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Service Science Factory Maastricht
ServiceScienceFactoryProf.dr. Paul Iske, Prof.dr. Jos Lemmink, dr.
Gaby Odekerken, dr. Tjark Vredeveld, Prof.dr. Rob de Bie, dr. Wynand Bodewes, Anja Jansen,
Linda Lichel, Msc, Karol Karpinski
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
ServiceScienceFactoryCompanies discover the ivory tower and develop in collaboration with international professors and students of Maastricht University innovative
new services.
Services can be designed much better: Maastricht University changes open innovation into co-creation of new
services.
International collaboration between e.g. India and The Netherlands results in new service concepts
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Service Science
Everyone knows the story of Thomas Edison, the inventor of the lightbulb. But
people dont tend to think of getting lightbulbs into houses and schools,
setting prices for the electricity services to keep them lit. Thats all
service innovation
Jim Spohrer, IBM Almaden Research Center
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Services 70% GDP
Servicesdrive our economy
But what about
innovation?
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
European Innovation Scoreboard, 2008:
1.Sweden2.Finland3.Denmark
...
11. Netherlands
Innovationleaders
Innovationfollowers
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
example: mobile technologies
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
mobile boarding
pass
mobile banking alerts
wireless healthcare
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
mobile boarding pass
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Bottom line
less queues
decreased costs
support for brand loyalty
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
mobile banking alerts
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Bottom line
25% reduction in time
answering customer inquiries
Enhanced customer satisfaction
Enhanced customer
relationships
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
wireless healthcare
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Bottom line diabetes case
10% of patients
use
20% cost reduction
3 million dollars saved
annually
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Unplanned Open Innovation
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Planned open innovation / crowd sourcing
Netflix (DVD, reducing fee for late returns)
BBVA (making online appointments)
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Problem Based Learning
Learning space
For collaborative learning
Guiding participants to construct and share knowledge
Within a particular context
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Two crucial concepts in Learning
Problem solving
Questioning
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Problem Based Learning Format-6 to 10 participants, -high commitment [0.2;1.0] fte-8 weeks, 16 weeks, 24 weeks,..
Creativity
Cognition
Action
Structured
Interactive
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Service Science Factory Maastricht
value is coproducedthrough win-win value
propositions
directly /indirectly with other service systems
Multidisciplinary approach
is a service system itself
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Basics of our Service Science Concept
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Multi-disciplinary research
Collaboration between
scientific and corporate
world
Service ScienceLearning
Service Science
I n t e r n a t i o n a l
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Added Value
Careful problem drafting
Multidisciplinary innovators
Smart use of innovation
budget
Learning by
co-creation
Access to larger network
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Multidisciplinary participation in groupsAPG (One Size Doesnt Fit All)OCE (Just Merge It)
APG, OCE managers
UM Msc students Business (Marketing, Organization)
European studies, University College
Msc Design student
Cologne
Postdoc Twente University
PhD student Free University Amsterdam
Information Management/Systems
MBA/PhD students IIM,India
Business, Information Systems, Strategy
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Learning and SSF Network
SSF
CTF Karlstad
University of Cologne
ASUTempe
IIMAhmedabad
and Bangalore
RWTH Aachen
Aalto -Helsinki
Technion-Haifa
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Service Science Factory
Concept development
Center for Entrepreneurship
Commercialization
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Department of Marketing & Supply Chain Management
www.marketingsite.nl
ServiceScienceFactory
Open up universities & companies
dialogues house, open boundaries house, studio, laboratory
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