20130103 actual bss - how we can facilitate you

Business Services SchoolOpen Innovation in learningand development of people

An initiative of Document Services Valley

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Supporting your performance improvement! Our portfolio

Document Services Valley ‐ How we can facilitate you! January 3, 2013

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January 3, 2013 Document Services Valley ‐ How we can facilitate you! 1

Are you being Servitized?

How we can facilitate you!

© Copyright 2012 Document Services Valley. All rights reserved.

Ton Wilders | Océ delegate – Document Services Valley – Business Services School

.. Just some quotes to start with…..

Give a man a fish and you feed him for a day

Teach him how to fish and you feed him for a life time

Confucius

Catch a man a fish and you can sell it to him.

Teach a man to fish and you ruin a wonderful business opportunity

K l M


Karl Marx


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Business challenges & opportunities

A brief introduction to Océ – a Cannon group

Agenda

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Document Services Valley

The ambitions and goals of the Business Services School

The available portfolio

A d i


Academic

Vocational

Business –to‐Business


Business challenges


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Today’s world


Situation Workforce roadmap

The digital native will represent 48% of the workforce

Professional certification for i f ti

The digital native will represent 48% of the workforce

Professional certification for i f ti

Bring your own Technology

Social Media will be integrated in the workplace

Organisations will have to manage five generations of workers

Source: Wim Groenendaal, Logica IT Impact 2010

For every new employee, three others will retire

For every new employee, six others will retire

60% of engineering

information management

The digital natives will drive significant change in the approach

For every new employee, three others will retire

For every new employee, six others will retire

60% of engineering

information management

The digital natives will drive significant change in the approach

Technology five generations of workers

One-third of World’s Workforce will be mobile workers


HR (BPO) vision

40% of IT people will have substantial business and non-IT experience

60% of engineering professionals will work on a contingent, or contract basis

significant change in the approach to technology, business processes and organizational structure

40% of IT people will have substantial business and non-IT experience

60% of engineering professionals will work on a contingent, or contract basis

significant change in the approach to technology, business processes and organizational structure

Start of the knowledge drain

75% of enterprises will invest in end-user monitoring tools

IT services and products are likely to be regulated as a result of increased concerns over safety, security and reliability,

Collective intelligence technology will be soundly embedded in the enterprise


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Horizon 2020 – Challenges & Changes

Societal Challenges and Drivers of Change

Technological Challenges and Drivers of ChangeTechnological Challenges and Drivers of Change

Commercial Challenges and Drivers of Changes


Societal Challenges

“About 70% of all healthcare costs are related to chronicdiseases. In 2050 50% of the population in the developed world will become chronic sick and the other 50% will have to bear thewill become chronic sick and the other 50% will have to bear the costs”

“The worldwide energy need until 2030 will increase around 40% and simultaneously the oil price will more than double”

Organisations will have to manage five generations of workers


Sources: BP 2011, NCHS 2006, McKinsey 2011

g g e ge e a o s


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“40% projected growth in global data generated per year vs. 5%growth in global IT spending”

Technological Challenges & Drivers of Change

IT Miniaturization and IT Mobility

Social Media will be integrated in the workplace & daily life

January 3, 2013 Document Services Valley ‐ How we can facilitate you! 9July 2, 2012 Master Class "The Soul of Business Services" 9

Sources: BP 2011, NCHS 2006, McKinsey 2011

Commercial Challenges & Drivers of Change

From specification engineering to user experience engineering

From single product to solution provider to value network

From transaction management to relationship management to value chain management

Increasing role of Customer Intimacy Strategies


Increasing role of Customer Intimacy Strategies

July 2, 2012 Master Class "The Soul of Business Services" 10


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The related Business Opportunities

“€240 Billion potential annual value to Europe’s public sector administration”

“$300 Billion potential annual value to US healthcare ”

“60% potential in retailers’ operating margins possible with big data handling & analysis”


Sources: McKinsey 2011

$300 Billion potential annual value to US healthcare

The manufacturing industry is moving into Knowledge Intensive Business Services (KIBS) It is a paradigm shift: from selling boxes with product related

Challenges for the manufacturing industries

services towards delivering services adding value to the customer’s value chain

In the mean time ensuring capturing and retaining of knowledge & experience in workforce


Horizon 2020 – Objectives and structure

Creating Industrial Leadership and Competitive Frameworks

Leadership in enabling and industrial technologies

Access to risk finance

Innovation in SMEs

Excellence in the Science Base Frontier research (ERC) Future and Emerging Technologies (FET) Skills and career development (Marie Curie) Research infrastructures

Shared objectives and principles

Common rules, toolkit of funding schemes

Europe 2020 priorities

European Research Area

Simplified access

International cooperation

Coherent with other EU and MS actions

Tackling Societal Challenges Health, demographic change and wellbeing Food security and the bio-based economy Secure, clean and efficient energy Smart, green and integrated transport Supply of raw materials, resource

efficiency and climate action Inclusive, innovative and secure societies

EIT will contribute to addressing these challenges


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Servitization ? !

Servitization is a transformation process wherein product companies embrace a service orientation and / or develop more and better services, with the aim to:

Satisfy customer’s needs

Enhance the firm’s performance

Achieve competitive advantages


Source: White paper – Atos Consulting – “Servitization in product companies. Creating business value beyond products”

Business needs

Having the right people to lead the challenges, able to make the move from products to Services:

Servitization: Servitization:Companies focus on creating & delivering Knowledge Intensive Business Services (KIBS). These services are complex, multi‐disciplinary and require an open‐innovation approach to be designed, productized and delivered successfully.

Knowledge workers:Companies are confronted with the need to retain the available


Companies are confronted with the need to retain the available knowledge from an aging workforce AND attract the generation Y to ensure continuity and growth.


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Educational challenges

Continuous people development is key to success

Ensure the ‘technology & services readiness” of the workforceEmployees must be ready to use effectively the available tooling to work anywhere, anytime and anyplace

Educate & develop towards the “T‐profile”A thorough and excellent knowledge in a specific professional area in combination with above average general knowledge and skills to successfully cooperate and communicate with other disciplines.

Align business needs & education programs


Align business needs & education programsDevelop and deliver learning together with the business and continuously aligned with dynamic business needs


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Increasing requirements for skilled workforceA T‐shaped profile

Communalities

Legal, Marketing, Communication, Leadership, Finance, Cultures, ....

Specialism


Performance support based on Learning Trends

Just in time learningDeliver knowledge just in time, accurate and not “pre‐cooked”. Provide knowledge bases & tooling to search for and retrieve quicklyand retrieve quickly.

Virtual Action LearningSimulate or use the actual daily work environment as learning environment

Real Time CoachingCoach people during a work situation on the spot, not only

d i i l ti i l l l i


during a simulation or in a role play or classroom session.

Techno‐drivenSocial Media / Community approach / Team intervention techniques. Use ICT tooling to share experiences, discuss problems and discuss progress of learning


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Current educational situation – a need to act

A mismatch in the perception of the required education for business services area

Insufficient alignment between education offer and actual Insufficient alignment between education offer and actual (dynamic) needs

Lack of consistent and frequent cooperation between business services practice and education partners

Slow reaction on business educational needs

No (not yet) adequate education route for business services specific themes


specific themes

Not enough focus on the practical application



Agenda

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A d i


Academic

Vocational



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Océ ‐ Organized for Business

Document Printing Production Printing Wide Format

Printing Systems

OcéBusiness Services

Technical Document Systems


Office Systems

Printroom Systems TransPromo Systems

Graphic Arts Systems

Imaging Supplies

Display Graphics Systems

Revenues: € 1.5B Revenues: € 0.7B Revenues: € 0.5B

Océ Research & Development

Original vision, unique technologies

135 years of innovationy

1.500 R&D professionals worldwide

Broad technology portfolio:

Software

Electronics


Mechatronics

Physics

Chemistry & Materials


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Canon activities

Optical and other products

Business machines

Semiconductor Prod. Equipment

Office imaging products

Digital X-ray SystemsCameras

29%

Digital Cameras

26%

9%

65%

2%Copiers and Multi Functional Printers


Inkjet PrintersSLR Camera Lenses

Computer peripherals

Video Camcorders

g

Business info. products

Laser Beam Printers

34%

2%

Canon/Océ commitment

Canon objective: achieve no 1 position in coreCanon objective: achieve no.1 position in core businesses

Develop new business through globalized diversification

Océ leads in wide format printing, commercial


Océ leads in wide format printing, commercial printing and document services


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The Document Outsourcing Services Market

Document OutsourcingDelegation to a supplier of the creation, production, processing, printing, mailing, electronic transmission or fulfillment of any type

Market size:

2011: € 25,2 bio

2014: € 28,7 bio (estimate)

Top 4 countries = 60% of market

UK France Germany & Italy

of printed or electronic document


UK, France, Germany & Italy

Strongest growth in:

On site services

Document Process outsourcing

Enforce our customer’s performance!

Value based delivery

g

Boost

Streamline Information

Co-InnovationCustomer MAKE decision

Customer BUY decision

Connect & Integrate

Connecting traditional services to customer processes

Digitization of document handling processes

Increasing digital document

Optimize

Optimization of document handling processes by process redesign and streamlining

Or by digitizing document functions

Increasing process efficiency by more than 30%

Control

Taking over control of existing document functions

Technology

Taking over full responsibility of a customer document process and value based delivery

Reduce Cost

Productivity

Open innovation


Preferred Suppliers

Increasing digital document availability and reduce time spend by customer employees on document handling

Increasing the level of services quality and efficiency

HardwareSoftwareApplicationsProfessional ServicesSecondmentMPS

Target suppliers: # devices /licences

Strategic Partners(external ‐ suppliers)

Partnering(internal – customer departments)


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Agenda

g p




A d i


Academic

Vocational


Mission Statement ‐ DSV

The Document Services Valley is a strategic initiative committed to understandingand extending document services, through open innovation and education.



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A leading hot spot in Western Europe regarding solution and service development within the document‐ and information processing

Ambition ‐ DSV

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An excellent and inspiring first‐rate open innovation environment

A platform to share high level knowledge

An inspiring accommodation of new start‐ups

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Internationally recognized business services education programs

The Document Services Valley Open Innovation Center inspires and connects people, international markets

Mission Statement – Open Innovation Center

and knowledge institutes to develop innovative document services intosuccessful business



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Ambitions and approach of OIC

To create a people centric knowledge network of document related partners

To help companies to innovate and to start openTo help companies to innovate and to start open innovation collaboration projects

To serve as a kick start from idea to market

Inside‐out: open up our skills to the world

Outside‐in: leverage the skills of the world

Program for Acceleration of Document Services Innovation (finance & expertise)


Services Innovation (finance & expertise)

Services and facilities



Agenda

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A d i


Academic

Vocational



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Servitization is ....Having the right people to lead the challenges

The old adage “people are your most important asset”

is wrong!The RIGHT people are!

Start getting the right people on the bus, the wrong people off the bus,

and the right people in the right seats

Good to great ‐ Jim Collins


a Business Services School to provide the required education!


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Business Services School ‐Main Goals

To establish an open, innovative environment where students and employees

Mission Statement:

To educate people to design, implement and deliver great business services

p p yexchange & learn and explore knowledge & skills related to Business Services areas

To realize an educational offer based on a permanent dialogue between education and business representatives

To align education programs with the research of the endowed chair “`Business Services Innovation” (Prof. Jos Lemmink, Maastricht University)

A d i A d iA d i A d i


To create a thematic Business Services teaching line in the regular education programs (both academic and vocational)

Academic

HBO +

HBO

MBO +

AcademicPrograms

VocationalPrograms

Academic

HBO +

HBO

MBO +

AcademicPrograms

VocationalPrograms

We help you to adapt to the ‘new way of learning’

Skilled trainers, facilitatorsSkilled people, able to use state‐of‐the‐art technologies to communicate effectively and facilitate the learning and knowledge exchange.

InfrastructurePeople need to learn on the job. The infrastructure must support 24/7 access to knowledge and learning & communication tools

Acceptance of ‘new’ working & learningNew techniques need to be introduced carefully and the workforce &


New techniques need to be introduced carefully and the workforce & management has to accept the new approach.


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Business Services School ‐ Aimed Effects

A “fit for today and the future” workforce in line with business requirements and individual development needs

An education platform ensuring a continuous innovation of learning environments and required business content for students and employees in the business services areas

A cooperative (international) consortium of companies and educational organizations

An attractive work & life environment for new


An attractive work & life environment for new and existing employees and their companies

Business Services School ‐ Océ point of view

Objectives

Realization of a professional ands sustainable education offer, covering all Business Services aspects and aimed at employees and students fromall Business Services aspects and aimed at employees and students from Vocational and Academic level.

Results & Revenue

Adequate educated employees (performance development)

To strengthen the interaction between innovation & research, education and business to support the paradigm shift (from selling boxes to services delivery)


To market and deliver the generic Océ – ITC education offer to students and employees of non‐Océ companies


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The Business Services School Partners

Business partners: Andarr, Ardens group, Philips Lighting, Philips Health Care,(Founding Partners) Vanderlande Industries

Academic partners: Maastricht University & Rotterdam School of Management

Vocational partner: Fontys Hogescholen Venlo

And last but not least the Océ International Training Center


The experts of the Océ International Training Center

D o c u m e n t S e r v i c e s V a l le y

S M E

S M E

FoundingPartners

FontysOcé

Vander‐lande

Philips Lighting

Philips Heath Care

M aastr ich t

OcéITC

Ardens

AcademicPartners

VocationalPartners

Open

Innovation

Center

Business

Services

School


E x s e r

RSM

Maastr icht

Un iversity DRAKA

Connected

ASML

FEI


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Agenda

g p




A d i


Academic

Vocational


The Business Services School programs

Post Academic workshops and master classes

Focus on services in regular academic education programsFocus on services in regular academic education programs

Post vocational workshop and master classes

Focus on services in regular vocational programs

Academic AcademicAcademic Academic


HBO +

HBO

MBO +

Programs

VocationalPrograms

HBO +

HBO

MBO +

Programs

VocationalPrograms


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The solution – offering Academic education services

Business Services education ‐ Academic partners

Msc Executive Master in Business Services To provide world‐class postgraduate and post‐

experience services management educationp g

To provide an environment in which executives can learn from each other, exchange ideas, views, and experiences and to “teach one another”

To provide latest insight in services research

To disseminate knowledge and allow managers and leaders to improve their personal competencies

To create a high return on investment for the participant(s) in a stimulating and challenging


participant(s) in a stimulating and challenging international environment


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Business Services education themes:

The Soul of Business Services

Managing Innovation and Business Modeling

S i O i Service Operations

Information Management

Strategic Leadership and Change

Service Marketing, Sales and Account Management

Finance


Themes are defined through brainstorm/workshop sessions

with business & academic partners

Actual status

Co‐creation master class sessions conducted

Design of Msc program “Executive Master in Business Services” presented to Founding Fathers on September 28, 2012p g p

Activities scheduled to pilot & test the drafted content of the Msc

Aimed start of program in spring 2013

Registration and intake procedure started

Brochure and website available



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The solution – offering Vocational education services

Master Class “The Soul of Business Services”

To create awareness regarding ‘servitization’

To offer insight in all the complex process steps, required to deliver successful business servicesdeliver successful business services

To assess the participants on the most important required competencies (a mixture of knowledge, skills and behavior).

After participation in this master class, one is aware of his/her own ‘servitization – level ‘ and is able to decide which further development is required to become a


p qsuccessful business services professional.


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Modules & sessions of the Master Class

Module 1: Servitization? – Why, What, How

Module 2: Services Innovation & Business Modeling

Module 3: Services Operations

Session 1 ‐ Operational processes & modelsSess o Ope a o a p ocesses & ode s

Session 2 ‐ Service costs – workload management

Module 4: Information Management in Services

Session 1 ‐ ICT buzz words and business services

Session 2 ‐ How do you manage your information

Module 5: Strategic Leadership & Change

Session 1 ‐ Strategic leadership & change models

Session 2 ‐ You as strategic leader /change agent

Module 6: Services Marketing & Sales

/


Session 1 ‐Marketing Services /preparing to sell

Session 2 ‐Managing a complex Services Sale

Module 7: Finance in Services

Session 1 ‐ Financial Basics for business services

Session 2 ‐ Running a financial healthy business

Module 8: Servitization! – My next steps!

Actual status

Design of HBO Master Class ready and approved

Marketing & promotion startedMarketing & promotion started

Brochure and website available

Starting in March 2013 with first run



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The solution – offering B2B education services

Business to Business ‐ education

Education Programs for Sales & Service Management Fundamentals of Commercial Behavior (FCB) Fundamentals of Leadership Behavior (FLB) Coaching for performance Informal Leading

Corporate learning curriculum for trainers / facilitators Trainer basics Trainer – Advanced Fundamentals Corporate Learning & Development

W k h E l i did i



Workshop E‐learning didactics. Workshop – create your own e‐learning module with Adobe Captivate Workshop – creating and deploying Virtual Classroom sessions


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Business to Business ‐ document service

Documentation Services

Documentation Process analysis Current situation/Bottlenecks/Future Situation Documentation Study Findings + Advice

Process Support Structuring Templates Workflow

Change Management



Change Management Briefing Training Controlled English

Actual status

Portfolio defined and approved

Processes to deal with external students in placeProcesses to deal with external students in place

Infrastructure & E‐learning support processes in place

Information regarding available portfolio available



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The Business Services School

Ready to support your performance improvement!

© Copyright 2012 Document Services Valley. All rights reserved.

Ton Wilders | Océ delegate – Document Services Valley – Business Services School


The Océ International Training Center


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Mission International Training Center

The International Training Center facilitates

the timely transfer of knowledge and

the development of professional behaviors

to personnel, partners, and users world‐wide

active in the strategic markets of Océ & Canon

to maximize Performance and Business results!

January 3, 2013 57Document Services Valley ‐ How we can facilitate you!

Organization International Training Center

9 22


2722 25


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Integral Approach: Training & Documentation

Central Development and Global Delivery:

Training

Documentation

Regions:

Worldwide – all regions via

ITC Hubs in Europe, Asia & USA

Target groups:

Sales

Pre Sales Consultants

System Engineers System Engineers

Customer Trainers

After Sales Service

Management


Integrated Learning Concept

Reference Materials ‐ Documentation

Web Based Learning, Wiki’s, SharepointsPre

Web Based Learning, Wiki s, Sharepoints

(Virtual) Classroom ‐ Training & Coaching

Task, Case & Application Based

Collaborative & Informal Learningtegrated Learning

Class

Collaborative & Informal Learning

Social Media – ITC is Facilitator

Coaching & Management Support

Post

Int



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Innovative Performance Support

ITC explores “innovative performance support”Formal

Learning

Objective: educate employees to become:

Knowledgeable

Able to find the right and latest information at the moment of performance

Able to apply this on the job in a given situation.

Moment

of

Performance

Informal

Learning



Training


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Period July 1st 2011 – June 30th 2012



Documentation


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Documentation & Translation

Create product documentation / reference material for users (customers) and sales and service employees

for all Océ products for all Océ products

for all Competence Centers (R&D sites)

for requested platforms

in 22 languages

Examples: User manuals (for customers)

Online Help

P l M Panel Messages

Quick Reference cards

Technical Service Manuals

Product Sales guide

Product brochures / Product portfolio

HTML Browser


Documentation & Translation

Total Released Publications 2011 :2880

0

500

1000

1500

Total Released

Publications

1130 987 763

Manuals Helpfiles Brochures



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Contact details


20130103 actual bss - how we can facilitate you

Education

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