Chapter 3 Elements of Servitization
by Margaret Keane
1. 1. Challenge of visualisation
1.1. Language and terminology differences
2. 2. Process of Servitization
2.1. Product leadership
2.2. Customer intimacy
2.2.1. Services led competitive strategy
2.2.1.1. Advanced Services - closely coupled to products
2.2.1.2. Develop or acquire independent services
2.2.1.3. Portfolio of related services
2.3. Cost leadership
3. 3. Defining Base, intermediate and advanced Services
3.1. Customers who want to do it themselves
3.1.1. Base Services
3.1.1.1. Product provision
3.2. Customers who want to do it with us
3.2.1. Intermediate services
3.2.1.1. Scheduled Maint, tech Helpdesk, repair, overhaul, delivery to site, operator training, condition monitoring, in-field service etc
3.3. Customers who want us to do it for them
3.3.1. Advanced services
3.3.1.1. Customer support agreements, Ris/Reward sharing, revenue through use contracts, rental agreements