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
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