Past Events

From Design Thinking to Service Innovation
The success of a knowledge business vests on the design and delivery of its services that meet or exceed the expectations of its users and clients. The intangible part of the service cycle increasingly presides over the tangible part. Traditional process thinking based on Taylorism no longer applies in this new paradigm; instead those who can gravitate the importance of this change will succeed. What are these intangibles and, unlike a physical product, how can they be prototyped and experienced? What new knowledge is needed to produce them?

Apart from the keynote addresses, there will also round table discussions involving corporate practitioners as well as representatives from this year’s Most Admired Knowledge Enterprise (MAKE) winners sharing their cases on how to improve their service operations, and how knowledge management is permeated in the service web.

Highlights of the event:

• In this year’s Forum, we are able to gather for the first time a pool of global successful pioneers and practitioners from Asia Miles, IDEO, Li & Fung, Fuji Xerox and Silicon Valley to share with us their learning journey in service design and thinking
• Round table discussions of CLP Power Limited, MTR, New World Development Company Limited and Towngas, on their service improvement programmes
• Stories from MAKE winners on their KM implementation
• Visits to Woods Bagot (Asian MAKE winner), Hong Kong Science and Technology Parks, and Marvel Digital (Hong Kong MAKE Award Merit Winner)