5th Design Management Forum: Service Design Management July 6, 2008

Challenges in Service Design Management

New challenges emerges for design managers who deal with services, with its orchestration of tangible and intangible elements.



Service Design Management

Theoretical and methodological competencies from product design management, service engineering and service management can be applied to service design management. Which practices and tools can be used to manage the service design process? How can service design quality and consistency be measured and assured? How can the emotional and social dimension in customer experience be managed systematically within the design process? How can service design be managed in all phases of the value chain, in development services (i.e. technology services), in intermediary services (i.e. manufacturing services) and in end-user services (i.e. customer services)?



Service Design Research

There are new opportunities in service research as the main focus of research and development investments is shifting from manufacturing processes to service processes. What does this shift mean for service design research?



Service Design Innovation

What different types of service innovation do exist, i.e. service product innovation, service business model innovation and service process innovation? How can the service design innovation process be managed?



Service Design Frontiers

The evolution of service from a craftmanship attitude to industrialization of service increases the importance for the management of knowledge sharing and codification processes. Globalization of services introduces a cultural component to service design and therefore a need to address local attitutes, values, expressions and needs. How does new technology behind the service design influences the management? What are the frontiers we have to face in the future of service design management?

The Design Management Forum will take up this challenges in speeches, workshops and discussions.

Official Website: http://design-management-forum.org/