Experience Hub   New Service Design                        SOM - 29.11.12
Outline Goal and Competitive Landscape Service Offering Funding Mechanism Employee Management System Customer Managem...
Experience Hub Create a community  between seniors, which  offers to help, events, fun,  communication, getting  together...
Service Offering                           Telephone           Transportati                                            Int...
Physical meeting space Rented office and meeting place in Frankfurt Oder  Centrum
Contact Physical Meeting Point Internet Community (if possible) Telephone Post Personal visits at home
Competitors Community                  Nursing Homes           OthersColleges (VHS)• Courses         • Fulltime care     •...
Attribute Map6543210    Experience Hub   Community College   Nursing Home
Strategy I We want to create more a  community, a place to  meet, chat, engage and  exchange experiences, help  with prob...
Strategy II Delivery Process: Professional Service   High labor intensity   High interaction, high customization Strat...
Funding Mechanism     Registered      association, club, society     Free membership, donations on a      voluntary basi...
Charging in a palatable way Customers may have to pay less for a technician;  customers do the work for other customers ...
Employee Management             System Job consist almost of interacting with people and  organizing interactions or conn...
Selection Hire students or persons who are interested in social  care   Helpful   Intelligent   Initiative   Communic...
Job Design & Training Contract handling: employees have to follow the  traditional approach setting goals: they have to a...
Performance Measurement employees and costumers as service provider Feedback from customer Performance measured by the ...
Customer Management                System Target Customer Segment:   Focus on seniors in retirement who need help (every...
Relationships Relationship with customers is both formal with a  membership program but also informal for one time  help,...
Satisfaction Giving attention to personal interaction Addresses specific needs of senior interaction Good convenience a...
Likelihood of Success Biggest obstacle: reaching elderly people in the first  place More costumers  more opportunities ...
 What are your grandparents  doing after they retired? What would you suggest can  be added to the service  portfolio? ...
Resources   Pictures. Retrieved Nov 28, 2012 from:   http://www.mcdonalds-kinderhilfe.org/was-wir-machen/ronald-mcdonald...
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New Service Design Excercise - Experience Hub

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New Service Design Excercise for the course Service Operations Management at the Viadrina University, winter term 2012/2013.

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New Service Design Excercise - Experience Hub

  1. 1. Experience Hub New Service Design SOM - 29.11.12
  2. 2. Outline Goal and Competitive Landscape Service Offering Funding Mechanism Employee Management System Customer Management System Evaluation
  3. 3. Experience Hub Create a community between seniors, which offers to help, events, fun, communication, getting together Goal: being engaged in your neighborhood after retiring instead of being separated
  4. 4. Service Offering Telephone Transportati Internet onActivity and Community fun colleges Meeting Specialrequests Point Post Senior Open doors placement (mini jobs) Networking Community in real life events (virtual life)
  5. 5. Physical meeting space Rented office and meeting place in Frankfurt Oder Centrum
  6. 6. Contact Physical Meeting Point Internet Community (if possible) Telephone Post Personal visits at home
  7. 7. Competitors Community Nursing Homes OthersColleges (VHS)• Courses • Fulltime care • Elder care, designed for • Standard personal seniors processes service,• Standardized and caretaker processes schedules • Promotional • Cost trips intensive, less • Self personal organized meetings
  8. 8. Attribute Map6543210 Experience Hub Community College Nursing Home
  9. 9. Strategy I We want to create more a community, a place to meet, chat, engage and exchange experiences, help with problems and offer events and activities. It is a high service experience with more customized processes depending on individual needs – Starting in Frankfurt Oder
  10. 10. Strategy II Delivery Process: Professional Service  High labor intensity  High interaction, high customization Strategic Insights:  Tangible action directed to the customers: passenger transportation, meeting point  Tangible action directed at the customer’s possession: repair, maintenance  Intangible actions directed at the customer’s intellect: education, events, learning
  11. 11. Funding Mechanism  Registered association, club, society  Free membership, donations on a voluntary basis  Service from seniors to seniors, paying for rent and student employees  Senior assignment: fee per “transaction”/job or offering  Support from city government and state
  12. 12. Charging in a palatable way Customers may have to pay less for a technician; customers do the work for other customers Good Atmosphere (coffee and cake), good time with various activities More customers  more services Customers do what they like to do Blackboard Friendly Employees
  13. 13. Employee Management System Job consist almost of interacting with people and organizing interactions or connect people together. Job do not need high skilled personal but right attitudes towards acting with elderly people. Opening hours  Mo - Fr: 9am – 6pm  Sa: 10am – 4pm  Total: 51h  2 full-time + 2 part-time employees on demand
  14. 14. Selection Hire students or persons who are interested in social care  Helpful  Intelligent  Initiative  Communicative  Emphasizing  Good manners
  15. 15. Job Design & Training Contract handling: employees have to follow the traditional approach setting goals: they have to act within the box and have to contact employer when problems occur Interacting with customers and trying to find offering: employees are free within their interaction by following bottom line
  16. 16. Performance Measurement employees and costumers as service provider Feedback from customer Performance measured by the amount of revenue produced, events and transfers organized, Bonus Points for completed tasks and activities or organizing an event (bees)
  17. 17. Customer Management System Target Customer Segment:  Focus on seniors in retirement who need help (everyday problems) and can offer support and searching for interactive engagement  seniors who offer support  seniors who need support  all customers should become part of the same community Expected customer behavior:  Integration  Self-formation  Mediation  Build community spirit
  18. 18. Relationships Relationship with customers is both formal with a membership program but also informal for one time help, referrals etc. Building a database with significant information about customers (e.g. age, needs, offers, skills, interests) to build strong relationships Switching costs are high because of community spirit and well established relationships
  19. 19. Satisfaction Giving attention to personal interaction Addresses specific needs of senior interaction Good convenience and good price compared to competitors Social benefits, being known by name, friendship with service provider and enjoyment of certain social aspect of the relationship Personal relationships, communication, trust, intimacy
  20. 20. Likelihood of Success Biggest obstacle: reaching elderly people in the first place More costumers  more opportunities for activities and social events, support Estimating a likelihood of 60%
  21. 21.  What are your grandparents doing after they retired? What would you suggest can be added to the service portfolio? What services should NOT be included? How would you evaluate our likelihood of success?
  22. 22. Resources Pictures. Retrieved Nov 28, 2012 from: http://www.mcdonalds-kinderhilfe.org/was-wir-machen/ronald-mcdonald-haeuser/cottbus/aktuelles/archiv-rmh- cottbus/awo-seniorenclub-zu-besuch-im-ronald-mcdonald-haus/ http://assistedlivingtoday.com/s/california/assisted-living http://rescuealertofca.com/choosing-a-retirement-community-for-active-seniors-secrets-to-making-the-right-choice http://info.daystarseattle.com/senior-living-blog/bid/53283/Retirement-Community-Living-10-Tips-for-Building- Relationships http://www.michellehenry.fr/retire.htm http://www.watermarkcommunities.com/BronsonPlace/livingchoices/BronsonPlaceCCRC.asp http://www.elbi.de/Lehrerstempel/Holzstempel/Elbi-Motivstempel-Kinder-Holzstempel-toll-angestrengt.html http://chemistry.about.com/od/safetysignsandsymbols/ig/Safety-Signs/Emergency-Meeting-Point-Sign.htm http://databyte.com.mt/news/new-telephone-number/ http://www.gws-s.info/post.html http://www.pc-magazin.de/news/ipv6-standard-entschluesselt-warum-das-internet-protokoll-so-wichtig-ist-209375.html http://www.sutton.gov.uk/index.aspx?articleid=2133
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