Service design entrepreneur

clipped from wenovski.ning.com This blog post made a lot of sense to me in starting out Ten Steps to Becoming the Designer You Want to Be clipped from wenovski.ning.com Starting up a Start-up. How to start a service design business?

Como olhar de fora para dentro?

Eis uma pergunta curisosa.

O ponto dele: os gestores (4) da organiza'cao tinham explicacoes diferentes do que a organiza'cao estava oferecendo aos clientes.

E o que os clientes querem?

"doing what it said it would do, reliably, consistently".

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The best way to trim costs, he said, is to examine how to make processes and systems simpler and cheaper – to reduce waste and to improve efficiencies.

clipped from knowledge.smu.edu.sg Published: March 02, 2010 in Knowledge@SMU There is a gap that lies between 'how-we-imagined-it' and 'what-is'; perhaps aggravated by marketing communications designed to romanticise how service ought to be. While marketing can certainly help to elevate (and up-sell) various brands of offerings, what happens when organisations fall short? More importantly, how might organisations close this perception-reality gap? Service is instinctive and emotional. We know how to differentiate, quite naturally, good service from poor service at the point at which we experience it. Lest we forget, service providers also consume service, so they can definitely appreciate the consumers' points-of-view. So why does service persist as such a major challenge for most organisations when it is a universally understood notion?

SCrum novamente

Só um comentário: i wanna be.

clipped from iadvise.blogspot.com These are my first days as Scrum Master. The mission is clear, introduce Scrum in the Project and, at the same time, guide the Project Management Team to start using Scrum.

Engenharia de produção no Sistema de Saúde

Um melhor serviço com melhores processos de operação.

clipped from www.newsweek.com The Hospital That Could Cure Health Care NEWSWEEK  Published Nov 27, 2009 The Cleveland Clinic, where president Obama went in July to see high-quality, cost-efficient medicine in action, has miniaturized robotic tools that can repair a heart valve through an incision less than an inch long, a computer system that allows doctors to read patients' charts and write orders from anywhere in the world, and the last word in networked, interactive supply closets. Any time a nurse takes something from a shelf, it's recorded by a program that keeps a running count of 350 items in hundreds of locations, and can dispatch a self-guided robot cart to bring replacements from the warehouse.

Knowledge Intensive Service Systems

Mais uma do sempre interessante professor Miles.

clipped from knowledgeintensiveservices.blogspot.com Knowledge Intensive Service Systems The term “service” is ambiguous, and not just because it is both a noun and verb, each of which have several meanings.  Even putting to one side the religious and (animal) sexual meanings, there is much scope for confusion.  A service may be a product (as compared to a good – though often when people speak of “products” they mean only goods).  Or it may be the process of production or the organisations that accomplish this process (as compared to manufacturing and manufacturing industries).   We also talk about service activities, service occupations, service relationships, service journeys, service philosophy, and much else. Towards a Working Definition   Ian Miles, December 2009 # posted by Ian Miles @ 5:02 AM

Modelos de negócios em software livre

É possível e bom.

clipped from blogs.zdnet.com Tags: Software, Open Source, Business Model, Strategy, Management..., Dana Blankenhorn Critics are always claiming open source lacks a business model. In fact it’s proprietary software that is lacking in imagination.  They have only one business model: EULA Ware — Give me money. Now go away. It doesn’t work? Go away. You want your money back? Read your EULA, and go away. You want to see the software? Go away.

Service Process Management

http://www.bptrends.com/deliver_file.cfm?fileType=publication&fileName=10%2D09%2DCOL%20Extreme%20Competition%2DService%20Process%20Mgt%2DFingar%2DFINAL%2Epdf

Peter Fingar - October 06, 2009

This month, Peter Fingar turns his focus to service science and its application to BPM. Although the service sector represents 70% to 80% of the GDP in advanced economies, little has been done to take on services as the object of BPM initiatives. Peter offers his perspective on why this is so and predicts that service process management, when it does emerge, will not be your father’s BPM. Find out if you are ready for the leap from BPM to SPM.

culture and processes employed here at American Airlines

http://outsideinnovation.blogs.com/pseybold/2009/11/customers-site-redesign-exposes-the-sad-truth-about-corporate-inertia.html

"The problem with the design of AA.com, however, lies less in our competency (or lack thereof, as you pointed out in your post) and more with the culture and processes employed here at American Airlines.

Let me explain. The group running AA.com consists of at least 200 people spread out amongst many different groups, including, for example, QA, product planning, business analysis, code development, site operations, project planning, and user experience. We have a lot of people touching the site, and a lot more with their own vested interests in how the site presents its content and functionality. Fortunately, much of the public-facing functionality is funneled through UX, so any new features you see on the site should have been vetted through and designed by us before going public."

Defining Critical Thinking

http://www.google.com/search?q=critical+thinking&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:pt-BR:official&client=firefox-a

The online tutorials are organized into over 10 modules listed on the left. You can also check out the following:

* Introduction - What is critical thinking?
* Sitemap - A complete list of the online tutorials
* Free download: Critical thinking mini-guide - a short booklet (PDF)
* Free download: Class exercises - Critical thinking exercises for teaching (PDF)
* Quiz - Test the consistency of your moral beliefs
* Puzzle - The hardest logic puzzle in the world!

This site is maintained by Dr. Joe Lau at the Philosophy Department, The University of Hong Kong.

Um dos temas mais importantes: colaboração

Crowdsourcing é colaboração em massa. Obter soluções e esforços de uma massa, do público, dos clientes, de onde for acessível. Mas de vários. Sempre.

clipped from techdirt.com The Myth Of Crowdsourcing... Or Misunderstanding Crowdsourcing? A bunch of folks have sent in this silly opinion piece at Forbes, claiming that crowdsourcing is a myth. The reasoning? Because there are individuals in the crowd. Except... um... did anyone say anything different? Of course there are individuals, and the point of crowdsourcing isn't that everyone in the crowd is equal, but that they each get to contribute their own special talents, and something better comes out of it. Every example that the guy dismisses as not crowdsourcing -- Wikipedia, the Netflix prize, open source developing, etc. -- actually does involve crowdsourcing.

MIT e gerenciando o processo de inovação

Achei interessante. Tenho vários desses, e de todos ouvi falar.
Mas dos que não selecionei (talvez os outros 50%), não tinha idéia.
Vale a pena dar uma buscada na amazon e no ebay. Quem sabe tenho mais surpresas?

Uma sacada bacana da disciplina é: dominando o processo e não a inovação em si.

Esperto!

clipped from ocw.mit.edu SUGGESTED BOOKS Organizational learning: Creating, retaining, and transferring knowledge. Engines of tomorrow: How the world's best companies are using their research labs to win the future. Structural holes. The innovator's dilemma. Product development performance: Strategy, organization, and management in the world auto industry. Foster, R. Innovation: The attacker's advantage. From the American system to mass production, 1800-1932. . Wellsprings of knowledge. Crossing the chasm. Engines of innovation: U.S. industrial research at the end of an era. The knowledge-creating company. The development factory Entrepreneurs in high technology. Innovation: Driving product, process, and market change. The diffusion of innovations. Engines of innovation. Giants of enterprise: seven business innovators and the empires they built. Mastering the dynamics of innovation. The sources of innovation. Home > Courses > Sloan School of Management > Managing the Innovation Process > Study Materials

labINOVE: Empreendedorismo é para você?

labINOVE: Empreendedorismo é para você?

Redução na fila de transplantes através da melhoria nos processos

Muito interessante a iniciativa de São Paulo.
Vemos que com esforço (nem que só um pouco) e interesse público, a "coisa anda".
Já vimos isso outras vezes: profissionalizando, entendendo (mapeando, discutindo), e com abertura para mudanças, o resultado muda a realidade social do lugar.

Será que temos candidatos a seguir o exemplo de SP?

clipped from noticias.uol.com.br O tempo de espera para realizar transplante de córnea no Estado de São Paulo caiu pouco mais de 90,2% nos últimos dois anos. As informações são da Secretaria da Saúde. De janeiro a agosto deste ano foram realizados 3.995 transplantes de córnea em São Paulo, contra 4.125 no mesmo período do ano passado. O número é menor porque o total de pessoas que aguardam por um transplante está caindo ao poucos. "Esse resultado é fruto do esforço dos Bancos de Olhos em aprimorar a captação de córneas em todo o Estado. Atualmente o número de pacientes inscritos na lista de espera é praticamente igual ao total de córneas captadas e distribuídas para transplante. Regra geral, não há mais fila", afirma Luiz Augusto Pereira, coordenador da Central de Transplantes da Secretaria.

Maravilhosa lista de publicações sobre SO

Operações de serviços; Service Operations.

Foi recomendado por muita gente, mas recentemente também pelo Arne.

clipped from howardesign.com How to Design a Service European Journal of Marketing, 1982 Lynn Shostack Servicescapes: The Impact of Physical Surroundings on Customers and Employees Journal of Marketing, 1992 Mary Jo Bitner R&D Comes to Services: Bank of America's Pathbreaking Experiments Harvard Business Review, 2003 Stefan Thomke Creating Growth with Services Sloan Management Review, 2004 Mohanbir Sawhney Putting the Service-Profit Chain to Work Harvard Business Review, 1994 James Heskett The Core Competence of the Corporation Harvard Business Review, 1990 C. K. Prahalad The Service Encounter: Diagnosing Favorable and Unfavorable Incidents Journal of Marketing, 1990 Mary Jo Bitner SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality Journal of Retailing, 1988 A. Parasuraman Service Behaviors that Lead to Satisfied Customers European Journal of Marketing, 2000 Kathryn Frazer Winsted

Serviço ofertado via web se torna cada vez mais atrativo

Bem legal a notícia, principalmente em um momento de planejamento estratégico como esse.

clipped from epocanegocios.globo.com Brasil tem 4 milhões de acessos a banda larga móvel O acesso rápido à internet via rede celular deve superar a banda larga fixa até o final de 2011 Banda larga móvel: até 2011 a rede celular será o principal meio de acesso à internet rápida Segundo o estudo, em junho deste ano a banda larga móvel estava disponível para 62% da população, em 11,3% dos municípios brasileiros. São 629 as cidades que já podem usar a rede 3G para navegar na internet. Rio de Janeiro é o estado com maior número de localidades atendidas pelo 3G, exatos 44,6%. Atrás do Rio aparecem Espírito Santo, com 29,5%, e São Paulo, com 20,2%. Mesmo com o alto preço, é esperado que a banda larga móvel supere a fixa no Brasil até o final de 2011. No mundo, essa virada já aconteceu: no final do segundo trimestre de 2009, eram 440 milhões de acessos fixos, contra 449 milhões de acessos móveis.

Sabedoria da multidões e colaboração

mais uma deles...

clipped from google-latlong.blogspot.com If you have Google Maps for Mobile, you can see the same traffic there and, better yet, help improve the data: See our post on the Official Google Blog about traffic crowdsourcing. Here's to a happier commute!

Estrutura alinhada ao processo

Decisões organizacionais.

clipped from www.demand-planning.com Where Should We Place the Forecasting Function?” One way to make that determination is to see where different companies have their forecasting function. The figure below can give you an idea, which is based on the survey data of 2008 conducted by the Institute of Business Forecasting and Planning – IBF. (Data are of all the industries combined). It shows that a large percentage of companies have their function in the supply chain (35% = 26% + 9%), followed by Sales (16%) and independent forecasting department (14%). I have been watching the survey data for the last eight years. Two things I have noticed. One, more and more companies are moving their forecasting function to the supply chain probably since this is where operational forecasts are used most. Two, more and more companies are moving their forecasting function away from Finance. The percentage of companies having their function in Finance has declined from 14% in 2001 to 7% in 2008.

Tudo a ver com o Sistema Toyota de Produção

Gostei muito dos tópicos. Anexei dois trabalhos que estão na web.

clipped from daniellock.com 1. Eliminate bureaucracy 2. Eliminate duplication 3. Determine what adds value to the process 4. Simplify 5. Think  Rapid Response 6. Use software and systems properly 7. Make it difficult to do the activity incorrectly 8. Reduce the complexity of the way we write and talk 9. Standardise – select a single way to do the activity 10. Involve your suppliers in your business

reuniões ágeis

interessante. recomendação do clemente.

clipped from blogs.harvardbusiness.org Count down remaining time with a stopwatch. Keep everyone standing. Ban distractions. Never schedule meetings more than 30 minutes long. I remember Seth Godin mentioned having meetings standing up as well to save time except he said set meetings to only 10 minutes long. Meetings are usually a huge distraction that interrupt workers focus. Another thing that can immensely make meetings run shorter (and with better results) is pre-planning. Collecting people's thoughts, ideas and facts BEFORE the meeting and utilizing the meeting to make the actual decisions is GREAT way to move things along faster and capitalize on the 'together' time effectively. Also, in addition to checking all the electronics at the door, meetings should be an ego-free zone (no soap boxes).

Material do osterwalder

Importante incluir essa nova técnica na questão dos planos de negócio.

clipped from business-model-design.blogspot.com How Business Models Help Generate Business Plans In fact, when you have designed and thought through your business model you have the perfect basis for writing a good business plan. Structure your business plan into five main sections: The team, the business model, financial analysis, external environment, implementation roadmap, and risk analysis. The Team The Business Model Financial Analysis External Environment Implementation Roadmap Risk Analysis This is a brief excerpt of the "outlook part" of my Business Model Generation book.