the Service Industry
future of the Service Industry
Services - a future
in The Netherlands?
February 23, 2005
18:30-19:30, conference: 19:30-22:15
please visit the online
Prins Bernhardplein 200, Amsterdam [next to Amstelstation], free parking.
The conference language is English.
should you attend?
The future of trade and services
Ever since the 17th century, known as its Golden Age, the Netherlands
succeeded remarkably well in keeping its leading position in world
trade. Even today a considerable part of its welfare stems from
trade. In this context trade should be seen as exchange of property
rights. Many people in the Netherlands earn, directly or indirectly,
money by conducting and enabling such transactions in trade. A major
part of the service sector is directly or indirectly engaged in
facilitating and creating value in these trade transactions.
On the one hand it is necessary to keep the costs of the transactions
as low as possible: lower transaction costs lead to more trade.
On the other hand it is obvious that the transactions should be
profitable and create value. Globalisation and information technology
bring about rapid changes in the way trade transactions take place.
It creates new opportunities for trade and services. Therefore it
is necessary that one should be aware of these changes and opportunities,
and know how to react and invest in knowledge on transactions. For
instance, formal barriers to trade, such as transport costs and
import restrictions, will gradually disappear. It makes informal
trade barriers such as cultural differences, legal infrastructure,
rules and regulations of local governments, red tape and especially
trust between trading partners of more importance.
The more knowledge we have on these aspects, which is partly tacit
knowledge, the better we can strengthen our position as traders.
This is one of the main massages of the report on "The Netherlands
as a trading nation" published by the Scientific Council for Government
Policy in 2003. Prof. Den Butter was the director and initiator
of that project of the council. Now he is engaged in founding the
Amsterdam Trade University which is an institute of highest international
standards for research and education in the fields of legal, technical,
financial, cultural, administrative and business knowledge related
to trade transactions.
A.G. den Butter
The anti-service paradox of the service
industry's interpretation of service
Many service providers have been heavily disappointed by CRM and
other contact management technologies. Why? Because they hoped that
they could reduce their service
efforts. Where their motivation should have been to improve
their service levels. Because that
is what customers expect and demand nowadays.
of mobile communication in the service industry
Buddy Kluin will discuss the impact of Mobile Communication on the
business of a professional football club. He will show us "a day
in the life of an Arsenal football supporter". We will see Tommy
Lee travelling from his home town to Leeds using his PDA. We will
see how modern technology provides him with information, and also
changes his life as a football supporter.
Arsenal as a professional football club in England transformed their
organisation and their business model to manage doing business in
a new way.
Today we are in Amsterdam, hometown of Ajax also a famous professional
Does modern communication technology also affects the business of
And their football fans, what's in it for them?
17:30 - 19:00
18:30 - 19:30
& Reception with drinks, snacks,
networking & great music featuring Russian singer
Nicolai and her band 'Some Lovely Girls'!
by our Moderator
van der Goot, Executive Consultant and Founder, Perceive
commercial management services
Frank A.G. den Butter:
The future of trade and services
Stumpel: The anti-service paradox
of the service industry's interpretation of service
The Impact of Mobile Communication in the Service Industry
Panel with the Speakers
and our Moderator
van der Goot
The panel is followed by an open discussion.
A.G. den Butter
Frank A.G. den Butter
Professor of Economics, Vrije Universiteit and former member of the
Scientific Council for Government Policy
Professor of Economics, Free University (1988- ), Amsterdam, The Netherlands
Major previous affiliations:
Research Fellow Econometrics and Special Studies Department, de Nederlandsche
Bank (1973-1988, from 1979 deputy director of the department); Director
Tinbergen Institute, Amsterdam (1989-1996); Vice Dean and Director
of Research, Free University, Amsterdam Member of Scientific Council
for Government Policy (at the Prime Minister's Office; 1998- 2002),
The Hague, The Netherlands; Chairman Royal Netherlands Economic Association
(1997-2003); Founder and director of Applied Labour Economics Research
Team (ALERT: 1988-2002); Head of Department of Economics, Free University,
Amsterdam; Member Board European Association of Labour Economists
(EALE); Member Social Economic Policy Committee of Social Economic
Council (1992-2002); Consultant for OECD and Dutch Ministeries of
Finance Ministries of Finance, Economic Affairs, Social Affairs and
Employment, Spatial Planning, Housing and Environment, and Infrastructure.
Major other present functions:
Chairman Supervisory Committee Economic Institute for the Building
Industry (EIB); Member of Central Statistical Committee (CCS), Member
Royal Dutch Society of Sciences, Various other governmental and scientific
Major present research interests:
Futures studies, interaction between policy and research, institutional
organisation of policy analysis, applied labour economics, flow approach
to labour markets, technology and employment, economic models of the
environment, time series analysis, macroeconomic modelling, monetary
Publications include several books and articles in e.g. Journal of
Econometrics, Journal of Monetary Economics, Applied Statistics, Empirical
Economics, Journal of Business & Economic Statistics, Economic Modelling,
Journal of Policy Modeling, Environmental and Resource Economics,
Social Indicators Research, Open Economies Review, Energy Policy,
Economics Letters, De Economist, European Journal of Political Economy,
LABOUR, Applied Economics, Weltwirtschaftliches Archiv.
(1948; married, two children)
(in business since 1978)
Bob started his career as a copywriter and concept maker, later developing
into a business strategist and consultant. He built two advertising
agency groups in The Netherlands, developing both to a level of ‘biggest
independent agency in the Benelux’, and then merging them into international
agency networks. He is a long time pioneer in helping marketers to
use or integrate new technologies, new media and new channels to enhance
or revive more traditional marketing and communication routines.
Bob is a co-founder and board member of Result, an international growth
consultancy, and a co-founder and managing partner at Cellspace, a
radical marketing communications agency. Bob works or worked for clients
like Nivea, Kimberly Clark, Courvoisier, Balantine’s, Mazda, Toyota,
Lexus, Lotus, Robeco, Rodamco, Cisco, LogicaCMG, Microsoft, KPN, Sonera,
Mindport, Irdeto, Compuserve, Sony, Philips, Cannon Films, Cannon
Movie Theaters, UIP, Universal, Sony Music & Entertainment, VNU, Sanoma,
RTL, several governemental bodies, and many NGO's.
He’s a co-founder and board member of DDMA, the Dutch DMA. He recently
launched Cellspace, his third marcom agency adventure. As an international
account co-ordinator he is presently responsible for the roll-out
of the successful social software provider Open Business Club (OpenBC.com)
in 6 countries, taking the role of country manager for OpenBC in The
Buddy R. Kluin
Co-founder and lead strategist, Y-now
As of summer 2003 Buddy started Y-now, the network agency for rephrasing
and implementing corporate, commercial and connected strategy.
The business of Y-now value networks is making our clients more valuable.
Y-now is founded on the principle that our clients should get delivered
results - not just reports. We advice and guide senior management
in the development of their business strategy.
Given the complex environment in which most companies find themselves
today, it is essential not only to formulate a good strategy, but
first and foremost to implement it.
To really make this work, it is important to implement change with
the right speed. Going to fast, the organization will not be able
to follow and adopt the changes. Moving too slowly, the momentum is
lost and targets will not be achieved. We measure our success by our
For more than four years now, Buddy focuses on the opportunities related
to the mobile & wireless medium. He helps his clients to master the
complexities of using new technologies as a key enabler for competitive
advantage in emerging ecosystems. The clients are able to make the
best possible strategic decisions about their future needs and understand
how to maximize the value of current IT operations. While implementing
mobile & wireless technology he helps his clients to capture real
and measurable advantage.
Previous employment includes Capgemini, where he worked as a principal
management consultant and Cambridge Technology Partners, where he
has been responsible for the set up and expansion of the Digital Business
Strategy Group in Europe acting as director. He and his DBS Group
helped many companies using the Internet possibilities. At that time
working in Boston (MA) he also gave lectures at Harvard Business School
Buddy brings more than 20 years of thorough industry experience. His
experience stresses a unique combination of marketing & sales, management
consulting, program- and change management covering several industries
such as financial services, public service, telecommunications, the
process industry, energy & utilities. Many assignments have addressed
the overlap of Business- and Technology Strategy and Organisational
He has been particularly skilled at working with senior and executive
management on complex business problems, and in facilitating complex
organisational issues towards strategic decisions and directions.
His extensive experience in managing complex projects, translates
into a strong ability to assess and address organisational, human
resource and management issues.
He is a visiting lecturer at the University of Amsterdam, and as of
the spring of this year Buddy will join the Asian Centre for Consulting
Excellence in Singapore, acting as Executive Vice President Consulting.
Buddy holds a MSc. in Psychophysiology from the Catholic University
Sjirk van der Goot
Executive Consultant and Founder, Perceive commercial management services
Sjirk van der Goot is Executive Consultant and Founder of Perceive
commercial management services, the professional services agency that
empowers its customers to be more successful with their customers,
employees, business partners and shareholders by supporting:
1. the renewal and improvement of their commercial management strategy,
process & behavior and
2. a professional introduction of their new brands, products and services
in the market.
Perceive commercial management services provides research, advice,
coaching, training, business development and interim management in
the areas of branding, marketing, sales and communications.
Sjirk has 20 years professional experience in a variety of commercial,
management and consulting roles at major multinational companies like
Hewlett Packard, Time Warner, Cap Gemini Ernst & Young and Cogent
He graduated in Communication and Law from the Radboud University
in Nijmegen, The Netherlands.
Next to his work for Perceive Sjirk is also a popular party DJ and
resident lecturer at the HAN University in Arnhem and Nijmegen.
You can pay tickets by invoice, online with your credit card or at the
registration desk between 18:30-19:30 the evening of the event.
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of Amsterdam Season Pass 2004/2005
for 1 person for the 7 Club of Amsterdam Season Events
of Amsterdam Professional Membership
for Profesional Members: Discounts on events, conferences,
fee valid till June 30, 2005.
PricewaterhouseCoopers is a supporter of the Club of Amsterdam.
is the world's largest professional services organisation. Drawing
on the knowledge and skills of more than 150,000 people in 150 countries,
we help our clients solve complex business problems and measurably
enhance their ability to build value, manage risk and improve performance
in an Internet-enabled world.
Prins Bernhardplein 200
1097 JB Amsterdam
Telephone: 020-568 6666
Public Transport to Amstel Station
- From Station Amsterdam Central: Sneltram or metro 51, 53 of
- From Station Zuid/WTC (World Trade Center): Sneltram 51 (direction
- From Station Duivendrecht: Metro 54 (direction Central Station)
· Tram 12 · Bus 15, 37, 67, 69, 136, 157 and 169
From Amstel Station take the front exit direction Prins Bernhardplein.
You can park your car at PricewaterhouseCoopers.
Follow the A2 in the direction of Amsterdam-Centrum. At traffic lights
over the bridge over the Amstel turn right. Go straight on until the
second set of traffic lights. Then turn right across the bridge in
the direction of Diemen / Amersfoort. Turn right after going under
the railway bridge and go passed the Amstel Station. Then turn left
and first left again to park in the visitors parking lot or turn second
left for car park (entrance at the back of the building).
From Rotterdam / The Hague / Zaandam
Follow Ring A10 and take exit S112 Duivendrecht / Diemen-Zuid / Amsterdam
Zuid-Oost. Turn left at traffic lights in the direction of Centrum.
Keep left at traffic lights on the roundabout and take the third exit,
direction Amstel Station. Turn left and first left again to park in
the visi-tors parking lot or turn second left for car park (entrance
at the back of the building).
Follow the A1 in the direction of Amsterdam. On the Ring Amsterdam
Zuid (A10) follow in the direction of Centrum / Den Haag (afrit 101
t/m 113). Take exit S112 Duivendrecht / Diemen- Zuid. For further
instructions refer to above, 'from Rotterdam'.
Please also take a look at the:
about the future of the Service Industry.
for the Future: Trade / Service Industry