Étiquette : Smart Services

Smart Service Innovation for Adapting to the Pandemic Situation – Successful Smart Services Summit 2021

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By Jürg Meierhofer

On October 22, the expert group Smart Services welcomed worldwide top experts to the fourth Smart Services Summit. The focus was on how Smart Services allow firms to adapt in the COVID-19 pandemic. Examples of remote and collaborative working have created new forms of co-delivery where customers are integrated into the service processes. Such a change requires a mindset change for more traditional firms as the service model migrates from ‘do it for you’ to ‘do it yourself’ or some mix of ‘do it together’. Considering service science, the switch makes perfect sense as it means that the full set of resources within the ecosystem are now being used rather than only a part. Services can be delivered faster and at lower costs with the support of new technologies and when working with the customer in a co-delivery mode. The changes are leading to new value propositions and business models today and will lead to an evolution in Smart Services in the future. The changes themselves must be understood, and we may need to consider new or different implementation and delivery models for Smart Services. These new working approaches may also requite use to re-evaluate both training and education.

Across the papers and presentations, it became apparent that digital service innovation has substantially changed and accelerated since the start of the pandemic. Customer needs and service processes have undergone dramatic disruption, which is still ongoing. A common thread throughout all the papers was the concept of the ecosystem thinking, which was discussed from a wide field of perspectives and in a comprehensive way. In line with the concept of the Service-Dominant Logic, the needs of the different actors in the ecosystem need to be identified and integrated into the design of the services and the integration of the various resources in the ecosystem. The ecosystem perspective not only integrates the different human actors, but also technological, digital resources.

Innovation through intensive collaboration allows to switch different perspectives and innovation approaches. This results in seamless value propositions and solutions for the beneficiary actors, which is a necessary prerequisite for economic value creation. Well-designed service experiences based on a consequentially customer-centric view and approach are thus at the basis of value creation.

This transition to digital service innovation in ecosystems requires not only fundamental changes of the technological platforms. In particular, collaboration across actors, organizations, and industry requires a new level of trust, culture, skills, marketing approaches and innovation frameworks.

Many thanks to all those who spoke at, and attended, the Smart Service Summit. A big thinks to IBM, data innovation alliance, ZHAW Zurich University of Applied Sciences and Lucerne University of Applied Sciences and Arts for supporting the event.

Service Lunch: “Essen, Lernen, Netzwerken”

Organized by the Smart Services Expert Group.

10X-Service Design Lab
An accelerator for business development

Automotive industry is going through a digital transformation and striving to expand its business models into new mobility solutions. Their core product-driven business is expanding to service-orientated business models which requires a new set of expertise and capabilities. In his talk, Linus examines the possibilities to use service design in business development for human-centered accelerated decision-making by application of digital co-creation.

Please register at: https://ch.xing-events.com/10X-ServiceDesignLab
Online by Microsoft Teams, Participants get an access link after registration.
You can also find all relevant information in the flyer!

Smart Services Summit 2021

Smart Services supporting the new-normal

Register to the event here!

Following on from the Summit in 2020, where the focus was on digital as an enabler for smart services, this year
we want to focus on how Smart Services have allowed firms to adapt in the COVID-19 pandemic. Examples of
remote and collaborative working have created new forms of co-delivery where customers are integrated into the
service processes. Such a change requires a mindset change for more traditional firms as the service model
migrates from ‘do it for you’ to ‘do it yourself’ or some mix of ‘do it together’. Considering service science, the
switch makes perfect sense as it means that the full set of resources within the ecosystem are now being used
rather than only a part. Services can be delivered faster and at lower costs with the support of new technologies
and when working with the customer in a co-delivery mode. The changes are leading to new value propositions
and business models today and will lead to an evolution in Smart Services in the future. The changes themselves
must be understood, and we may need to consider new or different implementation and delivery models for
Smart Services. These new working approaches may also requite use to re-evaluate both training and education.

The summit in 2021 aims to assess new and emerging services that are enabled by technology and where the
services are co-delivered to support the emerging new-normal. In doing so, we hope to answer some of these
questions:
… how is the service quality impacted through digital technologies?
… how can you transform the customer (or a third-party) into a service partner?
… how does collaborative working impact value co-creation?
… what is the impact of smart services on customer experience?
… how does the nature of the service delivery change?

The pre-COVID19 context and the challenges faced should, where possible, be described so that the initial state
can be clearly understood. Although the focus will be on COVID-19 and its impact on Smart Services, papers on
emerging research on the full lifecycle (e.g, pre-sales, sales, delivery etc.) of Smart Services remain appreciated.
As with previous years, we are looking for early-stage research and will again publish the proceedings with
Springer. Furthermore, we will use industry to set the scene and the context from their position and follow them
with impactful academic presentations. We will have a physical summit in Zürich!

Location
Hotel Belvoir (LINK)
Säumerstrasse 37
8803 Rüschlikon, Zürich

Covid:
Covid certificate will be checked, please see HERE

Summit Chairs
Prof. Dr. Shaun West, Hochschule Luzern, shaun.west@hslu.ch
Dr. Jürg Meierhofer, ZHAW School of Engineering, juerg.meierhofer@zhaw.ch
Utpal Mangla, VP and Senior Partner in IBM Services

Keywords
Smart Services; Industry4.0; Product-Service Systems; Value Co-creation; Service Quality; COVID-19; Service
Science; Service Design.

Submission procedure
i. Write a short abstract: https://bit.ly/3u73P8O
ii. Short abstract submission: 2 July, 2021 to https://bit.ly/2S8kJ9L
iii. Notification of acceptance: 16 July, 2021
iv. Full paper submission: 31 August, 2021
Acceptance of papers is based on the full paper (up to 8 pages). All papers will be peer reviewed.

Proceedings from 2020
The proceedings from 2020 will be published in June 2021 (https://www.springer.com/gp/book/9783030720896).

Service Lunch: “Essen, Lernen, Netzwerken”

Organized by the Smart Services Expert Group

Visualizing Swiss Open Government Data

Open Government Data has the power to transform how organizations engage citizens but we have to wonder how accessible, usable, and shareable open data for the majority of people truly is? «Visualize» is a self-service interface that empowers users to explore open data based on smart defaults and design best practices.

Please register at: https://ch.xing-events.com/OpenGovernmentData
Online by Microsoft Teams, Participants get an access link after registration.
You can also find all relevant information in the flyer!

Service Lunch: “Essen, Lernen, Netzwerken”

Organized by the Smart Services Expert Group

How an integrated product configurator in sales changed the whole quality of projects sold to customers

Essemtec integrated a product configurator for quoting and scoping of projects into the CRM and sales process. It improved quality of quotations, but not only. It improved whole production and installation and acceptance of sold machines, while reducing loop backs and configuration defects – leading to increased customer experience

Please register at: https://ch.xing-events.com/product_configurator
Online by Microsoft Teams, Participants get an access link after registration.
You can also find all relevant information in the flyer!

Service Lunch: “Essen, Lernen, Netzwerken”

Organized by the Smart Services Expert Group

Digitaler Zwilling Alpiner Destinationen

Die Firmen Sisag AG, Remec AG und ProSim GmbH haben einen Bergbahnsimulator entwickelt, der es ermöglicht, Ski- und Bergbahngebiete mit ihrer Infrastruktur in kurzer Zeit digital abzubilden, Entwicklungsmöglichkeiten oder Entscheidungen zu testen und diese auszuwerten. Dabei geht es vor allem um Kapazität, Kosten und Verhalten der verschiedenen Gäste im Skigebiet.

Please register at: https://ch.xing-events.com/AlpineDigitalTwin
Online by Microsoft Teams, Participants get an access link after registration.
You can also find all relevant information in the flyer!

APMS Conference

APMS 2021 Conference Special Session/Track on Integrated Manufacturing & Service Operations Management for Product- Service Systems

Over the past 12-months there has been an acceleration of the use of digital within the PSS context as remote forms of support have been developed and deployed in the field allowing new collaborative approaches that support value cocreation. This shows new models of integration of manufacturing operations and service management initiatives, enabled by digital that allow these formats to be delivered. Specifically, the implementation of new formats of digitally-enabled value propositions supports innovative forms of asset management, operations and maintenance during the product-service lifecycle. This leads companies to capture new aspects into their product-service system and allows conversions, modifications and upgrades to extend the asset’s overall useful life with both a sustainable and circular view. Different analytical tools can enable new value propositions as well as improving service experience and operational efficiencies. Moreover, the new digitalized solutions help create the ideal conditions to allow the integration of third-party services; namely, system installers, maintenance-focused supplier or existing business partners (e.g. agents or distributors), who may provide service on the operational assets in place of either the customer or the manufacturer.

With the advent of new forms of integrated value propositions focusing on product-service life-cycle, process support services, asset efficiency services or processes delegation services, may thus mean that the traditional PSS models (e.g., Tukker) might no longer be valid in their existing forms. However, additional studies are needed to find new integration schemes, that support the development of emerging business modes, their value propositions, as well as to identify the best underlying technologies. This special session aims to explore different forms of integration within a product-service system context. The objectives support the aim are to:

  • develop new frameworks to describe integrated value proposition within a PSS context;
  • understand and characterize different digitally-enabled value propositions;
  • identify how new technologies enable new value propositions;
  • describe how to better integrate circular economy aspects into the existing value propositions and business models.
    Qualitative and quantitative papers are requested for this session rather than literature reviews.

SKDV “Service Träff” 2021

Save the date: SKDV Service Träff 2021

Der Service Träff 2021 als Hybrid-Veranstaltung

Angesichts der angespannten Corona-Lage wird sich voraussichtlich nur der Vorstand persönlich treffen – sofern es die Massnahmen überhaupt zulassen.

Mitglieder und weitere Interessierte können online per Zoom teilnehmen

Neben einem spannenden Referat zum Thema “Kundenzentrierter Service erfordert Agilität” werden wir gemeinsam die Themen für die SKDV-Service-Foren 2021 festlegen.

Was für Themen interessieren Sie brennend? Teilen Sie es uns mit per Kontaktformular oder schreiben Sie uns eine eMail an community@skdv.ch

Wir freuen uns auf Ihren Input – im Voraus und natürlich auch während der Veranstaltung!

Ein Kundenzentrierter Service erfordert Agilität

Referent: Marco Wyttenbach, Lean Agile Leader for Organisations Development bei Swisscom

Mehr Informationen auf der Webseite.

Service Lunch: “Essen, Lernen, Netzwerken”

Organized by the Smart Services Expert Group.

The Kistler Innovation Lab as a powerful Digitization Booster

Kistler is the global leader for providing measurement technology for pressure, force, torque and acceleration. The Kistler Innovation Lab builds on the vast amount of data collected with our sensors and uses data science, mathematics and signal processing to create data-based services and solutions. In this talk, we present the digital transformation at Kistler with a focus on the ramp-up of the Innovation Lab and on first successful projects.

Smart Services invites to the next Service Lunch with speaker Nikola Pascher from Kistler Instrumente AG.
Please register at: https://ch.xing-events.com/Kistler_Innovation_Lab
You can also find all relevant information in the flyer!

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