Service Management

We promote potential for growth through strategic service management

New growth potential

From a classic product-based business to a service strategy

In many manufactured goods industries, intense competition, product margin erosion, and product market maturity has lead to a reexamination of existing business models. In the process, more and more businesses transform themselves from manufacturers to service providers. In manufacturing, product quality determines company performance. The success of a service-provider depends largely upon the quality of human interactions within the services provided.



Understanding the customer within the customer’s ecosystem

A transformation from classic manufacturing to service provider is not done in a day. Both developing and marketing services requires a different logic than manufacturing and selling goods. Taking classic approaches like the optimization of product quality and pricing are simply insufficient. Instead, it is essential to take a holistic view of the customer, the customer’s ecosystem and values.

Service offers with genuine added value

It is important to understand that every customer has an individual logic and decision-making basis, influenced by their situational context. An industrial customer experiencing scheduled maintenance interruptions will have different needs than one that suddenly faces inexplicable machine failure.

We apply different qualitative methods, to decipher cognitive and emotional customer logic, allowing us to develop service offers with genuine value-added.

New logic for development and sales

The consistent expansion of a service business fundamentally influences the business model. In addition to developing a relevant service offer, the provider must also adjust its structures and systems. Who should, for instance, be responsible for the development of new services? That is not typically within the scope of a classic R&D department. Structuring sales is also a matter to be considered prudently. Service sales follow an entirely different logic from those of classic manufactured goods.

Aligning company culture with a service mindset

The success or failure of a service transformation process is dependent upon alignment of the company culture. Using organizational development methods and coaching tools, we prepare employees, teams, and the general company culture for success in a service-oriented business.

We offer

  • Design of service-oriented business models
  • Development of a service vision and service value proposition
  • Development of (global) service strategies
  • Surveys of customer service requirements
  • Development of attractive service portfolios
  • Measurement and control of service-satisfaction
  • Optimization of the service experience along entire customer journey
  • Development of relevant service brands
  • Alignment of service culture and service mindset

We support mechanical and plant engineering industries in the successful commercialization of the service business.


Competition compels change. One way of addressing this obligation is with a business model that incorporates the provision of services to stimulate growth.


Manfred Bruhn and Karsten Hadwich’s keynote speech at the 2021 Forum for Service Management.


The sustainable success of product manufacturers is often dependent upon a successful transformation to service provider.