We lately recognised an increased demand for services and assistance, particularly in the field of centrifugals. Therefore we decided to extend and adapt the services offered, for the time being for centrifugals, in order to answer our customers’ needs more intensively.
For this purpose, we have been working in the research project “H2-ServPay” in cooperation with Westfälische Wilhelms-Universität Münster. In this project, the customer’s readiness to pay for all-in-one problem solutions (so-called hybrid service bundles) shall be determined, i.e. for services composed of material goods, personnel services and spare parts supplies. BMA offers such services especially with the sale of centrifugals including maintenance and inspection services as well as spare parts supplies.
Together with a diploma student of the Institute of Business-to-Business Marketing (Institut für Anlagen- und Systemtechnologien) of Prof. Dr. Dr. h.c. Klaus Backhaus at the Westfälische Wilhelms-Universität Münster, we prepared a questionnaire for our customers that shall help us to tailor and optimise our future range of services in accordance with the customer’s wishes. The data collection is made systematically using a specially developed method, the so-called ServPay Conjoint analysis. Selected customers are questioned via the H2-ServPay-provided functionality for measuring the readiness for payment. The data investigated will give hints – together with the cost data determined – for a well-aimed extension of the service portfolio.
The interrogation has been completed in May 2010. The results of the data collection are expected to be available in August 2010.
The participation in this interrogation should above all allow our customers contribute to the configuration of new service products. The customers were interviewed anonymously so that it is not possible to deduce the person or company interviewed. This anonymity was our intent and shall reflect the quality of interrogation.
We are now very glad to be awarded, together with Prof. Dr. Dr. h. c. Klaus Backhaus (Institut für Anlagen- und Systemtechnologien) and Prof. Dr. Jörg Becker (Institut der Wirtschaftsinformatik) the title “H2 ServPay – a configuration and calculation software for hybrid service bundles” for the transfer project 2009/2010 by Westfälische Wilhelms-Universität Münster. The transfer price was awarded on 31st May 2010 at Wiesmann Automanufaktur in Dülmen.
30.06.2010