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.
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.
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.
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
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 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.
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!
Service Lunch
mit Erfolgsautor Mario Herger
(„Das Silicon Valley Mindset“)
Wie Data-driven Innovation unsere Welt auf den Kopf stellt (am Beispiel der Automobilindustrie illustriert)
In diesem Referat zeigt Mario Herger, der seit 2001 im Silcon Valley lebt, wie die digitale Innovation ganze Wirtschaftszweige umwälzt. Alle, die sich für Digitalisierung und Innovation interessieren, sind herzlich eingeladen, sich von diesem Referat inspirieren zu lassen.
25. September 2017, 11.45h – 13.15h
ZHAW Zürich, Lagerstrasse 41 (direkt am Zürich HB), 6. Stock, Raum ZL O6.12
Digital Twin is a buzzword that is broadly used in the context of digitalization. Not everything that is mentioned is feasible, and not everything that creates value is mentioned in the context of Digital Twin. In this talk, I will present a concept that is currently being pursued by ABB.
Service Lunch: „Essen, Lernen, Netzwerken“
27. Juni 2018, 11.45h – 13.15h
ZHAW Zürich, Lagerstrasse 41 (direkt am Zürich HB)
