Manager: Craig Saunders
The Services Innovation Laboratory, created in 2009 aims at innovating in Xerox current services and nurturing new ones. The lab is addressing some of the key research challenges raised by services and service delivery systems. It is currently leading the development of a services research platform which will be used by all the R&D centres to evaluate, develop and deliver building blocks, concepts and prototypes for future information services. The lab also has an active role of collaborating with other services innovation networks capable of nurturing our research.
Services innovation has received a lot of attention in recent years, as organizations began to realize that their research, development and innovation processes did not necessarily take into account some of the key aspects of services and services provision. Examples are the overlap in consumption and production of services; the increasing role of online platforms for services delivery; the central role of people, skills and knowledge in adding value to the otherwise immaterial object of the transaction; the trends towards self-provision and (mass) customization; etc. Moreover, the classical distinction between products and services is fading, as product value is enriched through service agreements and as services are productized for the benefit of economies of scale.
The lab will initially focus on some key challenges given by the transition to online information services, the implications of co-production in services systems and advanced architectures for improving services efficiencies and scalability. Example projects that populate this agenda are: