Remon van Rijn from ABN Dialogues House presented at the Servitization for manufacturing session at the Service Innovation Congres 2010 (DC10) in Almere, the Netherlands.

1. From Product to Full Service Provider Remon van Rijn, Manager Marketing & Communications Koninklijke Ahrend NV Amsterdam 2010

2. Contents 1: Personal Introduction _ABOUT YOU 2: Ahrend introduction 4: Ahrend Interior Life Cycle 3: Ahrend challenge 5: Ahrend Sustainable Services

4. Ahrend Organisation (incl. ASPA) Royal Ahrend NV 25 Sales Centres Ahrend 5 Sales Centres Techo 2 Manufacturing Facilities Ahrend 1 Manufacturing Facility Techo Sales Manufacturing 1200 Employees

5. Developments become opportunities From old to new thinking Supplier Provider Creator Stock, price and quick delivery most important Several products from the range Shop display window To make standard product suitable for its intended use Concepts from renowned designers, e.g. Mehes products with an identity Demand To understand the entire scope of the customer’s explicit demand References in a number of different sectors The customer To design the customer’s working environment effectively and efficiently Service- oriented total solutions Customer situation = Customer Life Cycle To affect the experience of customers and their customers Inspiring collaborative links Practical co- creation The customer’s relationship with their customer To facilitate the customer’s ambition (to grow) by co-defining their identity Network of visionary customers and partners The customer’s relationship with himself/herself Role Domain Furniture Solutions Solutions Service Service Identity Core business Icons Focus on

6. Supplier Provider Creator Extend brand and organization using market developments To relieve the customer of concern Service during the entire product life cycle To know the customer Reputable concepts from renowned designers To understand the customer References in a number of different sectors To involve people e.g. by co-creation. The user is the expert. Meaningful spaces thanks to co-creation. To supply the customer with Standard products Reactive: volume Proactive: concept Developments become opportunities Timescale from old activities to new ways of working Furniture Solutions Solutions Service Service Identity

7. Developments become opportunities Our role in the transition from old activities to new ways of working Board of Directors Procurement Management Real estate strategies Interior elements Interaction of concepts Consultants’ and architects’ domain of work Products Product specification Interior advice Working environment advice Service & concepting Business re-design

8. Developments become opportunities Changing our potential role and sphere of work Board of Directors Procurement Management Real Estate strategies Interior elements Interaction of concepts Functional Sustainable Design Reactive: volume Products Product specification Interior advice Working environment advice Service & concepting

9. Developments become opportunities Changing our potential role and context of work Board of Directors Procurement Management Real Estate strategies Internal elements Interaction of concepts Proactive: concept Functional Sustainable Design Reactive: volume Innovative Service-oriented Enterprising Products Product specification Internal advice Working environment advice Service & concepting

10. Our innovation platform Direction for future growth and success Market developments - The current market requires dedicated expertise NOW to design working, learning and living environments - The current market requires state-of-the-art knowledge , experience and inspiration NOW - The current market requires a distinctive character NOW - The current market requires a proactive attitude NOW A challenging invitation to swing into action and supply added value. Co_Create Services and Integral Solutions NOW: An invitation to our target groups to collaborate with Ahrend. Collaboration with our customers, architects, designers, environmental specialists, and students. Or anyone who can add value to how working, learning and living can function optimally so that we can find innovative solutions together. E.g. Tempo Team, Mensura

11. Ahrend Brandflower: product-service-concept

15. Ahrend Facility Care & Consultancy, example CSR Ahrend Facility Care offers sustainable services and concepts to extend the lifecycle of products and interiors. Concept development Sustainable furnishing Interior architecture Green lease Installation Project management Cable management Ergonomic advice Use Repair Maintenance CleanSeat Lifecycle extension Revitalise Next Life Recycling Interior life cycle

16. CSR Ambition and DMU: green, greener, greenest 6. Sustainable furnishing 5. Green Lease 4. Next Life Refresh, Refit, Return, Reuse 3. Perfect Seating 2. Ecobase 1. C2C & Ecodesign More Green Sustainable services Most Green Sustainable concepts Green Sustainable products CSR level Strategic management Facility Management Purchasing management DMU

21. How sustainable do you want to be? 6. Sustainable furnishing 5. Green Lease 4. Next Life Refresh, Refit, Return, Reuse 3. Perfect Seating 2. Ecobase 1. C2C & Ecodesign More Green Sustainable services Most Green Sustainable concepts Green Sustainable products CSR level Strategic management Facility Management Purchasing management DMU Creating an inspiring and healthy working/learning/living environment that saves the environment and your spendings: People, Planet & Profit. Creating added value and thereby a sustainable, profitable organisation

22. Thank you!