Empirical Study of Service Design Tools and Process-Chain Network

초록

The purpose of this study is to address the relationship between ser-vice design tools and PCN diagram in process innovation. In the first part of the research, theoretical backgrounds of phenomena will be reviewed in order to provide better understanding how innovation is perceived in the fields of Oper-ations Management and Service Management. Such discussion clarifies fun-damental concepts of innovation, emphasizes essentials of service innovation, and gives base for future SOM research. Next, drawing from the service opera-tions management (SOM) literature, innovation literature, and empirically grounded research with service innovation decision maker from IKEA, Gwangmyeong in Korea, this study will determine the validity in use of both service design tools and diagram. The findings of the study shows working with both approaches are a decision support tool and diagnostic model for assessing inputs, evaluating outputs, allocating resources, and improving success rate of service innovations in SOM.