | BV035258657 |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)362729684 (DE-599)DNB991400348 |
| dewey-full | 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
| dewey-sort | 3658.8 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. Aufl. |
| format | Book |
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| id | DE-604.BV035258657 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T21:29:49Z |
| institution | BVB |
| isbn | 9783775402354 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017064211 |
| oclc_num | 362729684 |
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| owner | DE-M347 DE-N2 DE-1102 |
| owner_facet | DE-M347 DE-N2 DE-1102 |
| physical | 92 S. graph. Darst. 212 mm x 297 mm |
| publishDate | 2009 |
| publishDateSearch | 2009 |
| publishDateSort | 2009 |
| publisher | Handelsblatt Publishing Group |
| record_format | marc |
| spelling | Reichert, Frank Verfasser aut Winning with service excellence how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] Frank Reichert ; Michael Springmann Service excellence 1. Aufl. Düsseldorf Handelsblatt Publishing Group 2009 92 S. graph. Darst. 212 mm x 297 mm txt rdacontent n rdamedia nc rdacarrier Dienstleistungsmanagement stw Erfolgsfaktor stw Industrielle Dienstleistung stw OECD-Staaten stw Unternehmen - Dienstleistungsangebot - Marketing - Strategisches Management Marketing (DE-588)4037589-4 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Strategisches Management (DE-588)4124261-0 gnd rswk-swf Dienstleistungsangebot (DE-588)4224244-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Dienstleistungsangebot (DE-588)4224244-7 s Marketing (DE-588)4037589-4 s Strategisches Management (DE-588)4124261-0 s DE-604 Springmann, Michael Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017064211&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Reichert, Frank Springmann, Michael Winning with service excellence how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] Dienstleistungsmanagement stw Erfolgsfaktor stw Industrielle Dienstleistung stw OECD-Staaten stw Unternehmen - Dienstleistungsangebot - Marketing - Strategisches Management Marketing (DE-588)4037589-4 gnd Unternehmen (DE-588)4061963-1 gnd Strategisches Management (DE-588)4124261-0 gnd Dienstleistungsangebot (DE-588)4224244-7 gnd |
| subject_GND | (DE-588)4037589-4 (DE-588)4061963-1 (DE-588)4124261-0 (DE-588)4224244-7 |
| title | Winning with service excellence how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] |
| title_alt | Service excellence |
| title_auth | Winning with service excellence how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] |
| title_exact_search | Winning with service excellence how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] |
| title_full | Winning with service excellence how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] Frank Reichert ; Michael Springmann |
| title_fullStr | Winning with service excellence how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] Frank Reichert ; Michael Springmann |
| title_full_unstemmed | Winning with service excellence how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] Frank Reichert ; Michael Springmann |
| title_short | Winning with service excellence |
| title_sort | winning with service excellence how companies cope with rising demand in services exclusive case studies from bang olufsen sony ericsson agfa graphics and others drivers and levers to achieve best in class service exhaustive analyses |
| title_sub | how companies cope with rising demand in services ; [exclusive case studies from Bang & Olufsen, Sony Ericsson, Agfa Graphics and others ; drivers and levers to achieve best in class service - exhaustive analyses] |
| topic | Dienstleistungsmanagement stw Erfolgsfaktor stw Industrielle Dienstleistung stw OECD-Staaten stw Unternehmen - Dienstleistungsangebot - Marketing - Strategisches Management Marketing (DE-588)4037589-4 gnd Unternehmen (DE-588)4061963-1 gnd Strategisches Management (DE-588)4124261-0 gnd Dienstleistungsangebot (DE-588)4224244-7 gnd |
| topic_facet | Dienstleistungsmanagement Erfolgsfaktor Industrielle Dienstleistung OECD-Staaten Unternehmen - Dienstleistungsangebot - Marketing - Strategisches Management Marketing Unternehmen Strategisches Management Dienstleistungsangebot |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017064211&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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