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Service transformation management
- How to set realistic strategic and financial objectives for the service business for the coming 3-5 years?
- How to define a roadmap/plan to achieve the strategic and financial objectives for service?
- How to identify the right organisational structure for the service organisation?
- How to define the right metrics to measure the performance of the service organisation?
- How to adopt a ‘service-thinking’ mindset within the organisation?
Service business management
- What are the right performance measures to identify service improvement opportunities?
- How to develop targets for service sales and marketing?
- How to manage the performance of the service organisation?
- How to effectively manage service partners?
- How to define the profitability of the service business?
- How to define the gross margin for service, and should it be measured per customer, per service, or per customer segment?
Service lifecycle management
- How can a service organization promote remote services to customers and encourage their participation?
- How can a service organization create delivery models for new services?
- How can a service organization roll out new services?
- How to segment customers effectively?
- How to identify opportunities for new services that meet customer needs?
- How to create a business case for new services?
- How to measure the performance of the service portfolio?
- How to define the best pricing strategies for services?
- How to develop new services using the right approach?
- How to prioritise opportunities for new services?
Brand experience management
- How can a service organisation utilize a customer feedback program to gather customer experience data effectively and enhance service sales and delivery models?
- How to ensure that customers recognise our brand when they buy or use our services?
- How to ensure that each interaction with our service organisation is consistent and unique to our brand?
- How to enhance customers’ perception of our brand?
Marketing & Sales
- How can your organization use a structured approach to create service sales proposals and keep the sales process consistent?
- How can your organization improve lead generation to boost service sales using predictive analytics and account management activities?
- How to define the roles needed to effectively sell services?
- How to identify potential sources to generate service sales leads?
- How to structure marketing efforts to contribute to service sales?
- How to determine the right method to sell services?
- How to ensure that the service sales process is perceived positively by customers?
- How to successfully sell proactive services?
- How to manage service accounts for long-term success?
Delivery Model – Support Centre & Back-Office
- How to capture the right information during a service request intake to ensure smooth request management?
- How to perform troubleshooting effectively over the phone?
- How to improve the remote resolution rate in the service organisation?
Delivery Model – Field Service
- How can i implement standardized field service management practices to improve service delivery and customer experience?
- How to organise the planning process for field service effectively?
- How to determine the necessary resources for the planning process?
- How to decide which engineer to send to a specific job?
- How to accurately estimate the duration of a job?
- How to ensure that engineers have the appropriate knowledge when working in the field (maintaining IB information, knowledge database, training of engineers)?
- How to minimise engineers’ time spent on administrative activities?
- How to improve the on-site first-time fix rate?
Delivery Model – Remote Services
- How can I leverage IoT and monitoring systems to manage service requests and improve efficiency?
- How to set up the support centre to enable remote equipment monitoring?
- How to establish a planning process for remote work?
- How to select the right tools to improve the remote resolution rate?
- How to determine the necessary resources for delivering remote services?
Delivery Model – Self Service
- How to define and implement self-service options for customers?
Delivery Model – Customer Business Related Services
- How to deliver subscription services?
- How to implement and manage outcome-based services?
- How to develop and deliver Everything-as-a-Service concepts?
- How to provide managed services effectively?
- How to offer and manage equipment leasing services?
Delivery Model – Service Parts Management
- How can I use parts segmentation, EOQ parameters, and strategic planning in spare parts management to optimize stock levels and strengthen supply chain resilience?
- How can a service organization digitize and automate administrative activities in Service Parts Management to streamline processes and enhance efficiency?
- How to organise the service parts supply chain following best practices?
- How to perform the spare parts planning process effectively?
- How to allocate the necessary resources for the spare parts planning process?
- How to define a sourcing strategy for service parts?
- How to set appropriate stocking levels for service parts?
- How to manage obsolescence in service parts?
- How to segment service parts effectively?
People Management
- How can a service organization align processes and people’s skills to boost productivity and drive strategic improvements?
- How can a service organization improve recruiting practices to address skill gaps and enhance talent acquisition?
- How to calculate the required headcount for each role to meet service demands and sales targets?
- How to organise people development within the service organisation?
- How to identify the competencies required to deliver a superior customer experience?
- How to determine the managerial competencies needed to improve employee engagement?
- How to improve employee retention rates?
Knowledge Management
- How can a service organization implement knowledge transfer?
- How to set up a knowledge base for the service organisation?
- How to manage and update the content of a knowledge base?
- How to develop and refine maintenance strategies?
- How to manage technical documentation effectively?
Technology Management
- How can a service organisation utilize security management practices to safeguard internal and customer data effectively?
- How can a service organisation define and implement data capture, checks, and updates to ensure data accuracy in service operations?
- How to define the necessary functionalities to support a service organisation?
- How to identify the best technology solutions for service organisations?
- How to evaluate whether AI tools should be used in service?
- How to select the right technology solutions for the service organisation?
- How to implement new technologies effectively?
- How to define a master data model for service?

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