Workshop Abstracts
Workshop on Local Practice—Hsinchu
Workshop Presenters: Fu-ren Lin (National Tsing Hua University, Taiwan, PI), Jau-ming Su and Min-chun Tsai (Chung Hua University, Taiwan, Co-PI), Chongwey Lin (National Chiao Tung University, Taiwan, Co-PI), Ken Peng (Minghsin University of Science and Technology, Taiwan, Co-PI)
Service science is a study of service systems. Service systems are value co-creation configurations of people, technology, and organizations connected by value propositions to achieve good quality of life. In order to demonstrate the value co-creation configuration of various service components and create a field for a service learning and research nearby an area where several scholars in different domain expertise from neighboring universities can work together to conduct service innovation projects, we selected Hengshan in Hsinchu County, a township resided with Hokka people nearby Hsinchu City. It takes 25 minute drive to arrive from Hsinchu City with Freeway transportation; however, it faces many issues which townships nearby cities face nowadays. The primary schools’ graduated students attend junior high schools in cities instead of staying in the local junior high schools due to the lack of confidence in future high school admission competition. The landscape mixed with hills and farm fields is beautiful, but cannot retain young workers to create economic value to exchange better incomes, which draws the township toward aging communities depending on social welfare. There is a unique railway branch connecting Hsinchu City and High Speed Rail Station with 5 railway stations in Hengshan, which could be used to bring the outside tourists including international tourists to this beautiful country side. However, with given infrastructure, how can current service systems, such as agriculture, transportation, healthcare, tourism, and education systems, be integrated to create a new value system, so that the township become an economically viable, environmentally sustainable, and culturally rich place to exchange value with outside world, including international tourists.
To accomplish this vision, professors from four universities in Hsichu region worked together by contributing their expertise in transportation, digital media communication, education, and organic agriculture. With the joint effort and the collaboration with local institutes and individuals, several encouraging results have been generated. In this presentation, they will update the progressive outcomes and lessons learned from the practice. Moreover, they would like to seek the feedbacks from audiences in order to enrich the future development of Hengshan service systems with its neighboring townships. Hopefully, the experiences and accomplishments obtained from Hengshan could be used as an example for other township service innovation projects in near future.
Workshop on Service Science Case Writing
Workshop Leader: Ming-Kuen Chen
Workshop Presenters (Case Title):
Fu-Ren Lin (Service experience innovation with advanced technologies: the case of Dream Pavilion), Ming-Kuen Chen (HCT Logistics – Marketing Channel Insights for Fruit Growers), Fen-Hui Lin and Yi-Jen Fan (Collecting Points Is Fun: The Case of Open Life), Don Jyh-Fu Jeng (Yoho Beach Resort [A] – The Service Innovation), Fei-Fei Cheng and Tzu-Shan Liu (Intellectual after-sales service system-The case of Victor Taichung Machinery Works Corporation), Jyun-Cheng Wang and Cheng-Hsin Chiang (From Online to Offline: The Innovative Service Design of UrBox), Pei-Hsuan Hsieh (A Road Map to Achieve Manufacturing Services - Power Sleep's Sleep Service Management)
Service Science Society for Taiwan (S3TW) conducts a workshop on service science case writing. The purpose of the workshop is to analyze the issues and solutions of real practice on service science. The results can have teaching and managerial implications for universities and industries. S3TW hopes that this workshop can not only outspread the multidisciplinary spirit of service science, but advance the quality improvement of case teaching and writing. S3TW expects to be the platform of case study to further link up academic research and real world practice in service science.
Workshop on Local Practice—Kaohsiung
Workshop Presenters: Jack Hsu and Shu-Chin Ho
Kaohsiung Harbor is the world's second busiest international container port, and areas near Kaohsiung Harbor are benefited from import and export businesses. Take Yencheng district as an example, it was considered the most well-developed place in Kaohsiung city during 1970 and 1990, and Kuchan shopping center, which was also located in Yencheng district, contained the most popular retailing stores. However, the importance of Kaohsiung Harbor has decreased significantly and, as a result, population in Yencheng district declines from more than 100 thousands to less than 30 thousands. Facing Yencheng district's decline, recently the government decides to reform the harbor area in order to revive and prosper local features. For example, several neglected warehouses have been transformed into art clusters. Besides, important constructions, including light rail system, marine culture and pop music center, Kaohsiung porting and cruise service center, and Kaohsiung exhibition and convention center are all under going.
While the government takes measures to improve the development of Yencheng district, we believe that software, such as better service design, is also needed and complementary to the development of hardware. Drawing on this urgency, we launched a research project to understand the shortcomings of current services and to explore possible solutions which are aimed at overcoming obstacles and further enhancing effectiveness and competence of the local enterprises and stores. Moreover, the way in which the old community is integrated with those new constructions for better benefits is what we are interested in as well.
Workshop on Service Design
Workshop Leader: Mike Wu
Workshop Advisor: Tung-Jung (David) Sung
The world’s major economy has gradually shifted from the manufacturing to service-focused businesses, comprising 70 percent to 80 percent of GDP in many developed countries. When developing new service, most of the practitioners and experts alike still employ the tools or methods developed from the manufacturing or the product development management. However, recent studies have advocated that service is different and requires an entirely new language.
Service design has become an emergent field in the rapid development of the service experience economy around the world. Through a systematic and iterative process of service design, it allows us to address on both the perspective of the users and the providers. In fact, service design is a holistic approach that focuses on the human-centered, multi-discipline, and integrative design activities. It aims at creating distinctive, valuable, and viable service experiences.
There are numbers of developed tools from different kinds of disciplines are applied to service design to facilitate the design process. By applying these methods, the organization or the companies are able to develop service that comprised of memorable touch-points, interactions, experiences, and social networks for the customers and to build up a share goal and valuable relationships between the stakeholders.
Thus, we focus on the wedding industry as the topic in this service design workshop. We hope that through the participation of design activities, the participants are able 1) to explore service gaps and define value propositions for the Wedding service; 2) to facilitate the participants to discovering service innovation opportunities for the Wedding service in Taiwan, and 3) to learn how to generate new service design concepts through the service design methods and tools in the future.