a filosofia do service thinking
DESCRIPTION
Palestra proferida por João Batista Ferreira da EISE, no evento "Uma nova Revolução: A era do Service Thinking" em Porto Alegre , RS em Abril de 2014TRANSCRIPT
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COMO CHEGAMOSATÉ AQUI
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UBUNTUSou o que sou porque somos todos nós
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107.602.707.791Homo sapiens
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"Existe vida em tudo
que o homem faz,
independentemente
de sua consciência."
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Necessidades
Desejos
Emoções
Significados
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PRÓTESES'GUARDAMOS O GALHO' (MILENA SALOMON)
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Produtos industrializados estão propagandeados pela lógica da economia da propriedade;
Produtos são aparelhos, objetos, próteses, commodities, para os serviços que prestam;
Produtos estão cheios de significados para quem os possui;
São estes os significados humanizados dos objetos que nós chamamos de serviços.
PRODUTO > SERVIÇO
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UM NOVO MUNDO DE SERVIÇOS
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SERVIÇOS x PIB
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Serviço é um sistema complexo de interações que acontecem entre pessoas, ou entre pessoas e máquinas, ao longo de um determinado período de tempo.
• Serviço é a base fundamental de troca;• O cliente é sempre um co-criador de
valor;• Todos os atores sociais e econômicos são
integradores de recursos;• O valor é única e fenomenologicamente
determinado pelo beneficiário.
SERVIÇO
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As propriedades emergentes de um sistema complexo decorrem da relação não linear entre as partes.
SISTEMAS COMPLEXOS
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Ubuntu
Crowdfunding
Peer to Peer
Cloud
Singularity
…
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DESIGN O QUÊ?
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EmpatiaAs pessoas desejam construir para elas. Nesta sociedade que se descola da mídia, onde todos publicam e compartilham. Insight.
ColaboraçãoSão as pessoas que constróem o novo ambiente humano. Temos inteligência individual e instinto social. Idéias.
ExperimentaçãoEu não quero mais do mesmo. Meu mindset natural é o melhor,eu preciso experimentar, sempre. O direito de ‘ser”dos colaboradores.
DESIGN THINKING
Empatia
Colaboração
Experimentação
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A CRIAÇÃO DE VALOR MUDOU DE
MAÕS
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Infographic By Valerio Pellegrini1. Counting beds on offer, Airbnb is already the fifth-largest hotelier in the world, with unparalleled global reach. The startup, whose prices are at least one-sixth cheaper than its traditional rivals, expects to have 1 million listings by the end of 2014.2. Airbnb has a presence in nearly every country on earth, something no hotel chain can match. Percentage of the world covered.3. Median price of a hotel vs. cost of an Airbnb apartment.
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Brian Chesky and his Rhode Island School of Design classmate Joe Gebbia started the company in 2008
In 2013, more than 10 million guests stayed at an Airbnb rental, which translated into more than $250 million in revenue, igniting rumors that it could be one of Silicon Valley's next big IPOs.
Nathan BlecharczykCTO e co-fundadorHarvard
Brian CheskyCEO e co-fundadorRhode Island School of Design
Joe GebbiaCPO e co-fundadorRhode Island School of Design
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Quem será o gigante de amanhã que levantou-se hoje?
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