Summary
Other companies have taken a totally different route. Their approach begins with discussions about whether service can 'add value' or whether they can 'productise' service. They try to move from a product to a service orientation in the belief that customers will pay for services. In the telecommunications equipment market, for example, the massive telephone supplier Ericsson decided to move to a more service orientation in the 1990's.
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Extract
Protecting Profit with Service
What companies like IBM, CE1 Fujitsu, Michelin, and Nokia have in common? Despite working in very different industries and being of very different size and culture, they have all had to consider an important strategic issue over the past few years. They have had to re-assess the importance of service to their business. With a product manufacturing heritage, mo...
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