Presentation hold on Friday, 8th of July 2016 at JOSEPHS. http://www.josephs-service-manufaktur.de/ http://dmpe.github.io/PapersAndArticles/ServiceInnovation

1. University of Erlangen-Nuremberg
Information Systems I
Innovation & Value Creation
Prof. Dr. Kathrin M. Moeslein
Service Innovation
JOSEPHS – The Service Manufactory, 8th of July 2016
Increasing service efficiency/effectiveness for corporate client
at JOSEPHS
Group 2
Dmitrij Petrov
Denis Feldmann

2. 2
Agenda
1. The Service Manufactory
2. Definition of Service Productivity
3. Six Sigma & suggested ideas
4. Conclusion

3. 3
Lecture 8, slide 50
JOSEPHS – The Service Manufactory

4. 4
Definition of Service Productivity
Grönroos and Ojasalo (2004), Biege et al. (2013), Graphic adapted from Iannone & Nenni (2013)
• Productivity = efficiency + effectiveness
• In services, we need to look on both JOSEPHS and co-creators
ProductivityActual input
Reference input
Actual output
Reference output
Efficiency Effectiveness
Reference
Productivity
Input OutputTransformation
process

5. 5
Six Sigma - DMAIC methodology
Define Measure Analyse ControlImprove
Problem:
Low
engagement
Only 500
co-creators
engage for
> 20 min
Why do
not more
people
engage
intensively?
Motivate
co-creators
Monitoring
D M A I C

6. 6
Suggested ideas to improve effectiveness
• Increase exactitude of questions
Lowers bias and variation of answers
• Possibility to suggest co-creator’s preference
(company, technology, product/service)
 Top voted companies will be asked to exhibit
Improving JOSEPHS’ questionnaires Gamification based incentive system
Image source: virtuallawpractice.org
• Rewarding the best co-creators after 3 months
Motivates to provide qualitative feedback
• Rewards are sponsored by companies
• Co-creators can check their score on
leaderboards
 Co-creators compete against each other

7. 7
Conclusion
• Focused ourselves to increase JOSEPHS’ effectiveness
• Used 6σ to improve questionnaire and introduce an incentive system
Xbox Live
Image source: gameondaily.com, josek.net