ISS Service Innovation Leadership Seminar, 28 March - Stuart Smith

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ISS Service Innovation Leadership Seminar, 28 March - "Service Innovation Trends" by Stuart Smith, Chief of Service Innovation, NUS-ISS

© 2013 NUS. All rights reserved.
Service Innovation Seminar
Trends In Service Innovation
Stuart Smith – Chief Service Innovation
Institute of Systems Science, National
University of Singapore
March 2014

© 2013 NUS. All rights reserved.
People & Technology & Markets

© 2013 NUS. All rights reserved.
TECHNOLOGY

© 2013 NUS. All rights reserved.
Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Telecommunications
…Singapore’s mobile penetration rate of 100% plus indicates many individuals have multiple
phone contracts…
Mobile Digital Revolution

© 2013 NUS. All rights reserved.
Mobile Digital Revolution

© 2013 NUS. All rights reserved.
Mobile Digital Revolution

© 2013 NUS. All rights reserved.
Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Infocomm-Usage-Households-and-
Individuals.aspx
50% of the Singapore population are ‘online shoppers’…
Mobile Digital Revolution

© 2013 NUS. All rights reserved.
Customers Have Access To Instant
Information

© 2013 NUS. All rights reserved.
Customers Expect Transparency

© 2013 NUS. All rights reserved.
They Can Achieve It Anyway!

© 2013 NUS. All rights reserved.
Era of Omni-Channel
• Multi-Channel era to
Omni-Channel era
• Seamless service across
channels
• John Lewis – Over
$20bn sales in 2013
• “omni-channel
capability and
innovation has been
the key to success”.

© 2013 NUS. All rights reserved.
MARKETS

© 2013 NUS. All rights reserved.
New Service Business Models

© 2013 NUS. All rights reserved.
Changing Context of Service
Delivery Models

© 2013 NUS. All rights reserved.
Disintermediation & Re-
intermediation

© 2013 NUS. All rights reserved.
PEOPLE

© 2013 NUS. All rights reserved.
Source: PMO. Population White Paper. 2013. ‘A Sustainable Population for a Dynamic
Singapore’.
Two-thirds of Citizens will hold Professional, Managerial,
Executive and Technical (PMET) jobs in 2030, compared
to about half today…
Numbers of Professional, Managerial, Executive
and Technical (PMET) and Technician and
Associate Professional (TAP) jobs will grow…
MTI Occasional Paper. On Population And Economy
Changing Workforce

© 2013 NUS. All rights reserved.
Enhanced Service Skills

© 2013 NUS. All rights reserved.
Service Design Skills

© 2013 NUS. All rights reserved.
Org Design & Job Redesign
Enlargement
Enrichment &
Enlargement
Elimination Enrichment
Job Redesign

© 2013 NUS. All rights reserved.
Digital Service Literacy
• Digital Understanding
• Data Science & Service
Analytics
• Data & Information
Security
• Service Understanding

© 2013 NUS. All rights reserved.
Service
Excellence
Service
Innovation
Experience
Design
Customer
Service
Interaction

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ISS Service Innovation Leadership Seminar, 28 March - Stuart Smith

1. © 2013 NUS. All rights reserved. Service Innovation Seminar Trends In Service Innovation Stuart Smith – Chief Service Innovation Institute of Systems Science, National University of Singapore March 2014

2. © 2013 NUS. All rights reserved. People & Technology & Markets

3. © 2013 NUS. All rights reserved. TECHNOLOGY

4. © 2013 NUS. All rights reserved. Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Telecommunications …Singapore’s mobile penetration rate of 100% plus indicates many individuals have multiple phone contracts… Mobile Digital Revolution

5. © 2013 NUS. All rights reserved. Mobile Digital Revolution

6. © 2013 NUS. All rights reserved. Mobile Digital Revolution

7. © 2013 NUS. All rights reserved. Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Infocomm-Usage-Households-and- Individuals.aspx 50% of the Singapore population are ‘online shoppers’… Mobile Digital Revolution

8. © 2013 NUS. All rights reserved. Customers Have Access To Instant Information

9. © 2013 NUS. All rights reserved. Customers Expect Transparency

10. © 2013 NUS. All rights reserved. They Can Achieve It Anyway!

11. © 2013 NUS. All rights reserved. Era of Omni-Channel • Multi-Channel era to Omni-Channel era • Seamless service across channels • John Lewis – Over $20bn sales in 2013 • “omni-channel capability and innovation has been the key to success”.

12. © 2013 NUS. All rights reserved. MARKETS

13. © 2013 NUS. All rights reserved. New Service Business Models

14. © 2013 NUS. All rights reserved. Changing Context of Service Delivery Models

15. © 2013 NUS. All rights reserved. Disintermediation & Re- intermediation

16. © 2013 NUS. All rights reserved. PEOPLE

17. © 2013 NUS. All rights reserved. Source: PMO. Population White Paper. 2013. ‘A Sustainable Population for a Dynamic Singapore’. Two-thirds of Citizens will hold Professional, Managerial, Executive and Technical (PMET) jobs in 2030, compared to about half today… Numbers of Professional, Managerial, Executive and Technical (PMET) and Technician and Associate Professional (TAP) jobs will grow… MTI Occasional Paper. On Population And Economy Changing Workforce

18. © 2013 NUS. All rights reserved. Enhanced Service Skills

19. © 2013 NUS. All rights reserved. Service Design Skills

20. © 2013 NUS. All rights reserved. Org Design & Job Redesign Enlargement Enrichment & Enlargement Elimination Enrichment Job Redesign

21. © 2013 NUS. All rights reserved. Digital Service Literacy • Digital Understanding • Data Science & Service Analytics • Data & Information Security • Service Understanding

22. © 2013 NUS. All rights reserved. Service Excellence Service Innovation Experience Design Customer Service Interaction