After two years, my studies on service excellence are completed. During the two years I spent numerous hours working on the modules, resulting in various reports, case studies, exams, and finally the final thesis. This blog has been one outcome of my studies and I wanted to elaborate on selected topics related to service business as part of my learning experience.
The objective of my studies was to learn and update my knowledge about the business environment, including strategy, management and leadership since my MSc studies about 20 years ago. I chose focusing on service organizations and service excellence since I consider it a clear direction for several industrial companies as well as the future of developing the experience economy. Combined with my marketing background, I`m happy of what I´ve learnt and what I´ve focused on. The key learnings for me have been the need on internal communications and involvement of the organization throughout service development and differentiation of services based on customers needs. These studies have helped me in my current job, working on a customer focused strategy for a service organization.
It´s strange not having a business book or articles to read or a case report to write during a weekend or during summer holiday but I´m finally looking forward to spending a "real" holiday since a long time, just enjoying the spare time and having a break.
This blog will officially end though I may occasionally be inspired to share some further experiences related to services. I can warmly recommend similar learning experience for anybody who might consider taking a new challenge.
Sunday, February 19, 2012
Saturday, January 7, 2012
Services 2020
Tarja Tuominen from the Confederation of Finnish Industries (EK) presented a study by EK explaining the general forces for change in service industries operative environment. She also elaborated on competences required in 2020 for international service organizations.
According to EK study, the key forces for change are
a) globalization - enhancing internationalization and multiculture of services, multinational companies, increased competition and new kind of businesses
b) technological development and digitalization, creating prerequisites for services
c) networking - creating business opportunities across service sectors
d) ageing - threat for a competent workforce, setting challenges for responding to customer needs.
The underlying theme within Tuominen´s presentation was customer needs. Tuominen emphasized how we face customers, how we evaluate their needs, how we fulfil the requirements and competences providing the services.
Another trend within the services evolution seemed to be convergence of service sectors. You can see integration of services within various branches, resulting in providing packages of services. In Finland an example of such are the combinations of social services, real estate, retail and IT services, which can be seen merging for eg senior citizens.
According to EK, the trends and change factors set requirements for new competences towards 2020. The common competences needed are social skills, international operations and utilization of technologies. This does not sound like a groundbreaking news - but in the current market environment service providers already face problems of operating in the global market, lacking needed skills. Although companies are not active in the international market, globalization will affect domestic operations as well. It is important to be able to anticipate changes.
I think we say we learn for life. But there has to be some thought and discipline in regards to what takes the Finnish industries - and service businesses - forward internationally. Thus, engines for change are needed in a planned, systematic way, including educational plans as well as companies HR and HR development strategies.
According to EK study, the key forces for change are
a) globalization - enhancing internationalization and multiculture of services, multinational companies, increased competition and new kind of businesses
b) technological development and digitalization, creating prerequisites for services
c) networking - creating business opportunities across service sectors
d) ageing - threat for a competent workforce, setting challenges for responding to customer needs.
The underlying theme within Tuominen´s presentation was customer needs. Tuominen emphasized how we face customers, how we evaluate their needs, how we fulfil the requirements and competences providing the services.
Another trend within the services evolution seemed to be convergence of service sectors. You can see integration of services within various branches, resulting in providing packages of services. In Finland an example of such are the combinations of social services, real estate, retail and IT services, which can be seen merging for eg senior citizens.
According to EK, the trends and change factors set requirements for new competences towards 2020. The common competences needed are social skills, international operations and utilization of technologies. This does not sound like a groundbreaking news - but in the current market environment service providers already face problems of operating in the global market, lacking needed skills. Although companies are not active in the international market, globalization will affect domestic operations as well. It is important to be able to anticipate changes.
I think we say we learn for life. But there has to be some thought and discipline in regards to what takes the Finnish industries - and service businesses - forward internationally. Thus, engines for change are needed in a planned, systematic way, including educational plans as well as companies HR and HR development strategies.
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