Lean Service Innovation

Abstract: The purpose of this paper is to propose an approach to lean service innovation. The knowledge gap relates to three specific challenges of service innovation: early identification of the core customer value with business potential, in-depth understanding of customer value for new or potential customers, and discovery and utilization of latent customer needs. As a result, this article introduces a model of lean service innovation. The model focuses on the process rather than on single cocreation methods. The model shows how a new service can iteratively be developed through several improvementroundsintoafinalservice,andeachroundincreasesthecompany’sunderstanding of customer value and capability to better integrate resources for this. Both the theoretical domain and the application of service-dominant logic can be extended with the lean service innovation approach introduced here. It shows the process of in-depth learning with customers and the rapid prototyping of a service. It facilitates early identification of the core customer value with business potential in the innovation process, identification of customer value for new or potential customers, and discovery and utilization of latent customer needs in innovation. It illustrates repeated experimentation andimprovementofservicewithcustomersandultimatelysupportstheimplementation of service-dominant logic in innovation

Service logic business model canvas

Abstract: The purpose of this article is to develop a service logic oriented framework for business model development. “Service logic” covers the basic principles of the three contemporary customer value focused business logics: service-dominant logic, service logic, and customer-dominant logic..

Creating Competences in Service Innovation and Design

The demand for service innovation and design (SID) competences has rocketed among companies and other organisations across all industries. Rapid changes in the economic environment, demographics and new technologies are driving governments, businesses and individuals to seek sustainable efficiency and effectiveness through new service models. The Master’s degree programme in Service Innovation and Design aims to create the distinctive competences needed for future success. The main objective of the degree programme is to provide education which is based on the genuine competence development needs of companies and other organisations. This article outlines the basic structure and practices of the SID Master’s degree programme offered by Laurea University of Applied Sciences in Espoo, Finland

Monialaista uuden luomista ja yhteisöllistä oppimista hanketoiminnassa : esimerkkejä Laurean Master-koulutuksesta

Tulevaisuuden työelämä kaipaa yhä kipeämmin rohkeita uudistajia, jotka osaavat soveltaa, yhdistää ja arvioida eri alojen tietoa ja osaamista. Esimerkiksi sosiaali- ja terveysalalla tarvitaan liiketaloudellista- ja IT-osaamista, matkailu- ja ravitsemisalalla turvallisuusosaamista ja niin edelleen. Alojen rajapinnoilla on innovaatiopotentiaalia - samoin työelämän kriittisimmät ongelmat kytkeytyvät usein rajapintoihin. Tämä haastaa korkeakoulut luomaan uudenlaisia toimintamalleja, jotka aidosti edistävät monialaista tiedon tuottamista, verkostoitumista ja yhteisöllistä oppimista sekä lisäävät koulutuksen vaikuttavuutta. Juhlapuheista huolimatta toimivia käytänteitä ei tämän innovaatiopotentiaalin hyödyntämiseen ei ole juurikaan käytetty

Designing a service-dominant business model in the industrial context

This chapter introduces a comprehensive, easy-to-use tool for designing a customer-centered business model in the industrial context. This tool can help industrial companies implement their service-dominant strategies and facilitate their customers’ value creation. When used in a service design process, this business model tool helps industrial companies better utilize the deep insight of their business customers and design integrated solutions to correspond their customers’ future needs

Using Interactive Research and Constructive Method in Adapting Business Model Thinking to Service Logic

The purpose of this paper is to increase the knowledge of application of interactive research and constructive method in adapting business model thinking to service logic. This paper explains how these empirical research approaches were applied in the development of Service Logic Business Model Canvas. The process took 18 months and involved a large number of practitioners from various industries as well as academics. As the result, this paper evaluates the usability of the interactive research and constructive method in the context of service research. It finds both advantages and challenges in using these methods

Adapting Business Model Thinking to Service Logic: An Empirical Study on Developing a Service Design Tool

This study develops further one of the most popular business model frameworks, the business model canvas, into a Service Logic Business Model Canvas to better take into account service logic principles. Here, the term “service logic” covers the basic principles of the contemporary business logics: service-dominant logic (SDL), service logic, and customer-dominant logic (CDL). The knowledge gap that the present study aims to fulfil is twofold. Firstly, the literature on service logic includes little knowledge on how to apply this thinking on the practical business level. Secondly, the business model literature offers very little knowledge on how to make business models to follow the service logic. By using the interactive research and constructive approach, this study develops a tool for designing service that takes into account multiple stakeholder perspectives. This tool, the Service Logic Business Model Canvas, includes both the provider’s viewpoint (value capture) and the customer’s viewpoint (value creation). Based on an empirical study, this tool seems to be relevant and simple to use, and when integrated into a service design process, it may help companies to implement the service logic

Ketteryyttä asiakaskeskeisen liiketoimintamallin jatkuvaan kehittämiseen ja uudistamiseen

Asiakaskeskeisyys korostuu lähes jokaisen yrityksen ja muun organisaation strategiassa ja arvoissa. Mutta kuinka helppoa näiden strategioiden ja arvojen jalkauttaminen on? Näkyykö aito asiakaskeskeisyys kovinkaan laajasti liiketoiminnan arjessa? Miten pystyisimme paremmin hyödyntämään asiakastietoa ja ketterästi uudistamaan liiketoimintaa asiakkaiden arvostusten ja tarpeiden muuttuessa? Miten voisimme systemaattisemmin kehittää rooliamme asiakkaan arjessa nyt ja tulevaisuudessa

Using Service Logic Business Model Canvas in Lean Service Development

Purpose. The purpose of this paper is to propose an approach for using Service Logic Business Model Canvas in the lean service development, and visa versa. So far, the literature on business logics for service or business models does not utilize the ideas of lean development. There is a clear knowledge gap in the intersections of the three research areas: business logics for service, business models, and lean development. The present article addresses this knowledge gap. Design/methodology/approach. The present conceptual paper is based on an extensive literature analysis on business logics for service, as well as business models, and lean development. Findings. The paper proposes a model of lean service development. It integrates the model in the process of using the Service Logic Business Model Canvas. Research limitations/implications. The paper shows how a new service is iteratively developed through several improvement rounds into a final business model, it shows the important role of rapid testing and learning in the iterative service development process, it supports the implementation of the fundamental philosophy of business logics for service in business development, and encourages using multiple service design methods in the service development, if needed. Practical implications. The ideas of lean or agile development have been used for a long time in software development. In addition, the ideas were later adopted in the business development of startups. Agile and lean development principles have dramatically changed the managerial thinking and practice in these areas. The present paper develops an application of these approaches to be used in service development, business model development, and implementation of business logics for service in practice. Originality/value. This paper contributes by (1) developing and introducing the lean service development model, and by (2) integrating it to the process model of using Service Logic Business Model Canvas