byInnovation Delivery Ltd.

4 Apr 2009

Services Innovation

at UCD

1.What it looks like?2.What is it?3.Activities4.Q & A

4 Apr 2009

Agenda

Product, Service,

Supply/Demand Chain,

OrganisationExamples

user IaD customer experience touchpoint design

physical prototyping conceptual prototypingBOM service delivery blueprint

product platforms IT platformsproduction planning service delivery trainingpricing models business models

product service/organisation

In product and service projects?

Understand and Observe Storytelling and Distillation

Stretch ideas into concepts Prototype interactions

Get early feedback Get stakeholder feedbackPrototype concepts

Example

Team Finance:

Improving an existing

service

Brainstorm

Understand and Observe Storytell and Distill

Stretch ideas into concepts Prototype

Brainstorm

Get stakeholder feedback

Example

Team

Medical:

Servitisation

Endanger Help your teammates

Understand and Observe

Brainstorm Prototype

Get feedbackPrototype

Example

Team International

Palate:

New Service Concept

4 Apr 2009

What is Innovation? US Gov’t :

The design, invention, development and/or implementation of

new or altered products,services, processes, systems, organizationalstructures, or business models for the purpose of

creating new value for customers and

financial returns for the firm.

Design something new

Execute it

Get significant value for customers and the firm

1

2

3

Basic cycle

inspire

ideas

prototype

distill

prioritise

evaluate

Innovation or Design CycleDESIGN-THINKING MODEL

1

2

3In a program

1

2

3

businessconcept features interactions

1

2

31

23 1

23

design implement

Innovation or Design Cycle

WITHIN DEVELOPMENT

12

3 12

3 12

3

1

2

3

PathsTo

Innovation

Paths to Innovation?

Create a strategy mapRun an innovation project

Embed innovation systems in your organisation

Activities?

Research:Joint research team (UCD/NUIM) on Services Innovation, supporting ongoing projects, courses

Executive Education:1.2-day course, 1st. Dec 20092.Diploma starts Sep 2010

Activities? Students Content1. Innovation Management and

Leadership2. Innovation Techniques

Activities? Student Programme Numbers:

2004 one hour, 20 students: SEA

2007/08, 60 hours08/09 170 undergraduates (open)

20 Masters students (SEA)

2010/11 120 hours EMPS,FSVM,CS 450 undergraduates

50 Masters students 50 Ph.D. candidates

Activities? Research Roadmap Topics:1. The innovation process2. Innovation strategy3. Project portfolio management4. Organising for innovation5. Service process design6. Service delivery/supply chains 7. Services marketing8. Sustainability

design affects outcome.

Q & A