Service and Product Innovation

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Service and Product Innovation

  1. 1. <ul><ul><li>Product Development and Service Design </li></ul></ul><ul><ul><li>Anne Marie Lally </li></ul></ul><ul><ul><li>Department of Languages, Tourism and Hospitality </li></ul></ul><ul><ul><li>Anthony Foley </li></ul></ul><ul><ul><li>Waterford Crystal Centre for Marketing </li></ul></ul>
  2. 2. Tourism Product Development Strategy 2007 - 2013 … The tourism industry needs to improve the quality & appeal of the existing products … must excel in product innovation … needs to develop products and experiences which appeal to consumers … must focus not only on the tangible product requiremnts but also on the less tangible customer needs
  3. 3. <ul><ul><li>Product Development vs. Service Development </li></ul></ul><ul><ul><li>Infrastructure Process </li></ul></ul><ul><ul><li>Tangibles Intangibles </li></ul></ul><ul><ul><li>Product Experiences </li></ul></ul><ul><ul><li>Linear & Orderly Chaotic & Complex </li></ul></ul>
  4. 4. <ul><ul><li>Development Improvement </li></ul></ul><ul><li>Design Innovation </li></ul><ul><li>Style changes Technical Re-positionoing </li></ul><ul><li>Re-design </li></ul><ul><ul><li>Line-extension Change </li></ul></ul><ul><ul><li>Incremental Radical </li></ul></ul><ul><ul><li>Process Managerial </li></ul></ul>
  5. 5. <ul><ul><li>New Service Development </li></ul></ul><ul><ul><li>Multi- disciplinary & Cross Functional </li></ul></ul><ul><ul><li>NSD spans all management disciplines …Operations, Marketing, Strategy, Finance, Human resources, etc </li></ul></ul><ul><ul><li>Requires a Team approach </li></ul></ul><ul><ul><li> </li></ul></ul>
  6. 6. <ul><li>Service Development Process </li></ul><ul><li>Idea Generation & Screening </li></ul><ul><li>Concept Development </li></ul><ul><li>Business evaluation & testing </li></ul><ul><li>Process & System Design </li></ul><ul><li>Implementation </li></ul>
  7. 7. <ul><li>Research Opportunities in NSD Process </li></ul><ul><li>Idea Generation & Screening </li></ul><ul><li>Building innovative capability, market-sensing capability, organisational & network learning </li></ul><ul><li>Concept Development </li></ul><ul><li>Concept definition, User involvement, Service Strategy </li></ul><ul><li>Business evaluation & testing </li></ul><ul><li>Criteria Development, Benchmarking </li></ul><ul><li>Process & System Design </li></ul><ul><li>Process mapping, Staging , Scripting </li></ul><ul><li>Implementation </li></ul><ul><li>Human Resource Mgt, Change Management, Service Quality </li></ul><ul><li>Also </li></ul><ul><li>Linking disciplines – Marketing, Service Operations, HR to overcome complexity </li></ul><ul><li>Contextualising NSD & Services Operations Research for the Irish Tourism Sector </li></ul>
  8. 8. <ul><ul><li>Anne Marie Lally </li></ul></ul><ul><ul><li>Department of Languages, Tourism and Hospitality </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>Anthony Foley </li></ul></ul><ul><ul><li>Waterford Crystal Centre for Marketing </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul>

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