When selling advanced services, the conceptual and contractual complexities of such contracts are all too often underestimated. Experience shows that this is especially true when selling into traditional B2B markets.
As the adoption of Smart Services continues to accelerate, we see an opportunity to apply the emerging technology to provide new value propositions and business models that provide tangible sustainability outcomes that help us and the planet. In 2021 we held the Smart Service Summit “in person” at a fantastic location overlooking the lake of Zurich. The focus was on the impact of COVID-19, and in hindsight, we were between two outbreaks. This year we would like to leave COVID-19 behind us and look to build a brighter future. We are this year going to focus on sustainability as we think it is time to give equal weight to the social, economic, and environmental aspects of sustainability.
The summit in 2022 aims to assess new and emerging services that are enabled by technology and where the services are co-delivered to support sustainability. In doing so, we hope to answer some of these questions:
how is the service quality and value 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?
how can organizations be enabled to foster digital value co-creation?
All of the papers should consider one or more of the three pillars of sustainability (i.e., social, economic, and environmental). This is important as this consideration will allow us to build a sustainable future.
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 anticipate that we will have a physical summit in Zürich!
All papers will undergo a blind peer-review process. The articles will be published again with Springer. Accepted papers will be presented in person in Zurich.
Organized by the Smart Services and Smart Maintenance Expert Groups
Showcase Kistler & Digitalization
In this afternoon event, we will introduce the digitalization initiatives of Kistler and then focus on the digital service initiatives with a focus on pilot projects in various fields of advanced services. The event will be rounded off with a presentation of a turn-key solution by Kistler innovation lab and digital hub, followed by a tour around the company and apéro.
COVID-19 has posed enormous challenges to Swiss industrial companies over the past two years. The service sector has been particularly hard hit, as it relies on personal interactions with customers. At the same time, digital technologies have changed the service business.
In his presentation, Boris Ricken shed light on the implications of these developments for Swiss industrial companies. He showed how longterm trends in service provision have been reinforced, e.g., by local service provision in combination with central products and services. Given this, different fields of action were elaboarated, among others for new digital services and business models.
The presentation was accompanied by lively discussion and input from the participants. The expert group Smart Services is a very active platform for sharing and growing knowledge and expertise in this field.
Transformation des Servicegeschäftes von Schweizer Industriefirmen
COVID-19 hat in den letzten zwei Jahren Schweizer Industrieunternehmen vor enorme Herausforderungen gestellt. Der Servicebereich war besonders stark betroffen, da dieser auf persönliche Interaktionen mit Kunden angewiesen ist. Zugleich haben digitale Technologien das Servicegeschäft verändert.
Was sind nun die Auswirkungen dieser Entwicklungen auf Schweizer Industrieunternehmen? Wie könnten zukünftige Entwicklungen im Servicegeschäft aussehen? Lassen Sie uns das gemeinsam diskutieren.
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.
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.
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
… 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!
Hotel Belvoir (LINK)
8803 Rüschlikon, Zürich
Covid certificate will be checked, please see HERE
Smart Services; Industry4.0; Product-Service Systems; Value Co-creation; Service Quality; COVID-19; Service
Science; Service Design.
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.
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.
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.