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Professionalisierung der Entwicklung
    innovativer Dienstleistungen

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Willkommen im Service-Zeitalter!



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Trends in der Serviceentwicklung


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                                                                                                                  55;3    %# =7 K +; -
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Beispiel: Service als Kundenerlebnis




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Herausforderungen bei der Serviceentwicklung



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                                                                          55;3    %# =7 K +; -
R XVV_ 2- (++3
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Wir haben eine Vision!




              % 0#  
%).%%  -%#$ !
               % % (%##! 0%5




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Wir haben eine Vision!




        
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                                                                                           55;3    %# =7 K +; -
R XVV_ 2- (++3
 , G ++ 2('53 232=G                                               5;,     V^G *5.2 XVV_           ]
Kommunikation über innovative Services

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Prozess zur systematischen Serviceentwicklung

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                                                                                                                   55;3    %# =7 K +; -
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Beispiele für Werkzeuge zur Serviceentwicklung

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08.10.2009 Orangehills Servicetools

  • 1. Professionalisierung der Entwicklung innovativer Dienstleistungen 2+(-L 2--;22 (-35+(35;-35 V_ K .53, 2G 2-'2 .++ K .++Q.2-'(++3G V^GWVGXVV_ R XVV_ 2- (++3 , G ++ 2('53 232=G
  • 2. Willkommen im Service-Zeitalter! A 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ X
  • 3. Trends in der Serviceentwicklung -% ,0 ;--2 ;--25 %/
  • 4. %#-( #(# 8230.3(6.-   .' !.'--   2/355 ;- =2+5   2'5 ;- 32=(25   235A2 J ;-(+   52(++ J 5-(+   ,,52(++   0A(++ .,-5E ! A; -(4-   XLY -5 02. 33   LYV -5 02. 33   WLX S 02. 33   -=233+('   YL[ S 02. 33 .;2F (- P (+,.2 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ Y
  • 5. Beispiel: Service als Kundenerlebnis 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ Z
  • 6. Herausforderungen bei der Serviceentwicklung W 2=(3 3(- (,,52(++ ;- '2 3'2 =.235++2 X 2=(3 2 .22- (- (-5-3(= ;--023-A Y 2=(3 2- A(5+(' 02.;A(25 ;- *.-3;,(25 Z 2=(3 '- (- (+A'+ -H5.;'0.(-53I ,(5 ;-- [ 2=(3 3(- *.,0+? @35, ,(5 =(+- *5;2- 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ [
  • 7. Wir haben eine Vision! % 0# %).%% -%#$ ! % % (%##! 0%5 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_
  • 8. Wir haben eine Vision! -2 252( 2.-5L+(- 35! @L .;-5L ,5G 3'%3-5(*+;- 2*6- 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ ]
  • 10. %(*# (52(52 (52(52 ? (52(52
  • 11. (52(52 (52(52 (52(52 ? 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ ^
  • 12. Prozess zur systematischen Serviceentwicklung 1 1( !$ !( ? = @ (# (# (# (#   2.)*50+-;-   #-(5@ (2,   ;--2(3 M
  • 13.
  • 14. N   2.A33;,35A;-   @35,+-*25 O   -3,*(-   3'%3,.++ O   (52(523';+;-   23.- O  
  • 15. (6 O   2=( +;02(-5 O   2*6- J   ;--2(3 M N O   525(0@2,( O   2=( 2.5.5@0(- O .,,;-(*6.-   2=( 0A(*6.- O   =+;6.- J 3 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ _
  • 16. Beispiele für Werkzeuge zur Serviceentwicklung 1(! %(
  • 17. %# - !# -% ? %/ -$%( %/
  • 18. %#(#(1$ 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ WV
  • 19. Beispiel: 3D Service Blueprint , 2((-+5.- ;3 , .2*3'.0 A; '/2-E *+(*- ( (8 ; -
  • 21. .2, (03;, .+.2 3(5 ,5E
  • 22. .2, (03;, .+.2 3(5 ,5E
  • 23. .2, (03;, .+.2 3(5 .-355;2 (0(3(- +(5E 3 .-355;2 (0(3(- +(5E 3 (, -.-;,,@ -(' ;(3,. .+;5 (, -.-;,,@ -(' ;(3,. .+;5 ,5E .-355;2 -.(G -.(G (0(3(- +(5E 3 (, -.-;,,@ -(' ;(3,.
  • 24. .2, (03;, .+.2 3(5 ,5E .+;5 -.(G .-355;2 (0(3(- +(5E 3 5A2* (, -.-;,,@ -(' ;(3,.G
  • 27. .2, (03;, .+.2 ,5E .-355;2 3(5 ,5E (0(3(- +(5E 3 (, .-355;2 (0(3(- +(5G -.-;,,@ -(' ;(3,.G * 35
  • 28. .2, (03;, .+.2 3(5 ,5E .-355;2 (0(3(- +(5G
  • 31. .2, (03;, .+.2 3(5 ,5E 3(5 ,5E .-355;2 2.-5 35 .-355;2
  • 32. .2, (03;, .+.2 (0(3(- +(5G (0(3(- +(5G 3(5 ,5E .-355;2 (0(3(- +(5G
  • 33. .2, (03;, .+.2 3(5 ,5E .-355;2
  • 34. .2, (03;, .+.2 3(5 ,5E (0(3(- +(5G .-355;2
  • 35. .2, (03;, (0(3(- +(5G ;-
  • 36. .2, (03;, .+.2 3(5 ,5E
  • 37. .2, (03;, .+.2 3(5 ,5E
  • 38. .2, (03;, .+.2 3(5 ,5E
  • 39. .2, (03;, .+.2 3(5 ,5E .-355;2 (0(3(- +(5E 3 .-355;2 (0(3(- +(5E 3 .-355;2 (0(3(- +(5E 3 .-355;2 (0(3(- +(5E 3 (, -.-;,,@ -(' ;(3,. .+;5 (, -.-;,,@ -(' ;(3,. .+;5 (, -.-;,,@ -(' ;(3,. .+;5 (, -.-;,,@ -(' ;(3,. .+;5 -.(G -.(G -.(G -.(G 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ WW
  • 41. .2, (03;, .+.2 3(5 ,5E .-355;2 (0(3(- +(5G -- .,,.. +(;+ 5 .+.2G -- ,33G ;, 3.((3 -5.1; 0-6;3 5 ,-(3 (3 025;2(-5 ,.-53E -35;2 2((;+;3 ,;3G .- 1;, +(3E ;+52((3 -E 0++-531; ;E 026;, 1;(3E 3,G ;++ .-31;5 ,33 1;(3 -(,G .- 0 );35.E 2(-(++ =+E +(1;5 -E =;+0;55 5E 2;G - -(, );35.E 2'.-;3 ;5E Z (,02(5 E =--63 =(5E );35.G ;++, (5;, +(3 ; 0 ,.++(3 026;,G -52 6-(;-5G 23 0(;3G (=,;3 +,-5;, 3,02 -(3(G -- =;+0;55 +( - 5++;3G -- +. +(;+E 0.295.2 ;E .-31;5 =(5E +( - E -(,G +(1;, +.2, -5E 0(;3 (-E =(=22 1;(3E ;(5 E 5++;3G Y '3++;3 =(=22 -;++ ;5 ,5;3 =2(;3 +.25G ;(31; 2;52;,G -- (,02(5G 6, ;+52((3 -(3( =+ ;;G ;2(5;2 W ;++,.202 ;+52((3 -(3(G , 5 ;(G 6, 2'.-;3G -3 X 5,0;3E 5++;3 5 .-(,-5;, 2'.-;3E 3, 1;, 3,02 +(2.E 3(5 ,5 (0(3(- 3, -1; 3 (03;,G , 1;, -;-E +-(5 =+E +;5;3 0;+=(-2E '-22(5 (E +.2,G -3 - .(. 5 -5 6-(;-5 5,0;3G .- =(5 30(- ;5 +(2. =--63 ;(;3G ;++, 1;(3 -5G 6, 3(5 ,5 .2( 5 2.3 ;(;3 6-(;-5G ;(3 +.G 2(-(++ ,;2(3 3(5 ,5 -('G .- 3.+3 3(93 ,-G .-31;5E +. 5 (-;, 3.+3E ;; =+(5 ;23;3 -;-E 1;(3 2=( ,- ,( +(2.G ;3 =;+0;55 +( - 30(-G 36;+;, 0;2;3 1;,E 3+2(31; ;5E ,.++(3 3E -.-;,,@ (E ,5;3G ;++, ;,3- +.2, (- ;(G 23 ;+52((3 ,( ; 5;20(3 '-22(5 2(-(++G 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ WX
  • 42. Warum Service Blueprinting in 3D? (I) 0%777   3+35 -0-( -%.7   ;2' ( .++-5(*+;- /%%7   -!! 332 /%(7   9#%(8 L ;- -('5 (- +.3*+-G   3(' 3 %(% +- (5 !%7   (- ,.6.-+ - 2-! # --7   02.+,+.3 - ( */---G   -A (- ' $' ( 2 2(5 7 .++ .++ ++ ;++F -' .++ XVV_ 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ WY
  • 43. Warum Service Blueprinting in 3D? (II) 0%777   % # (, , 332 /%(7   ;-52(--2 3'-++ 7   -# #-%( .%7   % */---G   +('2,4- %( 3(-G   3(' , - +3 ! . 7 .++ ++ ++ ;++F -' .++ XVV_ 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ WZ
  • 44. Buchvorstellung Zusammenfassung ( 2-;- '35;,3.2(-6252 -52-',- 2;'5 ; 2 ;3,,-2(5 ,'222 *5;2G 2-2 35'- ,(5 =.2 2 2;3 .22;-E +(35;-3 '( -52*6.-302.A33 3..'+ (--2'+ (-3 2-25,3 +3 ;' ,(5 ('22 ,;- ; A;;-G -'- (-2 ,0(2(3'- -523;';- A(5 2-'2 .++E ( 2.5.5@0(- +3 (526=2 -5(*+;-L ;-
  • 45. 2-02.A33 ( ;+(55 3.A(+2 -52*6.-302.A33 ( 2-25,3E ( AG G ( .,,;-(*6.-E ..2(-6.- ;- .'3(.-E -''+6 (-$;33- *--E ,(5 (3 3'-++2 A;, 2 .+ *.,,-G Aus dem Inhalt   -52-',-32-;- +3 2(535(+(2 2.A33   .A(+ -52*6.- (, 2-25,   .A(+ -52*6.- A(3'- 2-25, ;- ;-   2.5.5@0(- +3 --.=6.-3?02(,-5   -52355A;- 3.A(+2 -52*6.-302.A33 ;2' 2.5.5@0(- Erschienen im +2 2+E (3-E F _]^LYL^YZ_LW_ZYLZ !2#7 % ( 5 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ W[
  • 46. Zusammenfassung W (2 +- (, 2=(L(5+52F ^_b 2 3 (- 2=(,2*5- X 0A(++ 2;3 .22;-- ( 2 2=(-5(*+;- 2=(-5(*+;- 2 .22- -; 5'.- ;- 2*A; Y (30(+F Y 2=( +;02(-6- A;2 -52355A;- =.- -52*6.- Z 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ W
  • 47. Kontakt 2- (++3 , 2G 2-'2 .++ 2. GL 3323',(8L52G X 6:; ^[[]_ ;(2E F cZ_ M^_N Y^W[WYLWV F cZ_ M^_N Y^W[WYLW_ F (- .Q.2-'(++3G F '80FJJG.2-'(++3G 2.)*5 % %/ ## 55;3 %# =7 K +; - R XVV_ 2- (++3 , G ++ 2('53 232=G 5;, V^G *5.2 XVV_ W]