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#servicedesign #wtf Eine Einführung in Service Design

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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (Unlimited) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/qURD } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/qURD } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/qURD } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/qURD } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/qURD } ......................................................................................................................... Download doc Ebook here { https://soo.gd/qURD } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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#servicedesign #wtf Eine Einführung in Service Design

  1. 1. #servicedesign #wtf Eine Einführung in Service DesignThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  2. 2. 2 #Vita • Studium Mediendesign mit Schwerpunkt Service Design • Lebt in München und Oxford, UK • Seit 2004 selbständig • Geschäftsführer Whitespring Service Design • Representative des Service Design Network Germany • Chair der Service Design Network Germany Conference • Co-Host des Global Service Jam / Global Sustainability Jam München • Dozent für Service Design an der Hochschule Hof im WS12/13 • Dozent für Service Design an der HfG Schwäbisch Gmünd • EXIST StartUp Coach • Co-Organisator / Startup Coach Munich Startup AcceleratorThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  3. 3. 3BIP in Deutschlandnach Sektor, 2011Destatis, BruttoinlandsProdukt 2011 für Deutschland,Begleitmaterial zur Pressekonferenz am 11. Januar 2012in Wiesbaden 69.1%Dienstleistung 69.1%Produktion 25.6%Baugewerbe 4.4%Landwirtschaft 1%Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  4. 4. 4BIP in Deutschlandnach Sektor, 2011in Mrd €Destatis, BruttoinlandsProdukt 2011 für Deutschland,Begleitmaterial zur Pressekonferenz am 11. Januar 2012in WiesbadenDienstleistung 1775.87 1775.87Produktion 657.92Baugewerbe 113.08Landwirtschaft 25.7 2570.00Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  5. 5. #wüste
  6. 6. 6 €3215 Ausgaben für Forschung und Entwicklung im produzierenden Gewerbe und in der Dienstleistungs- Branche Service Design, Birgit Mager, Michael Gais, S.29f, UTB, 2009 €67Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  7. 7. 7 80 70 80% aller Unternehmen behaupten sie leisten 60 hervorragenden Kundenservice. 50 Nur 8% ihrer Kunden 40 stimmen dem zu. Closing the delivery gap, Bain & Company, 2005, James Allen, 30 Frederick F. Reichheld, Barney Hamilton and Rob Markey 20 10 0Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  8. 8. 8 80 70 60 50 40 92% Erfüllungs-Lücke 30 20 10 0Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  9. 9. #kaffee
  10. 10. 10 €3,50 €1,20 Service, Erlebnis Energie, Maschinen Roh-Material €0,20Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  11. 11. #starbucks
  12. 12. 12 €3,50 Potenzieller Wert des Erlebnisses über den reinen Service hinaus. €1,20 Service, Erlebnis Energie, Maschinen Roh-Material €0,20Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  13. 13. 13 Individualisierung ERLEBNISSE DIENSTLEISTUNGEN Individualisierung Kommoditisierung PRODUKTE Kommoditisierung ROHSTOFFEThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  14. 14. #walmart
  15. 15. #tengelmann
  16. 16. #tesco
  17. 17. 17Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  18. 18. 18 Service Dominant Logic Produkt = DienstleistungThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  19. 19. 19Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  20. 20. 20 #Sach-Wert Value-in-Exchange // Goods Dominant LogicThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  21. 21. 22 #Nutz-Wert Value-in-Use // Service Dominant LogicThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  22. 22. 26 Service Design Dienstleistungen von MorgenThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  23. 23. 27 5 Service Design PrinzipienThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  24. 24. 28 #NutzerZentriertThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  25. 25. 29 #CoKreativ + +Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  26. 26. 30 #PrototypischThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  27. 27. 31 #VisuellThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  28. 28. 32 #GanzheitlichThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  29. 29. 33 Service Design Prozess Lösungsfindung mit Plan und System YAY!Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  30. 30. 34 Squiggle Unsicherheit / Muster / Erkenntnisse Klarheit / Fokus Recherche Konzept Prototyp DesignThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  31. 31. 35 Double Diamond Entdecken Definieren Entwickeln UmsetzenThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  32. 32. 36 ENTDECKEN UMSETZEN ENTWICKELN REFLEKTIERENThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  33. 33. 37 #EntdeckenThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  34. 34. 38 #EntwickelnThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  35. 35. 39 #ReflektierenThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  36. 36. 40 #UmsetzenPh aware / signup select frame measure make pickup payment ys ic al ev ide Shop Window Finished Customer Monthly nc Ad / Flyer / Web Selected Frame Eye Exam Slip Prescription Visits e Payment D Subscription Sheet Glasses Store Cu sto Select Frame Take Eye Exam Sign Visit Store Fill out Form C m Pay er Based on Taste Respond to Subscription Select Flatrate V and Preferences Questions First Month’s FeeEm Contract po ye e( vis Explain Flatrate Quality Check ibl Give Consult Perform As e) Hand out and Technical Info Eye Exam Adjust to CustomerEm Re Service Pack Billing po ye e( inv isi Enter Customer Order Lenses Monthly ble Chec ) into CRM / ERP Make Glasses Direct Debit OSu pp or tp ro workshop c es ERP ERP eye exam se ERP Accounting Accounting s CRM CRM unit CRM Thomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  37. 37. 41 Service Design für KMU Das Ideale Werkzeug für den MittelstandThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  38. 38. 42 #Warum? »»Begrenzte finanzielle Resourcen »»Begrenzte Forschungs-Kapazitäten »»Flache Hierarchien »»Kürzere Reaktionszeiten »»Lokaler FokusThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  39. 39. 43 #servicedesign #kmu Begrenzte finanzielle Resourcen > Prototypischer Ansatz spart Zeit und Kosten Begrenzte Forschungs-Kapazitäten > Einbindung von vielen Stakeholdern > Bedarf an Experten begrenzt Lokaler Fokus > Schnelles repräsentatives Testen von LösungenThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  40. 40. 44 #workshopThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu
  41. 41. 45 Vielen Dank! Thomas Schönweitz thomas@whitespring.eu www.whitespring.eu vcard @netsaver @whitespring_euThomas Schönweitz // Service Design: Eine Einführung // @whitespring_eu

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