Be the first to like this
Presented at at Tokyo Institute of Technology's Social Brain Forum, as part of the Symposium on Service Oriented Management and Growth of Human Resources. Please note: this slideshow is in Japanese.
The concept of service has been often characterized in contrast with the goods-oriented economy, where the focus is placed on the efficient production of goods that are embedded with value through a change in form during the manufacturing process. However, there has not been much debate as to how to approach issues of knowledge and skills for innovative services. In an attempt to introduce a framework for approaching such issues, we suggest that treating a service as a complex set of activities and gaining close understanding of knowledge practically managed as part of actual service activities is a fruitful way of conceptualizing the relationship between service activities, value co-creation, and knowledge management.
This presentation also introduces some of PARC's past ethnographic case studies in this framework to demonstrate both the validity of this framework, as well as the strength of ethnographic studies to study knowledge in service practices.