Let me take this opportunity to inform you about the upcoming International Conference on Service Science, Management and Engineering in Dubai from 29 – 31 January 2012. The aim of this conference is to bring together leading academic scientists, researchers and scholars to exchange and share their experiences and research results about all aspects of Service Science, Management and Engineering, and discuss the practical challenges encountered as well as the solutions adopted: http://www.waset.org/conferences/2012/dubai/icssme/

In case you have any general questions about the blog please feel free to contact me or Johannes Boegershausen, as we are jointly responsible for this blog.

The opening of the Service Science Café was held by Prof. Gaby Odekerken-Schröder, the Scientific Director of the Service Science Factory. She welcomed approx. 80 guests from various companies and academic institutes and thanked them for their contribution in the last 1,5 years. She then continued with outlining the successes SSF achieved in the project area (23 successful projects), educational pillar (seminars, courses) and research field (3 new PhDs and 1 soon to be finished dissertation in December).

After the official opening the guests had time to walk through the building and experience the projects of the past 8 weeks. In interactive discussions with project members the guests got to know the project process and outcomes. Three projects were featured: Océ – A Documentary from 2020; General Practitioners and ReSQ-A Service Recovery Quality Instrument. During a nice lunch all attendees had the possibility to network and exchange ideas.

We thank all guests for their attendance and for making this event such a success. We are looking forward to welcoming you at our next Service Science Café on Friday 23rd March 2012 in our new building located on the Tongersetraat 6 in Maastricht.

In this Café setting the team presented the findings of the last 8 project weeks: their journey into the future. Collecting a lot of information, doing qualitative interviews, extensive literature reviews and creating future scenarios was only the start of the project. How to look into the future and how to do this in an interactive manner with a multidisciplinary team, turned out to be the heart of the project. At this point in time ‘Futurize’ was born: plot your insights – create your vision. With the help of gathered insights in three different areas (consumer behavior, emerging technologies, societal trends) insight cards were crafted. By connecting different insights and creating a future vision map with a team – every group and company can create their future vision. With the help of personas and specific questions, the players can have meaningful discussions around specific topics/visions. This vision can build the basis for strategic actions and represents a shared understanding.

At the Document Services Café, participants from Océ and other companies actively played ‘Futurize’ and brought it to life. Have a look at the impressions of the day and be an ‘insight hunter’ by posting new insights and interesting articles to @futurizeinsight on Twitter.

If this raised your interest and you would like to try out ‘Futurize’ yourself you’ll have the unique opportunity to play with us at the Service Science Café on 9th December 2011 at the Service Science Factory. We are looking forward to create the future with you!

Photo gallery

Participate in the case competition for the Service Innovation Award 2011 and develop an innovative service delivery strategy for the logistic expert in the aviation industry!

In a case competition your (interdisciplinary) team of 1 – 3 members competes with students from RWTH Aachen, KISD Cologne International School of Design and Maastricht University.

The project kick-off will be onsite in Frankfurt – transportation from Aachen will be taken care of.

Build your career network with establishing valuable contacts to Lufthansa, get the rare opportunity of doing an internship at one of Lufthansa’s sites and win prizes for each of your team members:

1^st prize: iPad2 and internship

2^nd prize: Lufthansa luggage set

3^rd prize: iPod shuffle

Moreover, the winning team will be awarded the Service Innovation Award 2012 of the Walter-Eversheim-Foundation!

Registration deadline is 5 December 2011.

For more information and registration please visit the following link.

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.

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

• 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…

In this workshop Birgit Mager presented her definitions of design and service design. She also introduced us to the 10 rules of service design. In a practical workshop we were able to put our newly gained knowledge into practice and we had to (re)design a rental car experience. For those who were not able to join: we will soon upload the presentation so you can have a look, too!

Download

Presentation by Jos Lemmink
Brochure DSV symposium

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