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Tsing-hua University Workshop 12/07/12 File 1 of 2

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  • 1. Framework and Methodfor Service Innovation Workshop 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 National Tsing-hua University December 7th, 2012, Taiwan Download these slides at: http://www.slideshare.net/StephenKwan Kwan 2012 1
  • 2. Do you know the way to San José? Kwan 2012 2
  • 3. Silicon Valley &Its Environs Kwan 2012 3
  • 4. Kwan 2012 4
  • 5. Kwan 2012 5
  • 6. Service Innovation WorkshopThis hands-on workshop is designed to provide participants aFramework of Service Systems and a method to develop ideasfor Service Innovation. The Framework incorporates serviceprovider, customer, service experience and their relationshipwith various stakeholders in the economic environment ofService Systems. A fundamental tenet of the Framework is theimportance of value co-creation by means of a variety of valuepropositions among the stakeholders from simple ServiceSystems to complex Service Value Networks. Participants willwork in teams using the Framework with a set of tools on anexercise to develop Perspectives, identify Opportunities, andformulate Solutions in creating an Innovative Service System. Kwan 2012 6
  • 7. Team Exercise using the Foresight& Innovation Tools from Products made in “-------” Services made in “-------” Export of Services Kwan 2012 7
  • 8. Different Types of Trade in ServicesModes of TradeSome ExamplesCross Border Trade Software, Insurance, telediagnosis from country B into AConsumption Abroad A’s residents obtain education or hospital treatment in BCommercial Presence Bank, telecommunications firm, hospital from B set up subsidiary in A.Movement of Natural Persons Engineers, doctors from B provide services in A Adapted from WTO definitions Kwan 2012 8
  • 9. New leadership in China Trade growth for Taiwan? Increase in Tourism? Increase in Tourism? Open Real Estate Market? Taiwan’s export of consumer electronics depends on US and EU Trade and Investment with China is limited So, what is next?Kwan 2012 9
  • 10. Our Neighbor at TechMart in Santa Clara & Services ?? Kwan 2012 10