About the Event

A working session on advanced services, outcome-based offerings, and business model innovation.

OVERVIEW :

Servitization Strategy: Delivering Customer-Centric Outcomes Through Business Model Innovation (Baines, Ziaee Bigdeli and Kapoor, 2024) provides the structure for this AME Australia member webinar: a three-way fireside conversation hosted by Barry McCarthy with Professor Tim Baines of Aston University’s Advanced Services Group and Associate Professor Heinz Herrmann of Torrens University Australia. The session follows the book’s three parts in sequence: what servitization and advanced services are, why they matter, and how firms bring them about. Tim opens the core concepts and research, while Barry and Heinz translate them into Australian and New Zealand manufacturing conditions. The discussion moves from base, intermediate and advanced services to the pressures facing local manufacturers, then into the practical Servitization Route Planner and its stages of exploration, engagement, expansion and exploitation. Rather than three presentations, this is a working conversation about how manufacturers move from selling products and activities toward being paid for customer outcomes, with fifteen minutes reserved for questions from AME members

WHAT THEY WILL LEARN :

Participants will leave with an understanding of:

• How to distinguish between base, intermediate and advanced services
• How to recognise when a manufacturer moves from being paid for activity to being paid for an outcome
• Why servitization matters in ANZ conditions, including thin markets, distance, skills shortages, finance, contracts and insurance
• How to use the Servitization Route Planner and its four maturity stages - exploration, engagement, expansion and exploitation
• How to identify where their organisation currently sits and what the next step requires
• How to test whether services are a viable competitive strategy
• How to clarify purpose and shape the customer value proposition
• How to develop the business model and commercial arrangements needed to deliver services
• How to frame a realistic first move towards servitization, rather than treating it as a purely abstract concept

WHO SHOULD ATTEND :

This webinar is ideal for:

• SME owners and executives
• Manufacturing leaders looking to improve competitiveness and value
• Operations and service leaders
• Strategy and business development teams
• People responsible for contracts, customer relationships or through-life support
• Australian manufacturers facing weak demand, rising input and energy costs, compliance burdens and skills shortages
• New Zealand manufacturing SMEs
• Businesses already providing maintenance, repair, monitoring, training or product support
• Manufacturers exploring equipment-as-a-service, availability or performance-based offerings
• Advisers and researchers working with industrial SMEs
• Anyone wanting to understand where their business currently sits on the servitization journey

No prior knowledge of the book is required.

Event Speakers

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