University of Erlangen-NurembergInformation Systems IInnovation & Value CreationProf. Dr. Kathrin M. Moeslein

Service Innovation

JOSEPHS – The Service Manufactory, 8th of July 2016

Increasing service efficiency/effectiveness for corporate client at JOSEPHSGroup 2

Dmitrij PetrovDenis Feldmann

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Agenda

1. The Service Manufactory2. Definition of Service Productivity3. Six Sigma & suggested ideas4. Conclusion

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Lecture 8, slide 50

JOSEPHS – The Service Manufactory

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Definition of Service Productivity

Grönroos and Ojasalo (2004), Biege et al. (2013), Graphic adapted from Iannone & Nenni (2013)

• Productivity = efficiency + effectiveness• In services, we need to look on both JOSEPHS and co-creators

ProductivityActual input

Reference input

Actual output

Reference output

Efficiency Effectiveness

ReferenceProductivity

Input OutputTransformation

process

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Six Sigma - DMAIC methodology Define Measure Analyse ControlImprove

Problem:Low

engagement

Only 500 co-creatorsengage for > 20 min

Why donot more

peopleengage

intensively?

Motivateco-creators

Monitoring

D M A I C

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Suggested ideas to improve effectiveness

• Increase exactitude of questionsLowers bias and variation of answers• Possibility to suggest co-creator’s preference (company, technology, product/service) Top voted companies will be asked to exhibit

Improving JOSEPHS’ questionnaires Gamification based incentive system

Image source: virtuallawpractice.org

• Rewarding the best co-creators after 3 monthsMotivates to provide qualitative feedback• Rewards are sponsored by companies• Co-creators can check their score on

leaderboards Co-creators compete against each other

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Conclusion• Focused ourselves to increase JOSEPHS’ effectiveness

• Used 6σ to improve questionnaire and introduce an incentive system

Xbox Live

Image source: gameondaily.com, josek.net