Driven by emerging Digital Technologies, Service 4.0 is occurring now. Service 4.0 allows companies to transform the way they offer and deliver services. Customers are also demanding this change. They expect a proactive and customized service, delivered through multiple, integrated channels.
By undergoing Service 4.0 Transformation, Service organizations can derive benefits related to:
1. Operational Efficiency and Cost Savings; and
2. Improved Customer Satisfaction.
In terms of potential cost savings, up to 60% of a typical Service company's operating costs fall within the scope of Service 4.0. Furthermore, the overall savings can reach up to 40% of these costs.
To design a Service 4.0 Transformation program, we must make implementation decisions across the 10 dimensions of the operating model:
1. Ambition
2. Governance
3. Organization
4. People
5. Partnership
6. IT Scope
7. IT Delivery
8. Sequencing
9. Rollout Plan
10. Cultural Change
Service 4.0 is driven by 9 core technologies: Big Data & Analytics, Cloud Computing, Robotic Process Automation (RPA), Bionic Computing, Cognitive Computing, Virtualization, Internet of Things (IoT), Smart Devices, and Augmented Reality.
Service 4.0 represents a significant evolution in service provision, driven by nine core technologies. These include Big Data & Analytics, Cloud Computing, Robotic Process Automation (RPA), Bionic Computing, Cognitive Computing, Virtualization, Internet of Things (IoT), Smart Devices, and Augmented Reality. Each technology plays a critical role in enhancing operational efficiency and customer satisfaction, enabling companies to offer proactive, tailored services through multiple channels.
The PPT also delves into the historical evolution of service provision from Service 1.0 to Service 4.0, highlighting the transformative impact of digital technologies. It provides a comprehensive framework for designing a Service 4.0 Transformation program, covering ten dimensions of the operating model. This includes strategic decisions on ambition, governance, organization, people, partnership, IT scope, IT delivery, sequencing, rollout plan, and cultural change. This primer is an essential guide for any service organization aiming to stay competitive in the digital age.
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Source: Best Practices in Business Transformation, Fourth Industrial Revolution, RPA, Service 4.0 PowerPoint Slides: Service 4.0 Primer PowerPoint (PPT) Presentation Slide Deck, PPT Lab
This PPT slide outlines the "10 Dimensions of Service 4.0 Transformation" and emphasizes the need for organizations to make strategic decisions regarding their implementation levels across various critical dimensions. Each dimension is presented on a continuum, indicating that there are multiple approaches available, ranging from conservative to radical changes.
The dimensions include Ambition, Governance, Organization, People, Partnership Model, IT Scope, IT Delivery, Sequencing, Rollout Plan, and Cultural Change. For instance, under Ambition, organizations can choose between rapid incremental changes or more radical, game-changing solutions. Governance suggests a shift from a traditional process view to a more functional and steering approach.
The slide also highlights the importance of workforce management, indicating that companies may opt to retrain their current workforce or attract new talent. The Partnership Model suggests a choice between a closed system with few partners versus an open system that encourages collaboration.
IT-related dimensions focus on the scope and delivery of technology solutions, with options ranging from big-bang replacements of legacy systems to a more gradual, continuous delivery approach. Sequencing emphasizes prioritizing customer-facing processes, while the Rollout Plan suggests a preference for quick wins over a more gradual rollout.
Cultural Change addresses the need to consider organizational values and feelings, which can significantly impact transformation efforts. The concluding note stresses that there is no one-size-fits-all solution, underscoring the necessity for tailored strategies based on individual organizational contexts. This slide serves as a critical tool for executives contemplating their transformation journey.
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