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AIM 07Seite 1
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Management of (Industrial) Services
From Cost Factor
to
Driver of Hope
AIM 07Seite 2
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Management of (Industrial) Services
Overview
1. What are „Services“ ?
2. How do „Services“ develop ?
3. How to teach „Service Management“ ?
AIM 07Seite 3
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Reality in the German Machinery Industry(2004)
Profit Margins from Ind. Services
Profit Margins from New Machinery
Overall Profit Margin
3%
>20%
+/- 1%
Quelle: VDMA
Much Higher Profit Margins from Service Activities
AIM 07Seite 4
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Management of (Industrial) Services
1. What are „Services“ ?
Services in …
Services for … Businesses /Areas of Activity
Services as …
AIM 07Seite 5
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Management of (Industrial) Services
Overview
1. What are „Services“ ?
2. How do „Services“ develop ?
3. How to teach „Service Management“ ?
AIM 07Seite 6
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Development Perspectives in Service Management
Contribution of Services to Product Differentiation
Sales / Profit Contribution by Services
ProductServices
Product
Services
Services
Product
from Producer...from Producer...
...via a service based producer......via a service based producer...
...to a producing value ...to a producing value providerprovider
AIM 07Seite 7
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Service Desert
„Service Mess“ reduces Business Success
„Service Mess“
Profitability
+
- Time
SumSum
ProductProduct
ServiceService
Service Garden
Integrated Service Management
AIM 07Seite 8
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
The Value Adding Solution Provider
From product prodicer...
... value adding Solution Provider
...service based producer
From product producer...
... value adding Solution Provider
...service based producer
X
Flexibility & Strategy
Segment spezific offers!Not one corrct position!
AIM 07Seite 9
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Management of (Industrial) Services
Overview
1. What are „Services“ ?
2. How do „Services“ develop ?
3. How to teach „Service Management“ ?
AIM 07Seite 10
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
12129a-e
To recognize
Customer‘sNeeds
Success
=
To putto use
Sci + Techn
x
Market x (Sci + Techn) = Success
Driving the Business
AIM 07Seite 11
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Hierarchy of QualityQualityof Life
Q of corporationBusiness Excellence+ Corporate culture
& increase of corporate value
+ Customers& environment
Performance improvement
Integration
+ Internal processes Q-Management
Q of processes
Q of performanceProducts& Services,Organisation
Q-Assurance
+ Product-Q-Control
AIM 07Seite 12
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
The Future of Industrial Engineering
Einzigartigkeits -orientiert
Dienstleistend
Agil
Vervielfachend
Risikomindernd
Kollaborierend
Product / Feature-orientation
Value increasing
Service orientation
fast adaptation
multiplication
minimizing risksCooperations
& networks
AIM 07Seite 13
2005
Prof. Dr. Fritz FahrniETH Zürich and Univ St. Gallen
Entrepreneurship & Technology Management
Literatur
Schuh/Friedli/Gebauer
Hanser VerlagMünchen 2004
