Case Studies in Service Innovation Workshop

CSSI (Tuesday, 26.06.2012)
8:30-9:30 Registration
9:30-9:40 Opening and Welcome
9:30-11:00 Keynote Presentation

Disruptive Business Platforms; a technique for using sustainable technical innovation to deliver growth
Sarah Greasley, IBM Distinguished Engineer
11:00-11:30 Coffee break
11:30-13:00 Session 1 Case Studies
Chair: Dr Babis Theodoulidis, Manchester Business School, UK

Case Study Presentations (15 mins per presentation):

Case Study 1: The Reverse Side of Servitization: An Orthopaedic Case Study
Ivan Velikanov , Mairi Macintyre, Michael McMahon, John Naybour, Sam Arkle, Jannis Angeli

Case Study 2: A Service Revolution In Fasteners: The Story of Two Businesses with the Same Goal But Very Different Strategies
Nick Frank

Discussion: cross case learning (15 mins)

Case Study 3: R&D and Innovation Organization within KIBS
Oihana Basilio

Case Study 4: Innovation in KIBS: Lessons from University-Based Business Incubation Center in Taiwan
Mei Hsiu-Ching Ho, Alger Lee and Yee-Man Lai

Discussion: cross case learning (15 mins)
13:00-14:00 Lunch
14:00-15:30 Session 2 Case Studies:
Chair: Dr Yin Leng Tan, Henley Business School, UK

Case Study Presentations (15 mins per presentation):

Case Study 5: “Meeting with Bill”- Innovation Process of Establishing Enterprise Culture and Enhancing Service Quality
Chien-Lung Hsu, Jia-jen Ni, Ming-Chien Chiu, Hsi-tzu Chen

Case Study 6: A Global Impact Service Innovation: The Case of Geological Survey Activity
Victor Liger, Florie Bugeaud, Antonio Guillen, Dominique Morin, Paul Pietyra

Discussion: cross case learning (15 mins):

Case Study 7: Knowledge Intensive Processes Characteristics and Improvement: A Banking Best Practice Example
Vaughan Mitchell

Case Study 8: Opportunities and Challenges in Financial Markets Integration: The MILA Case
David Díaz, Andrés Araya

Discussion: cross case learning (15 mins)
15:30-16:00 Coffee break
16:00-17:20 Panel Session: Future Service Innovation
Chair: Prof Linda Macaulay, Manchester Business School, UK

Sarah Greasley, IBM, UK
Mairi Macintyre, University of Warwick, UK
Erik Proper, Henri Tudor, Luxembourg
Nick Frank, Noventum Service Management

Panel Topics:
What sources of innovation are likely to come to the fore in the future?
What role will Information Systems Engineers play in future service innovation?
17:20-17:30 Closing Remarks

Workshop organisers:

  • Babis Theodoulidis, Centre for Service Research, Manchester Business School, University of Manchester, UK
  • Linda Macaulay, Centre for Service Research, Manchester Business School, University of Manchester, UK
  • Yin Leng Tan, Informatics Research Centre, Henley Business School, University of Reading, UK

Programme committee:

  • Youakim Badr, INSA Lyon, France
  • Pere Botella, Universita Polytecnica de Catalunya, Spain
  • Hansjoerg Fromm, Karlruhe Institute of Technology, Germany
  • Kazuyoshi Hidaka, Tokyo Institute of Technology, Japan
  • Pedro Hidalgo, University of Chile, Chile
  • Michael Lyons, BT Innovate & Design, UK
  • Kecheng Liu, Henley Business School, UK
  • Vaughan Michell, Henley Business School, UK
  • Ian Miles, Manchester Business School, UK
  • Hamid Motahari-Nezhad, Hewlett-Packard, USA
  • Steve Street, IBM Global Technology Services, UK
  • Marja Toivonen, VTT Technical Research Centre, Finland
  • Jennifer Wilby, Hull University Business School, UK
  • Hossein Seif Zadeh, Royal Melbourne Institute of Technology, Australia
  • Liping Zhao, University of Manchester, UK

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