TSE 2011 speakers and delegates explored a variety of services topics in both plenary and syndicate sessions. Value-Added Services continues as an area of high interest in the European technology services sector and delegates enjoyed the insights presented by Michael Herzog, Corporate Director Service, Endress+Hausser.
His plenary session, titled How to Escape the Looming Commody Trap in Value-Added Services, explored the convergence of services and business process integration. When this convergence is supported by a "service oriented" IT architecture, VAS offers a solution to combat two primary concerns - overly complex business processes and a lack of perceived customer value.
First customer pilots with this new breed of "connected" and "managed" services in the process industry are giving first proof of concept. The common phone support process and the well perceived delivery of value within a performance based maintenance contract are two such scenarios. Ideas for the further deployment and productization were highlighted along with possible barriers to overcome.
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