Dr. Stephen K. KwanProfessor, Service Science

Management Information SystemsCollege of Business AdministrationSan José State University, CA, USA

http://www.sjsu.edu/ssme

Contact: stephen.kwan@sjsu.edu

Presented at National Tsing-hua UniversityDecember 7th, 2012, Taiwan

Download these slides at: http://www.slideshare.net/StephenKwan

Framework and Methodfor Service Innovation Workshop

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Do you know the way to San José?

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Silicon Valley & Its Environs

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Service Innovation Workshop

This hands-on workshop is designed to provide participants a Framework of Service Systems and a method to develop ideas for Service Innovation. The Framework incorporates service provider, customer, service experience and their relationship with various stakeholders in the economic environment of Service Systems. A fundamental tenet of the Framework is the importance of value co-creation by means of a variety of value propositions among the stakeholders from simple Service Systems to complex Service Value Networks. Participants will work in teams using the Framework with a set of tools on an exercise to develop Perspectives, identify Opportunities, and formulate Solutions in creating an Innovative Service System.

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Team Exercise using the Foresight & Innovation Tools

from

Products made in “-------”

Services made in “-------”

Export of Services

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Adapted from WTO definitions

Modes of Trade Some Examples

Cross Border Trade Software, Insurance, telediagnosisfrom country B into A

Consumption Abroad A’s residents obtain education or hospital treatment in B

Commercial Presence Bank, telecommunications firm, hospital from B set up subsidiary in A.

Movement of Natural Persons Engineers, doctors from B provideservices in A

Different Types of Trade in Services

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Increase in Tourism?

Open Real Estate Market?

Taiwan’s export of consumerelectronics depends on US and EU

Trade and Investment with China is limited

New leadership in ChinaTrade growth for Taiwan?

Increase in Tourism?

So, what is next?

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Our Neighbor at TechMart in Santa Clara

& Services??