Training as a Service : Designing a Training Service for End Users

Abstract

This thesis explores the possibility of strengthening the service offering of a system supplier in the marine industry by designing a deliverable end-user training service. A service of this kind can also be used as a differentiating factor to gain competition advantage over other system suppliers.

A single case study approach is selected as it fits the context of this thesis i.e. service designed to be delivered to a specific customer segment. The research design contains five steps where best practises of service design are combined with findings from the customer organization and the case company.

The outcome of this thesis is a proposal built of two main elements; End-user training Service Concept and Service System. The Service System is shown as embedded in to a service blueprint, a process flowchart, including the steps to take in order to deliver the service and the resources needed to perform those steps.