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Service Innovation for the 21st Century . Larry D. Roper Oregon State University. Service Innovation. Contributes to competitive advantage – point of distinction Requires specific social and technical skills Involves development and the application of new technologies

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service innovation for the 21st century

Service Innovation for the 21st Century

Larry D. Roper

Oregon State University

service innovation
Service Innovation
  • Contributes to competitive advantage – point of distinction
  • Requires specific social and technical skills
  • Involves development and the application of new technologies
  • Costly to develop needed skills
  • Delivered through integrated thinking and agile environment for deliverers of service
service innovation1
Service Innovation
  • Requires knowledge of a specialist and breadth of a generalist
  • Can be implemented in all service areas
  • Most significant possibilities in financial and medical services
communicate and implement universal service expectations
Communicate and Implement Universal Service Expectations
  • Ensure that all units operate consistently with an ethic of service.
  • Define the ethic of service, and provide concrete methods of delivery and assessment.
  • Provide all employees with training on institution’s expectation of providing service, as well as a skill base for delivering service.
dimensions of service
Dimensions of Service
  • Tangibles - Physical environment, equipment, appearance, visuals
  • Reliability - Dependable and accurate service
  • Responsiveness - Willingness to help and provide timely service
  • Competence - Knowledge and skill to perform service
  • Courtesy - Polite, respectful and friendly personnel
dimensions of service1
Dimensions of Service
  • Credibility - Trustworthiness of provider, serving customers best interest
  • Security - Freedom of danger or risk. Provide appropriate confidentiality
  • Access - Approachability and ease of contact
  • Communication - Informing customers of process and procedure. Transparency
dimensions of service2
Dimensions of Service
  • Empathy - Individualized attention. Recognizing and building relationships
  • Diversity (applies to all Dimensions) - Recognize the social, cultural and systems of oppression and privilege
prioritize internal and external signage a campus signage plan
Prioritize internal and external signage - a campus signage plan
  • Increase ability to navigate campus environment
  • Way finding displays
  • Building signs
  • Consistent office numbering
  • Stairwell and elevator directional signs
comprehensive training modules to meet dimensions of service
Comprehensive Training Modules To Meet Dimensions Of Service
  • Modules
    • Group training
    • On-line training
  • Training for all employees, regardless of discipline and service function
  • Assessment of competencies and knowledge of Dimensions of Service. Levels of training should be distinguished for type of service provided. (Front desk versus academic advising).
  • Like-function training – service function offices combined training
    • Develop collaborative partnerships
    • Share resources on training
  • Develop a cross-functional implementation and training team.
alignment of service units across campus
Alignment of Service Units across Campus
  • Centralization of core student services (i.e. Financial Aid, Business Office, Career Services)
  • Consider the development of “Service Center” concepts for core student services.
  • Make alignment of service units core to the planning decisions of campus planning.
extend dimensions of service into the classroom
Extend Dimensions of Service into the Classroom
  • Assist in improving student engagement in and outside the classroom.
  • Support an ethic of learning for the entire campus (in particular the classroom) by implementing a positive ethos of service.
  • Design a classroom service ethos that encourages respect and understanding diversity in student body - acknowledging cultural backgrounds and learning styles.