Your SlideShare is downloading. ×
0
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
IJCSS 2012 Work Shop - An MBA Course on Service Innovation
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

IJCSS 2012 Work Shop - An MBA Course on Service Innovation

399

Published on

Published in: Business, Education
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
399
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
17
Comments
0
Likes
2
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. An MBA course on Service Innovation Dr. Stephen K. Kwan Professor, Service Science Management Information Systems College of Business Administration San José State University, CA, USA http://www.sjsu.edu/ssme Contact: stephen.kwan@sjsu.edu Presented at the Workshop of the International Joint Conference of Service Sciences Fudan University, Shanghai, China May 24-26, 2012Download these slides at: http://www.slideshare.net/StephenKwan
  • 2. SJSU SSME PROGRAM TARGETS ✔ MTMUndergraduate & Graduate Target Grad Degrees MBA ✔ Degree Programs Computer ✔ Marketing Science Business MIS Degree Degrees SCM Target Undergrad Health Concentrations Care Management Engineering Degree Degrees SSME Target Grad Degree ✔ ✔ Inter-Disciplinary MSISE: Service Systems Hospitality Degree Engineering Management Requires “Strategies for Service Innovation” A Business Course 2 2
  • 3. SSME CORE COURSES Service Strategy Service Service ProjectsEngineering& Quality inManagement SSME Service Innovation 3
  • 4. ✔http://www.engr.sjsu.edu/ise/msise/msise-service.pdf 4
  • 5. Some Essential Elements of Service Systems Modeling & Design Discovery Conception Operation Design • Service Thinking • Systems Thinking • Design Thinking Development Engineering • Business Thinking • Engineering Discipline • Development Discipline • Operations ManagementSharing the Canvas
  • 6. Kwan 2012 6
  • 7. The Topics Covered in the Course TextBooks Service Management, Operattions, Strategy, Information Technology Henry Chesbrough Fitzsimmons & Fitzsimmons Open Services Innovation Kwan 2012 7
  • 8. Service System Life CycleEffective Information and Knowledge Management in the Life Cycle stages of a Service System. Discovery Conception Operation Design Development Engineering 8 Kwan 2012 8
  • 9. Incorporating Multiple Perspectives in Modeling CompetitionExternal or Internal Forces Strategycreate impetus for Change Customers Regulations Discovery Conception Obsolescence Technology Operation Design Innovation ……. Development Engineering J. Bradford Jensen 9 Kwan 2012 9
  • 10. Incorporating Multiple Perspectives in Modeling for example: Service Thinking Servitization PlatformitizationDiscovery Conception Open Service Innovation Operation Design Development Engineering (S-D) Logic - Service Dominant Logic Vargo & Lusch 10 and many more! Kwan 2012 10
  • 11. Incorporating Multiple Perspectives in Modeling for example: Systems Thinking Discovery Conception Operation Design C. West Churchman Russell L. Ackoff Development Engineering and many more!Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Marcel D. DekkerPresented at the International Conference on Service Science, Beijing, China, April 17-18. “Systems Thinking about the Society” 11 Kwan 2012 11
  • 12. Incorporating Multiple Perspectives in Modeling Design ThinkingDiscovery Conception “A human-centered innovation Design process that emphasizes Operation observation, collaboration, fast learning, visualization of ideas, Development Engineering rapid prototyping, and concurrent business analysis, which ultimately influences innovation and business strategy.” * * Lockwood, T. (editor) Design Thinking – Integrating Innovation, Customer Experience and Brand Value, Allworth Press, 2010. 12 Kwan 2012 12
  • 13. Design Thinking – some resources © Cockayne and Carleton Kwan 2012 13
  • 14. Incorporating Multiple Perspectives in ModelingDiscovery Conception Operation Design Business Thinking Development Engineering 14 Kwan 2012 14
  • 15. Service System Worldview1 Service Customer Provider Service Experience A Service System and Its Entities1Kwan, 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. Kwan 2011 15
  • 16. Service System Worldview Employees & Stockholders Community Service Customer Provider Service Partners Experience Service System CompetitionSociety Kwan 2011 16
  • 17. Service System Worldview Service Management Fitzsimmons & Fitzsimmons Employees & Capacity Stockholders & Manpower Planning, Community Training Service Customer Facility Location Provider & Design Service Partners Experience SocialNetworking Competition Competitive Market Customer Service StrategySociety Segmentation Flow & Concept Operating Service Realized Strategy Delivery Kwan 2011 17
  • 18. Value Co-Creation Through Value Propositions Employees & Value Stockholders Community Value Service Value Customer Provider Value Service Partners Experience Service System Competition Society Kwan 2011 18
  • 19. Constructing a Value Proposition The Customerhave a lot of VP’s to choose from Service Level Agreement?Kwan, S.K., Muller-Gorchs, M. (2011). "Constructing Effective Value Propositions for Stakeholders in Service System Networks," Proceedings >Proceedings of SIGSVC Workshop . Sprouts: Working Papers on Information Systems, 11(160). http://sprouts.aisnet.org/11-160 Kwan 2012 19
  • 20. Customer Driven Service Value Network Value Proposition Focal Service Customer Relationship Provider Value Value PropositionProposition Provider Service Partner Customer’s Experience Social Network Network Kwan 2012 20
  • 21. Service System Framework& Service System Networks Foresight and Innovation Method Value Propositions & Service Patterns © Cockayne and Carleton Kwan & Müller-Gorchs 2011 &Müller-Gorchs 21
  • 22. Service System Framework& Service System Networks Foresight and Innovation Method © Cockayne and Carleton Process Chain Network Diagram UI Prototyping UML – Use Value Propositions Cases & Service Patterns BPMN Work System MANGA Story Service Blueprint Boards Kwan & Müller-Gorchs 2011 &Müller-Gorchs 22
  • 23. Using the Foresight Method Kwan 2011 23
  • 24. Sample Project from SJSU MBA Students Kwan 2011 24
  • 25. Service Summer 2010Karlsruhe, Germany Kwan 25 2011
  • 26. T-shaped People (1) Industry says: “We need to hire more T-shaped people!” Across industries Complex Communications Across Fields Across cultures Across functions Across disciplines = More experienced Develop More adaptive New More collaborative Knowledge Broaden In-depth With With knowledge ResearchBased on slides by Global Jean Paul Jacob of IBM of a specific Educational discipline program Academia says: “We need to hire more T–shaped faculty!” Kwan 2011 26
  • 27. T-shaped People (2)Paul Harris, “Help Wanted: „T-Shaped‟ Skills to meet 21st Century Needs”, T&D, September 2009 Kwan 2012 27
  • 28. We need T-shaped People Who can work together as a TeamUsing Design Thinking as the basis of Project-based Team Building 28 Kwan 2011 28
  • 29. Trending – Design Thinking for Business Some Business Schools teaching Design Thinking: Toronto Northwestern Maastricht Berkeley Virginia ………. Kwan 2012 29
  • 30. Design Thinking for Managers Kwan 2012 30
  • 31. T-shaped People (3)Download these slides at: http://www.slideshare.net/StephenKwan Kwan 2012 31

×