Service innovation Flashcards
make examples of why is there a trend to integrate service and goods inro overall offers?
- the customer often pays for the function or effect delivered rather than the goods as such
- value is often associated with the use of the product rather than the ownership
- The product system is often offered as a total solution
possible drivers or opportunities for integrating and goods into overall product offers?
- Better opportunities for meeting customer needs, as compared to goods only
- Potential for reducing resource consumption and environmental impact
- raise product value
- to split/distribute cost over time
- differentiate from competitors
- increase freedom
- closer relationship
- tackle environmental issues
What does service in particular offer?
service offer the opportunity to add value or reduce resource consumption in several phases of the product life cycle
The most important learning outcomes?
- Realise potential value of integrating services into traditional products
- Understand specific challenges
3.
Example of service for window producer?
hardware adding service
Hardware + service
1. windows 2- contact person 3. free visit home 4. craftman provided 5. inspection included 6. cleaning included 7. 10 years warranty
Example of sun fleet?
—> car sharingpool
(hardware adding service)
Hardware + service 1. Hardware: Safe and green car Service: 1. car model according to actual needs 2. wash and maintenance 3.
Value? - reduced cost - less troubled for customer - reduced environmental impact -
Example advanced continuous maintenance? Advanced maintenance services
(hardware adding service)
Hardware:
- Truck from factory
- Computer with mobile internet
Service:
- Online communication between truck driver, traffic control at the hauler and work sho
- instant consulting in case of trouble with vehicle
- maintenance according to actual needs
- continual updating the software and hardware
(same as aircrafts)
Value?
- improved uptime for the hauler (always ready for use)
- feeling security for the driver
- reduced environmental impact through “state-of-the-art” technology in the vehicle
Example with inrego who reuse computers and IT-prodycts?
hardware adding service
Hardware:
1. Used hardware manufactured by other firms
Service:
- Sell IT-goods not anymore needed to a remanufacturing firm and get secure data erasure
- rent IT-products for temporary needs
- buy refurbished IT-products that meet performance requirements
why rent?
- there is a need?
-
(follow a u-shaped curve instead of standard normal distribution curve)
value?
- increased valde for money
- reduced resource consumption
- reuse instead of use recycling
Example airbnb?
hardware adding service
hardware:
- software platform owned by airbnb
- private houses, flats, shelters less resource consumption
- connecting people
Challenges with service development?
- in comparison to tangible products, services are more difficult to understand and describe both for developers and customers
- Tangable products can be stored while services cannot
- a service is produce and consumed concurrently
4.
Definition of service?
?
developing and integrating services methodology?
- explore
- create
- evaluate
4- product-service concepts
Exploring?
- explore customer problems or opportunities for services, preferably on site at the sutomer
- It’s powerful to combine interviews and observations. Be empathetic with the customer
Assure quality of observations?
Qualitative approach: 1. Validity —> does the problem truly exist? 2. understanding 3. severity
Quantitative appriach
- Frequency
- Generality
Trend assessment:
1. Evolution
—> How may the situation change over time?
how can we understand the user?
- True understanding of the user and its context will automatically increase user focus
—> the decision-maker should understand the suers
2.
