2017 Innovation for service business

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Academic unit or major
Graduate major in Technology and Innovation Management
Instructor(s)
Maruyama Fumihiro 
Course component(s)
Lecture     
Day/Period(Room No.)
Intensive (田町CIC)  
Group
-
Course number
TIM.B530
Credits
2
Academic year
2017
Offered quarter
4Q
Syllabus updated
2017/10/4
Lecture notes updated
2017/12/10
Language used
Japanese
Access Index

Course description and aims

The instructor in this course lectures on innovation that transforms and improves service business through a scientific approach.

Service business occupies 70% of GDP in industrialized countries including Japan, where service business has been entering into the manufacturing industry.
The course consists mainly of four parts.
In the introductory part, an overview of the circumstances surrounding services is provided to define what services mean, with the service positioned as an essential component of solutions.
Although the service has been prevailing in society, it has not been fully understood partly because it is intangible. In the second part: analysis, we take an overview of such a backdrop of the service industry, identify characteristics of services, and present criteria to classify services.
In the third part: the mechanism, we illustrate business and optimization models as the mechanism aiming at the innovation of service business to overview a generalized service process.
In the fourth part: cases, approaches to innovation (business practice) both in Japan and abroad are introduced to students to seek the future direction of innovation. By introducing a number of initiatives being undertaken, the instructor aims to deepen students’ understanding through specific image. The difference in services between Japan and the western countries as well as the relationship between culture and service will be also presented.
In the final class, we will foresee the future direction of the service business innovation to conclude the topics covered in the course.

Student learning outcomes

Students will acquire the following abilities:
1) Be able to clearly define services in relationship to solutions and goods.
2) Be able to understand and analyze services which they are involved with from various aspects.
3) Furthermore, be able to address the innovation for the services which they are involved with

Keywords

service, solution, innovation, business model, optimization, process

Competencies that will be developed

Specialist skills Intercultural skills Communication skills Critical thinking skills Practical and/or problem-solving skills

Class flow

Lectures, in-class discussion, and group work will be conducted.

Course schedule/Required learning

  Course schedule Required learning
Class 1 Service as a solution Understand what solution is provided by your organization.
Class 2 Definition of service Understand what solution is provided.
Class 3 Shift to service innovation Understand the reason why service is getting attention.
Class 4 Characteristics of service Be able to explain the service provided by your organization.
Class 5 Categorize service Be able to explain the service provided by your organization.
Class 6 Service computing Be able to explain the service provided by your organization.
Class 7 Issues in service Understand issues of service provided by your organization
Class 8 Business models in service Understand issues of service provided by your organization
Class 9 Optimization model for service Understand issues of service provided by your organization
Class 10 Generalization process for service Understand the process of service provided by your organization
Class 11 Domestic cases Understand the process of service provided by your organization
Class 12 European cases Understand the process of service provided by your organization
Class 13 US cases Understand the process of service provided by your organization
Class 14 The relationship between culture and service Understand how to export your service
Class 15 Future direction and summary Be able to explain what you learnt

Textbook(s)

No textbook. All materials will be provided.

Reference books, course materials, etc.

Paul P. Maglio, Cheryl A. Kieliszewski, and James C. Spohrer “Handbook of Service Science (Service Science: Research and Innovations in the Service Economy)”, Springer, 2010

Assessment criteria and methods

Final report (80%), Group presentation (20%)

Related courses

  • TIM.B513 : Service Innovation I
  • TIM.B514 : Service Innovation II

Prerequisites (i.e., required knowledge, skills, courses, etc.)

None

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