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AIM 07 Seite 1 2005  Prof. Dr. Fritz Fahrni ETH Zürich and Univ St. Gallen Entrepreneurship & Technology Management Management of (Industrial) Services.

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Presentation on theme: "AIM 07 Seite 1 2005  Prof. Dr. Fritz Fahrni ETH Zürich and Univ St. Gallen Entrepreneurship & Technology Management Management of (Industrial) Services."— Presentation transcript:

1 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH Zürich and Univ St. Gallen Entrepreneurship & Technology Management Management of (Industrial) Services From Cost Factor to Driver of Hope

2 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH 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“ ?

3 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH 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

4 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH 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 …

5 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH 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“ ?

6 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH Zürich and Univ St. Gallen Entrepreneurship & Technology Management Development Perspectives in Service Management Contribution of Services to Product Differentiation Sales / Profit Contribution by Services Product Services Product Services Product from Producer......via a service based producer......to a producing value provider

7 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH Zürich and Univ St. Gallen Entrepreneurship & Technology Management Service Desert „Service Mess“ reduces Business Success „Service Mess“ Profitability + - Time Sum Product Service Service Garden Integrated Service Management

8 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH 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!

9 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH 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“ ?

10 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH Zürich and Univ St. Gallen Entrepreneurship & Technology Management 12129a-e To recognize Customer‘s Needs Success = To put to use Sci + Techn x Market x (Sci + Techn) = Success Driving the Business

11 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH Zürich and Univ St. Gallen Entrepreneurship & Technology Management Hierarchy of Quality Quality of Life Qof corporation Business Excellence +Corporate culture & increase of corporate value +Customers & environment Performance improvement Integration +Internal processes Q-Management Qof processes Qof performance Products & Services, Organisation Q-Assurance + Product-Q-Control

12 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH 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 risks Cooperations & networks

13 AIM 07 Seite  Prof. Dr. Fritz Fahrni ETH Zürich and Univ St. Gallen Entrepreneurship & Technology Management Literatur Schuh/Friedli/Gebauer Hanser Verlag München 2004


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