Maturity levels for improving the distinctive capabilities of service businesses
| Maturity level 1 Initial | Maturity level 2: Managed | Maturity level 3: Defined | Maturity level 4: Quantitatively managed | Maturity level 5: Optimizing | ||
|---|---|---|---|---|---|---|
| Dimensions of maturity levels | Stakeholder involvement | Stakeholders related to project teams | All relevant stakeholders within the company, customers and partners | |||
| Product and service business integration | Isolated service businesses | Multiple product and service businesses | ||||
| Knowledge and data acquisition and use | Reactive | Proactive | Predictive | |||
| Categories of capabilities | Strategy and Leadership | Service benchmarking (102) | Service customer segmentation (106) | Service vision determination (101) | Service price determination (108) | Service portfolio management (105) |
| External environmental analysis (103) | Service competitiveness definition (107) | Top management decision support (109) | ||||
| Service potential estimation (104) | Key individual cooperation (110) | |||||
| Performance | Service indicator definition (204) | Service investment evaluation (201) | Service ratio evaluation (202) | |||
| Service-oriented measurement (205) | ||||||
| Environmental effect evaluation (203) | ||||||
| Product-service innovation (206) | ||||||
| Offerings | Service operation standardization (3P1) | Product-service alignment (3P3) | Service risk assessment (3P6) | |||
| Service content modularization (3P2) | Customer involvement (3P4) | |||||
| Legal barrier understanding (3P7) | Partner involvement (3P5) | |||||
| Customers | Customer knowledge accumulation (3C1) | Customer education (3C4) | Service value visualization (3C3) | Customer relationship building (3C5) | ||
| Customer access (3C2) | ||||||
| Organization | Service salesforce development (3O1) | Decision-making decentralization (3O4) | ||||
| Service technician development (3O2) | Organizational distinctiveness definition (3O5) | |||||
| Service facility deployment (3O3) | Organizational resource sharing (3O6) | |||||
| Network | Partner knowledge accumulation (3N1) | Partner incentive determination (3N4) | Partner relationship building (3N6) | |||
| Outsourcing determination (3N2) | ||||||
| Partner training (3N5) | ||||||
| Partner identification (3N3) | ||||||
| Digital technology | Data use agreement (3D1) | Data use for customer relationships (3D5) | ||||
| Digital technology integration (3D2) | ||||||
| Data use for service operations (3D3) | Data use for new business (3D6) | |||||
| Data use for product design (3D4) | ||||||
| Maturity level 1 Initial | Maturity level 2: Managed | Maturity level 3: Defined | Maturity level 4: Quantitatively managed | Maturity level 5: Optimizing | ||
|---|---|---|---|---|---|---|
| Dimensions of maturity levels | Stakeholder involvement | Stakeholders related to project teams | All relevant stakeholders within the company, customers and partners | |||
| Product and service business integration | Isolated service businesses | Multiple product and service businesses | ||||
| Knowledge and data acquisition and use | Reactive | Proactive | Predictive | |||
| Categories of capabilities | Strategy and Leadership | Service benchmarking (102) | Service customer segmentation (106) | Service vision determination (101) | Service price determination (108) | Service portfolio management (105) |
| External environmental analysis (103) | Service competitiveness definition (107) | Top management decision support (109) | ||||
| Service potential estimation (104) | Key individual cooperation (110) | |||||
| Performance | Service indicator definition (204) | Service investment evaluation (201) | Service ratio evaluation (202) | |||
| Service-oriented measurement (205) | ||||||
| Environmental effect evaluation (203) | ||||||
| Product-service innovation (206) | ||||||
| Offerings | Service operation standardization (3P1) | Product-service alignment (3P3) | Service risk assessment (3P6) | |||
| Service content modularization (3P2) | Customer involvement (3P4) | |||||
| Legal barrier understanding (3P7) | Partner involvement (3P5) | |||||
| Customers | Customer knowledge accumulation (3C1) | Customer education (3C4) | Service value visualization (3C3) | Customer relationship building (3C5) | ||
| Customer access (3C2) | ||||||
| Organization | Service salesforce development (3O1) | Decision-making decentralization (3O4) | ||||
| Service technician development (3O2) | Organizational distinctiveness definition (3O5) | |||||
| Service facility deployment (3O3) | Organizational resource sharing (3O6) | |||||
| Network | Partner knowledge accumulation (3N1) | Partner incentive determination (3N4) | Partner relationship building (3N6) | |||
| Outsourcing determination (3N2) | ||||||
| Partner training (3N5) | ||||||
| Partner identification (3N3) | ||||||
| Digital technology | Data use agreement (3D1) | Data use for customer relationships (3D5) | ||||
| Digital technology integration (3D2) | ||||||
| Data use for service operations (3D3) | Data use for new business (3D6) | |||||
| Data use for product design (3D4) | ||||||