Export Masterclass - Service Transformation

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10 Sep | Tauranga

Event Name:

Export Masterclass - Service Transformation

Event Date:

10th Sep 2019 8:00am-1:00pm




BNZ Partners Centre Tauranga, 639 Cameron Rd


Join us for an Export Masterclass workshop on Service Transformation to learn tools to develop your service capability as a manufacturer so you can get closer to your consumer and increase revenue.

Andrew Gill, Principal Industry Fellow from the Institute for Manufacturing Education & Consultancy Services (IfM ECS) at the University of Cambridge, is coming to Tauranga to present this Export Masterclass so this is a very valuable opportunity to upskill! Andrew presented a Masterclass on Service Transformation and Ecosystems mapping in 2017 with great feedback, and this session will update and expand on the previous material presented.

If you’re in manufacturing and looking to get a competitive advantage, the concept of ‘Servitisation’ can help you to change focus from providing a product to providing capability, and allows you to get closer to your end consumer as well as potentially increasing profit. For example, the Rolls Royce ‘Power by the hour’. Instead of selling a jet engine, through the use of Servitisation they've been able to identify how to charge their products and services out in terms of engine hours.

In this masterclass Andrew will outline the concept and the different ways it can be used, then present different topics to be considered as part of the Servitisation journey. These topics will be presented in templates for you and your colleagues to work specifically on what is most useful to your business - so if you came to the last masterclass with Andrew there will still be plenty of new material to work on!

Delegates will be able to nominate their topic of greatest individual interest in advance (although you may change preference during the session) and will have access to a workbook for self-guided consideration of the topic to help draw out key priorities to address, and the actions to take. This work will be undertaken in common interest groups, supported by Andrew.

Key topics can include:

1. Recap on service strategy and ecosystems mapping

  • Understanding strategy options concerning service transformation
  • Climbing the service staircase
  • Exploiting the ecosystem for competitive advantage

2. Designing the ‘customer service journey’

  • Customer experience map
  • Touch points and behaviour
  • Line of visibility

3. Pricing services

  • Value generation and capture
  • Economics
  • Control and measurement

4. Ensuring you have the key capabilities for service

  • Ability to: Influence, disrupt, legislate
  • 'Build time’ capability
  • ‘Run time’ capability

5. Planning service  transformation

  • Strategic success factors
  • Operational success factors

This workshop has very limited seats and is a rare chance to work with a facilitator of this calibre, so register fast! We may look at running the workshop again on the 11th September if there is sufficient interest.

To register, click button below to email your participant details to Joanna at ExportNZ.

Speaker Bio:

Andrew Gill, Principal Industry Fellow from the Institute for Manufacturing Education & Consultancy Services (IfM ECS) at the University of Cambridge. Andrew works extensively with IfM research colleagues in the transfer and utilisation of research findings into industry and government. He began working with IfM ECS following five years in a senior role with A.T. Kearney Management Consultants, and18 years in manufacturing and general management at Royal Dutch/Shell.

His experience includes:

  • Service and service transformation in manufacturing
  • Business, manufacturing technology and capability development
  • National manufacturing, technology and industry strategy development
  • Design and facilitation of complex, controversial, change programmes

Cost (Members):

$890+gst for EMA/ExportNZ members

Cost (Non-Members):

$1,250+gst for non-members


Joanna Hall: joanna@exportnz.org.nz