Service Design International Workshop, Tokyo, Japan, December 20th, 2011
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Service Design International Workshop, Tokyo, Japan, December 20th, 2011
- 1. Service Design Basics – from System to Business Modeling Dr. Stephen K. Kwan Professor, Service Science Management Information Systems College of Business Administration San José State University, CA, USA http://www.sjsu.edu/ssme Contact: stephen.kwan@sjsu.edu Presented at the Service Design International Workshop December 20th, 2011, Tokyo, Japan Download these slides at: http://www.slideshare.net/StephenKwan
- 2. Abstract This presentation looks at service design from a modeling perspective that incorporates system thinking, design thinking, and business thinking. This approach provides an avenue of integration across different disciplines and roles in the service design process. A desirable outcome of this integration would be more effective information and knowledge management from design to engineering of service systems. 2
- 3. Some Definitions Service Science is short for Service Science, Management, Engineering and Design (SSMED1). Service Science is concerned with the study of Service Systems. cf. Computer Science is concerned with the study of Computer Systems. Service Systems are man-made complex systems designed to improve the quality of life by co-creating value through value propositions among the stake-holders. 1 Spohrer, J., Kwan, S.K. “Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline – Outline and References”, International Journal of Information Systems in the Service Sector, 1(3), 2009. Kwan 2011 3
- 4. Service System Worldview1 Service Customer Provider Service Experience A Service System and Its Entities 1Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Presented at the International Conference on Service Science, Beijing, China, April 17-18. Kwan 2011 4
- 5. A Service System Network Service Service Interactions System A Service System B Service Service System E System C Service System D Service System F Kwan 2011 5
- 6. Service System Worldview Employees & Stockholders Community Service Customer Provider Service Partners Experience Service System Competition Society Kwan 2011 6
- 7. Value Co-Creation Through Value Propositions Employees & Value Stockholders Community Value Service Value Customer Provider Value Service Partners Experience Service System Competition Society Kwan 2011 7
- 8. Service System Worldview Service Management Fitzsimmons & Fitzsimmons Employees & Capacity Stockholders & Manpower Planning, Community Training Service Customer Facility Location Provider & Design Service Partners Experience Social Networking Competition Competitive Market Customer Service Strategy Society Segmentation Flow & Concept Operating Service Realized Strategy Delivery Kwan 2011 8
- 9. Service Systems, Computing, and IT Services1 Service Provider’s Back Stage Support Back Stage Processes Information Technology Platform Front Stage Front Stage Processes ITSM – Management of the Processes Service Computing and Infrastructure of IT Services (e.g., SOA) 1 Kwan, S. K. & Hefley, B., “Service Systems”, 2008. Kwan 2011 9
- 10. Service System Design (1) From: To: Service Customer System Design Service System Engineering Kwan 2011 10
- 11. Service System Design (2) System Design Business Thinking Thinking Thinking A Multi-disciplinary Approach Service Customer System Design Service System Engineering Knowledge Management – maintaining integrity of information and knowledge throughout the lifecycle Kwan 2011 11
- 12. Design Thinking – some sources Stickhorn& Schneider Kwan 2011 12
- 13. Business Model Osterwalder&Pigneur Kwan 2011 13
- 14. Stages in Customer Empowerment in Value Co-Creation Stage 1: Value Chain Value Proposition Focal Service Customer Relationship Provider Service Experience 5Kwan, S. K. & Yuan, S. T. ”Customer-Driven Value Co-Creation in Service Networks”, to appear in Demirkan, H., Spohrer, J.C. and Krishna, V. ed., The Science of Service Systems, volume in Service Science: Research and Innovation (SSRI) in the Service Economy series, Springer, 2010. Kwan 2011 14
- 15. Stage 2: Traditional Service Value Network Value Proposition Focal Service Customer Relationship Provider Provider Service Partner Experience Network Value Proposition Kwan 2011 15
- 16. Stage 3 – Improved Value Chain Value Proposition Focal Service Customer Relationship Provider Value Proposition Service Customer’s Experience Social Network Kwan 2011
- 17. Stage 4: Customer Driven Service Value Network Value Proposition Focal Service Customer Relationship Provider Value Value Proposition Proposition Provider Service Partner Customer’s Experience Social Network Network Kwan 2011
- 18. Variety of Value Propositions Maslow’s Hierarchy Of Needs Service Provider Society Hedonic Stakeholders Spiritual Cultural Community Corporal Emotional Employees Intellectual Familial…. Stockholders A point in this 3-D space is Partners a Potential Value Customers Proposition Kwan 2011 18
- 19. Disposable Income & Desire for Services Needs vs. Wants Kwan 2011 19
- 20. Value Propositions can also be bi-directional Customers Service Provider Stockholders Partners Community Employees Customers Partners Service Provider Society Service Provider Society ? Community Employees Stockholders Partners Customers Kwan 2011 20
- 21. Value Proposition Model (VPM) Starting with the Service System Service Customer Provider Service Experience Kwan, S.K., Müller-Gorchs, M. (2011). "Constructing Effective Value Propositions for Stakeholders in Service System Networks," Proceedings > Proceedings of SIGSVC Workshop . Sprouts: Working Papers on Information Systems, 11(160). http://sprouts.aisnet.org/11-160 Kwan &Müller-Gorchs 2011 21
- 22. VPM – a common example Service Customer Value Proposition Provider Customer Service Experience Service Customer Experience Service Experience Kwan &Müller-Gorchs 2011 22
- 23. VPM – individuals and community Service Customer Value Proposition Provider Community/ Social Customer Network A Shared Experience Service Experience Service Experience Customer Service Experience Kwan &Müller-Gorchs 2011 23
- 24. VPM – individuals and Facebook community Service Customer Value Proposition Provider Community/ Social Customer Network A Shared Experience Service Experience Service Experience Customer Service Experience Kwan &Müller-Gorchs 2011 24
- 25. VPM – service provider partners Service Customer Provider Value Proposition Customer Service Service Experience Experience Service Experience Service Experience Value Proposition Vendor Kwan &Müller-Gorchs 2011 25
- 26. VPM – partner’s acquistion of customer Service Customer Provider Customer Service Service Experience Experience Service Experience Service Experience Service Vendor Experience Kwan &Müller-Gorchs 2011 26
- 27. Example 1 of 4 Service Customer Provider Customer Service Service Experience Experience Service Experience Service Experience Vendor Kwan &Müller-Gorchs 2011 27
- 28. Example 2 of 4 Service Customer Provider Customer Service Service Experience Experience Service Service Experience Service Experience Experience Service Vendor Vendor Experience Kwan &Müller-Gorchs 2011 28
- 29. Example 3 of 4 Service Customer Provider Customer Service Service Experience Experience Service Service Experience Service Experience Experience Service Vendor Vendor Experience Kwan &Müller-Gorchs 2011 29
- 30. Example 4 of 4 Service Customer Provider Customer Service Service Experience Experience Service Experience Service Experience Service Vendor Experience Kwan &Müller-Gorchs 2011 30
- 31. Foundational Premises of Service Dominant Logic Kwan &Müller-Gorchs 2011 31
- 32. Value Systems and Value Dimensions Provider’s Value System Opportunities for Value Co-Creation Customer’s ★ Value System ★ ★ ★ ★ ★ ★ ★ His Customer’s Value System FP8 Kwan &Müller-Gorchs 2011 32
- 33. Variety of Value Propositions Maslow’s Hierarchy Of Needs Service Provider Society Hedonic Stakeholders Spiritual Cultural Community Corporal Emotional Employees Intellectual Familial…. Stockholders A point in this 3-D space is Partners a Potential Value Customers Proposition FP10 Kwan &Müller-Gorchs 2011 33
- 34. Constructing a Value Proposition The Customer have a lot of VP’s to choose from VP Service Level Agreement? FP7 Kwan &Müller-Gorchs 2011 34
- 35. A Customer’s Choice of Service A Service Provider’s Promised Value: Based on the Customer’s own A Customer’ Choice Function: expectations Kwan &Müller-Gorchs 2011 35
- 36. A Customer’s Realization of Value A Customer’s Realized Value: Co-Production Service Process Co-Creation of Value FP6 An Example Service Provider and Customer’s His Partners’ Contributions Contributions FP9 Kwan &Müller-Gorchs 2011 36
- 37. Constructing Value Propositions: Customers and Service Providers Sc,R,M too Connecting Components of a Value Proposition to a Service Provider’s KPI’s through Feedback Kwan &Müller-Gorchs 2011 37
- 38. Example: E-Commerce Customer Amazon.com Bookcloseout_us theBookGrinder nengland4 Kwan &Müller-Gorchs 2011 38
- 39. VP0 Se0 SE0 Amazon.com S0 SP0 Se1 Bookcloseout_us S1 SP1 S4 SP4 Customer Se2 theBookGrinder S2 SP2 S5 Se3 negland4 S3 SP3 S6 Kwan &Müller-Gorchs 2011 39
- 40. Service Pattern 1 – Single Service Episode Customer Instantiation of the Service Experience at a particular point VP0 In time SE0 Focal Relationship Time SP0 SE0 = Service Experience provided by SP0 SP0 = Service Provider of the Focal Relationship (the basis of the Value Proposition from Kwan & Yuan 2011) VP0 = Value Proposition offered by SP0 to Customer for SE0 Kwan &Müller-Gorchs 2011 40
- 41. Pattern 2 – Continuous Service over a Period of Time Customer VP0 SE0 Time SP0 Kwan &Müller-Gorchs 2011 41
- 42. Service Pattern 3 – Service in Parallel Customer VP0 SE0 Se0 Se1 Se2 Time Instantiation of the Service SP0 SP1 SP2 Experience at a particular point In time Kwan &Müller-Gorchs 2011 42
- 43. Pattern 3 – Continuous Service with Occasional Service Episodes Customer VP0 SE0 Se1 Se2 Se0 Time SP0 Kwan &Müller-Gorchs 2011 43
- 44. Pattern 4 – Service provided by more than one Partner Service Providers Customer VP0 SE1 SE2 SE3 SE0 Time SP0 SP1 SP2 SP3 VP1 VP3 SE4 SE6 VP2 SE5 Kwan &Müller-Gorchs 2011 44
- 45. Future Directions • More on development of Value Dimensions and Measurement • More on connecting VPM with Service Provider’s KPI • More on Quality Dimensions and Measurement • Integrate VPM with Service System Design and Prototyping Integrate with Foresight and Innovation Method Knowledge Management for Service System Design & Engineering © Cockayne and Carleton Kwan 2011 45
- 46. Service System Framework & Service System Networks Foresight and Innovation Method Business Model, Value Propositions & Service Patterns © Cockayne and Carleton Kwan 2011 46
- 47. Foresight and Innovation Method © Cockayne and Carleton Process Chain Network Diagram UI Prototyping UML – Use Cases BPMN Work System Looking for the right MANGA tools to Service Blueprint connect to Story the next Boards stage Kwan & Müller-Gorchs 2011 &Müller-Gorchs 47
- 48. Service Design Basics – from System to Business Modeling Dr. Stephen K. Kwan Professor, Service Science Management Information Systems College of Business Administration San José State University, CA, USA http://www.sjsu.edu/ssme Contact: stephen.kwan@sjsu.edu Fin Presented at the Service Design International Workshop December 20th, 2011, Tokyo, Japan Download these slides at: http://www.slideshare.net/StephenKwan