The second day of the SSME workshop has been started by a presentation of Marja.
THere are three approches to attack:
1. understand service innovation and its process
user concept is studied in manufacturing context, rather than service context!
NSD in service marketing focuses on the relationship between the provider and the customer.
Typically service providers know only a small part of customer's service system.
2. understand user-experience
To gain the insight on user experience, narrative methodology, getting user's story, service design tools (ex. socio-drama), are useful. These are good for awareness raising and co-development of services by both.
3. co-development with users
co-development from the front-end to after-innovation continues.
Steve commented about the word, co-development, which is developing the value proposition of company with customer, that is different from value co-creation, creating value in use in a customer's service system. Also he adds 80 % of service innovation is done by customer site, not a company. This point I need to argue later.
Lou's presentation is about service quality for co-production. Introducing statical process control methods, (upper specification limit, lsl),
Gary's presentation is about service interactions. Relationship context could be studied with trust, empathy, altruism, autonomy, and power as an agent attribute. Those are different patterns in partner, competitor, predator/prey relationship. Issues are what different service is, transaction or relationships, exploitation, responsibility, value for whom, what level....
THere are three approches to attack:
1. understand service innovation and its process
user concept is studied in manufacturing context, rather than service context!
NSD in service marketing focuses on the relationship between the provider and the customer.
Typically service providers know only a small part of customer's service system.
2. understand user-experience
To gain the insight on user experience, narrative methodology, getting user's story, service design tools (ex. socio-drama), are useful. These are good for awareness raising and co-development of services by both.
3. co-development with users
co-development from the front-end to after-innovation continues.
Steve commented about the word, co-development, which is developing the value proposition of company with customer, that is different from value co-creation, creating value in use in a customer's service system. Also he adds 80 % of service innovation is done by customer site, not a company. This point I need to argue later.
Lou's presentation is about service quality for co-production. Introducing statical process control methods, (upper specification limit, lsl),
Gary's presentation is about service interactions. Relationship context could be studied with trust, empathy, altruism, autonomy, and power as an agent attribute. Those are different patterns in partner, competitor, predator/prey relationship. Issues are what different service is, transaction or relationships, exploitation, responsibility, value for whom, what level....
Kazushi presents service design focusing on cloud environment. For the automation/ navigation, customer based customization is limited or customers are educated to know the navigation.
Two sided platform presented by Prof. Kijima gets a comment from David that two is not enough. Colin'd point is that the role of participants would be changed dynamically. Facilitator could be a part of the picture.
My presentation is about value co-creation of service research model.
At the break time,
Recap by breakout session:
David's team
system parts whole
mechanical no p no purpose
organ no p p
social p p
ecology p no p
system has function (part-whole), structure (place, part-part), process (time, part-part)
evaluation done by output, outcome, impact (subjective value)