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Product Development and Process Optimization in Service Businesses. “Learning and Innovation go hand in hand. The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow”. William Pollard. “Innovation distinguishes between a leader and a follower”.
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“Learning and Innovation go hand in hand. The arrogance of success is to think that what you did yesterday will be sufficient for tomorrow”.
“Innovation distinguishes between a leader and a follower”.
The Service Innovation Lab (SIL) is a joint venture of the International SEPT Program of the Leipzig University and CONOSCOPE GmbH.
Identification of market niches for new services using market analysis, benchmarking and portfolio or frequency and relevance analysis.
Final specification of the service as well as process and resources planning by the use of tools such as Service Blueprinting, the FMEA method and QFD.
Evaluation and optimization of the quality and reliability of services, prior to its launching, through the use of service simulation and service prototyping tools.
Idea management – Kano Model
Service concept – QFD
Service testing – Service prototyping
Record and analyse detailed information about processes in the company that have an impact on the expense, time and quality of service.
Service process optimization
Target Costing, FMEA
FMEA stands for Failure Modes and Effects Analysis. The basis of FMEA Method is the analysis of the individual steps of a process in terms of potential occurring failures, evaluating these stages under a risk index which considers variables such as the failure probability of occurrence, the possibility that the error will be discovered and the impact that this error has on the process or the client in case it would not be discovered. The prioritization of risks allows a quick redesign of the processes to reduce risks and, hence, gain.
Service Blueprinting is a method of analysis, visualization and optimization of service processes. When Service Blueprinting, the course of a service is described in a flow chart with a detailed representation of the chronological sequence of all activities and decisions to be completed during the service’s main process and sub-processes. The method focuses on increasing effectiveness (achievement of objectives) and efficiency (cost-effectiveness) of the service process, thus improving customer satisfactionand the benefits for the organization.
Process analysis – FMEA
Services may be viewed as complex systems whose individual components must be optimally combined and coordinated. Through Service simulation these complex service systems can be analysed and tested.
By mapping service processes and the related resources used, models can be tested quickly and inexpensively in different service configurations with a focus on the dimensions of processes, costs, time and resources.
Trainings and workshops
The Service Innovation Lab supports companies throughout the entire process of service development and optimisation or in selected phases.
Our approach relies on the proven methods and tools of service engineering.
If you have already identified specific areas of action for an innovative project, we support you in its realization. We work together with you to design the project concept in close cooperation with you and your staff.
“In the SIL we Stand for Innovation. We understand the central drivers of success in service innovation and we want to share them with companies that are eager to thrive. Our goal is to work hand in hand with our clients in order to create and implement innovative ideas for services.
Prof. Dr. Utz Dornberger, founder & partner at the Service Innovation Lab
The Service Innovation Lab (SIL) was approved by The Federal Ministry of Transport, Building and Urban Affairs (BMVBS) as part of the innovation competition "Business Meets Science" and sponsored and managed by the ProjekttraegerJülich.