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Profiting From Services and Solutions by Stephen W. Brown, Valarie A. Zeithaml

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Chapter 4

Capabilities

Skills, Training, and Technology

When you hear the brand name Sylvania, what comes to mind? Light bulbs perhaps, or maybe television tubes? What about global consulting? Sylvania has transformed itself from a small New England light bulb recycler into the global lighting applications and services division of OSRAM AG, a leading manufacturer headquartered in Germany and part of the Siemens empire. Nearly 40 years ago, Sylvania began its service transformation by enabling its lighting design team to offer customers advice. As it developed more energy-efficient products with longer life spans and better lighting, it started helping customers to upgrade their lighting systems so that they saved energy and cut expenses. It added ...

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