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Service Engineering Process

Customer Requirements analysis When a company innovates, the positioning of the new product should be dictated by their strategy. Market analysis, benchmarking and portfolio analysis can identify market niches for the new services. In this phase, the customer requirements are added to the newly designed services. 2. Idea Management The second step is the development and evaluation of ideas: how can the customer's needs become satisfied? Creative techniques such as brainstorming and mind-mapping are used. Using the Kano model, ideas are developed into services, structured and from the customer's view, valued. 3. Service Concept The service concept is the final specification phase of the service's development, where resources and processes are planned. Using QFD, these are prioritized for the customer-related functions. The Service Blueprinting allows the service to design for the optimal integration of the customer in mind. To ensure service quality, FMEA can be used. 4. Service Test Before a new service can be offered to customers, it should be tested for quality and reliability. Pilot runs are used to test the service under real conditions and circumstances with the actual processes and resources. Service prototyping using simulation methods and services are performed during final testing and before deploying them.

Strategy and Implementation

Three ingredients are essential for business success with CONOSCOPE: the development of policy alternatives, the active decision of a strategy and its targeted implementation.

Strategy

Based on our analysis, we develop strategic options and evaluate them. We use our Service Innovation Lab as well as our Country and Topic Experts, depending on customer needs. Jointly with time and cost planning, CONOSCOPE develops a concrete action plan to implement the strategy.

Implementation

With the implementation of the strategy, we take over, with the permission of the Management, certain functions of the realisation plan to ensure that the company can focus on the on-going operations, while we focus on the strategy's implementation.

Focus

Our principle is: There are always people who act. Concepts and CONOSCOPE proposed measures take into account the employees as the companies do: seeing them as partners and stakeholders in success.

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2019
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