SDCN13 -Day1- From shifting Tin to Taming Transaction by Andy Jones

•Download as PPTX, PDF•

0 likes•1,077 views

From shifting Tin to Taming Transaction by Andy Jones - Xerox Xerox has an iconic history of innovation. They lead in their experience of transformation from a conventional high tech manufacturer to a services business. This presentation will describe how creating new revenue from their services business model has been key to continued success.

Business Economy & Finance

From Shifting Tin to
Taming Transactions
Andy Jones
19 November 2013

Innovation

3

December 4, 2013

Xerox Confidential

Modest Beginnings

90s
Facilities
management
and consulting
services

4

December 4, 2013

Xerox Confidential

Clear Ambition

90s
Facilities
management
and consulting
services

5

2004
New Xerox
Global
Services

December 4, 2013

Xerox Confidential

Tuning into Clients

90s
Facilities
management
and consulting
services

6

2004
New Xerox
Global
Services

December 4, 2013

2005
Continued
investments to
improve
capabilities

Xerox Confidential

Getting Out of Our Box

90s
Facilities
management
and consulting
services

7

2004
New Xerox
Global
Services

December 4, 2013

2005
Continued
investments to
improve
capabilities

Xerox Confidential

Harnessing Innovation

90s
Facilities
management
and consulting
services
8

2004
New Xerox
Global
Services

December 4, 2013

2005
Continued
investments to
improve
capabilities
Xerox Confidential

Building for Success

90s
Facilities
management
and consulting
services

9

2004
New Xerox
Global
Services

December 4, 2013

2005

2006/7

Continued
investments to
improve
capabilities

Mega deals and
capabilities go
global through
shared delivery

Xerox Confidential

New Opportunities

90s
Facilities
management
and consulting
services

10

2004
New Xerox
Global
Services

December 4, 2013

2005

2006/7

Continued
investments to
improve
capabilities

Mega deals and
capabilities go
global through
shared delivery

Xerox Confidential

The Step Change

90s
Facilities
management
and consulting
services
11

2004
New Xerox
Global
Services

December 4, 2013

2005

2006/7

Continued
investments to
improve
capabilities

Mega deals and
capabilities go
global through
shared delivery

Xerox Confidential

2010
Acquired ACS
Largest independent
BPO player

“A World Made Simpler”

http://www.youtube.com/watch?v=kEnRQAz2Fqg
12

December 4, 2013

Xerox Confidential

.. and many Lessons Learnt
• Managing Financial Expectations
• Nurturing People and Culture
• New Approaches to Business Management & Governance
• Turning Development into Innovation
• From Customers to Clients

90s

2004

Facilities
management
and consulting
services

13

2005

New Xerox
Global
Services

Continued
investments to
improve
capabilities

December 4, 2013

2006/7
Mega deals and
capabilities go
global through
shared delivery

Xerox Confidential

2010
Acquired ACS
Largest independent
BPO player

2013
> 50% worldwide
revenue from
services

14

December 4, 2013

Xerox Confidential

SDCN13 -Day1- From shifting Tin to Taming Transaction by Andy Jones

Viewers also liked

Powering Up Our Performance… Taking the Clouds Out of Blue Sky Thinking Have you ever wondered how organisations with a real customer focus work in a heavily regulated industry? When the customers are totally reliant on the service you provide? So what does regulation mean for Service Design? What are the challenges we face as Service Designers? How do we put customer at the heart of what we do? And most importantly of all, how can we strive to deliver an excellent Customer Experience in a market where the sky isn’t always blue

SDNC13 -DAY1- Powering Up Our Performance…by Nicola Piercy

Service Design Network

Business Impact Service design with its tools, collaborative spirit and creativity has an opportunity for business impact when it moves beyond the pure focus on customers and staff, and design for the organisation. Applying the outside-in perspective helps organisations see their possibilities and limitations in delivering a positive service experience to their customers. Livework is learning how to prepare and guide businesses to tackle businesses challenges in ways that are new for most organisations. In Cardiff we will share some useful and sometimes painful lessons how to achieve business impact in sectors ranging from insurance and public transport to retail and telecoms.

SDNC13 -DAY1- Business Impact by Melvin Brand Flu

Service Design Network

Email overload kills revenue; one team’s solution by Craig Peters- Awasu Design All over the world, there’s an insidious problem so pervasive that we hardly realise how bad it is: email overload. An ongoing barrage of disconnected communications overwhelms us and keeps us from getting things done. I’ll show you how to fix it. We transformed internal communications for a 9,000-person group of a major bank. We raised awareness, worked with others to define the project, and created a multi-stage plan. The solution was built on four workstreams: behavior change, communications change, intranet change, and measurement. The holistic approach was developed in close collaboration with the client team, empowering them to evolve the program through a pilot stage and beyond.

SDNC13 -Day2- Email overload kills revenue; one team’s solution by Craig Peters

Service Design Network

SDNC13 -Day2- Protecting your imagination: Inspiring Cultures in Corporate En...

Service Design Network

When Korean Public Service Met Service Design by ungwon Kim – Korea Institute of Design Promotion (KIDP) Korea Institute of Design Promotion (KIDP), as a governmental organization for promoting design industry to improve quality of life and national competitiveness, has developed “Public policy-making process from Service design perspective.” Due to the political paradigm shift from service providers’ side to service beneficiaries-oriented, Korea government has tried to manage the changes by improving unsatisfied public service with user-centred approach. We investigated the policy-making process from service design perspective and validated the developed service designapplied process with a service design pilot workshop. From the Pecha Kucha, you will find out touch points between service design and public service policy making process, and get insights from the Korean case study for public service innovation.

SDNC13 - Day2- When Korean Public Service Met Service Design by Kim Jungwon

Service Design Network

The Journey of Changing a Culture Innovation opportunities can be fleeting, ethereal and disparate, which makes it a challenge to capture and ground them. This is made even more complex when they need to travel through cultures and disciplines, especially in a company the size of Nokia. In this talk we will look at how a Nokia and Seren collaboration is steadily changing the culture of HERE (Nokia’s location brand, formerly Nokia Maps). We will look at the impact a User Journey framework is having beyond capturing moments, to how it is fundamentally changing HERE’s approach to research and innovation by inspiring content and experiences, and defining applications and platforms.

SDNC13 -DAY2- The Journey of Changing a Culture by Kathryn Richards & Rob Kirby

Service Design Network

From Big Data to big business! Nowadays, only 5% of the data generated in the cities is utilized for something it wasn’t created for. Using an underground trip card “only means” you are allowed to travel, we discard information that could let us optimize routes, lines, waiting times, etc. In 2025 billions of sensors will invade our cities trying to make our life easier, sensors in traffic lights, parks or streets. Can you imagine? At BBVA the future is now so we found an alternative approach to Big Data, based on people rather than sensors. This is the story of how we were able to transform a large number of financial transactions into actionable innovative services.

SDNC13 -DAY1- From Big Data to big business by Maria José Jorda Garcia

Service Design Network

From Products to Services by Paul Thurston & Andy Mudie - PDR/Nuaire What happens when a traditional product business ventures into the world of service provision? To better understand the value of service design in traditional manufacturing businesses PDR set out to build a support programme that would stimulate the local economy and help businesses build a service design capability. Nuaire are one company that have benefited from this programme and will jointly present a recent project with PDR, providing insight into the value of service design from an established manufacturing business.

SDCN13 -Day2- From Products to Services by Paul Thurston & Andy Mudie

Service Design Network

Small steps, big impact by Geke van Dijk & Maria de Vos - STBY Service Design projects do not tend to magically transform the service offering and way of working of client organisations in one big push. It often involves a long trajectory of ‘small steps’, to in the end contribute to a ‘big leap’ or substantial transformation. In the project presented, and across projects, we have learned that one of the biggest values service design agencies can offer is to be committed to challenging long term transformation projects, and to support clients during their journeys of gradual change. For this we need to be as empathic with the organisation of the service provider as we are with the end users of the services.

SDNC13 -Day2- Small steps, big impact by Geke van Dijk & Maria de Vos

Service Design Network

SDCN13 -Day2- Transformation in the Swedish welfare state by Andreas Svensson

Service Design Network

SDNC13 -DAY2- Is the Future Omni-Channel by Jonathan Blakeney & Erdem Demir

Service Design Network

Let’s Visualise the Bits and Bytes of Services Service design provides excellent methods for developing new concepts but lacks a systematic format for specification of services. We are developing a visual language that consists of diagrams and symbols, representing interactions between customers and service providers. The language can express both planned service delivery and actual service experiences in terms of actors, initiators, channels, devices, deviations and failure. The main hypothesis we want to test is that a common visual language will ease the communication between all stakeholders involved in service innovation, and result in improved quality and customer satisfaction. The main constituents of the visual language and preliminary results from industry case studies will be presented.

SDNC13 -DAY2- Let’s Visualize the Bits and Bytes of Services by Ragnhild Halv...

Service Design Network

Designing to Shift Enterprise Ecosystems by Milan Guenther & Mike Clark – Independent Consultant Designing great services and offerings is the essential promise of Service Design, but bringing services to life involves making them part of much larger experiences. This means transforming the way businesses work, and realigning the various moving parts of enterprise ecosystems. The complex and volatile nature of such systems quickly becomes overwhelming, with brands, processes, culture, technology or touchpoints being just tiny parts of the puzzle. In this short talk we are going to advocate for the integration of Business Architecture approaches to model potential futures, as a means to put a Service Design initiative into action. We will illustrate this with examples from our work with the United Nations.

SDNC13 -Day2- Designing to Shift Enterprise Ecosystems by Milan Guenther & Mi...

Service Design Network

How to Help Your Fellow Man Stay Healthy Together with Handisam, the Swedish Agency for Disability Policy Co-ordination, and three major Swedish companies, Doberman created a new type of first aid kit. Today, there is a compelling need for a kit that not only addresses physical health, but psychological health as well. Its goal is to prevent sick leave by erasing taboos around mental health issues in the workplace, demonstrating how colleagues, managers and whole companies need to establish a constructive environment together. Co-creation also played a large part in the project, with executives, employees and people who have experienced stress and burnout taking part. As of this conference, the project is being tested by 1000 people.

SDNC13 -DAY2- How to Help Your Fellow Man Stay Healthy by Kristina Carlander

Service Design Network

The Service Design Imperative by Nick Leon Service Design is the application of design practice to the other 80% of the economy. It demands new skills, tools and techniques, perhaps even a rethinking of what we mean by design itself. Designing product service systems and the business models that enable them, means crossing boundaries between design disciplines, business and technology. It means changing the processes and practices not only of designers but how firms innovate and organize themselves. This isn’t easy as we share different working practices and cultures, but, it’s essential, for service designers, if we are to collaborate or even lead innovation. Innovative service systems can create rich and integrated customer experiences – delivering real social and economic value, opportunities for self-expression, and bring meaning to peoples’ lives, as well as to the world we share. We live in extraordinary times, a perfect storm faces us; the environment and climate change, an ageing demographic, pressure on resources, rapid urbanization and issues of social and economic exclusion. These systemic issues need a systemic design response and that’s the role of service design if we are ready to take up that challenge and responsibility.

SDNC13 -Day1- The Service Design Imperative by Nick Leon

Service Design Network

Go Deep or Go Home by Joel Bailey - Capita Service design has passed the tipping point. We are no longer the next big thing, we are the thing. So now we have to deliver on the promise of transformational change. To get out of the pilot stage and onto the big stage. And to do that we have to be willing to go deeper and further than many of us our comfortable. In this provocative talk at this year’s Service Design Network Conference I’ll draw on my experience dragging service design to the edge of its comfort zone, to transform services as diverse as British Army Recruitment, TV Licensing, O2 and Barnet Borough Council, and explore what skills we all need to develop to carry the industry forward.

SDNC13 -Day1- Go Deep or Go Home by Joel Bailey

Service Design Network

SDNC13 -DAY1- 5 Essential Ingredients For Transformational Service Design byW...

Service Design Network

SDNC13 -Day2- The subjective science of persona building by Stephen Masiclat

Service Design Network

Viewers also liked (18)