Improving the current service design for new Beaver dredging vessels

Improving the current service design for new Beaver dredging vessels: Applying servitization methods to create different tiers of service agreements, increasing customer retention

Seegers, Daan (TU Delft Technology, Policy and Management)

Ludema, M.W. (mentor)
Janssen, M.F.W.H.A. (graduation committee)
Haagsma, Joost (graduation committee)

Delft University of Technology

Management of Technology (MoT)

2022-10-17

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.

Servitization
Service design
Product-service system
cutter suction dredger
Dredging

http://resolver.tudelft.nl/uuid:6aecaffd-03b0-4a1e-9c18-751f634f68d2

Student theses

master thesis

© 2022 Daan Seegers