„I don’t deal with matters, which are done. I deal with matters which have to be done.” – Marie Curie
Business services are increasing in importance across multiple industries including for example, engineering and plant manufacturing (e.g. maintenance, reparation, consulting), as well as in the consumer industry (e.g. financing offers, collection- and delivery services). Products and services are offered simultaneously in an ever increasing number. The integration of the customer perspective into service provider processes is dependent on the business model. Consequently, service companies face pressures to optimize their business processes, especially thephases with direct customer interaction (e.g. initiation phase, agreement phase, service phase).
The landscape of providers is very fragmented in Germany with a wide range of different players competing in the space. Service offerings include e.g. consulting, personnel and financial services, trade and logistics services, as well as maintenance and repair services. From a customer perspective intangible services are credence goods, a good which is difficult for a customer to value but involves a substantial level of trust from said customer (medical services for instance). For this reason, service providers increasingly deliver their services in advance („Try it before you buy it“).
Essential success factors within the service industry are the ability to change, customer focus, networking, brand strength and human resource management. More and more service companies are evolving to solution providers where clients receive complete solutions or rather a tailor-made solution.
The quality of the completed services is a direct result of both the level of experience and the service provider’s motivation to achieve service satisfaction. A service company is therefore heavily reliant on quality standards and metrics to achieve measure alignment with said standards. Common procedures and methods to plan, control and manage quality are include: Balanced Scorecard (BSC), Service Level Agreements (SLA) or Quality Function Deployment (QFD).
Commercial Advisory Unternehmensberatung has completed projects in the following domains:
- Call centers
- Language services (e.g. translations)
- Import- & export services
- Installation services
- Catering services
- Logistics services
- Marketing and distribution
- Outsourcing (BPO)
- Personnel services
- Sewerage services
- Travel business (e.g. work & travel, high school programmes)
- Repair services
- Temporary employment
Commercial Advisory has deep industry experience within the service branch and supports clients with the development and delivery of innovative services.
Further information: Definition – Business Services
Commercial Advisory Unternehmensberatung provides honest advice and clear answers to critical questions. We are a trusted partner of small and medium-sized enterprises and private equity investors. Please contact us for further information.
Our expert: Markus Knarr
Commercial Advisory Unternehmensberatung GmbH
D – 80336 München
+ 49 89 20355314