6. CONCLUSIONS
6.4 Future research proposal
This research gave a baseline for service development in the case specific context.
The research in the future could continue with same context and focus more deeply on the influence of the distributor network and how it could be utilized effectively on ser-vice offering that is based on advanced knowledge of the case company. Another di-rection could be to evaluate the general development of the services in the industry field of the case company through upcoming years. Such longitudinal research could give insight about how services are developed on the early stages of maturity and how the development changes over time. This might give more general overview of what needs to be addressed on the servitization of companies that operate on new fields of
industries. The case company will most likely commission follow up research that will cover more detailed information on a service specific level about the structure of each service, market willingness for such service and possibilities of buddling services with products. This research will act as a baseline for these upcoming papers.
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APPENDIX A: TEMPLATE OF INTERVIEWS
Opening the interview: (~5-minutes)
1. Ask from the interviewees for a permission to record the interview for research pur-poses
2. Introduction to the research and the purpose of the interview.
3. Give an estimation of the duration of the interview and highlight the importance of open conversation
General questions and background of the interviewee (~10-minutes) 1. What would you consider to be your role in the case company?
2. Could you describe your influence on the customer base of the case company?
3. How well you know the current offering of the case company?
4. Who would you consider to be most important customers for the case company?
5. How long have you been in the company?
Realization of the internal knowledge (~30-minutes)
1. What would you consider to be the key knowledge that case company has in-house?
2. What other in-house knowhow the case company has in your opinion?
3. What would you state to be the biggest advance in knowhow that the case company has compared to their competitors?
Questions related to services (~30-minutes)
1. What products and services does the case company provide to their customers?
a. What basic services the case company offers to support their products? (for ex:
warranty, spare parts etc.)
b. What intermediate services does the case company offer? (for ex: product sup-port, maintenance, deployment)
c. What advanced services does the case company offer? (for ex: service and support agreements,
2. Has the case company currently got a strategy to develop services?
3. What do you see as a biggest challenge or obstacle on service development of the case company?
4. Do the current services of the case company utilize somehow the digitization? (Services that utilize somehow digital tool, for ex in data sharing)
a. If so, how?
5. What do you see as a biggest challenge or obstacle on utilization of digitization in the case company?
Questions related to organization, business model (~30-minutes) 1. How would you describe the case company’s current business model?
a. Utilize Business Model Canvas to go through the business model step-by-step.
(See next page.)
2. How the organization of the case company is currently structured?
3. How flexibly could the case company re-arrange the organization’s structure?
4. Do you think that the current organization structure is suitable for service offering?
Business model canvas adapted from (Osterwalder & Pigneur, 2010.) KP:
KA:
KR:
VP:
CR:
C:
CS:
C$:
R$:
APPENDIX B: SERVICE PROPOSALS
The content of Appendix B is not publicly available
APPENDIX C: BUSINESS GAME
The content of Appendix C is not publicly available