htsf 2012 laine kainu presentation pub
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Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Service innovation and transfer of service competence in collaboration between Higher Education and entrepreneurial firmsD.Sc Kari Laine & Mr. Ari-Pekka Kainu
Satakunta University of Applied Sciences
Finland
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
ServiTrans Project
• 12 months (16 –months) RDI project: 1.1.2011 – 30.06.2012
• Budget: 60 000 €–Research from Tekes: 36 000 € (The Finnish Funding
Agency for Technology and Innovation)–Own contribution: 24 000 €
• In cooperation with Seinäjoki University of Applied Sciences, SC - Research and local small and medium-sized enterprises SMEs)
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Main objectives
• To help SMEs to develop value-adding services for their clients by increasing relevant skills and competences
emphasis on developing existing models and tools further
• Effective cooperation models between universities of applied sciences and local SMEs
both SMEs and UAS to benefit from the achieved results.
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Research questions
1. What is the importance of service-skills and competences now and in the future?
2. How can we develop service skills together with SMEs?
3. How should we transfer service skills between organisations or individuals?
4. What is the importance of service skills in promoting service-related innovations?
Genuine and effective cooperation with SMEs will help UAS to understand SMEs’ challenges. Therefore, finding solutions will be easer.
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Partner Firms on Satakunta Region
• Loiste Marika Raitaniemi www.loiste.net
• Kumppania Oy www.kumppania.fi
• EMDIA Oy www.emdia.fi
Wellfare, Communications and ICT
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Research Questions1. What is the meaning of service competence in the future
2. How to develop service competences together with SMEs
3. How to transfer service competence
4. What is the role of service competence in the development of service innovations
Good interaction with SMEs helps university to understand the challenges faced by SMEs and also makes it easier to find solutions for SMEs
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
ActionsWork packages:
1. Defining context for research Compact literature review Mapping out existing service-related tools and models
2. Empiric field work for testing and further developing existing innovation tools and models 6 workshops
3 on Seinäjoki region 3 on Satakunta region + development team meetings
3. Summary of best practices and sharing the results
National seminar on Helsinki region, several regional meetings and one regional seminar
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Challenges listed by firms
1. Service innovation process modeling
2. Making services tangible
3. Creation of service concepts
4. Standardization of services
5. Development of existing services and creation of new services
6. Development of full service concepts
7. Selling total solutions to customers
8. Making service concepts more concrete for the customers
9. True understanding of the customer needs
10. Development of the service innovation process from the knowledge transfer and effectiveness point of view
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Challenges listed by firms
1. How to make service a product and how to model the service innovation process
2. How to create sustainable/scalable concepts and make service quality stable
3. Development of existing services and development of new ones (from incremental to radical)
4. Development of total concepts
5. Selling total concepts to customers
6. How to make complex and intangible services tangible for customers
7. How to ensure that it is understood why customer wants the service
8. How to develop processes to better transfer and share knowledge, and how to be more effective at the same time
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Actions of empirical WP
Three workshops and several development meetings between
them
To use methods already tested but applied in new ways
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Workshop 1
SUAS international week: Learning Cafe method– Participants: 24 experts from 8 countries– Entrepreneurs, teachers, researchers, managers
– Entrepreneurs presented their business case and 2-3 challenges in 10 minutes
– Solving challenges, presentations and group discussions
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Experiences on workshop 1
1. Requires good preparation
2. Good discussions, creative response
3. Maybe even more specific challenges would have been possible, maybe with more concrete business cases
4. Unique opportunity for entrepreneurs
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Development meetings
• During the project several development meetings were held
• Open for all participants
• In second meeting entrepreneurs got an idea about collaborative communication tool and service
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Aplication of 4D method
Kainu & Laine 2012
Based on results of Workshop 1 and firms’ development work between the workshops
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Workshops 2 and 3
Appreciative Inquiry’s (AI) 4D circle, light and accelerated version1. Start from strengths
2. Create a vision
3. What is possible
4. Create a plan
½ day
½ day
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
”DJ Kuutio”
Kainu & Laine 2012
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Conclusions
1. AI method is applicable for service innovation and 4D cycle’s light version fits for SMEs but requires commitment and work between the workshops
2. The starting point may be the service itself but soon we end up developing the service process, competences, and management processes
3. Competences and knowledge must be combined
4. Transfer and development of service competences should be solution based
5. Lack of systemic development methods although development is daily
6. Time management is a challenge also in service development
7. Interaction accelerated learning
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Role of HEI
• Introduce new methods and models• Match problems and methods• Facilitate development process• Activate partners
• Foster networking
• Model collaboration• Define concepts• Tell the stories
Satakunnan ammattikorkeakoulu | Tekniikka ja merenkulku
Satakunta University of Applied Sciences | Faculty of Technology and Maritime Management
Thank You!
Contactkari.laine@samk.fi
ari-pekka.kainu@samk.fi
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