presentatie madrid 20th february ifma 2007

19
FROM SLA TO ELA ‘EXPERIENCE LEVEL AGREEMENTS?’ © Experience Level Agreement project 20-02-2008, Madrid 1/20

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Page 1: Presentatie madrid 20th february ifma 2007

FROM SLA TO ELA

‘EXPERIENCE LEVEL AGREEMENTS?’

© Experience Level Agreement project 20-02-2008, Madrid 1/20

Page 2: Presentatie madrid 20th february ifma 2007

CONTENT

* Who am I?

* Why did I invite you?

* What are experiences?* What is the project about?

* Discussion about the project.

© Experience Level Agreement project 20-02-2008, Madrid 2/20

Page 3: Presentatie madrid 20th february ifma 2007

Why did I invite you?

1. I would like to inform you about the importance of Experiences within FM.

2. I would like to start a discussing about experiences in the FM work field, I need your experiences.

© Experience Level Agreement project 20-02-2008, Madrid 4/20

Page 4: Presentatie madrid 20th february ifma 2007

Experience in practice??

© Experience Level Agreement project 20-02-2008, Madrid 5/20

Page 5: Presentatie madrid 20th february ifma 2007

imagination + engineering=

IMAGINEERING

Creating experiences by using your imagination

( Re-inventing innovation.. Business logic from the experience perspective… )

© Experience Level Agreement project 20-02-2008, Madrid 6/20

Page 6: Presentatie madrid 20th february ifma 2007

PINE & GILMORE

© Experience Level Agreement project 20-02-2008, Madrid 7/20

Page 7: Presentatie madrid 20th february ifma 2007

Falk & Dierking

Physical Social

Personal

Environment- Office- Event hal

Others – people around you

Frame of reference- Eductation- norms/values (family & friends)

Source;‘’The museum experience’, Falk & Dierking.

© Experience Level Agreement project 20-02-2008, Madrid 8/20

Page 8: Presentatie madrid 20th february ifma 2007

Service or Experience??

© Experience Level Agreement project 20-02-2008, Madrid 9/20

Page 9: Presentatie madrid 20th february ifma 2007

Pike Place Seafood, Seattle

http://www.youtube.com/watch?v=h7tORf-DEyM

© Experience Level Agreement project 20-02-2008, Madrid 10/20

Page 10: Presentatie madrid 20th february ifma 2007

HOW CUSTOMERS THINK?

© Experience Level Agreement project 20-02-2008, Madrid 11/20

Page 11: Presentatie madrid 20th february ifma 2007

ZALTMAN (Harvard University)

Customer:

‘I would like that duck!”

FM:

‘Alright, we will get you that rabbit!”

Source;‘How customers think, Zaltman, HarvardBusiness School Press, 2003

© Experience Level Agreement project 20-02-2008, Madrid 12/20

Page 12: Presentatie madrid 20th february ifma 2007

ROLLERCOASTER

© Experience Level Agreement project 20-02-2008, Madrid 13/20

Page 13: Presentatie madrid 20th february ifma 2007

I-Pod

Example:Co-creation

Trends- Freedom

- Independance

© Experience Level Agreement project 20-02-2008, Madrid 14/20

Page 14: Presentatie madrid 20th february ifma 2007

THE PROJECT

© Experience Level Agreement project 20-02-2008, Madrid 15/20

Page 15: Presentatie madrid 20th february ifma 2007

RESEARCH QUESTION

© Experience Level Agreement project 20-02-2008, Madrid 16/20

Page 16: Presentatie madrid 20th february ifma 2007

PROJECT APPROACH

© Experience Level Agreement project 20-02-2008, Madrid 17/20

Page 17: Presentatie madrid 20th february ifma 2007

PARTICIPATING COMPANIES

© Experience Level Agreement project 20-02-2008, Madrid 18/20

Page 18: Presentatie madrid 20th february ifma 2007

CURRENT FINDINGS

Enjoy

Exceeding expectations

Positive energy

Matching perceptions

Humor Feel good

Emotions

FISHProgression

Economic Value

Communication

Trends

Inform

Share passion

Support

© Experience Level Agreement project 20-02-2008, Madrid 19/20

Page 19: Presentatie madrid 20th february ifma 2007

INTERESTED IN THE PROJECT?

I would like you to participate in the investigation

Or

Leave me your contact details and I will keep you posted!

http://www.experiencelevelagreement.com

© Experience Level Agreement project 20-02-2008, Madrid 20/20