issip service innovation sig

12014 ISSIP and/or its affiliates. All rights reserved.

SIG Chair: Heather Yurko

Team Members: Patrick Consorti, Yassi Moghaddam, Haluk Demirkan, Jayden Yuen

10 June 2014

V 4.0

ISSIP Service Innovation Framework SIG Charter

2014 ISSIP and/or its affiliates. All rights reserved. 2

ISSIP

Problem & Goal Problem/Opportunity - What problem/opportunity is this project solving?

◦ Services are at a crossroads and there is a revolution coming. We will define and lead these shifts in Services Innovation, accelerating the platform that will solve these robust, industry-wide problems.

◦ Service is everything and is eating everything. This is all that will matter in the future: “No such thing as product – just something that delivers a service.”

◦ Individual more empowered, individual needs are more important.◦ Companies will fail if they don’t understand the consumer, or if they understand

them but don’t do the right thing quickly. Ability to pivot and be agile. Leverage

information about your consumers to provide tailored service. Goal - What is the overall goal of the project?

◦ Define Service 2.0 and provide a consumable framework that re/creates it.◦ Can leverage models already created, define how to implement, build upon this.◦ What is the differentiator between product + service innovation? Are the metrics

the same? ◦ Connection between people, process + tech for services innovation◦ Be a modest catalyst to this discussion – evangelization of this new heuristic.

Share it with the world, co-create it, make it real. You are the only limit.◦ You can’t create a viral video – you create a video so compelling it goes viral.

◦ Build a model of accelerators/incubators to create orgs that solve problems


ISSIP

Problem & Goal Objectives - What individual objectives as a whole lead to the attainment of the goal?

o Bringing people/experts together to learn and share information about Services Innovation.

o Approach VLAB for TBD event - Jayden

o Break silos/verticals/hierarchies. Bring everyone together. No judgment at the onset. (bring in UE, Design, Eng Lit, etc.) Ensuring that people from multiple industries are included for diverse perspectives.

o Grow our services innovation network.o Create the “7 layer stack” of Service Innovation o Grow the culture of Service Innovation (find examples of this)

o Heather (Cris Breswick) share the presentation from CIMSo Leverage connections to universities to bring in students – grow this base

for incubators/acceleratorso Patrick can share some information re: current work

o Invite incubators (Samsung/GoogleX) to present to us, network


ISSIP

Scope In Scope

Framework for broad Services Innovation (including ecosystem) Funding start-ups for these industries (crowd sourcing/ kickstarters)

Applied specifically to the following industries:• ITaaS, IT-enabled, General Smart Services (technology-enabled)

• Education

• Government

• Food Service

• Retail

• Consulting

• Health Care

• Smart Cities/Homes

Decision on the service innovation process


ISSIP

Scope Out of Scope

The following are outside the scope of this project: Limiting size or maturity of the organization (will be determined by industry-specific tracks at a later date)

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6

Goals Objectives KPI

How do we measure success?

By end of 2014

By end of 2015

By end of 2016

Define Service 2.0 and provide a consumable framework that re/creates it.

Can leverage models already created, define how to implement, build upon this.

Repository of main existing models (collection of presentations, white papers, etc.)

Set up framework 3-4 docs in

All docs in X% team usage and reference of docs

What is the differentiator between product + service innovation? Are the metrics the same?

Detailed comparison/white paper, Presentation specifying what is missing from current models

Analysis + outline, Open forum, feedback and idea collection

At least one white paper published

Connection between people, process + tech for services innovation

Ensure framework/white paper includes this explicitly; are bringing this into each industry segment? Is it part of our culture? Do we trademark it, ensuring differentiation?

Be a modest catalyst to this discussion – evangelization of this new heuristic. Share it with the world, co-create it, make it real. Stimulate vs. dictate

White paper, conferences, blogs, short youtube videos, booklet/ pamphlet, twitter other social media conversation (BI on click throughs, social inputs, etc.), hackathon creation, sig community on linkedin, twitter handle

Twitter handle, linkedin group

Early 2015 hackathon with corp sponsorship + college participation, white paper

You can’t create a viral video – you create a video so compelling it goes viral.

Success Criteria




By end of 2014

By end of 2015

By end of 2016

Build a model of accelerators/incubators to create orgs that solve problems

grand challenge competitions

Bringing people/experts together to learn and share information about Services Innovation.

SIG speaker guests

Approach VLAB for TBD event - JaydenBreak silos/verticals/hierarchies. Bring everyone together. No judgment at the onset. (bring in UE, Design, Eng Lit, etc.) Ensuring that people from multiple industries are included for diverse perspectives.

Service Innovation Awards for companies, universities, research centers, cities, governments, etc.

Grow our services innovation network. Sig membership

Success Criteria




By end of 2014

By end of 2015

By end of 2016

Create the “7 layer stack” of Service Innovation

ceritification, influencing standard bodies (perhaps related to IoT,and Big Data), generic template, instances for healthcare, finalcials, retail, education, etc.

Grow the culture of Service Innovation (find examples of this) AwardsLeverage connections to universities to bring in students – grow this base for incubators/accelerators

Grand challenge competions,

Invite incubators (Samsung/GoogleX) to present to us, network

Success Criteria


ISSIP

Risks

Obsolescence: track identified too narrow or not following rapid change on the topic

Lack of support from core group at initial stage of SIG formation

Lack of interest for larger group, evangelization, influence

Format of collaboration not appropriate to achieve goal

Diversity of views, dissenting opinions, governance

Lack of originality, vision or value add (keeping it fresh)

Inability to create a comms/change management plan due to broadness of potential industries involved


ISSIP

Assumptions What has been assumed that makes the goal attainable?

Will be able to tap a true source of advantage (network and resources for each industry - leverage people on the team)

Positional advantages

Special capabilities

Will be granular about where to begin – start with the finest possible objective segmentation of the industries

We will set expectations together instead of haivng rules (empower everyone to work on their area of passion

While we will aim for quantified, assignable goals with individuals or groups, we will: Break into phases

Assign key leads who are accountable

understand that people have work outside of this SIG, patience will be needed around when deliverables need to be in – no guilt trips

We will aim to accomplish goals in a timely matter + set deadlines

This will be fun – a highlight of the week outside of daily work/classes


Constraints What constraints must be considered for this project?

Resources

Time/Attention of current resources

Finding industry-specific resources

Retention

Funding


Deliverables What will this project deliver? (Tangible/ Intangible)

- Note for the members: May be we can do literature review and collect best practices during the first year

- Inventory (collection) of existing service-innovation models, methods & processes.

- Definitions for service innovation, servitization, service orientation, service systems etc. (some of these are already exist in the literature)

- Gap analysis (current vs. needed documentation)

- A high level conceptual model for service innovation (similar to project management institute process groups)

- A list of knowledge areas for service innovation (similar to project management institute process groups)

- X presentations from the experts


ISSIP

Timeline


ISSIP

Resources What financial, personnel, and material resources will

be needed? (Tangible/ Intangible)• FINANCIAL

•PERSONNEL

•MATERIAL RESOURCES

•Stakeholders


ISSIP

Next Steps

issip service innovation sig

Services

culture of service innovation

tailored service

services innovation

problems2014 issip andor

network2014 issip andor

issipproblem goal objectives

individual objectives

later date2014 issip