Service design and productization for small service company

Abstract

The thesis study discussed about service design and productization of services. In addition to the main research topics this thesis also discussed briefly about strategies of service companies and the relevance of the blue ocean strategy. This thesis objective was to find out suitable service design solutions and productization models. The blue ocean strategy and the strategy’s organization performance was also discussed. All the topics were connected to the case company which was part of this study. These topics were chosen due to their relevance to the case company. Service design, productization and blue ocean strategy can all bring major benefits to the company. The benefits of these topics were studied from literature sources. Interviews were also held to the case company’s current customers. The interview focused mainly on the service design and offering. The interview included five semi structured questions. This thesis study followed deductive qualitative research methods. The theoretical framework included literature and theory of the main research topics. Main literature sources were books, studies, and academic articles. Empirical study included the customer interviews This study concluded a multiple different results and examples for the case company. Based on the interviews, all customers appreciated the service design and the length of service offerings in the case company. Customer interviews found out that the overall service model of the case company is good and needed. This thesis concluded several reasons of why service design, productization and blue ocean strategy are relevant to the case company. In the result chapter two examples were made for the case company concerning service processes.