英國曼徹斯特大學商學院 (Manchester Business School, The University of Manchester)
服務研究中心所撰寫的案例集
其中蒐羅了總共 28 個全球服務創新的 Case Study
台灣的遊戲產業個案也被收集在其中
http://www.ssmenetuk.org/docs/ServiceInnovation_CaseBook_pre_conference.pdf
Contents Introduction …………………………………………………………………………………………………………….. 5
Theme 1: Business Model Innovation …………………………………………………………………………… 7
Case Study 1: Innovation by Intermediation: The Case of New Business Model design for the Tooling Machine Sector …………………………………………………………………………… 8
Case Study 2: Service Innovation: Case Study on the Spa and Med Beauty at The Saujana … 11
Case Study 3: Survive by “Servicisation”: A Multiple-case Study of Taiwanese Video Game Industry ……………………………………………………………………………………………….. 14
Case Study 4: Service Innovation in Chinese Aviation Industry: The Case of Chinese Low Cost Carriers ………………………………………………………………………………………… 17
Case Study 5: Innovation in China’s Mobile Multimedia Broadcasting Service …………………….. 20
Case Study 6: Sustainable Procurement in the UK Public Sector ………………………………………. 22
Case Study 7: Innovation Perspectives of a Personal Financial Services Call Centre…………… 24
Case Study 8: Optimisation of the Clients’ Warehouse Logistics – A KIBS-type Service in the Manufacturing Context…………………………………………………………………………… 27
Case Study 9: (Revisiting) Servitization: When is Service Oriented Business Model Innovation Effective?……………………………………………………………………………… 30
Theme 2: The Organisation in Its Environment……………………………………………………………. 33
Case Study 10: The Role of Boundary Objects in Public-Private Innovation Networks: The Story about Næstved Health School………………………………………………………… 34
Case Study 11: A Platform Innovation in Public Service……………………………………………………. 37
Case Study 12: Understanding Drivers of Customer Satisfaction in the Social Housing Sector: One Vision Housing’s Operational Approach and Achievements to Date…………………………………………………………………………………………………….. 39
Case Study 13: Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance…………………………………………………………………. 42
Case Study 14: Public-Private Innovation Network in Knowledge Intensive Services. Coproduction or Technological Lock-in? FARMSTAR, A Case Study in Advisory Services for Farmers……………………………………………………………………………… 44
Theme 3: Innovation Management within an Organisation…………………………………………… 47
Case Study 15: On the Balanced Service System as a Business Strategy for SME Gazelle Growth…………………………………………………………………………………………………. 48
Case Study 16: TrusTECH – Innovators in the Field Of Innovation…………………………………….. 51
Case Study 17: Information Technology Enabled Business Platforms ………………………………… 53
Contents Theme 4: Process Innovation ………………………………………………………………………………………56
Case Study 18: Soft Systems Methodology and Innovation………………………………………………..57
Case Study 19: Opportunities to Improve Health Visiting Services through Lean Thinking……..60
Case Study 20: e-Government Service Provisioning and Adaptation by End Users ………………63
Case Study 21: Including Customer Representatives in the Development of the Service Innovation “Model” for an Insurance Company …………………………………………..66
Case Study 22: “SMS for Life” Pilot – Roll Back Malaria (RBM) Partnership………………………….69
Theme 5: Technology Innovation…………………………………………………………………………………71
Case Study 23: Chasing the Long Tail: Growth through Personalised Telecoms Services……..72
Case Study 24: Achieving Service Innovation through a Health Education Programme: Insights from Working with South Asian Women ………………………………………..75
Case Study 25: The Benefit of Knowledge Sharing: A Case Study of Real Estate Brokerage Service………………………………………………………………………………………………….78
Case Study 26: Using Virtual World Technology to Deliver Educational Services………………….81
Case Study 27: Partnering for Technology-led Innovation to Deliver Enterprise Service Innovation – Ultra High Resolution Seismic Sensing Solution……………………….84
Case Study 28: Meeting in Web Browsers: The PowerMeeting Real-Time Collaboration Service………………………………………………………………………………………………….87
服務研究中心所撰寫的案例集
其中蒐羅了總共 28 個全球服務創新的 Case Study
台灣的遊戲產業個案也被收集在其中
http://www.ssmenetuk.org/docs/ServiceInnovation_CaseBook_pre_conference.pdf
Contents Introduction …………………………………………………………………………………………………………….. 5
Theme 1: Business Model Innovation …………………………………………………………………………… 7
Case Study 1: Innovation by Intermediation: The Case of New Business Model design for the Tooling Machine Sector …………………………………………………………………………… 8
Case Study 2: Service Innovation: Case Study on the Spa and Med Beauty at The Saujana … 11
Case Study 3: Survive by “Servicisation”: A Multiple-case Study of Taiwanese Video Game Industry ……………………………………………………………………………………………….. 14
Case Study 4: Service Innovation in Chinese Aviation Industry: The Case of Chinese Low Cost Carriers ………………………………………………………………………………………… 17
Case Study 5: Innovation in China’s Mobile Multimedia Broadcasting Service …………………….. 20
Case Study 6: Sustainable Procurement in the UK Public Sector ………………………………………. 22
Case Study 7: Innovation Perspectives of a Personal Financial Services Call Centre…………… 24
Case Study 8: Optimisation of the Clients’ Warehouse Logistics – A KIBS-type Service in the Manufacturing Context…………………………………………………………………………… 27
Case Study 9: (Revisiting) Servitization: When is Service Oriented Business Model Innovation Effective?……………………………………………………………………………… 30
Theme 2: The Organisation in Its Environment……………………………………………………………. 33
Case Study 10: The Role of Boundary Objects in Public-Private Innovation Networks: The Story about Næstved Health School………………………………………………………… 34
Case Study 11: A Platform Innovation in Public Service……………………………………………………. 37
Case Study 12: Understanding Drivers of Customer Satisfaction in the Social Housing Sector: One Vision Housing’s Operational Approach and Achievements to Date…………………………………………………………………………………………………….. 39
Case Study 13: Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance…………………………………………………………………. 42
Case Study 14: Public-Private Innovation Network in Knowledge Intensive Services. Coproduction or Technological Lock-in? FARMSTAR, A Case Study in Advisory Services for Farmers……………………………………………………………………………… 44
Theme 3: Innovation Management within an Organisation…………………………………………… 47
Case Study 15: On the Balanced Service System as a Business Strategy for SME Gazelle Growth…………………………………………………………………………………………………. 48
Case Study 16: TrusTECH – Innovators in the Field Of Innovation…………………………………….. 51
Case Study 17: Information Technology Enabled Business Platforms ………………………………… 53
Contents Theme 4: Process Innovation ………………………………………………………………………………………56
Case Study 18: Soft Systems Methodology and Innovation………………………………………………..57
Case Study 19: Opportunities to Improve Health Visiting Services through Lean Thinking……..60
Case Study 20: e-Government Service Provisioning and Adaptation by End Users ………………63
Case Study 21: Including Customer Representatives in the Development of the Service Innovation “Model” for an Insurance Company …………………………………………..66
Case Study 22: “SMS for Life” Pilot – Roll Back Malaria (RBM) Partnership………………………….69
Theme 5: Technology Innovation…………………………………………………………………………………71
Case Study 23: Chasing the Long Tail: Growth through Personalised Telecoms Services……..72
Case Study 24: Achieving Service Innovation through a Health Education Programme: Insights from Working with South Asian Women ………………………………………..75
Case Study 25: The Benefit of Knowledge Sharing: A Case Study of Real Estate Brokerage Service………………………………………………………………………………………………….78
Case Study 26: Using Virtual World Technology to Deliver Educational Services………………….81
Case Study 27: Partnering for Technology-led Innovation to Deliver Enterprise Service Innovation – Ultra High Resolution Seismic Sensing Solution……………………….84
Case Study 28: Meeting in Web Browsers: The PowerMeeting Real-Time Collaboration Service………………………………………………………………………………………………….87
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