RESER XXIV conference Helsinki 11 th 13 th, September

Transcription

1 RESER XXIV conference Helsinki 11 th 13 th, September Services for a better future Jouko Suokas, Executive Vice President VTT Technical Research Centre of Finland

2 Past 09/09/2014 2

3 Present 09/09/2014 3

4 Weather forecast Future Traffic forecast Calendar Decision when to wake up Sleep monitoring Heart beat monitoring Waking up technologies 09/09/2014 4

5 User in the middle questioning current business models 5

6 Example Uber User experience, transparency, sharing economy Uber is a software company that enables members of public to connect with licensed livery vehicles and taxicabs by pressing a button on their smartphone: Set pickup point See availability of cars View waiting time View info about driver View car s progress Uber operates on top of existing transportation infrastructure. It is a request tool, not a transport carrier. 09/09/2014 6

7 Productivity - even in the public sector 7

8 Example Solita Productivity of public services, open data Lupapiste - Electronic Service for construction permits, 24/7/365 Sending and receiving of applications, plans, decisions Electronizes the old paper process A shared workspace for the project Involves all the parties in the project Enables guidance and supervision of the applicants Covers all the application process from information search until the end of the building process The service started in autumn Now about 50 municipalities of total 320 are using it. Decision in 2-3 days instead earlier 2-3 weeks 09/09/2014 8

9 Example Finnish Tax Administration Productivity of public services E-Services for tax payers Development in volume: Tax return online, returns received during Staff at the tax administration during /09/2014 9

10 New service ecosystems in industry and society 10

11 Example Kemppi The joy of welding ArcQ quality and productivity management ArcQuality system: Identifies deviations between actual welding and welding procedure specification Validates welding quality and ensures traceability Produces automatically the welding quality documentation and related database ArcQuality as a service for the value chain: End-customer of a welded product: Trouble-free welding seams with quality documentation Classification societies: quality documentation and documented system Company using ArcQ: Better productivity through automated quality process and good welding work productivity, support for efficient production management and development Welder: instant feedback concerning welding work, support for decision making on workshop floor, one source of information, boost for working productivity 09/09/

12 Example Smart city A future platform for interconnected services Data from different sources creating new business and services opportunities 09/09/

13 Example Smart city Productivity of public services, open data Smart services are a part of end users everyday life Smart meters: peak energy demand can be reduced by different tariffs Navigators in cars: navigator is helping to avoid congestion and can warn for slippery roads Building automation: Building automation is controlling the indoor environment based on weather, user occupancy and user preferences, self-learning systems 09/09/

14 Example Smart city The future smart transportation in the cities Travellers, vehicles, transport networks and goods always connected, always located Best possible information of the situation now and in the near future Optimization, handling and preventing the incidents Best itinerary for every trip real-time, updating itself on the go all modes (public, private, walking/biking, ride-sharing) included Vehicle-to-infrastructure communications Traveler and vehicles are not only receiving information, but also collecting and transferring it Public Private Partnership one counter for the user Vehicle-to-vehicle communications 09/09/

15 Service research and this conference 15

16 Service research through the years with some milestones Service economy (Gerschuny & Miles 1983) Service marketing (Grönroos 1982) Producer services, later called KIBS (Wood 1986) Servitization of manufacturing (Vandermerwe and Rada 1988) ICT and services (Barras 1986) Service innovation (Sundbo 1996; Gallouj & Weinstein 1997) New service development (Edvardsson 1997) Service engineering (Bullinger 1999; Fähnrich 1999) Internationalization of services (Bryson & Daniels 1998) Service-dominant logic (Vargo & Lusch 2004, 2008) Service design (Saco & Goncalves 2008) Consumer experience (Caru & Cova 2007) Solution services (Davies & Brady 2000) Services productivity (Djellal & Gallouj 2008) 2000 s Social innovations (Harrison et al. 2010) Encounter-based innovation (Sörensen et al. 2013) Practice turn in innovating (Russo-Spena & Mele 2012) Business models (Nenonen & Storbacka 2010) Digitalization and services (Zuehlke 2010; Jung et al. 2014) 2010 s Interaction between micro-, meso- and macro levels in service (eco)systems Deeper integration of services and manufacturing Services and Internet of Everything 2020 s 1990 s 1980 s 09/09/

17 Some topics at the conference Integration of user-based and employeedriven perspectives with strategic reflexivity Purchasing of services and value-driven strategies in pricing Netnography in marketing, the use of social media in service development Services in the developing countries the role of the KIBS sector Glocal (global-local) service networks in emerging sectors (e.g. pet-related services) 09/09/

18 Word cloud from conference abstracts Dominating words: Service Business Innovation Value Social Model Analysis Development Emerging words? Well-being Risk Dynamic Sustainability Experience 09/09/

19 Present and future challenges for research Clarification of the central concepts and dialog between different theoretical standpoints Service from the viewpoints of value, relationships, offerings, experience etc. Services as intangible products vs. services as processes The next stage of digitalization as an enabler: Internet of Things and Internet of Everything provide abundant opportunities and raise services to a position of an important societal infrastructure. Combination of services and technology (hard and soft aspects) becomes increasingly crucial Apparent benefits can be achieved via this combination in transparency for instance: monitoring operations, condition of equipment, service levels and many other metrics become possible customers can track packages, follow waiting times etc. New issues of service innovation Agility of innovation processes ; interrelationships between learning and innovation The ways in which novelties can change existing paradigms and structures, and gain foothold in the markets understanding the process of the institutionalization of novelties Systems approaches Current challenges are all the more often systemic in nature and cannot be tackled with an aspect by aspect approach. The role of engagement platforms and participatory practices grows. Competition and ecosystems formation take place via these platforms: ports, ships, cities, buildings, industrial plants, homes, cars, mobile phones etc. 09/09/

20 A citizen in the middle of service networks or 09/09/

21 a citizen in the garden of services 09/09/

22 RESER XXIV a value co-creation experience This conference and its presentations are also service: As a presenter, what kind of experience do you want to give to the audience? As an audience, what kind of experience do you want to give to the presenters? What kind of co-creation experiences do you expect in the discussions after the presentations? In which way can the conference and its social programmes promote new insights and joy among the participants? 09/09/

23 TECHNOLOGY FOR BUSINESS