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ServiceDesign Jam Linz Satellite #1 von Glenn Oberholzer

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Was sind die Ingredienzien für einen erfolgreichen Workshop – aus VeranstalterInnen- und aus TeilnehmerInnen-Sicht? Wie kann man zielführende Workshops zum nicht angreifbaren Thema Dienstleistungen gestalten? Wie kann ein Meeting der Bezeichnung Kreativworkshop tatsächlich gerecht werden?
Darauf gibt Glenn Oberholzer, der erste Customer Focus Berater aus Zürich Antworten anhand zahlreicher Beispiele und praktischer Anwendungen.

Veröffentlicht in: Design
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ServiceDesign Jam Linz Satellite #1 von Glenn Oberholzer

  1. 1. Design Services. Create Experiences.! www.servicedesign-linz.at ServiceDesign Jam Linz 2015 Satellite #1 Glenn Oberholzer:! ServiceDesign Workshop 󿿨at ro󿿩! 27. Februar 2015! Design Services. Create Experiences.!
  2. 2. 1Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Global Service Jam Linz, 27. Februar 2015 Glenn Oberholzer | glenn.oberholzer@stimmt.ch Workshops, die rocken. Eine Einführung
  3. 3. 2Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Stimmt AG ist seit 1998 die erste Adresse, wenn es darum geht, Kunden und Nutzer ins Zentrum Ihrer Überlegungen zu stellen. Stimmt AG sind 13 helle Köpfe, engagiert, zupackend, systematisch, neugierig und kompromisslos dabei, den Menschen in den Mittelpunkt unternehmerischer Überlegungen zu stellen. Seit 15 Jahren geführt von vier Partnern mit Engagement, Freude für spannende Herausforderungen und einer gesunden Portion Pioniergeist. Lukas Karrer Dipl. El. Ing. ETH Glenn Oberholzer Dipl. El. Ing. ETH Stefan Leuthold Dr. phil. dipl. phys. Helmut Kazmaier Dipl. Ing.
  4. 4. 3Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Wir bewegen Ihr Unternehmen, indem wir helfen, eine kundenorientierte Unternehmenskultur zu etablieren. Kunden- orientierung verankern Angebote mit Kundenfokus entwickeln Interaktionen und Prozesse optimieren Wir untersuchen und verbessern bestehende Angebote, so dass beim Kaufen und Nutzen ein positives Customer Experience entsteht. Wir übersetzen unbefriedigte Kundenbedürfnisse in positive Unternehmensergebnisse. Wir optimieren oder innovieren Produkte und Services, die perfekt auf die Bedürfnisse Ihrer Kunden passen, Sie im Markt abheben und von der Konkurrenz schwer zu kopieren sind.
  5. 5. 4Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Was ist ein Workshop? Das nicht.
  6. 6. 5Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Was ist ein Workshop? Das nicht.
  7. 7. 6Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Was ist ein Workshop? Das schon!
  8. 8. 7Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Workshop, der [-s, wə k p], englisch, eigentlich = Werkstatt Kurs, Veranstaltung o. Ä., in dem bestimmte Themen von den Teilnehmern selbst erarbeitet werden, praktische Übungen durchgeführt werden. Quelle: Duden, www.duden.de Das tönt nach Kreativität!
  9. 9. 8Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Was ist denn Kreativität? Das passiert doch einfach... Frau Amabile forscht schon fast 40 Jahre daran und meint: nein. Westview Press, Boulder, Colorado, 1996 Teresa M. Amabile Professor of Business Administration and Director of Research at Harvard Business School
  10. 10. 9Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Ein Produkt oder eine Reaktion wird als kreativ angesehen, a) Wenn es sowohl neu ist und eine angemessene, brauchbare, korrekte und wertvolle Antwort auf ein Aufgabe ist b) Und die Aufgabe heuristisch und nicht algorithmisch ist. Quelle: Amabile, T.M. (1996). Creativity and Innovation in Organizations. Harvard Business School Course Note.
  11. 11. 10Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Kreative Lösungen entstehen im Zusammenspiel dreier Faktoren: Fehlt einer, kommen keine kreativen Lösungen zu Stande. Workshops setzen bei den “Creative-thinking Skills” an: Nur mit guten Werkzeugen und Methoden ist es möglich, kreativ zu sein. A B C Source: Amabile, T.M. (1996). Creativity and Innovation in Organizations. Harvard Business School Course Note.
  12. 12. 11Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Wen braucht’s denn in einem Workshop? Man nehme: •  Einige Leute, die die Sache verstehen •  1-2 Querdenker •  1 Moderatorin, die weiss, was sei tut •  und ganz viel intrinsische Motivation
  13. 13. 12Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Es geht | Banken und Versicherungen Das funktioniert doch nur mit Kreativen! Nein. Tolle Lösungen von Bankern, Lotteriemenschen, Versicherungsinspektoren, Stromproduzenten
  14. 14. 13Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Das braucht doch immer so viel Zeit! Nein. Source: Whatiflabs.org 1 Stunde, 5 neue Gesellschaften Lift Conference 15: Whatiflabs.org, Redesigning Society with people
  15. 15. 14Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Das passt ja super in den Human-Centered-Design / Design Thinking Prozess! Ja. Workshops (vor allem Kreativworkshops) passen in alle Phasen des Prozesses. Am prominentesten werden sie in der Ideate Phase eingesetzt, wenn es darum geht, viele Ideen zu erarbeiten. Source: SAP Understand Observe Define Ideate Prototype Test
  16. 16. 15Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Zum Abschluss | Resultat eines Workshops mit den Schweizerischen Bundesbahnen und dem Gottlieb Duttweiler Institut. 1d, 8 Leute. Viel Freude. Gute Ideen. Source: GDI
  17. 17. 16Stimmt AG | Workshops that rock – Global Service Jam, Linz | 27. Februar 2015 Los geht‘s!
  18. 18. Design Services. Create Experiences.! www.servicedesign-linz.at Danke. Facebook: fb.com/ServiceDesign.Linz! Twi󿿷er: @sdjlnz! Email: jam@servicedesign-linz.at! Präsentationen: slideshare.net/ServiceDesignLinz! !

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