Improving the current service design for new Beaver dredging vessels

Applying servitization methods to create different tiers of service agreements, increasing customer retention

Master thesis (2022)

Authors

D.J.L. Seegers Technology, Policy and Management

Contributors

M.W. Ludema Transport and Logistics - TPM (supervisor 1)
M.F.W.H.A. Janssen Engineering, Systems and Services (supervisor 2)
Joost Haagsma Royal IHC (supervisor 2)
Faculty
Technology, Policy and Management
Copyright: © 2022 Daan Seegers
Dredging Servitization Service design Cutter suction dredger Product-service system
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Published Date

17-10-2022

Language

English

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Faculty

Technology, Policy and Management

Abstract

This thesis combines a high-tech, capital product, with servitization methods in order to create a product-service system. Servitization has allowed companies to align their interests and create a co-creation environment. The overall objective of this thesis was to find an improvement over the current service design of Beaver vessels. This new design is specifically tuned towards an increase in customer retention and needs to have a tier-based approach.
The methodology used to create this service design had a research and a design component. The research component is twofold, research is done on the available literature to gain insights in relevant state of the art literature. The next part of research is done on the internal processes of the company, in order to determine where opportunities lie regarding best practices as seen in the literature.
Following from this research, requirements have been determined on which the eventual service design has been created. Requirements follow from either literature, analysis of internal processes, or company instructions.
This project has shown that there is an opportunity to be captured by offering a tiered-based agreement with customers. Advantageous financial effects are a better grip on expenses on the customers end, making it a strong option compared to maintaining the product themselves.