SERVITIZATION KEYNOTE: How to shift internal mindsets
Welcome to Copperberg’s live coverage of the “Servitization Keynote: How to Shift Internal Mindsets,” as part of the Aftermarket Virtual Summit.
This keynote session is being hosted by Paolo Dazi, Senior Vice President, BU Port Services at Konecranes, and Thomas Igou, Head of Content at Copperberg.
Paolo Dazi will share a case study from his past experience on how to shift internal mindsets for a successful service transformation journey.
➤ “Reality is not so straightforward. Changing ideas takes time and it’s never an easy process. Changing mindsets is organic, and it requires flexibility and stamina,” Paolo Dazi says.
➤ Why can’t competent service organizations grow organically on the market? According to Paolo Dazi, a rigorous Service Transformation Strategy is necessary.
➤ Paolo Dazi: “We wanted to transform into an outcome-driven organization that is continuously expanding the boundaries of our customer’s operational efficiency.”
➤ Paolo Dazi claims that servitization will be as deep and as radical as the ‘just-in-time’ revolution.
Moving away from concept phrases and utilizing word-pictures can help you better communicate your transformation goals to your staff and main stakeholders.
➤“Communicating what you are already doing is more effective than communicating what you are planning to do,” says Paolo Dazi.
➤Paolo Dazi: “It’s important for every single team member to understand the impact of service on customer experience.”
➤Paolo Dazi states that the mission of service innovation is different from the mission the rest of the company has. It’s important to create a dedicated team and space to explore this avenue of service innovation.
➤Combining innovation with existing advanced services will ensure sustainability and customer satisfaction, according to Paolo Dazi, SVP at Konecranes.
➤Paolo Dazi wisely advises promoting what you have achieved on your journey, rather than what you hope to achieve, in order to gain the credibility of your main stakeholders.
➤Operational excellence is the key to building respect and trust, according to Paolo Dazi, SVP at Konecranes.
Up next: Stay tuned for the upcoming “Change Management Keynote: Digital transformation impacts company existence — ready for change?”, hosted by Ioannis Chatzilamprou, Global Product Manager & Digital Services at Outotec. The session will go live shortly, at 1:45 PM CET / 2:45 PM EEST.