What Philips Should Do

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A couple of months ago I had a meeting with Philips Design about methodologies for service design. The opportunities for Philips to me are very clear so I pro-activly made a presentation about what they should do. Unfortunatly the service design awareness is not caried throughout the whole organisation and the initial contact died in beauty. So its time I share my thoughts with the world.

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What Philips Should Do

  1. 1. About me Will You Marry Me?
  2. 2. About me Beyond Service Design What Philips Should do ..
  3. 3. Excellent services are about ongoing relationships between manufacturer / service provider and customers
  4. 4. In the object oriented world this relationship is fragile or non-existant
  5. 5. In the object oriented world this relationship is fragile or non-existant
  6. 6. Now you have to follow your customer over his- or her favorite channel
  7. 7. Creating multichannel touchpoints ?
  8. 8. The business model of the connected world
  9. 9. Creating new value chains between physical products, online- and offline services and beyond…..
  10. 10. And as a Brand be able to build an ongoing relationship
  11. 11. About me So.. Will You Marry Me?
  12. 13. What is Service Design? Service Design is the activity of planning and organizing people, infrastructure, communication and material components of a service , in order to improve its quality, the interaction between service provider and customers and the customer's experience.
  13. 14. So what about Product- & Service Design blend togheter? The future of products will be about creating product and service combinations that make sense . Products are becoming cariers of services with some dominant products like phones being extremly important, the next wave of product & service combinations will be single goal connected devices with a strong service component.
  14. 15. So, what does Philips need to do? <ul><li>Build on proven core values </li></ul><ul><ul><li>Innovation </li></ul></ul><ul><ul><li>Being a product company </li></ul></ul><ul><li>Break open the internal structure where innovations are either market driven or technology driven and embrace a total driven open innovation culture </li></ul><ul><li>In this open culture the service awareness should be part of the creation process from the beginning </li></ul>
  15. 16. A total driven open innovation culture according to EYE-D?
  16. 18. EYE-D Designed Innovation Industrial Design Service Design Innovatie Management

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