The 3rd Annual SID Seminar-Theme: Tools for Creating a Service Culture
30.03.2010April 16, at 8.30-18 Laurea Leppävaara, Espoo, Finland As companies are shifting their focus to services, creating and maintaining values that sustain a service-oriented culture becomes very important. The seminar aims to give tools for implementing and maintaining a service culture throughout the whole organization - be it a product-oriented focused company shifting its focus to services or a service company aiming to sustain a service focus as it grows and changes. http://servicedesign.laurea.fi/index.html
| 08.30 | Morning coffee | ||
| 09.00 | SID in service management &
marketing framework Tore Strandvik, Professor, Hanken School of Economics. Chair of Laurea SID Advisory Board |
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| 09.30 | Service
culture makes a great brand |
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| 10.00 | Building
service culture in global organization - case Accenture |
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| 10.30 | Coffee and refreshments | ||
| 11.00 | New approach to service management
tools Jaana Komulainen, Managing Director, Seprima Oy |
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| 11.25 | New leadership culture in service
organizations Esko Kilpi, Esko Kilpi Oy |
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| 11.50 | Parallel session brief
Short introduction of the interactive parallel sessions |
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| 12.00 | Lunch |
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| 13.30 | Interactive parallel sessions Real life business cases/challenges on implementing service culture in organizations Jari Valtanen, Rocla Ltd. Shifting to service culture in an B-to-B environment Terhi Nikulainen, Director, Entresse Library: Co-creation of new services in the public sector |
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| 15.00 | Coffee and refreshments | ||
| 15.30 | Panel wrap-up of parallel sessions, Chris Evatt, Leadership Consultant, Laurea SID Advisory Board | ||
| 16.00 | The difficult swift into service economies: the case
of Allianz Markku Wilenius, Professor, Senior Vice President, Allianz Group |
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| 16.30 | Inconvenience Stores: A look at service culture in
Finland Phillip Schwarzmann, Nokia, Editor-in-Chief of Nokia Conversations, Communication Manager Wrap-up of the
day |
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| 17-18 | Wrap-up of the day: Wine
and cheese in the main lobby Please note that the seminar program is subject to change | ||