奠基於共同創新原則之資訊科技服務開發與管理模型

An ICT-enabled Service Development and Management Model Referring to Co-creation Principles

陳宇佐(Yu-Tso Chen)

《創新與管理》 12卷3期 (2016/07) Pp. 1-23

摘要

具前瞻眼光的政府與企業相當重視產品或服務的創新，近年來資通訊科技的成熟，開啟了以資通訊科技促成服務創新的新契機，有助於打造更智慧、更符合人性的生活科技應用，創造新的經濟成長機會與社會利益。而當創新成功與否的認定，逐漸從服務的功能表現轉變為利益關係人的需求滿意程度時，以人為中心的創新就成為產品或服務研發的核心要件。當今有許多資訊系統工程理論模型與流程方法被運用在科技化服務創新的演練與創作，但這些工程方法普遍缺乏以人為中心的設計內涵與利益關係人共創的落實，尤其是其成果亦難以印證創新之達成程度。因此，本文以多種理論與專家觀點的引用，針對常見的系統工程方法、以使用者為中心的設計理論、生活實驗室方法的共創原則作分析，提出一套奠基於共同創新原則的資通訊科技服務開發與管理模型ISDM，此ISDM模型除了有助於指引共同創新原則在產品或服務開發的過程中所應投入的資源比例外，亦能據以建立創新績效的評估模式，具有創新工程在實務管理面上的應用價值。

關鍵字

創新 ； 生活實驗室 ； 服務工程 ； 使用者共創

並列摘要

Forward-thinking governments and companies are attaching great importance to product/service innovation. The maturity of information and communications technology (ICT) poses new opportunities for service innovation. It contributes the development of smarter, human-oriented living applications as well as the creation of economic growth and social benefits. As the determination of the successful innovation is in accordance with user satisfaction rather than functional performance, the concept of human-centered innovation has become an essential part in designing products and services. Although various theoretical models and processes for system engineering are increasingly adopted in ICT enabled service innovation, they are in common lack of implementing human-centered and stakeholder co-creation works; additionally, lack of the evaluation scheme towards the completion of ICT innovation. This paper proposes an ICT-enabled Service Development and Management (ISDM) model referring to co-creation principles. The proposed ISDM model is built through inviting diverse theories and different expert viewpoints on analyzing system engineering methods, user-centered theories, as well as co-creation principles of Living Lab approaches. The operation of the ISDM could be beneficial to guiding the co-creation principles into performing the activities of product/service innovation; it could also be a basis for building a scheme of evaluating innovation performance. Furthermore, the ISDM provides a considerable direction on the field of management of innovation engineering.

並列關鍵字

Innovation ； Living Lab ； Service Engineering ； User Co-creation