Published Articles

Winston Churchill understood that people can be influenced in two ways: either their minds have been opened or their heart broken. Opening minds requires talk, exchange of views and reflection. Service Boot Camp is one of the enablers leaders can choose to help them achieve their goals faster!

The Circular Economy is defined as an economy “where the value of products, materials and resources is maintained in the economy for as long as possible, and the generation of waste minimised”. In contrast to a “Linear Economy” which is essentially a ‘take, make, dispose’ model of production, a Circular Economy […]

We believe Service Executives across the world should see Brexit as an opportunity for increasing their influence on companies growth plans. Most economic commentators believe that the medium term growth prospects for the UK and even the global economy have been severely dented, but these strengthening headwinds should also act […]

Do you struggle to stretch your service thinking in the face of the daily barrage of problems. Lets face it, most of us are driven by the everyday objectives of our boss, organisation and stakeholders. But high performers are not only able to deliver tactical results, they seem to be […]

As a Field Service manager, imagine having one Key Performance Indicator in your business that could predict how your customers will experience your equipment. One simple measure that your teams could use as a focus for their primary mission; to ensure customers remain satisfied, loyal and profitable. The limitations of […]

‘I am still making order out of the chaos of reinvention’ said novelist John Le Carre as he penned another cold war spy thriller. Many would say the same is true of manufacturing today. Gone are the days when a manufacturer simply made the product, delivered it to the customer, […]

Is it really true that servitization business models only really work for companies with complex engineering products such as jet engines, trains and wind turbines? My own experience is that it’s not the complexity of the product that’s key. It’s the complexity of the customer’s value chain and the hidden […]

The Internet of Things (IoT) is all marketing hype and of little value or relevance to SME’s It may be a question of perspective, but the fact of the matter is that unless you do something with the data generated by these technologies, then there is no added value. It’s […]

In May 2015’s edition of the The Manufacturer,  Nick Frank is interviewed on why he believes Service Thinking is the pathway to business growth. “I am an industrial person”, Nick Frank tells The Manufacturer and before starting his management consultant career, Frank worked for more than 25 years as a senior manager in industry. […]

“Service Thinking is just for big companies!” WRONG, I suggest you think again! In my experience of the manufacturing industry, those companies that achieve an EBITDA of 20-35% do so because they have found a way to have a significant influence on their customer’s business’s profitability. Partly it is achieved […]