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.

2. FROM PRODUCTS
TO SERVICES

3. PAUL THURSTON
Head of Service Design
at PDR
ANDY MUDIE
Marketing Director
at Nuaire
@p_thurston
andy.mudie@nuaire.co.uk

4. SME

5. 59%
private sector employment in UK

6. PDR is a world-class
research unit based
at Cardiff Metropolitan
University

7. We deliver
commercial projects,
funded programmes
and cutting-edge research
across 8 research groups

11. “From £50 fans to
£1000 installs”

12. This is a story about
service design in a product
focused SME manufacturing
business.

13. Nuaire is a private equity backed
company since 2004.
Currently ~ £50M Turnover
We employ over 420 people
Manufacturing in Caerphilly, South Wales
Multiple International sales locations

14. Nuaire

15. What is service design to Nuaire?

16. There’s no R&D team for services

17. Initial benefits are linked to our high growth areas;
Gaining market share in residential ventilation.
‘Ventilation per dwelling’ increases rapidly on new build.
Delivering products and services that will make a
difference to housebuilders.
What services do national housebuilders need from a
manufacturer like us?

18. Traditional view of ‘service’?
- People default to ‘customer service’ and a
call centre.
- Next service association is to after sales
or maintenance.
- People can move from products to
services.

19. But we put £3m
‘at risk’ by not
focusing on
services

20. Basics first

21. Basics first

22. Nuaire
Eliminate the risk
Innovative products
First time & every time
Lowest total installed cost.
Vent Axia
Largest, most comprehensive choice
Understand our customers
How they live and work
Comfortable and straightforward as possible.
Best in the industry.
Innovation in
product
Innovation in
service

23. Company
Unique Service
Service
Service Plan
Product performance tool
Product selector tool
Information on products
Building service
Specialized MVHR products
Local contacts/sales reps
Local stockists
Showroom
FAQ’s/Glossary
Loyalty Scheme for installers
On-line planning tool
Technical support service
Paid BPEC course
Free BPEC course
Training courses
Building regulations advice
Online shopping service
Social media for technical support
Free filter replacement service
Social media for comms
Video of MVHR system
Online payments
Commissioning service
Delivery service
Installation service
Quotation service
Request a brochure
Downloadable brochures
Product information pages
Diverse product range
Paid design service
Free design service
Guarantee
Service Attribute
MVHR SERVICE PROVISION: COMPETITIVE ANALYSIS
Solarcrest
DEALEC
Airflow
Green Building Store
Tinton
Polypipe
VentAxia
Paul
Nuaire
Worcester BOSCH
Solo Installers
Itho
created by: www.pdronline.co.uk

24. “From £50 fans to
£1000 installs”

25. “I’ve been doing these wrong for
years, f**k knows what’s coming out
of the systems i’ve installed”
Independent ventilation installer

29. Protecting £3m
Up to £2M of ‘fans’
Now more than £4M on new units
Sales potential 100% increase with
ancillaries
All from reviewing ‘Service’ too

30. Protecting £3m
But, we are now close to £5m

31. Products to service to product

32. Thanks.
Questions?