Master | Course | Nov ’21 – Jan ’22
Service Innovation Management
Department
Innovation
Management
Type
Elective
Team
Danny Scheffer
Julia Hendrickx
Kelly Chen
Ilgaz Baykal
IN SHORT
The primary objective of this course was to help prepare to function as an effective manager in the service economy. This course made me more aware of the nature and characteristics of services and service innovation, more knowledgeable about the way services need to be managed due to their intangible core, and more conscious of service quality, the foundation of successful services management.
We learned how to apply theories in practice, particularly by analyzing the current service (innovation) process of firms in both B2B and B2C markets, explaining which improvements should be made and why these would be effective.
The course consisted of 4 small class exercises, 2 report and an exam. In the class assignments, we addressed the advantages and disadvantages of servitization, service blueprinting, performance criteria for service innovation and servicescapes.
Report 1 analysed the servitization process at Vanderlande and introduced suggestions and a new business model on how to approach this. In report 2, a company’s dataset on employee performance was analysed and several hypotheses were tested. Finally, we engineer the optimal solution service system for the company
LEARNINGS
