CREATING NEW VALUE WITH SERVICE 4.0 Compared to the manufacturing industry, service companies have had less focus on utilising new technology for increasing operational efficiency and increasing customer satisfaction. A high degree of waste and administrative inefficiency have characterised service areas such as Telco, banking and insurance, supply, healthcare as well as within the public sector. The main challenge has been errors caused by manual procedures, over-servicing, waiting time, redundancy and non-value-creating activities. As the digital technology develops, customers make new demands on services and the way these are delivered. Services should be simple, intuitive, pro-active and customised. Customers also want to gain speedy and easy access to services via many channels. Service 4.0 can help companies live up to customer demand by transforming the content of services and the way these are delivered. Development Service Delivery Service 2.0 or 3.0 Reactive Industry-specific Standardised, modular Experience-based Manual user interfaces Central service centres Predefined path to delivery Different, separate systems Service 4.0 Proactive Integrated, bundled Customised, bespoke Data-driven Virtual user interfaces Flexible multi-channel service Dynamic, real-time path to delivery Shared, open infrastructures 4
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