Foundations of Service Innovation -Topic 1: Introduction and Welcome
Welcome to the course
Introduction and welcome
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Definition and significance of service innovation
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Differentiation between service and product innovation
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Impact of Hotel service innovation on organizational growth
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Case studies showcasing successful service innovations
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Additional resources: Introduction and welcome
Foundations of Service Innovation -Topic 2: Understanding Service Innovation
Exploring the concept of design thinking
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Five stages of design thinking: empathize, define, ideate, prototype, test
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Understanding the human-centred approach to problem-solving
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Real-life examples of design thinking applications in hotel service innovation
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Additional resources: Understanding service innovation
Foundations of Service Innovation -Topic 3: Introduction to Design Thinking
Define personas and empathize customers’ needs and pain points
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Identifying specific challenges or opportunities
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Techniques for capturing and analysing Hotel customer insights
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Mapping the customer journey to identify touchpoints and opportunities
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Additional resources: Introduction to design thinking
Foundations of Service Innovation -Topic 4: Customer-Centric Approach
Techniques for ideation, such as brainstorming, to stimulate creativity and innovation
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Collaboration and cross-functional Hotel teamwork in ideation
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Generating creative ideas: divergent and convergent thinking to explore solutions
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Evaluating and prioritizing ideas based on feasibility and desirability
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Conclusion and main takeaways
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Additional resources: Customer-centric approach
Designing Customer-Centric Services -Topic 1: Creating Service Blueprints
Customer journey map: developing and visualizing the new Hotel service steps
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Identifying customer actions and touchpoints, evaluate gain and pain points
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Develop and improve the new service scenario by incorporating customer feedback
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Mapping the new components of the service: formats to demonstrate the process
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Additional resources: Creating service blueprints
Designing Customer-Centric Services -Topic 2: Prototyping and Testing
Importance of prototyping in hotel service innovation
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Developing low-fidelity prototypes to visualize concepts
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Experiment with different aspects of the ideas and learn from successes and failures
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Conducting tests and measuring impact and value
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Designing Customer-Centric Services -Topic 3: Feasibility and Viability Analysis
Assessing feasibility of implementing service innovations
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Conducting financial analysis and cost-benefit assessments
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Evaluating market demand and competitive landscape
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Making informed decisions about pursuing service innovations
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Designing Customer-Centric Services -Topic 4: Launching and Scaling Services
Crafting compelling value propositions and messaging
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Leveraging marketing channels for service promotion
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Planning for scalability and growth of successful services
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Strategies for Service Innovation -Topic 1: Collaborative Cross-Functional Teams
Introduction to strategies and processes for Hotel service innovation
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Leveraging diverse expertise for innovative solutions
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Promoting effective communication and collaboration among hotel teams
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Overcoming challenges in cross-functional collaboration
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Real-life examples of successful interdisciplinary teamwork
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Strategies for Service Innovation -Topic 2: Leading Change and Overcoming Resistance
Psychology of change and its impact on innovation
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Strategies for leading and managing change
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Addressing resistance to new service innovations
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Fostering a culture of continuous improvement
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Strategies for Service Innovation -Topic 3: Monitoring and Continuous Improvement
Establishing KPIs for measuring service innovation success
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Implementing monitoring and evaluation processes
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Gathering user feedback for iterative improvements
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Examples of organizations with successful continuous improvement practices
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Strategies for Service Innovation -Topic 4: Future Directions in Service Innovation
Emerging trends and developments in service innovation
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Discussing the future landscape of service design
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Inspiring participants to drive innovation within their organizations
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Conclusion and main takeaways
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Real-Life Examples and Best Practices -Topic 1: Case Studies in Service Innovation
Introduction of Hotel innovation: from theory to practice
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In-depth analysis of real-life Hotel service innovation success stories
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Exploration of diverse industries and sectors
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Lessons learned from companies that transformed through service innovation
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Identifying common strategies and approaches used in successful cases
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Real-Life Examples and Best Practices -Topic 2: Customer-Centric Brands and Experiences
Examining brands known for exceptional customer-centric services
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Understanding the principles that guide customer-focused companies
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Analyzing customer experience design in industries like hospitality, technology, and retail
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Extracting insights from customer-centric practices to inform service innovation
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Real-Life Examples and Best Practices -Topic 3: Innovations in Digital Services
Leveraging digital platforms and technologies for service innovation
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Exploring trends in mobile apps, online platforms, and digital marketplaces
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Showcasing examples of digital services that transformed industries
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Adapting digital service strategies to different business contexts
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Real-Life Examples and Best Practices -Topic 4: Sustainability and Ethical Considerations
Integrating sustainability and ethical considerations into service innovation
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Exploring eco-friendly and socially responsible service offerings
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Analyzing the impact of sustainable practices on customer perceptions
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Case studies of companies that successfully incorporated sustainability in service design
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Conclusion and main takeaways
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