Design

Service Engineering: Design Scope/Approach

• After developing the portfolio structure, services are defined in detail:

• Defining the service structure from a separate element to the options to the individual characteristics. The services include all necessary parameters and cost drivers
• Service packages in optimal and reasonable granularity for the market
• Service pricing with all cost-pushing elements

• The service packages with appropriate Service Level Agreements (SLA) are defined and documented in an electronic catalog service. A price/cost model is lodged in conformity with the market
• The concept development of the service delivery model with the appropriate price/quality strategy as a prerequisite for the next step

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Customer Benefits

• Significant improvement in customer acceptance through:

• Market oriented service structure
• Transparent service catalog with market prices based on production costs (activity based costing)

• Improved organizational units in terms of cost drivers and performance, obtained through high transparency

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TSG Contribution

• Introduction of market experience into service design
• Development and composition of comprehensive service elements and variants
• Preparation of Service Level Agreements (SLA)
• Selection and use of appropriate tools and methods (cost model, service catalog, SLA, etc.)

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