2008 Service Experience Engineering Forum.
Taipei, Taiwan 28 November 2009
Along with the transformation of global economic focus to the service era, the significant growth of the service economy depends on the development of service innovation, most of the advanced countries therefore put great efforts to research various service development mechanism and projects, to assist the enterprises to increase the productivity of service economy by systematic service development methods. Due to the proactive facilitation in Europe on various "service R&D; methods", such as Living Labs, the percentage of IT enabled Services (ITeS) export revenue in Europe is globally leading.
The Innovative Digitech-enabled Applications & Services Institute (IDEAS) of the Institute for Information Industry (III), lead the "Innovative IT-enabled Application project" from Department of Information Technology (DoIT) of the Ministry of Economic Affairs (MOEA). The primary mission is to assist the industrial sectors to develop innovative services in a systematic way, so as to increase the success rate of new service development. It is proven that in new service development processes, two primary problems encountered in the Taiwanese industrial sectors are:
- 1. Lack of capability to obtain the insights of customers’ needs.
- 2. Lack of systematic methods for service R&D; and service design.
To solve the above-mentioned issues, this forum invites international well-known service design organizations, such as Engine and Live|Work from the UK and Fraunhofer IAO from Germany to share their methods and successful cases in service design. Further, Living Labs Global are also invited to share the methods and the outcomes of establishing Living labs for service innovation in mobile tourism and the mWatch Survey methodology to benchmark mobile readiness and competitiveness to lead service innovations. Living Labs Global emphasizes the open innovation environment for the users’ participation and interaction. This research and development model significantly decreases the time-to-market for innovative service development. In Europe many global well-known corporations, such as Nokia, proactively participated in such new model of service experiment. The open innovation of Living Labs is the new emerging method for piloting and developing services. In the year of 2003, Living Labs Europe was established, today operating as a global association. Until now it is successfully promoted to 15 countries, involving 24 cities and more than 350 companies or academic institutes to participate in this mechanism. Innovative service experiments are being promoted, with the aim of establishing a repeatable model for experimentation and providing more reliable product and service innovation mechanisms. Living Labs Global further seeks to enable the successful market penetration of the resulting innovative products / services.
This forum also invites the globally recognised Taiwanese industry leaders to share their successful experiences, in particular the service design methods. IDEAS of III will also share its Service Experience Engineering (SEE) methods and cases. The SEE methodology was developed through comprehensive analysis of the actual experience in service R&D; from the Taiwanese manufacturing and services sectors. It is a systematic process applicable to the service sector to develop innovative services. Research has shown, that the service success rate will be increased by 60% when enterprises adopt a systematic way to develop and design innovative services. Spontaneous creativity is no longer sufficient in the development of innovative services, instead a systematic method is required to increase the contribution of service economy.