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Tag: Partner Event

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

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 switching 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 thanks to IBM, data innovation alliance, ZHAW Zurich University of Applied Sciences and Lucerne University of Applied Sciences and Arts for supporting the event.

Smart Services Summit 2021

Register to the event here!


Smart Services supporting the new-normal

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: 16 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).

ONLINE – Service Forum: Smart Service & IoT

Clemens Herzog (KONE Schweiz AG) erzählt aus der Praxis.

Referat über die Smarte Service Lösung «24/7 connect services»  des finnischen Aufzugs und Rolltreppenhersteller KONE.

Best practice einer innovativen Serviceorganisation.

Gemeinsam mit IBM macht KONE Aufzüge und Rolltreppen intelligent.

Durch Vernetzung mit der Cloud können wir Daten von einer Vielzahl von Anlagensensoren sammeln, analysieren und über die IoT Plattform Watson in Echtzeit mit unseren Kunden teilen.

Auf diese Weise entsteht für jede individuelle Anlage ein perfekt abgestimmter Wartungsplan.

Melden Sie sich auf der offiziellen Webseite an.

Wir freuen uns auf Ihre Teilnahme!
Ihr SKDV – Team

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.

Match-Making in Big Data with Academia and Industry

n collaboration with the National Research Programme NRP 75 “Big Data”.

The National Research Programme NRP 75 “Big Data” provides foundations for the effective and
appropriate use of big data. The projects focus on computing and information technology. They deal
with the effects on society as well as on big data applications in various areas of society.

In November 2020, three match-making events will be held to enable possible collaborations
between NRP 75 projects and representatives of the industry. Short pitches of the projects will focus
on technology transfer and will be followed by poster sessions to answer questions, make contacts,
and exchange ideas.

The second match-making event will take place online on 19.11.2020 from 13:00 – 17:00.

If this date doesn’t fit two more match-making events will take place online on 10.11.2020 and on 24.11.2020 (always in the afternoon).

Attendees of the events receive information about the participating projects in advance, so that the
preparation for a qualified feedback is possible.

Participation is free of charge — but the number of places is limited!

For registration please write an email (Name, affiliation and position – and date when you will
attend) to beatrice.huber@satw.ch.

Match-Making in Big Data with Academia and Industry

In collaboration with the National Research Programme NRP 75 “Big Data”.

The National Research Programme NRP 75 “Big Data” provides foundations for the effective and
appropriate use of big data. The projects focus on computing and information technology. They deal
with the effects on society as well as on big data applications in various areas of society.

In November 2020, three match-making events will be held to enable possible collaborations
between NRP 75 projects and representatives of the industry. Short pitches of the projects will focus
on technology transfer and will be followed by poster sessions to answer questions, make contacts,
and exchange ideas.

The third match-making event will take place online on 24.11.2020 from 13:00 – 17:00.

If this date doesn’t fit two more match-making events will take place online on 10.11.2020 and on 19.11.2020 (always in the afternoon).

Attendees of the events receive information about the participating projects in advance, so that the
preparation for a qualified feedback is possible.

Participation is free of charge — but the number of places is limited!

For registration please write an email (Name, affiliation and position – and date when you will
attend) to beatrice.huber@satw.ch.

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