IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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Development of Customer-Centered Convergence Service Concepts : A Systematic Framework and a Case Study in Telecommunications Industry

고객 중심의 컨버전스 서비스 컨셉 개발 : 절차 체계 및 통신 컨버전스 서비스 사례 연구

  • Kim, Kwang-Jae (Department of Industrial and Management Engineering, Pohang University of Science and Technology) ;
  • Min, Dae-Kee (Department of Industrial and Management Engineering, Pohang University of Science and Technology) ;
  • Yook, Jin-Bum (Department of Industrial and Management Engineering, Pohang University of Science and Technology) ;
  • Park, Jeong-Seok (New Business Strategy Research Team, Electronics and Telecommunications Research Institute) ;
  • Lee, Jee-Hyung (New Business Strategy Research Team, Electronics and Telecommunications Research Institute) ;
  • Choi, Jae-Kyung (New Business Strategy Research Team, Electronics and Telecommunications Research Institute) ;
  • Ryu, Kyung-Seok (New Business Strategy Research Team, Electronics and Telecommunications Research Institute)
  • 김광재 (포항공과대학교기계산업공학부) ;
  • 민대기 (포항공과대학교기계산업공학부) ;
  • 육진범 (포항공과대학교기계산업공학부) ;
  • 박정석 (한국전자통신연구원신사업전략연구팀) ;
  • 이지형 (한국전자통신연구원신사업전략연구팀) ;
  • 최재경 (한국전자통신연구원신사업전략연구팀) ;
  • 류경석 (한국전자통신연구원신사업전략연구팀)
  • Received : 20060300
  • Accepted : 20060500
  • Published : 2006.06.30
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Abstract

Today, many companies realize that the effort to develop new products / services faster that customers want and continue to purchase is crucial for their survival. As the service sector is rapidly growing, one of the challenges faced by the service industries is the lack of effective methodologies for new service development. This paper proposes a systematic framework for developing new service concepts, with an emphasis on generating innovative, convergence-type service concepts from the customer‘s perspective. The framework consists of three phases-identification of customer needs (Phase I), extraction of new service opportunities (Phase II), and generation of new service concepts (Phase III). The proposed framework is demonstrated through a case study in the telecommunications industry. In the case study, a survey was conducted on ten customers to identify the latent customer needs; 61 new service opportunities were extracted; and 129 new service concepts were generated.

Keywords

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