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PublisertCecilie Borge Endret for 9 år siden
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A science-based quality assurance system for outdoor adventure businesses in Norway & Particularly wp-4: Regional pilot service and experience design Dorthe Eide, Handelshøgskolen i Bodø, Universitetet i Nordland
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1 ) Bakgrunn for prosjektet Kvalitetsgap Mange nye bedrifter og produkter Andre land som er store på reiseliv har sertifiseringer Studie i tre land (Skottland, NZ, Island) Kvalitet handler om: Safe and fun – viktigst Verktøy: Sertifisering Opplæring/læring Samarbeid Reguleringer Mange positive og noen negative erfaringer og effekter
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Fokus i de tre største turisme sertifiseringene 3 FOR SVAK FOKUS PÅ KJERNEPRODUKTET OPPLEVELSER: TRENGER STYRKING PÅ OPPLEVELSESDESIGN OG SIKKERHET!
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2) Forskerprosjektet som helhet slik det ble planlagt The main R&D goal: develop and apply relevant scientific knowledge, and to contribute in the innovation processes of constructing and testing a national certification system for outdoor adventure tourism. 2014-2016 Size R&D project: 9 mill (NFR 4,5 mil, + firms) Two interwined projects: R&D Industry project Main pilot Regional pilots Main pilot R &D
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Main pilot R &D Regional pilots: 1)Service and experience design; 2)Safety and risk managemeng; 3)CRM, customer feedback and ICT Generel vs subsector
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Endringer som kommer fra 1 desember: New project owner: HHB v/ UiN New projectmanagement Projectmanager: Dorthe Eide Projectadministrator: Hin.Hoarau.Heemstra@uin.noHin.Hoarau.Heemstra@uin.no The board: first meeting 11 December New research partner(s): Finnmarksfakultetet? New cluster network: Wildelife Norway Adjusted budget: With explicit projectmanagement post With details on firm participation Scale down and/or take out one/some wps? Scale down the total costs? Adjusted overall timeplan (new stop about summer 2017) new contracts Email about accepting the changes ?
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Bruker/Kunde verdi Bruker/Kunde verdi Kvalitet og produktivitet: fysisk produkt/ tjeneste/ opplevelse Kvalitet og produktivitet: fysisk produkt/ tjeneste/ opplevelse Arbeids- og læringsmiljø: trivsel, mening, kompetanse ”Det beste i livet kan ikke måles. Smaken av jordbær. Glade hunder. Vennskap. Likevel klamrer vi oss til målestokkene” (Aspaas) “Mye må gjøres for å bevare det som er” (ukjent)
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3) WP-4: regional pilot-1 Main partner: HHB/UiN Main researchers=FT: Associated professor Dorthe Eide Professor Lena Mossberg, PhD Ann Heidi Hansen (NNR/HHB) Ann-Jorid Pedersen (Mimir) Main participating partners: Innopp + Hanen +?others When: 2014-2017 What: Develop and test regional pilot-1: service and experience design Use and develop scientific and practical knowledge Innovation: develop and test ‘regional pilot’ on service- and experiencedesign to connect with main pilot
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Done/status: Information and involvement of clusters: Innovative Experiences: cluster gathering September + regularly with cluster management Hanen: gathering for region managers November Started literature review Workshop 19-21 November: Created a shared platform and vision Presented, discussed and evaluated literature/tools Made first sketch of parts Planned the next steps WP-4
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Analytical model in literature review: -Quality: - Design/innovation -Production (-marketing/ mangement Service- Experience- Total- experience WP-4
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Focus: Firms/product type: NBT or outdoor Main: Commercial organized guided tours Some: Renting; courses; events, ? Mostly experience design (since existing systems are within service) Back office/espoused: Management, routines, learning, innovation, etc. Total experience concepts, processes, systems Frontstage in-use deliveries: mystery shopping customers feedback, ranking/studies -RQs to be studied/tested: -Can the same criteria be used a) B2C vs B2B; b) across subsectors; c) across type of involvement (high/low; what, how); d) one vs more firms involved in one product WP-4
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First sketch modules CAN: SHOULD: MUST: WP-4 Experience room and customer-interactions Involvement (including perceived safety) Storrytelling and dramaturgy Customer journey and customer-knowledge Management and other back-office activity
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Sketch timeplan and activity (Dec 2014-summer 2015) TWHAT?WHO? Dec- Jan Documenting, developing, literature review: For each module + other back-office areas, write 1-2 pages about each of the following: 1)The module (def, what, how, fundament) 2)Operationalizing: criteria/questions back office and front-stage, general and specific 3)Toolkits (models, courses) FT (Dorthe, Lena, Ann Heidi og Ann Jorid) Nov- Feb Information to clusters, firms, choose firms for testing-1 and 2, mobilizeAH, D, klyngeled Feb-Workshop + continue developing and documentingFT MarWorkshop with firms test round 1 and 2, cluster managers: present, discuss and develop clusters +??. FT M-AContinue devFT A-JTestround-1 and further development: firms with larger experience with experience design tools. FT WP-4
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Sketch timeplan and activity (Aug 2015-summer 2017) TWHAT?WHO? Aug- Oct Test-2 and further dev: Firms with little experience with experience design tools. Testfirms + FT Nov- des Analyze findings and further development. New workshop.Testfirms + FT Feb- June20 16 Larger pilottesting: different subsectors, B2B and B2C, single products and packages, different degrees of involvements and prerequisites on customers. Might be done together with main pilot and/or other regional pilots. Firms from the two clusters +??. FT FallAnalyze and further dev, workshop, small surveyTwo clusters +??. FT Dec 16Finalizing innovation regional pilot + contributions to wp 8. Practical reportFT Sum 17 Finalizing scientific partFT WP-4
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Hvem delta fra Hanen og hvordan? I WORKSHOPPER RUNDE-1 testing og videreutvikling: (Bedrifter med T/O-design erfaring. Brukt verktøy som LEO, dramaturgi, opplevelsesrom) Hvem bør/kan det være: ? RUNDE-2 testing og videreutvikling: (Bedrifter med ingen/lite T/O-desing erfaring) Hvem bør/kan det være: ? RUNDE-3 pilottesting i større omfang (god variasjon, eks gårsturisme, hesteturisme, utendørsmatlaging): Hvem: ?
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Spørsmål og innspill: Dorthe.eide@uin.no Dorthe.eide@uin.no Tlf: 48212333
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