Service Business Model

Question 1

Different Types of Services

Answer 1

Product-oriented services : BASIC
Focus on products. Transactional Service provided for customerspecific requirements. E.g. product installations, repairs, spare parts.
The customer pays for these services every time they are used.

Use-oriented services : INTERMEDIATE
Include product’s leasing, renting, sharing and pooling
Payment. For short-term agreements, the interaction is generally transaction-based, while long-term contracts are characterised by a closer, more stable relationship.

Result-oriented services : COMPLEX
Customers buy only a product’s level of use.
During outsourcing, the Service provider manages one or more activities on behalf of the customer, but the decision on how to perform and control these activities remains the responsibility of the customer.
Service offerings are based on relationship-based interactions

Question 2

Change Theory

Answer 2

Pace of Change
Careful and incremental changes
At different organisational levels
Co-Existence of different services
Continue to build up on current basic and intermediate services
Exploration and piloting of more complex services

Question 3

Critical Success Factors

Answer 3

Assess market and internal readiness

Create strategic and cultural context
- structure and government, resources, engagement and trust, service processes

Optimise and communicate best practices