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What are the best practices for service development research?

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Service development research is the process of generating, testing, and refining new or improved service concepts, methods, and processes. It is essential for service operations to create value for customers, enhance service quality, and achieve competitive advantage. However, service development research can also be challenging, complex, and costly, especially in dynamic and uncertain environments. Therefore, service operations managers need to follow some best practices to ensure effective and efficient service development research. In this article, we will discuss six of these best practices and how they can help you design and deliver better services.

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve…
Juan Carlos Villaveces Pardo

#AI|Transformación digital| Artificial Intelligence |Consultoría en Gestión Empresarial | Toma de Decisiones | Asesoría…
Miguel A. Noguera V.

Ingeniero Agrónomo | Producción Animal | Manejo Integral en Ganadería y Asesoría Agroindustrial | Gestión de Fincas…

1 Understand customer needs

The first and foremost best practice for service development research is to understand the needs, expectations, and preferences of your current and potential customers. You can use various methods, such as surveys, interviews, focus groups, observations, or customer journey mapping, to collect and analyze customer data. You should also segment your customers based on their characteristics, behaviors, and value propositions, and identify the most important and attractive segments for your service. By understanding customer needs, you can identify the problems or gaps that your service can solve or fill, and create value propositions that match your customers' desired outcomes.

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Satendra Vijay Awasthi

Analyst, Stock Trader, Advisor, Crypto enthusiast, Crypto Trader
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First build a suitable framework for your business after that involves your employees as per requirement and skills. Implement your skill and knowledge. Good business culture will be a good point. Each and every day review your operation as per your framework.

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Juan Carlos Villaveces Pardo

#AI|Transformación digital| Artificial Intelligence |Consultoría en Gestión Empresarial | Toma de Decisiones | Asesoría entre Pares | Ejecución Estratégica | Productividad Laboral | Desarrollo Directivo
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Segmentar, segmentar y segmentar. Es muy importante identificar las necesidades más precisas, ya que cuando te acercas al cliente a preguntarle te encuentras con que en muchas ocasiones no sabe ni identifica claramente sus propias necesidad. Por ello es recomendable entrar a sub grupos más peque?os que tengan un común denominador más fácil de identificar y allí empiezan a aparecer más claramente esas necesidades y preferencias que nos facilitan cómo desarrollar el servicio adecuado.

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Evandro Pereira

Capacity Analyst | Business Intelligence | Data Analyst | IT Professional
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Desenvolva servi?os excepcionais com melhores práticas de pesquisa: conhe?a a fundo seus clientes, mapeie jornadas, colete feedback contínuo e envolva equipes multidisciplinares. Use dados e teste pilotos antes da implementa??o e promova a inova??o colaborativa. Avalie o desempenho, treine sua equipe e esteja pronto para itera??es contínuas. #PesquisaDeServi?os #ExperienciaDoCliente #DesenvolvimentoDeServicos

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve Inventory Accuracy by 40% & Accelerate APAC Market Expansion
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To excel in this area, organizations within the service operations industry must prioritize comprehensive customer research to gain insights into evolving preferences, expectations, and pain points. This involves employing various tools such as surveys, interviews, and feedback mechanisms to capture the nuances of customer experiences.

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2 Involve stakeholders

The second best practice for service development research is to involve various stakeholders, such as employees, suppliers, partners, or regulators, in the service development process. Stakeholders can provide valuable insights, feedback, and support for your service development research. You can use different techniques, such as co-creation, prototyping, or pilot testing, to engage stakeholders in the ideation, design, and evaluation of your service concepts. You should also communicate and collaborate with stakeholders regularly and effectively, and address any issues or concerns that may arise. By involving stakeholders, you can enhance the quality, feasibility, and acceptability of your service.

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve Inventory Accuracy by 40% & Accelerate APAC Market Expansion
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Engaging stakeholders, including customers, employees, and relevant partners, fosters a collaborative and inclusive approach to service development. In the service operations sector, where the quality of customer interactions is paramount, incorporating the perspectives of both internal and external stakeholders is crucial. Stakeholder involvement helps in capturing diverse insights, uncovering potential pain points, and identifying opportunities for improvement. It ensures that the developed services align with the expectations of all key players, enhancing the overall quality and effectiveness of the service offerings.

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3 Adopt a lean approach

The third best practice for service development research is to adopt a lean approach, which means to minimize waste, maximize value, and iterate quickly. You can use tools, such as the lean canvas, the minimum viable product (MVP), or the build-measure-learn cycle, to apply the lean approach to your service development research. You should also use data and evidence to validate your assumptions and hypotheses, and measure the performance and impact of your service. By adopting a lean approach, you can reduce the risks and costs of service development research, and increase the speed and agility of your service operations.

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve Inventory Accuracy by 40% & Accelerate APAC Market Expansion
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Adopting lean principles involves a systematic and iterative process, emphasizing efficiency and continuous improvement. In service operations, where agility is crucial, a lean approach streamlines research efforts by focusing on the most critical aspects of service development. This entails identifying and prioritizing key customer needs, minimizing wasteful activities, and swiftly adapting to changing market dynamics. Utilizing lean methodologies such as rapid prototyping, iterative testing, and feedback loops allows service operations organizations to refine their offerings in real-time.

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Juan Carlos Villaveces Pardo

#AI|Transformación digital| Artificial Intelligence |Consultoría en Gestión Empresarial | Toma de Decisiones | Asesoría entre Pares | Ejecución Estratégica | Productividad Laboral | Desarrollo Directivo
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En mi experiencia vi cómo grandes corporaciones tomaban mucho tiempo discutiendo y analizando diferentes puntos de vista antes de sacar una solución al mercado. El enfoque de Mínimo Producto Viable sobre el cual la mayoría de emprendedores se basan, rompe esa barrera y permite ajustarse gradualmente a la expectativa del mercado. Si somos claros con el alcance de nuestra propuesta, el cliente entiende que no tiene que tener todas las respuestas en la primera versión de nuestro servicio. Por ello hoy las grandes corporaciones se preocupan más por la competencia veloz y ágil que por la rica y poderosa.

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4 Integrate technology

The fourth best practice for service development research is to integrate technology into your service development process. Technology can help you improve the efficiency, effectiveness, and innovation of your service development research. You can use technology to automate, optimize, or enhance various aspects of your service development research, such as data collection, analysis, prototyping, testing, or delivery. You should also explore the potential of emerging technologies, such as artificial intelligence, cloud computing, or blockchain, to create new or improved service solutions. By integrating technology, you can leverage the opportunities and challenges of digital transformation for your service operations.

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Juan Carlos Villaveces Pardo

#AI|Transformación digital| Artificial Intelligence |Consultoría en Gestión Empresarial | Toma de Decisiones | Asesoría entre Pares | Ejecución Estratégica | Productividad Laboral | Desarrollo Directivo
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Cada día están saliendo más herramientas tecnológicas al mercado que son simples y fáciles de usar. Desde IA, programación low code o none code que están al alcance de cualquiera. Mi recomendación es identificar las que sean claves para nuestro servicio y volverlas un verdadero asistente diario de nuestro trabajo, allí empezaremos a ver la contribución efectiva a los resultados.

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve Inventory Accuracy by 40% & Accelerate APAC Market Expansion
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Leveraging advanced technologies such as data analytics, artificial intelligence, and digital platforms can significantly enhance the effectiveness of research efforts. By harnessing technology, service operations can efficiently gather and analyze vast amounts of customer data, identify patterns, and extract meaningful insights. Moreover, integrating technology facilitates the development of innovative solutions and services that align with the evolving needs of customers. Automation and digitization can streamline internal processes, allowing service operations to allocate resources more efficiently.

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5 Foster a culture of learning

The fifth best practice for service development research is to foster a culture of learning within your service operations. A culture of learning is one that encourages curiosity, creativity, experimentation, and learning from failures. You can foster a culture of learning by providing a clear vision, mission, and goals for your service development research, and aligning them with your service operations strategy. You can also provide the necessary resources, incentives, and recognition for your service development research team, and empower them to make decisions and take actions. You should also promote a feedback loop, where you collect, share, and act on the feedback from customers, stakeholders, and peers. By fostering a culture of learning, you can enhance the motivation, engagement, and performance of your service development research team.

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Miguel A. Noguera V.

Ingeniero Agrónomo | Producción Animal | Manejo Integral en Ganadería y Asesoría Agroindustrial | Gestión de Fincas Agropecuarias y Cultivos | Asesoría Técnica, Financiera y Ambiental | Supervisor y Asesor Agropecuario.
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Una cultura de aprendizaje implica fomentar la experimentación y la innovación, mediante la implementación de nuevas ideas, enfoques y soluciones. Aprender de los resultados, ya sean éxitos o fracasos, es fundamental en este proceso. Esta práctica permite que las organizaciones se mantengan ágiles y adaptables a los cambios, lo que a su vez les permite obtener mejores resultados en sus proyectos de investigación en el desarrollo de servicios.

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6 Benchmark best practices

The sixth and final best practice for service development research is to benchmark best practices from other service operations or industries. Benchmarking is the process of comparing your service development research processes, methods, and outcomes with those of other organizations that excel in service development. You can use various sources, such as reports, publications, case studies, or networks, to identify and learn from best practices. You should also adapt and customize the best practices to suit your service operations context and objectives. By benchmarking best practices, you can gain insights, inspiration, and improvement for your service development research.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best practices for service development research?

1

2

3

4

5

6

7

1 Understand customer needs

2 Involve stakeholders

3 Adopt a lean approach

4 Integrate technology

5 Foster a culture of learning

6 Benchmark best practices

7 Here’s what else to consider

Service Operations

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What are the best practices for service development research?

1

2

3

4

5

6

7

1 Understand customer needs

2 Involve stakeholders

3 Adopt a lean approach

4 Integrate technology

5 Foster a culture of learning

6 Benchmark best practices

7 Here’s what else to consider

Service Operations

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