Read the summary and the most important questions on SPM5430 Service systems

• Lecture 1

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• What are the three definitions of innovation?

  
  •The result of a search process in the technology domain
  Winter, 1984
  
  
  •New Combinations that are economically more viable than the old ways of doing things
  Schumpeter, 1937
  
  
  •Innovation = creativity + commercialization
  Von Stamm, 2003

• How can Micro (specific individual service innovation) be splitted?

  Service (innovation) techniques:
  Service R&D: Tech. enablers, models, tools and methods, strategy
  
  Service delivery system: Service development: service engineering, service management, service marketing
  
  
  Service usage: Service usage: service adoption, service metrics

• Name some service research themes

  Design approach
  Business models
  Simulation and gaming
  Eco-systems and platforms
  Service Architecture
  Adoption & diffusion

• What are the research setting services for TPM

  
  • Multi-actor context for the design process: micro eco-system, collective action
  • Services that are distributed
  • Services that depend heavily on ICT (service) platforms
  • Study the effects on end use, human involvement
  • Study the effect on the embedding in business models, decision making and operational processes
  
  
  • Design of the services ‘as is’ or ‘to be’
  • Suitable methods and design processes
  • Tools to support the design process
  • Validation of tools and methodologies in practice
  • Strategies to evaluate and test services

• Use of System Engineering practices in service design

  
  • Divide and conquer strategies to reduce complexity
  • Building blocks / components for reuse
  • Conceptual models and consistent terminology
  
  
  • Empirical models for testing
  • Support tools for performance analysis
  
  
  • Collaboration tools for sharing, communicating and understanding
  
  
  • Project management to guarantee on-time delivery
  • Process management to guarantee understanding interests

• What is the difference between products (“things”) and services?

  
  • In economic terms: goods versus intangibles
  
  
  • In other cases no dichotomy but a continuum
  
  
  • Products are combined with services: product augmentation, resulting in versioning
  
  
  • Manufacturers shift from product related business models to service focused business models

• More differences services and physical goods

  
  · Intangible vs tangable
  
  · Heterogeneous vs. homegeneous
  
  · Inseparability: production, distribution and consumption simultaneous process vs. production and distribution separated from consumption
  · An activity or process vs. a thing
  
  · Perishability : cannot be kept in stock vs can be kept in stock
  
  · Core value produced in buyer-seller interactions vs. core value added in factory
  
  · Customers participate in production vs. customers do not (normally) participat ein production
  
  · No transfer of ownership vs. transfer of ownership

• What are operational consequences of intangibility, heterogeneity?

  
  • Services are difficult to test in concept
  
  
  • Services can more easily be modified: relevance of platform
  
  
  • Service updates can be made quickly and easily
  
  
  • Easy to copy by competitors (not patentable)
  
  
  • Quality of service is variable (i.e. co-produced during interaction)
  
  
  • Quality is dependent on capacity planning

• What is service concept development?

  
  Description of latent customer needs, customer dilemma's, customer value

• What is service process development?

  
  • Chain of activities which must occur for the service functions
  • Integrating new processes with existing activities: co-ordination
  • PM not only marketing department responsibility, for instance training staff