The document discusses challenges facing businesses and proposes solutions through the Business Services School. It outlines societal, technological, and commercial challenges including an aging workforce, chronic diseases, data growth, and the need for knowledge-intensive services. The Business Services School aims to develop people and facilitate performance through programs aligned with business needs, a focus on practical skills, and continuous learning trends like just-in-time and virtual action learning.

1. Business Services School
Open Innovation in learning
and development of people
An initiative of Document Services Valley
Supporting your performance improvement!
Our portfolio

2. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Are you being Servitized?
How we can facilitate you!
Ton Wilders | Océ delegate – Document Services Valley – Business Services School
January 3, 2013 Document Services Valley ‐ Copyright 2012 Document Services Valley. All rights reserved.
© How we can facilitate you! 1
.. Just some quotes to start with…..
Give a man a fish and you feed him for a day
Teach him how to fish and you feed him for a life time
Confucius
Catch a man a fish and you can sell it to him.
Teach a man to fish and you ruin a wonderful business opportunity
Karl Marx
K lM
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3. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Agenda
 Business challenges & opportunities
 A brief introduction to Océ – a Cannon group
g p
 Document Services Valley
 The ambitions and goals of the Business Services School
 The available portfolio
 A d i
Academic
 Vocational
 Business –to‐Business
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 3
Business challenges
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4. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Today’s world
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Situation Workforce roadmap
Source: Wim Groenendaal, Logica IT Impact 2010
Social Media will be The digital native will
integrated in the represent 48% of the
workplace workforce
Professional
Bring your own certification for Organisations will have to manage
Technology information
i f ti five generations of workers
For every new management For every new employee,
employee, three One-third of World’s six others will retire
others will retire Workforce will be mobile
workers
The digital natives will drive
60% of engineering significant change in the approach
professionals will work 75% of enterprises will to technology, business processes
on a contingent, or invest in end-user and organizational structure
contract basis monitoring tools
Start of the IT services and products are likely
40% of IT people will have
knowledge drain to be regulated as a result of
substantial business and
non-IT experience Collective intelligence increased concerns over safety,
technology will be soundly security and reliability,
embedded in the enterprise
HR (BPO) vision
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5. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Horizon 2020 – Challenges & Changes
 Societal Challenges and Drivers of Change
 Technological Challenges and Drivers of Change
Technological Challenges and Drivers of Change
 Commercial Challenges and Drivers of Changes
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 7
Societal Challenges
 “About 70% of all healthcare costs are related to chronic
diseases. In 2050 50% of the population in the developed world
will become chronic sick and the other 50% will have to bear the
will become chronic sick and the other 50% will have to bear the
costs”
 “The worldwide energy need until 2030 will increase around 40%
and simultaneously the oil price will more than double”
 Organisations will have to manage five generations of workers
g g e ge e a o s
Sources: BP 2011, NCHS 2006, McKinsey 2011
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6. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Technological Challenges & Drivers of Change
 “40% projected growth in global data generated per year vs. 5%
growth in global IT spending”
 IT Miniaturization and IT Mobility
 Social Media will be integrated in the workplace & daily life
Sources: BP 2011, NCHS 2006, McKinsey 2011
July 2, 2012
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Master Class "The Soul of Business Services" 9
Commercial Challenges & Drivers of Change
 From specification engineering to user experience engineering
 From single product to solution provider to value network
 From transaction management to relationship management to
value chain management
 Increasing role of Customer Intimacy Strategies
Increasing role of Customer Intimacy Strategies
July 2, 2012
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Master Class "The Soul of Business Services" 10
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7. Document Services Valley ‐ How we can facilitate you! January 3, 2013
The related Business Opportunities
“€240 Billion potential annual value to Europe’s public sector
administration”
“60% potential in retailers’ operating margins possible with big
data handling & analysis”
“$300 Billion potential annual value to US healthcare ”
$300 Billion potential annual value to US healthcare
Sources: McKinsey 2011
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Challenges for the manufacturing industries
 The manufacturing industry is moving into Knowledge Intensive
Business Services (KIBS)
It is a paradigm shift: from selling boxes with product related
services towards delivering services adding value to the
customer’s value chain
 In the mean time ensuring capturing and retaining of knowledge
& experience in workforce
Horizon 2020 – Objectives and structure
Europe 2020 priorities
European Research Area
International cooperation
Shared objectives and principles
Tackling Societal Challenges
Creating Industrial Leadership and
 Health, demographic change and wellbeing Competitive Frameworks
 Food security and the bio-based economy
 Leadership in enabling and industrial
 Secure, clean and efficient energy technologies
 Smart, green and integrated transport
 Supply of raw materials, resource  Access to risk finance
efficiency and climate action  Innovation in SMEs
 Inclusive, innovative and secure societies
EIT will contribute to addressing these
challenges
Excellence in the Science Base
 Frontier research (ERC)
 Future and Emerging Technologies (FET)
 Skills and career development (Marie Curie)
 Research infrastructures
Simplified access Coherent with other EU and MS actions
Common rules, toolkit of funding schemes
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8. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Servitization ? !
Servitization is a transformation process wherein product
companies embrace a service orientation and / or develop more
and better services, with the aim to:
 Satisfy customer’s needs
 Enhance the firm’s performance
 Achieve competitive advantages
Source: White paper – Atos Consulting – “Servitization in product
companies. Creating business value beyond products”
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Business needs
Having the right people to lead the challenges, able to make the
move from products to Services:
 Servitization:
Companies focus on creating & delivering Knowledge Intensive
Business Services (KIBS). These services are complex, multi‐
disciplinary and require an open‐innovation approach to be
designed, productized and delivered successfully.
 Knowledge workers:
Companies are confronted with the need to retain the available
Companies are confronted with the need to retain the available
knowledge from an aging workforce AND attract the generation Y
to ensure continuity and growth.
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9. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Educational challenges
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Continuous people development is key to success
 Ensure the ‘technology & services readiness” of the workforce
Employees must be ready to use effectively the available tooling
to work anywhere, anytime and anyplace
 Educate & develop towards the “T‐profile”
A thorough and excellent knowledge in a specific professional area
in combination with above average general knowledge and skills
to successfully cooperate and communicate with other disciplines.
 Align business needs & education programs
Align business needs & education programs
Develop and deliver learning together with the business
and continuously aligned with dynamic business needs
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10. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Increasing requirements for skilled workforce
A T‐shaped profile
Communalities
Legal, Marketing, Communication, Leadership, Finance, Cultures, ....
Specialism
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Performance support based on Learning Trends
 Just in time learning
Deliver knowledge just in time, accurate and not “pre‐
cooked”. Provide knowledge bases & tooling to search for
and retrieve quickly.
and retrieve quickly
 Virtual Action Learning
Simulate or use the actual daily work environment as learning
environment
 Real Time Coaching
Coach people during a work situation on the spot, not only
during a simulation or in a role play or classroom session.
d i i l ti i l l l i
 Techno‐driven
Social Media / Community approach / Team intervention
techniques. Use ICT tooling to share experiences, discuss
problems and discuss progress of learning
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11. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Current educational situation – a need to act
 A mismatch in the perception of the required education for
business services area
 Insufficient alignment between education offer and actual
Insufficient alignment between education offer and actual
(dynamic) needs
 Lack of consistent and frequent cooperation between business
services practice and education partners
 Slow reaction on business educational needs
 No (not yet) adequate education route for business services
specific themes
specific themes
 Not enough focus on the practical application
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 19
Agenda
 Business challenges & opportunities
 A brief introduction to Océ – a Cannon group
g p
 Document Services Valley
 The ambitions and goals of the Business Services School
 The available portfolio
 A d i
Academic
 Vocational
 Business –to‐Business
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12. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Océ ‐ Organized for Business
Wide Format Océ
Document Printing Production Printing Business Services
Printing Systems
Technical Document Systems
Office Systems Graphic Arts Systems Display Graphics Systems
Printroom Systems TransPromo Systems Imaging Supplies
Revenues: € 1.5B Revenues: € 0.7B Revenues: € 0.5B
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Océ Research & Development
 Original vision, unique technologies
 135 years of innovation
y
 1.500 R&D professionals worldwide
 Broad technology portfolio:
 Software
 Electronics
 Mechatronics
 Physics
 Chemistry & Materials
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13. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Canon activities
Optical and
other products
Business machines
Semiconductor Office imaging
Prod. Equipment products
Digital X-ray
Cameras Systems 9%
29%
65%
26%
Copiers and Multi Functional Printers
Digital Cameras
g 2%
Computer
34% peripherals
Video Camcorders
Business info.
SLR Camera Lenses products Inkjet Printers
Laser Beam Printers
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Canon/Océ commitment
 Canon objective: achieve no 1 position in core
Canon objective: achieve no.1 position in core
businesses
 Develop new business through globalized
diversification
 Océ leads in wide format printing, commercial
Océ leads in wide format printing, commercial
printing and document services
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14. Document Services Valley ‐ How we can facilitate you! January 3, 2013
The Document Outsourcing Services Market
Document Outsourcing
Delegation to a supplier of the creation, production, processing,
printing, mailing, electronic transmission or fulfillment of any type
of printed or electronic document
 Market size:
 2011: € 25,2 bio
 2014: € 28,7 bio (estimate)
 Top 4 countries = 60% of market
 UK, France, Germany & Italy
UK France Germany & Italy
 Strongest growth in:
 On site services
 Document Process outsourcing
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 25
Enforce our customer’s performance!
Co-Innovation
Customer Customer
g
MAKE decision BUY decision Streamline
Information
Value based delivery
Boost
Productivity Taking over full responsibility
Optimize of a customer document
Reduce process and value based
Cost delivery
Optimization of document
Connect & Integrate handling processes by process
redesign and streamlining
Connecting traditional services Or by digitizing document
Control to customer processes functions
Technology Digitization of document Increasing process efficiency by
Taking over control of existing handling processes more than 30%
document functions Open innovation
Hardware Increasing digital document
Increasing digital document
Increasing the level of services availability and reduce time
Software
quality and efficiency
Partnering
Applications spend by customer employees
Professional Services on document handling (internal – customer departments)
Secondment
MPS Strategic Partners
Preferred Suppliers
(external ‐ suppliers)
Target suppliers:
# devices /licences
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15. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Agenda
 Business challenges & opportunities
 A brief introduction to Océ – a Cannon group
g p
 Document Services Valley
 The ambitions and goals of the Business Services School
 The available portfolio
 A d i
Academic
 Vocational
 Business –to‐Business
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 27
Mission Statement ‐ DSV
The Document Services Valley is a strategic initiative committed to understanding
and extending document services, through open innovation and education.
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16. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Ambition ‐ DSV
 A leading hot spot in Western Europe regarding solution and service
development within the document‐ and information processing
p p g
 An excellent and inspiring first‐rate open innovation environment
 A platform to share high level knowledge
 An inspiring accommodation of new start‐ups
 Internationally recognized business services education programs
ll db d
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Mission Statement – Open Innovation Center
The Document Services Valley Open Innovation Center
inspires and connects people, international markets
and knowledge institutes to develop innovative document services into
successful business
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17. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Ambitions and approach of OIC
 To create a people centric knowledge network of
document related partners
 To help companies to innovate and to start open
To help companies to innovate and to start open
innovation collaboration projects
 To serve as a kick start from idea to market
 Inside‐out: open up our skills to the world
 Outside‐in: leverage the skills of the world
 Program for Acceleration of Document
Services Innovation (finance & expertise)
Services Innovation (finance & expertise)
 Services and facilities
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 31
Agenda
 Business challenges & opportunities
 A brief introduction to Océ – a Cannon group
g p
 Document Services Valley
 The ambitions and goals of the Business Services School
 The available portfolio
 A d i
Academic
 Vocational
 Business –to‐Business
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 32
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18. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Servitization is ....
Having the right people to lead the challenges
The old adage
“people are your most important asset”
is wrong!
The RIGHT people are!
Start getting the right people on the bus,
the wrong people off the bus,
and the right people in the right seats
Good to great ‐ Jim Collins
a Business Services School to provide the required education!
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19. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Business Services School ‐ Main Goals
Mission Statement:
To educate people to design, implement and deliver great business services
 To establish an open, innovative environment where students and employees
p p y
exchange & learn and explore knowledge & skills related to Business Services
areas
 To realize an educational offer based on a permanent dialogue between
education and business representatives
 To align education programs with the research of the endowed chair “`Business
Services Innovation” (Prof. Jos Lemmink, Maastricht University)
Academic
A d i Academic
A d i
 To create a thematic Business Services Programs
HBO +
teaching line in the regular education
programs (both academic and vocational) HBO
Vocational
Programs
MBO +
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 35
We help you to adapt to the ‘new way of learning’
 Skilled trainers, facilitators
Skilled people, able to use state‐of‐the‐art technologies to communicate
effectively and facilitate the learning and knowledge exchange.
 Infrastructure
People need to learn on the job. The infrastructure must support 24/7 access to
knowledge and learning & communication tools
 Acceptance of ‘new’ working & learning
New techniques need to be introduced carefully and the workforce &
New techniques need to be introduced carefully and the workforce &
management has to accept the new approach.
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20. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Business Services School ‐ Aimed Effects
 A “fit for today and the future” workforce in line with business
requirements and individual development needs
 An education platform ensuring a continuous innovation of
learning environments and required business content for
students and employees in the business services areas
 A cooperative (international) consortium of companies and
educational organizations
 An attractive work & life environment for new
An attractive work & life environment for new
and existing employees and their companies
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 37
Business Services School ‐ Océ point of view
Objectives
Realization of a professional ands sustainable education offer, covering
all Business Services aspects and aimed at employees and students from
all Business Services aspects and aimed at employees and students from
Vocational and Academic level.
Results & Revenue
 Adequate educated employees (performance development)
 To strengthen the interaction between innovation & research,
education and business to support the paradigm shift (from selling
boxes to services delivery)
 To market and deliver the generic Océ – ITC education offer to students
and employees of non‐Océ companies
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 38
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21. Document Services Valley ‐ How we can facilitate you! January 3, 2013
The Business Services School Partners
 Business partners: Andarr, Ardens group, Philips Lighting, Philips Health Care,
(Founding Partners) Vanderlande Industries
 Academic partners: Maastricht University & Rotterdam School of Management
 Vocational partner: Fontys Hogescholen Venlo
 And last but not least the Océ International Training Center
The experts of the Océ
International Training Center
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 39
D o c u m e n t S e r v ic e s V a lle y
Fontys
Océ
Vander‐
SM E lande
Open Ardens
Vocational
Partners Business
SM E
Innovation Services Founding Philips
Océ Partners Lighting
ITC
Center Academic School
Partners Philips
Heath Care
M a a strich t
U n iv ersity DRAKA
Exser
Connected
RSM
ASML
FEI
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 40
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22. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Agenda
 Business challenges & opportunities
 A brief introduction to Océ – a Cannon group
g p
 Document Services Valley
 The ambitions and goals of the Business Services School
 The available portfolio
 A d i
Academic
 Vocational
 Business –to‐Business
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 41
The Business Services School programs
 Post Academic workshops and master classes
 Focus on services in regular academic education programs
Focus on services in regular academic education programs
 Post vocational workshop and master classes
 Focus on services in regular vocational programs
Academic Academic
Programs
HBO +
HBO
Vocational
Programs
MBO +
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 42
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23. Document Services Valley ‐ How we can facilitate you! January 3, 2013
The solution – offering Academic education services
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 43
Business Services education ‐ Academic partners
Msc Executive Master in Business Services
 To provide world‐class postgraduate and post‐
experience services management education
p g
 To provide an environment in which executives can
learn from each other, exchange ideas, views, and
experiences and to “teach one another”
 To provide latest insight in services research
 To disseminate knowledge and allow managers and
leaders to improve their personal competencies
 To create a high return on investment for the
participant(s) in a stimulating and challenging
participant(s) in a stimulating and challenging
international environment
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24. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Business Services education themes:
 The Soul of Business Services
 Managing Innovation and Business Modeling
 Service Operations
S i O i
 Information Management
 Strategic Leadership and Change
 Service Marketing, Sales and Account Management
 Finance
Themes are defined through brainstorm/workshop sessions
with business & academic partners
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 45
Actual status
 Co‐creation master class sessions conducted
 Design of Msc program “Executive Master in Business Services”
p
presented to Founding Fathers on September 28, 2012
g p
 Activities scheduled to pilot & test the drafted content of the Msc
 Aimed start of program in spring 2013
 Registration and intake procedure started
 Brochure and website available
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25. Document Services Valley ‐ How we can facilitate you! January 3, 2013
The solution – offering Vocational education services
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 47
Master Class “The Soul of Business Services”
 To create awareness regarding ‘servitization’
 To offer insight in all the complex process steps, required to
deliver successful business services
deliver successful business services
 To assess the participants on the most important required
competencies (a mixture of knowledge, skills and behavior).
After participation in this master class, one is aware of
his/her own ‘servitization – level ‘ and is able to decide
which further development is required to become a
p q
successful business services professional.
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26. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Modules & sessions of the Master Class
 Module 1: Servitization? – Why, What, How
 Module 2: Services Innovation & Business Modeling
 Module 3: Services Operations
 Sess o
Session 1 ‐ Operational processes & models
Ope a o a p ocesses & ode s
 Session 2 ‐ Service costs – workload management
 Module 4: Information Management in Services
 Session 1 ‐ ICT buzz words and business services
 Session 2 ‐ How do you manage your information
 Module 5: Strategic Leadership & Change
 Session 1 ‐ Strategic leadership & change models
 Session 2 ‐ You as strategic leader /change agent
 Module 6: Services Marketing & Sales
 Session 1 ‐ Marketing Services /preparing to sell
/
 Session 2 ‐ Managing a complex Services Sale
 Module 7: Finance in Services
 Session 1 ‐ Financial Basics for business services
 Session 2 ‐ Running a financial healthy business
 Module 8: Servitization! – My next steps!
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 49
Actual status
 Design of HBO Master Class ready and approved
 Marketing & promotion started
Marketing & promotion started
 Brochure and website available
 Starting in March 2013 with first run
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27. Document Services Valley ‐ How we can facilitate you! January 3, 2013
The solution – offering B2B education services
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 51
Business to Business ‐ education
Education Programs for Sales & Service Management
 Fundamentals of Commercial Behavior (FCB)
 Fundamentals of Leadership Behavior (FLB)
 Coaching for performance
 Informal Leading The experts of the Océ
International Training Center
Corporate learning curriculum for trainers / facilitators
 Trainer basics
 Trainer – Advanced
 Fundamentals Corporate Learning & Development
 W kh El
Workshop E‐learning didactics.
i did i
 Workshop – create your own e‐learning module with Adobe Captivate
 Workshop – creating and deploying Virtual Classroom sessions
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28. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Business to Business ‐ document service
Documentation Services
 Documentation Process analysis
 Current situation/Bottlenecks/Future Situation
 Documentation Study The experts of the Océ
International Training Center
 Findings + Advice
 Process Support
 Structuring
 Templates
 Workflow
 Change Management
Change Management
 Briefing
 Training
 Controlled English
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 53
Actual status
 Portfolio defined and approved
 Processes to deal with external students in place
Processes to deal with external students in place
 Infrastructure & E‐learning support processes in place
 Information regarding available portfolio available
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 54
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29. Document Services Valley ‐ How we can facilitate you! January 3, 2013
The Business Services School
Ready to support your performance improvement!
Ton Wilders | Océ delegate – Document Services Valley – Business Services School
January 3, 2013 Document Services Valley ‐ Copyright 2012 Document Services Valley. All rights reserved.
© How we can facilitate you! 55
The Océ International Training Center
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30. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Mission International Training Center
The International Training Center facilitates
the timely transfer of knowledge and
the development of professional behaviors
to personnel, partners, and users world‐wide
active in the strategic markets of Océ & Canon
to maximize Performance and Business results!
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 57
Organization International Training Center
9 22
22 27 25
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31. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Integral Approach: Training & Documentation
Central Development and Global Delivery:
 Training
 Documentation
Regions:
 Worldwide – all regions via
ITC Hubs in Europe, Asia & USA
Target groups:
 Sales
 Pre Sales Consultants
 System Engineers
System Engineers
 Customer Trainers
 After Sales Service
 Management
January 3, 2013 Document Services Valley ‐ How we can facilitate you! 59
Integrated Learning Concept
Reference Materials ‐ Documentation
Pre
Web Based Learning, Wiki s, Sharepoints
Web Based Learning, Wiki’s, Sharepoints
tegrated Learning
(Virtual) Classroom ‐ Training & Coaching
Class
Task, Case & Application Based
Collaborative & Informal Learning
Collaborative & Informal Learning
Int
Post
Social Media – ITC is Facilitator
Coaching & Management Support
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32. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Innovative Performance Support
ITC explores “innovative performance support”
Formal
Learning
Objective: educate employees to become:
 Knowledgeable
 Able to find the right and latest information at the moment of Moment
performance
of
 Able to apply this on the job in a given situation.
Performance
Informal
Learning
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Training
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33. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Period July 1st 2011 – June 30th 2012
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Documentation
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34. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Documentation & Translation
Create product documentation / reference material
 for users (customers) and sales and service employees
 for all Océ products
for all Océ products
 for all Competence Centers (R&D sites)
 for requested platforms
 in 22 languages
 Examples:
 User manuals (for customers)
 Online Help
 Panel Messages
P lM
 Quick Reference cards
 Technical Service Manuals
 Product Sales guide
 Product brochures / Product portfolio
 HTML Browser
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Documentation & Translation
Total Released Publications 2011 :2880
1500
1000
500
0
Manuals Helpfiles Brochures
Total Released 1130 987 763
Publications
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35. Document Services Valley ‐ How we can facilitate you! January 3, 2013
Contact details
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