Valentijn de Leeuw: We expect that the growth in supplier-provided automation services will be significantly higher than the average sales of automation product solutions and services. ARC predicts that services will grow by around eight percent over the next five years – compared to six percent in other products and solutions within the automation-related business. These figures include value-added services, for which we see significant potential.

In January, Siemens started a project called "Growth in Vertical Markets and Services." What have you done so far?

Dirk Hoke: The project led to setting up our Customer Services Division which went into operation on October 1. That included the challenging part of involving and gaining buying-in from our people, some of whom are joining us from other service units, such as from our Divisions Industry Automation (IA) and Drive Technologies (DT). Within the project, we have put a strong focus on communication and telling people about the advantages and benefits this has for them as well.

Valentijn de Leeuw: It's vital to consider the people aspects. Doing this the right way can lead to a successful quickstart. I strongly encourage you to continue this approach.

"Automation suppliers can provide users with the resources needed for new projects, to optimize assets, and for operations management."

If these assets are becoming increasingly important – why shouldn't multinationals be able or willing to build up their own resources?

Dirk Hoke: You can't innovate and be a leader in all domains. We all do best if we stick to our core competencies. Our customers' core competencies are in production, ours are in industrial automation. This means that Siemens has the resources to invest in Research and Development and be ahead of the crowd. We also have the skills and resources our customers need.

The whole discussion is available in the printed magazine.