Service Innovation
An Innovation Ignition workshop
by
Crafitti Consulting
And
Elephantversity Institute of Innovation
April 9, 2009 – 09.00 to 17.00 hrs
Seasons—An Apartment Hotel,
Council 1, 128/2, Sanewadi, Aundh,
Pune—411007
Tel: (020)40009999

Why service innovation?
• “A crisis is just an opportunity to change the status quo”.
• “In times of plenty, customers look for new products; in times
of need, customers need the right services”
Better or new services are not the resultant of
random ideas –
they need to be DESIGNED!
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Elephantversity Institute of Innovation

Elements of Service Innovation
• Basics of Service Design
• The Lean Inventive Systems Thinking
Elements of Approach
Elephantversity’s experiential design concepts and • Gaining insights
Crafitti’s Lean Inventive Systems Thinking approach – Focusing on Experience
– Touch-point Analysis
have been blended to provide a powerful
– User Analysis and Multiple Intelligences
framework for service innovation – Value Stream Analysis – waste reduction and
value maximization
• The Systems View
– Space-time holistic landscape
– Relationships, dependencies and
contradictions
– Function and Value
• Scenario Building
• Ideality Thinking and Trends of Evolution –
triggers to generate powerful ideas
• Set-based convergence – the ability to bring
maximum ideas to life, faster
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Elephantversity Institute of Innovation

Who should attend?
• Product and service portfolio owners
• Brand Managers
• Designers
• Service architects
• Business process owners
• Business Analysts
• Project managers
• Customer relationship and engagement managers
All participants will get a certificate of participation from Elephantversity Institute
of Innovation And Crafitti Consulting Private Limited.
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Elephantversity Institute of Innovation

Key Take-aways
The workshop will lead the participants through a live service innovation
activity. At the end of this workshop participants will be able to:
• Gain business advantage through service innovation
• Respond to customer need and demand
• Improve service delivery approaches
• Rethink their services portfolio
• Make their current services portfolio more efficient and unlock hidden capacity
• Design new services to exploit market opportunities
• Reach out to customers with greater value offerings
• Clearly differentiate with respect to competition
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Elephantversity Institute of Innovation

Registration Fee: Rs. 5000
(Rs. 4, 000 early bird price for registrations until March 31, 2009)
Includes instructional fees and materials. Discounts are available to companies that send three or more
employees.
To register for the workshop, please send an email to info@crafitti.com or info@elephantversity.com with:
Your name:
Your organizational affiliation:
Your email id and reach number:
Contact:
Hrridaysh Deshpande
( 9921378687
hrridaysh@elephantversity.com
Karthikeyan Iyer
( 9740533255
karthikeyan.iyer@crafitti.com
www.crafitti.com
www.elephantversity.com
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Elephantversity Institute of Innovation

About Crafitti
www.crafitti.com
• Crafitti Consulting is an innovation consulting firm in the business, science
and technology space.
• Crafitti uses a co-crafting approach to facilitate innovation in various
enterprise contexts with the help of powerful frameworks, techniques and
tools, honed over the years through research, experimentation and
grassroots application.
• Crafitti is currently incubated at the NSR Centre for Entrepreneurial
learning at the Indian Institute of Management, Bangalore.
• Navneet Bhushan and Karthikeyan Iyer, the facilitators of the Innovation
Ignition workshop for Service Design are co-founders of Crafitti Consulting.
Together, they have close to 3 decades of industry experience and have
researched and facilitated innovative thinking in various global
enterprises.
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Elephantversity Institute of Innovation

About Elephantversity
www.elephantversity.com
• Elephantversity Institute of Innovation is India’s first institute of innovation. The
institute has been created in response to increasing industry need for trained
Innovation Leaders. It is an initiative of Elephant Strategy + Design, India’s largest
design consultancy.
• Elephant Design has been inspiring organizations to innovate and transform using
design process. Elephantversity is a medium of translating these experiences into
structured program. Elephantversity has been initiated with a vision of making
innovation an integral part of “Business Culture” by educating future generation of
innovators.
• Elephantversity has created tool kits for people embarking on an innovation
strategy. We believe it is important to understand the form and substance of
innovation, before one starts to manage it.
• Additional information about the program and applications can be found at
www.elephantversity.com.
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