Service Innovation lunes 28 de enero de 13
We need these insights to cope with today challenges
and for the future ones
lunes 28 de enero de 13
“By 2025 two-
thirds of the
world´s
population will
be living in
cities”.- Challenges for the
future: Megatrends by
BASF
lunes 28 de enero de 13
It is true the importance of Technology, but no Tech
would have been innovative or transcendental without
Human application
lunes 28 de enero de 13
It is said that businesses are becoming more and more towards being customer
centric, but why ?
lunes 28 de enero de 13
Not Technology
by itself
“No computer,
machine or robot can
cope with the
individual need of
clients sufficiently”.
- Stefan Moritz, Practical Access to Service Design, 2005.
lunes 28 de enero de 13
“The product market is satisfied. Over the last years products got more and more similar”
-Stefan Moritz, Service Design
Researcher
lunes 28 de enero de 13
Everything has been concentrated in the “mass production” topic without
relating it to people and to their real needs
lunes 28 de enero de 13
Human activities are changing. The way we consume, work,
communicate, interact, everything is changing at a faster pace...
lunes 28 de enero de 13
... so how can businesses adapt to all these changes and at the same time use
them as a competitive advantage?
lunes 28 de enero de 13
Service Design
“Methodology to help improve or innovate
service experiences that result in more satisfied
customers and more profitable enterprises by
discovering and understanding the real
customer expectations and needs”.
lunes 28 de enero de 13
Service Innovation as a result of Service Design should be on
top of mind of today Enterprises
lunes 28 de enero de 13
Service Innovation can help to create those new relationships
between organizations and clients
“The only sustainable competitive advantage is
knowledge of and engagement with
customers”
- Forrester report, Competitive Strategy in the Age of the
Customer
lunes 28 de enero de 13
“Clients are
complicated, they
have individual
needs and
expectations that
can´t be
standardized”.
- Stefan Moritz, Practical
Access to Service Design, 2005
lunes 28 de enero de 13
Now just talking a little about the Service Sector in today´s
World Economy...
lunes 28 de enero de 13
“Services are
becoming
increasingly
important for the
economy, up to 70%
of the GDP lies in the
service sector today”
- Leonard L. Berry, Creating New
Markets through Service Innovation,
MIT Sloan Management Review, 2006
GDP, Service sector composition in %
Hong KongBahamas
West BankFrance
United StatesLebanon
JapanTaiwan
UKCuba
BelgiumSingapurDenmark
ItalyPortugal
GermanyAustralia
New ZelandCanadaPoland
0 25 50 75 100
Source: www.cia.gov
lunes 28 de enero de 13
The World bank recognizes: “Services industries increased their share on the World economy
during the past two decades, while
relative shares of agriculture and
industry shrank”.
- World bank. Retrieved the 2005-03-12 www.worldbank.org
lunes 28 de enero de 13
Service Innovation means a big opportunity to offer a total new dimension of
value to Clients
lunes 28 de enero de 13