Servicology 2013 workshop
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Transcript of Servicology 2013 workshop
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Service Design & Innovation SIG workshop
Stephen K. KwanAssociate Dean (Interim)
Lucas Graduate School of BusinessSan José State UniversitySan José, CA, USA
Slides available at:http://www.slideshare.net/stephenkwan
Presented at1st International Conference on Serviceology (ICServ 2013)
October 16-18, 2013, Tokyo, Japan
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Abstract
Service design is an emerging research area in SSMED. Some leading universities started service design course combining design-thinking, engineering, management approaches, etc. This workshop provides a real workshop on service design. By joining this workshop, new faculty and Ph.D students understand what is a service system, what needs to be considered, and various methods to design a service system, and discuss teaching methods of service design and the future research areas.
Target: New faculty and Ph.D students, faculties who are teaching service science and service design
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Sharing Contents & Methods:MBA Elective - Service Innovation
http://www.cob.sjsu.edu/kwan_s/297d/245s13.htm
The course is designed to introduce students to service systems (customer, service provider, service experience) in a variety of enterprise and service industry settings. The economics of service systems in the context of innovation, the firm, industry & sector, US and world economy will be discussed. Students will learn about service innovation and the design, management, operations, information technology, performance measurement, marketing, service network, and quality assurance of service systems. They will also be exposed to design methods for innovative service systems.
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ServiceExperience
ServiceProvider
Customer
A Service System and Its Entities
1Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Presented at the International Conference on Service Science, Beijing, China, April 17-18.
Service System Worldview1
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ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Service System
Employees &Stockholders
Service System Worldview
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ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Service System
Employees &Stockholders
Value
Value
Governance
Value
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Value
Value Co-Creation Through Value Propositions
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ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Employees &Stockholders
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MarketSegmentation
ServiceConceptRealized
CustomerFlow &ServiceDelivery
OperatingStrategy
FacilityLocation& Design
Capacity& Manpower
Planning,Training
CompetitiveStrategy
SocialNetworking
Service ManagementFitzsimmons & Fitzsimmons
Service System Operational Worldview
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Service System Design (1)
8Kwan 2013
CustomerServiceSystemDesign Service
SystemEngineering
From:
To:
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Service System Design (2)
9Kwan 2013
CustomerServiceSystemDesign Service
SystemEngineering
SystemThinking
DesignThinking
BusinessThinking
A Multi-disciplinary Approach
Knowledge Management –maintaining integrity of information and
knowledge throughout the lifecycle
ServiceThinking
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10Kwan 2013
What is Design (1)
A conscious effort to create something that is artistic, purposeful, and better.
Not casual, you have to work at it
Creativity is needed here
ObjectProductService
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11Kwan 2013
What is Design (2)
A conscious effort to create something that is artistic, purposeful, and better.
Pure Art
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12Kwan 2013
What is Design (3)
A conscious effort to create something that is artistic, purposeful, and better.
Utilitarian,Commodity
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What is Design (4)
A conscious effort to create something that is artistic, purposeful, and better.
Form Function
Not easilymeasurable
Can apply metricsand measurements
Connection toengineering
Desirable State
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Design and Innovation
A conscious effort to create something that is artistic, purposeful, and better.
New
^
Design
CREATINGSOMETHING
NEW
혁신創新
创新革新
Innovation UniqueDesirable
Valuable…
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Service System Design aspart of the Service System Life Cycle
Design is an important component inthe study of Service Systems
e.g., SSMED – D is for Design
Conception
Design
EngineeringDevelopment
Operation
Discovery
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Kwan 2013 16
Incorporating Multiple Perspectives in Modeling
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Conception
Design
EngineeringDevelopment
Operation
Discovery
External or Internal Forces create impetus for Change
CompetitionStrategy
CustomersRegulations
ObsolescenceTechnologyInnovation
Servitization ..
J. Bradford Jensen
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Incorporating Multiple Perspectives in Modeling
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Conception
Design
EngineeringDevelopment
Operation
Discovery
Service Thinkingfor example:
ServitizationPlatformtization
Open Service Innovation
(S-D) Logic -Service Dominant Logic
Vargo & Lusch
and many more!
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Foundational Premises of Service Dominant Logic
MicroeconomicConsiderations
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Incorporating Multiple Perspectives in Modeling
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Conception
Design
EngineeringDevelopment
Operation
Discovery
System Thinkingfor example:
C. West Churchman Russell L. Ackoff
and many more!
Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Presented at the International Conference on Service Science, Beijing, China, April 17-18.
Herbert Simon’s
The Sciencesof the Artificial
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Incorporating Multiple Perspectives in Modeling
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Conception
Design
EngineeringDevelopment
Operation
Discovery
Design Thinking
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Design Thinking – some resources
Technology(Feasibility)
Business(Viability)
People(Desirability)
ProcessInnovationFunctional
Innovation
EmotionalInnovation
ExperienceInnovation
DesignThinking
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Design Thinking – some resources
Stickhorn & Schneider
Peter G. Rowe
Thomas Lockwood
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Incorporating Multiple Perspectives in Modeling
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Conception
Design
EngineeringDevelopment
Operation
Discovery
Business Thinking
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Business Thinking – some resources
Osterwalder & Pigneur
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From Design to Engineering
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Conception
Design
EngineeringDevelopment
Operation
Discovery
Engineering Discipline
& MethodologyService Design Engineer?
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InformationTechnology
Platform
Service Provider’s Back Stage Support
BackStage
Processes
FrontStage
ProcessesFront Stage
Service Computing(e.g., SOA)
Some aspects of Service System Engineering
1 Kwan, S. K. & Hefley, B., “Service Systems”, 2008.
ITSM – Management of the Processesand Infrastructure of IT Services
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Incorporating Multiple Perspectives in Modeling
Conception
Design
EngineeringDevelopment
Operation
Discovery
DevelopmentDiscipline
& Methodology
and RAD, Agile, Extreme Programming, etc.
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Incorporating Multiple Perspectives in Modeling
Conception
Design
EngineeringDevelopment
Operation
Discovery
OperationsManagement
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Using the Framework withthe Foresight Method applied to Services
© Cockayne and Carletonhttp://foresight.stanford.edu/playbook
New
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30Kwan 2013
Using the Framework with the Foresight Method applied to Services
© Cockayne and Carleton
Service SystemThinking
Business Models &Value Propositions
DivergentThinking
Convergent
Thinking
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31Kwan 2013 31Kwan & Müller-Gorchs 2011
Foresight and Innovation Method
BPMN
UML – Use Cases
Story Boards
UI Prototyping
Service Blueprint
MANGA
WorkSystem
© Cockayne and Carleton
ProcessChain
NetworkDiagram
Looking for the right tools to
connect to the next stage
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32Kwan 2013
Using the Foresight Method
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Sample Project from SJSU MBA Students
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Teaching the method for “Exporting Services Made in Germany ”