The design of a service portfolio and communication tool for IT and maintenance services

The design of a service portfolio and communication tool for IT and maintenance services

Voorend, M.J.B.

Simonse, L.W.L. (mentor)

Industrial Design Engineering

Product Innovation Management

Master of Science Strategic Product Design

2013-10-22

Thales Transportation Systems faces difficulties with communicating their service portfolio of (potential) clients. In relation to this, the goal of this project is to design: A Service Portfolio for TTS, which gives TTS an overview of the services they can over as a company. A service portfolio will help TTS in discussions with (potential) clients. A vision for TTS on offering services to (PTOs) for maintenance and operation of their e-ticketing system. A game to communicate the services of TTS to (potential) clients. In this report the results of the task and the process that led to these results is justified. Before discussing the results of this assignment, background information was collected. This report therefore first presents background information on the internal environment of TTS. The problem is explored and an analysis of the brand and identity of TTS is done. Furthermore, an overview of the e-ticketing market in the Netherlands is given, in which the different stakeholders +are discussed. The needs of clients are derived by means of interviews resulting in a discussion on the reasons for outsourcing or in-sourcing of maintenance and operation of the e-ticketing system by PTOs. Additionally, theory behind services and how to communicate services is given; The differences between services and products are discussed, as well as the types of services that can be distinguished and a definition of a ‘service portfolio’ is given. The Service Portfolio designed for TTS is an overview of the services TTS can currently offer to the e-ticketing market. It consists of services that can be acquired by clients, categorized in five categories. Besides these single services clients can acquire a combination of services in a service concept aligned to the needs of typical clients in the market. Base for the service concepts is the division of responsibilities for the system. In this report a vision on services in the e-ticketing market for TTS is proposed: Delivering e-ticketing as a service. A change of the current business model of TTS is needed for TTS to be able to offer the complete functionality of the e-ticketing system to the client and to thereby take away the client’s worries about their e-ticketing system. Finally a game is presented that helps TTS in communicating the services they can offer to the client and to retrieve implicit and explicit client needs. This game will also help the client in understanding how TTS can help in getting their needs fulfilled. During the game responsibilities are assigned and expectations are expressed. The game play of the game is explained. Finally, an infographic is presented which can help TTS in communicating the services they can offer to (potential) clients. This infographic can also be used by TTS as a keepsake to give to clients.

service design
it
maintenance
design

http://resolver.tudelft.nl/uuid:6292fe6d-a15f-4dc7-ba12-1c26424ce3ae

2014-10-22

Campus only

Student theses

master thesis

(c) 2013 Voorend, M.J.B.