Author Archive
Doctoral defence of Iraz Kilic
On Wednesday Dec. 21 2011 Iraz Kilic successfully defended her multidisciplinary, multi method PhD thesis on the role of communication in credence services. Service science enthusiasts and other guests witnessed a lively presentation and interesting discussion afterwards.[flickr album=72157629036916907 num=20 size=Thumbnail]
Service Science Cafe
After a successful 1½ years of Service Science Factory it’s now time to grow even further and move to a new building. We would like to take this opportunity to look back at what we have achieved and look forward to our new ambitious future. Of course, our success would not have been possible without your commitment, support and business – and therefore, we would like to share this special moment with you over a Service Science Café lunch.
Our next Service Science Café will take place at the Kapoenstraat 23, Maastricht on Friday, 9 December 2011 from 11:00 to 14:00.
Saying good-bye to our old building where it all began also implies that we are proud to soon welcome you at our new premises. Please already save the date in your calendar for the special “Housewarming Event” on Friday, 23 March 2012, 11:00-14:00 at Tongersestraat 6, Maastricht.
Programme and registration
You can find more information, as well as the registration form, here.
Services Blueprinting Seminar
The Services Blueprinting Seminar introduces you to a powerful and practical tool to visualize service processes within a company. The Blueprinting technique clearly illustrates service experiences from a customer’s perspective and is used to develop service improvements and innovations.
The one day seminar will provide you with the knowledge and technique to analyze, evaluate and improve your existing service processes – in a customer centric way. Our leading academic experts in the areas of Customer Centric Service Science and Service Quality will guide the seminar.
Specifically, you will learn to:
Determine all processes and sub-processes involved in a service offering
Specify crucial customer segments
Identify customer actions from start to end
Assess contact employee actions – onstage as well as backstage
Map all support processes as well as physical evidence needed to complete a service offering
More information and registration
If you would like to receive more information or register for the event, visit
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Service Science Factory for business…
Service Science Factory is an open space, where companies and researchers collaborate in service innovation. How can your company benefit from that?
• Your need for innovation is met by a team, consisting of your employees in addition to our researchers and students, so that accumulation of knowledge about innovation processes in your company is secured;
• Thanks to the project-based approach to innovation, you can survey and mobilize service innovation knowledge in your own company;
• You become a part of a network of companies and universities, giving you access to the expertise of other companies engaged in service innovation;
Learn more...
Sustainability workshop for MBA alumni
A group of 25 MBA alumni attended SSF's sustainability workshop and developed their own sustainable and creative service concepts for the ENCI quarry.
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New projects
Service Science Factory started the new academic year with two new projects, conducted together with partners from Océ and the Faculty of Health, Medicine and Life Sciences of Maastricht University. During the next eight weeks the teams of students, researchers and business professionals will work on creating complete service prototypes or solutions, which will be presented during the next Service Science Café.
The detailed descriptions of the projects can be found below.
Relationship management in the health sector
The department of general practitioners of the Maastricht University Health faculty is responsible for training and educating skilled future general practitioners. For this, close co-operation with existing general practitioners is of high importance. Practices of general practitioners provide internship possibilities to students and are involved in education and research at the Health faculty.
At the moment however, only a limited number of general practitioners are actively involved in education, training and research. In order to guarantee the quality and quantity of future general practitioners, active involvement is desirable.
This project will focus on identifying different types of general practitioners (personas) and the reasons for (un)involvement in the Health curriculum. Based on these outcomes, a new or improved structure or ‘landscape’ for managing relationships with ...
Returning to Service Science Factory
by Sudeep K Krishnan
Just when I was uploading the pictures of the Service Science Cafe on July 8th, 2011 I just thought I would share the experience of returning to the Service Science Factory. When I go back to the last year, in January 2010 when the Netherlands for me was just the Amsterdam and the Hague there was a Professor from the Maastricht University at my university the Indian Institute of Management (IIM) Ahmedabad trying to explain a concept called the Service Science Factory and he needed PhD students to help them with the projects. I was fortunate enough to be a part of the first set of projects Service Science Factory handled. Even after I joined I had no clue what the project was about; all I knew was a company called Oce had to strengthen their services and wished to enter the students/education sector. This was just a beginning.
May to July 2010
Even though I had worked with a Multinational Organization for 22 months and I had finished two years of my MBA coursework which involved lot of team projects, I realized the marvel of team work at SSF. 8 people, 5 nationalities, 8 backgrounds and 1 task!!! ...
Service Science Cafe
On 8 July 2010 we presented the final results of the work of our project teams at ENCI in Maastricht. You can view the opening presentation and the photo gallery on our website.
Opening presentation
Gaby Odekerken - Schroeder
Download the presentation (PDF)
Photo gallery
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Success in Stockholm
It’s our pleasure to announce that Ioana Benjamin, one of the SSF team members of the ongoing
projects, was awarded the first prize in the Sustainergies Cup case competition. The Sustainergies Cup
is a sustainability competition that invites students from all disciplines to work on sustainability cases
for renowned companies. This year, PricewaterhouseCoopers Sweden challenged participants to come
up with innovative ways to further integrate sustainability in the company’s consulting services. Ioana
created a holistic solution for PwC, an online service for collaborative sustainability along the supply
chain. In using this tool, companies would have the possibility to monitor and evaluate their partners’
sustainability efforts and to share risk management.
“I have to say that I partly owe this achievement to the Service Science Factory. The PwC case, besides
being a challenge on sustainability, was a challenge on service design, and it was here that I learned all
about service innovation. I encourage students to apply for the upcoming projects of SSF, it’s a fantastic
learning experience and you never know where it may take you.”
Ioana Benjamin, SSF Project Team Member
Service Science Cafe
Four Service Science Factory project team have presented results of their eight-week long work at the Service Science Cafe meeting that took place on 1 June 2011 at AINSI (Art Industry Nature Society Innovation) Maastricht, a former warehouse of the ENCI cement factory.
Projects
Below you can see the videos and download the presentations showcasing the project results.
Kids University for Cooking
Presentation
Kids University for Cooking
Download the presentation (PDF)
Film
KU4C
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Total Quality Scan (LWV/Parkmanagement)
Presentation
Total Quality Scan
Download the presentation (PDF)
Film
Total Quality Scan
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Maastricht University Student Services Centre
Presentation
Student Services Centre
Download the presentation (PDF)
Maastricht University Library
The files will be available soon.
Photo gallery
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