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Framework and Method
for 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
Do you know the way to San José?




              Kwan 2012            2
Silicon Valley &Its Environs




            Kwan 2012          3
Kwan 2012   4
Kwan 2012   5
Service Innovation Workshop

This hands-on workshop is designed to provide participants a
Framework of Service Systems and a method to develop ideas
for Service Innovation. The Framework incorporates service
provider, customer, service experience and their relationship
with various stakeholders in the economic environment of
Service Systems. A fundamental tenet of the Framework is the
importance of value co-creation by means of a variety of value
propositions among the stakeholders from simple Service
Systems to complex Service Value Networks. Participants will
work in teams using the Framework with a set of tools on an
exercise to develop Perspectives, identify Opportunities, and
formulate Solutions in creating an Innovative Service System.

                           Kwan 2012                             6
Team Exercise using the Foresight& Innovation Tools


                      from
      Products made in “-------”


     Services made in “-------”


          Export of Services
                       Kwan 2012                      7
Different Types of Trade in Services


Modes of TradeSome Examples

Cross Border Trade              Software, Insurance, telediagnosis
                                from country B into A

Consumption Abroad              A’s residents obtain education or
                                hospital treatment in B

Commercial 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
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
Our Neighbor at TechMart in Santa Clara




                                 & Services
                                     ??




                 Kwan 2012                10

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

  • 1. Framework and Method for 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
  • 6. Service Innovation Workshop This hands-on workshop is designed to provide participants a Framework of Service Systems and a method to develop ideas for Service Innovation. The Framework incorporates service provider, customer, service experience and their relationship with various stakeholders in the economic environment of Service Systems. A fundamental tenet of the Framework is the importance of value co-creation by means of a variety of value propositions among the stakeholders from simple Service Systems to complex Service Value Networks. Participants will work in teams using the Framework with a set of tools on an exercise to develop Perspectives, identify Opportunities, and formulate 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 Services Modes of TradeSome Examples Cross Border Trade Software, Insurance, telediagnosis from country B into A Consumption Abroad A’s residents obtain education or hospital treatment in B Commercial 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