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.
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
service, solution, innovation, business model, optimization, process
|✔ Specialist skills||Intercultural skills||Communication skills||✔ Critical thinking skills||✔ Practical and/or problem-solving skills|
Lectures, in-class discussion, and group work will be conducted.
|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|
No textbook. All materials will be provided.
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
Final report (80%), Group presentation (20%)