Abstract
In this paper we will present a methodology that provides a framework to
facilitate service innovations and to develop services in business to
business environments. Service innovations being systemic processes create
ripples throughout the organization as well as over organisa-tional borders.
Therefore, the complexity of this phenomenon needs to be subdivided into
accessible parts of the whole in order to be effec-tively followed and
managed. We have used a common three level model of organisations but based on
our case studies identified ten focus areas to manage service innovation
process. These areas are (at the strategic level) strategic positioning,
co-operation patterning and value constellation, (at the business process
level) business process drivers, collaborative business processes and value
capturing, (at the opera-tional level) specification, organizing, task flow
and value maximization. Business to business services often interconnect
organizations’ core processes. Tuning this type of service to provide maximum
value to the customer is an iterative and cyclic process. Using pilots to
de-velop and test focus areas provides rapid evidence based knowledge and also
experience about cooperation between organizations. Using both a focus area
approach and pilots provides a systemic methodology to define the actions
required to identify and create service business in supplier-customer
collaboration.
Original language | English |
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Publication status | Published - 2007 |
MoE publication type | Not Eligible |
Event | Erima Symposium - , France Duration: 15 Mar 2007 → 16 Mar 2007 |
Conference
Conference | Erima Symposium |
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Country/Territory | France |
Period | 15/03/07 → 16/03/07 |
Keywords
- Service business
- systemic
- innovation
- development
- methodology