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Xue Volunteer & Engaging With Communi4es
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25-‐FOLD GDP increase and
600M+ people moved out of poverty since 1980
Reflec4ng its record-‐breaking urbaniza4on and industrializa4on, China is changing fast!
3.8 Trillion RMB($600 billion),
40 % global e-‐commerce market >USA + EU by 2017
700M internet users
in China
He l l o !
ShiTing China from the industrial powerhouse to service powerhouse
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“Made in China 2025” ini4a4ve -China’s most comprehensive and ambiPous industrial plan to upgrade China’s manufacturing
9 Key Tasks To Focus On
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Guiding an $11 trillion economy with 1.4 billion people onto a new path is an unprecedented challenge.
(Produced by China.org.cn)
/ Improving manufacturing innovaPon / Strengthening the industrial base / Enforcing green manufacturing / Advancing restructuring of the manufacturing sector / InternaPonalizing manufacturing
/ IntegraPng informaPon technology and industry / Fostering Chinese brands / PromoPng breakthroughs in ten key sectors
/ Promo4ng service-‐oriented manufacturing and manufacturing-‐related service industries
Industrial Age Informa4on Age Smart Age ?
Change is powered by the “Convergence of Ages”
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China West
Great example is……
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It is helping them to transi4on from bricks and mortar to O2O(online to offline).
Wechat is accelera4ng change for small business
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State-owned Enterprises (SOEs) 国有企业 MulPnaPonal Companies (MNC) 国际公司 Medium-‐sized Enterprises (SMEs) � 中小企业 The Government 政府
But, How About Transi4on for Larger Organiza4ons?
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我认为下一个大风口传统行业+服务设计
• From Making Goods into delivering Service that provide goods
Why S e r v i c e D e s i g n ?
During the ‘Convergences of Ages’, we believe ‘Service Design’ is a good bridge to help transform China’s Tradi4onal Industries & Businesses
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OUR EXPERIENCE During 13 years, we have had a great opportunity to work across many industries.
Copyright by CBi China Bridge � 2016
Finance Healthcare Retail Public service AutomoPve EducaPon CPG (Consumer Packaged Goods)
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Transforming businesses is never easy.
A RECENT MCKINSEY GLOBAL LEADERSHIP SURVEY FAMOUSLY FOUND THAT ONLY 3 IN 10 CHANGE EFFORTS SUCCEED.
A Recent McKinney global leadership survey famously found that only 3 in 10 change efforts succeed.
Only 30% of companies succeed!
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The reality is successful change is more about MINDSETS -‐ Not budgets
AN IBM STUDY HAS IDENTIFIED THAT THE BIGGEST ROADBLOCKS TO CHANGE ARE PEOPLE FACTORS.
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In China, for tradi4onal business there are big gaps in both “Mindsets & Culture”.
对于传统行业服务设计的引入存在文化差异
GAPS when using Service Design
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Values Chinese Model of Thinking Western Model of Thinking
Philosophy 哲学 Confucius, etc. 孔子 Plato, etc. 柏拉图
Society 社会 CollecPvist 集体主义 Individualist 个人主义
Order 秩序 Hierarchy 阶级 Equality 平等
Decision 决策 Authoritarianism 权威 DemocraPsm 民主
CommunicaPon 沟通 Implicit communicaPon 含蓄 Direct communicaPon 直接
Method 方法 Study 学习 Research 研究
Value 价值 Family 家庭 Self 自身
Measurement criteria 评估标准 Harmony & Balance 和谐平衡 Results 结果
Interpersonal RelaPons 关系 Co-‐dependence 共存 Independence 独立
Way of CreaPon 创造方式 Individual’s talent 个人才华 CollaboraPon 团队协作
Structure 结构 Curvilinear 曲回 Linear 线性
Founda4ons of China & Western Value Systems
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We have been challenged in recent years to get leaders in China to adopt Service Design into their businesses. 我用了几年时间思考如何影响决策者为服务设计买单 �
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We tried to apply the approach to service design created in the west… …but it did not go so well…
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如何直白易懂、更有连接效果传达服务设计的意义、方法和效果
We had to zoom out – To find a new way to convey the value, meaning, methodologies of Service Design in a straighqorward and easy-‐to-‐understand way…
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如何道术结合做更有战略意义的服务设计
…linking the theory and prac4ce to endow service design with a strategic purpose…
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� 五 � [wǔ]
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� � 行 � [xíng]
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� 五 � [wǔ] 行 � [xíng]
5 Elements
Wood – Fire – Earth – Metal – Water
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五行,中国古老的哲学每个中国人都懂
Chinese ancient philosophy
Wu Xing: The Rela4onships of 5 Elements
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+ Enhancing: • Wood feeds Fire • Fire creates Earth • Earth produces Metal • Metal asracts Water • Water nourishes Wood
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Wu Xing: The Rela4onships of 5 Elements
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Wu Xing: The Rela4onships of 5 Elements
• Wood parts Earth • Earth absorbs Water • Water quenches Fire • Fire melts Metal • Metal chops Wood.
-‐-‐ Diminishing:
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How does 5 elements relate to Business?
We have been developing our working philosophy, a combinaPon of our culture with a Western toolbox. Using the framework of Wu Xing, we defined 5 organizaPonal elements that posiPvely impacts service design. They are inter-‐related.
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Bridging Eastern & Western Applying a Holis4c Approach with Service Design
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10 years ago: HanLan Waste Management Facility a B2G Business
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Not In My Backyard (NIMBY) 邻避效应
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Process 20 Million Kilos of waste everyday produced by 17 Million of people: Roughly the populaPon of the Netherlands “Can you imagine what it smells like?”
10 years later
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综合环境服务领跑者An Integrated Environmental Service Leader
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How to grow when nobody wants you -‐ NOT IN MY BACKYARD (NIMBY) Strategy: How can the organizaPon turn its workers, partners and customers into
believers and contributors? Leadership: How to align on a purpose? -‐ company, customer and community?
Culture: How to avoid internal conflict when delivering value across channels? Crea4vity: How to enable value creaPon that uPlizes different channels? Data: How can we beper understand & uPlize data and informaPon to iterate strategy?
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Innovate And Move Up The Value Chain
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Video link: hpps://vimeo.com/190058374
“Please Grow”
B2G C “NIMBY”
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To move beyond just government support. There was a need to transi4on the Manufacturing Driven Mindset. Before
Open monitoring ︱ Theme Park ︱ Social media ︱ Online shop ︱ EducaPon program ︱Community engagement
To embrace communi4es through a Mul4-‐channel approach and transi4on to a “Service Mindset”.
B2G + C Future
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内部变革产生外部效果
Business Model Innova4on
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Make External Impact Through Internal Changes
2. BROAD EXPERIENCE � Our extensive work in different industries, cross pollinates our ability to understand peoples needs and mindsets. It gives us a unique perspecPve for developing a broad range of products, service and experiences that resonate in China for Chinese.
1. THE POWER OF COMBINING CULTURE WISDOM + SERVICE DESIGN
We used philosophy centered approach to solving complex challenges, defining strategy and transforming leadership vision into culture, and then ideas into business results.
Front service experience + Behind the scene
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