Creating Value Through Customer Services Conference - Rolls-Royce - Better Services for a Changing World
Duration: 11 mins 33 secs
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| Description: | Conversation with Tom Palmer, Director of Services, Rolls-Royce plc, about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems' |
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| Created: | 2015-10-13 12:27 |
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| Collection: | Cambridge Service Alliance |
| Publisher: | University of Cambridge |
| Copyright: | Angela Walters |
| Language: | eng (English) |
| Distribution: |
World
(downloadable)
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| Keywords: | Rolls-Royce; Servitization; |
| Explicit content: | No |
| Abstract: | Rolls-Royce are held up as the premier example of an organisation that has innovated its business model and is offering services. In this extract from the Podcast, Tom says: “90 per cent of our engines are now covered by some kind of long term fixed price contract. We are now looking at how the next generation of Total Care packages might look to improve the value to our customers and bring in new value propositions.
“It’s a very long life cycle business and our relationships with our customers are very deep and in many cases very trusting. Rolls-Royce has always been a partnering company with our customers’ interests truly at our heart. That is what we are focused on, truly adding value to our customers. Our whole vision is about being trusted to deliver excellence - we need to be trusted by our customers to act in their best interests. “We have developed deep personal relationships and our people have grown up together and worked most of their working lives together, which is helping their business and its availability. Our joint interests are so heavily intertwined that these contracts are true partnerships. “The customers are sophisticated operators and they are not interested in handing over all their data, or hype, they understand how value is created so we are focusing on the pointy end, where the value is really made for the airline. What data do you need for that, how much, what are its timeliness, and its analytics? We work backwards from the problem.“ |
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