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NEW SERVICE INNOVATION

NEW SERVICE INNOVATION. Kelompok 10 : Devi Ningtyasih Apriani (115020201111006) Galuh Ayu Pangastuti (115020201111007) Sulaiman Brahim (115020200111115). Growth In Services. Within the EU services now account for 60% of GDP ( Eurostat , 2006). huge growth in coffee bars,

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NEW SERVICE INNOVATION

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  1. NEW SERVICEINNOVATION Kelompok 10 : Devi NingtyasihApriani (115020201111006) GaluhAyuPangastuti (115020201111007) SulaimanBrahim (115020200111115)

  2. Growth In Services Within the EU services now account for 60% of GDP (Eurostat, 2006). huge growth in coffee bars, smoothie bars and hair salons? Growth in knowledge intensive business services (KIBS) Since 2003, shares in oil companies have doubled. Halliburton and Schlumberger, the world market leader for oil services, have more than tripled.

  3. Outsourcing dan pertumbuhan layanan Keuntungan yang diharapkan perusahaan yang didapat dari outsourcing meliputi: • Fokus pada kompetensi utama. • Penghematan dan Pengendalian biaya operasional. • Akses kepada hak-hak intelektual dan pengalaman dan pengetahuan yang luas.

  4. Typology of services

  5. Teknologi dan pengembangan layanan baru • Teknologi telah menjadi pendukung yang paling signifikan dari inovasi dalam layanan.  • Transformasi peran karyawan dan pelanggan. • Mempermudah konektivitas antara pengembang layanan dan pelanggan.  • E.g. ebay . .

  6. Berbagai Pelayanan Baru Juga Membangun Model Bisnis Baru

  7. Characteristics of Services Services are heterogeneous Services are intangible Services are processes Services are produced and consumed simultaneously Services are perishable

  8. KlasifikasiJasa Lovelock dalam Tjiptono (2007:26-28) • Segmen pasar • Tingkat keberwujudan • Keterampilan penyedia jasa • Tujuan organisasi jasa • Regulasi • Tingkat  intensitas karyawan • Tingkat kontak penyedia jasa dan langganan

  9. Typology for innovations (Ozdemir, 2007)

  10. The New Sevice Development Process Den Hertog (2002) menawarkan empat dimensi inovasi layanan yang semuanya dipengaruhi oleh pilihan teknologi yang tersedia. Yaitu: konsep layanan, antarmuka klien baru, sistem pengiriman layanan baru dan pilihan teknologi. Four dimensions of service innovation by

  11. New Service Development Models • Sequential service development models or stage-gate models • Concurrent service development models

  12. Sequential Model

  13. New Service Development Cycle

  14. Service Innovation And The Consumer • Consumer user toolkits • Customer testing of services

  15. Customer’s input into new service development process

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