Når produkter og service smelter sammen. Hvor vigtig er servitization for vækst og jobskabelse, og hvilke kompetencer kræver det af medarbejderne? 2015-09-16 Holger Prip Chief Global Support Officer, SKOV A/S
Agenda SKOV A/S Produkter Markeder Servitization Competence development
SKOV A/S Glyngøre
Fra driftige danske landmænd Østergaard var den største ægproducent i Skandinavien i 60 erne og ejet af vore grundlæggere
til en global virksomhed SKOV A/S Regional sales office Dealer SKOV Asia Ltd. SKOV er en af verdens største leverandører af klima- og farm management løsninger
Svineproduktion
Fjerkræ produktion
SKOV klimaløsning
SKOV Produktionsstyring FarmOnline Management System DOL 539 Climate and Production Computer Climate Feed System Water Measuring Bird Weighing Light Control DOL 90 DOL 94-10 DOL 9940
SKOV FarmOnline The Three Platforms
SKOV Det globale marked Iowa, USA Sydafrika Australien SKOV har over 60.000 stalde i drift i mere end 65 lande 2011-2014: En ny stald idriftsat hver time Japan Thailand Danmark
Befolkningstilvækst 1950-2050 Over halvdelen af verdens befolkning lever i Asien og det er den hurtigst voksende region
Loss of Land to Urbanization, Salinization, Erosion, Desertification and growth in Population 0,70 0,60 0,50 0,40 0,30 0,20 0,10 0,00 1950 2000 2050 Dyrkbart areal pr indbygger (Ha)
Muligheder Global stor befolkningsvækst og stigende velstand Massivt, globalt behov for ekstra kødproduktion Kødproduktion med lavt ressourceforbrug er efterspurgt Løses globalt med store og effektive produktionsenheder Intensiv bæredygtig husdyrproduktion også i resten af verden
Vision Globalt skal SKOV skal være den største og mest anerkendte leverandør af klimaløsninger og farm management til animalsk landbrugsproduktion, som sikrer optimale betingelser for dyr, mennesker og miljø.
SKOV omsætning
SKOV@1B: 8 initiatives Key Accounts Dealers Others Big Dutchman SKOV Asia Full Line Partner Management After Sales Business Special Products dol-sensors level 2 Total SKOV sales
SKOV Global Support SKOV Global Support is a service and project organization consisting of some 40 highly qualified employees who are specialists in climate and production control. The know-how, experience and competence of these people ensure that the quality level of our service complies with the high standards of our company. 1.000+ service contracts One system start-up every hour
Lifecycle of a customer IDEA TO PRODUCT SALES TO CASH AFTER SALES Delivery project management Installation Supervision Start-up Training Spare part packages Handover Service agreement On-site emergency support Remote problem solving 8x5 help desk 24x7 emergency help desk Spare part packages After sales service Year 1 Year 20+ Project After sales service
Facts from Danish After Sales market After sales service more than 30% of annual Danish sales - more than 20 MDKK per year Service visits >8.000 per year p.a. ~ 2-3 per service technician per day Spare part orders >3.000 p.a. ~ 250 per month Helpdesk calls >5.000 p.a. ~ 20-30 per day Many customer interactions - many recurring processes high potential for optimization
New services - example Remote climate diagnostics Collection of climate data Analysis of climate data Report with observations and recommendations Webinar presentation and discussion of report Onsite climate optimization visit Recap of report Additional onsite analysis Onsite service check Implementation of agreed optimizations Training session Report with observations and implemented recommendations
Fra godt håndværk til industrielle processer Godt håndværk Industrielle processer
3 main hubs Glyngøre Mexico City Bangkok
SKOV Academy The SKOV Academy develops and delivers training to: Service staff Sales staff End-users Learning methods Traditional class room training Workshops and on-the-job-training but also Virtual class room training Webbased training Course calendar 6 months ahead
SKOV Certified Service Partner SKOV DK 3rd line (R&D) SKOV DK 2nd line Dealers, & Service electricians SKOV DK SKOV ASIA SKOV certified service partner 1st line Customers
Servitization Service is a differentiator Physical products are more easily copied Services shall support and improve the customers business Think and communicate value business cases Services create customer loyalty
Competence development 1/2 English company wide Not just english language, but also culture, time zones barriers think globally More complex/sophisticated products Competence mapping Product knowledge Animal knowledge Customer interaction Training minimum two times per year
Competence development 2/2 More IT/IS Big Data Multidisciplinary data analysis Remote services From truck roll to remote analysis Value based services Repair defective item (x hours) vs advise to improve production results (x% of value) Project management Blue collar to white collar compensation Flexibility
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