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

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

Department of Marketing & Supply Chain Management

www.marketingsite.nl

ServiceScienceFactory

example: mobile technologies

Department of Marketing & Supply Chain Management

www.marketingsite.nl

ServiceScienceFactory

mobile boarding

pass

mobile banking alerts

wireless healthcare

Department of Marketing & Supply Chain Management

www.marketingsite.nl

ServiceScienceFactory

mobile boarding pass

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

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

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

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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