presentatie madrid 20th february ifma 2007
TRANSCRIPT
FROM SLA TO ELA
‘EXPERIENCE LEVEL AGREEMENTS?’
© Experience Level Agreement project 20-02-2008, Madrid 1/20
CONTENT
* Who am I?
* Why did I invite you?
* What are experiences?* What is the project about?
* Discussion about the project.
© Experience Level Agreement project 20-02-2008, Madrid 2/20
Why did I invite you?
1. I would like to inform you about the importance of Experiences within FM.
2. I would like to start a discussing about experiences in the FM work field, I need your experiences.
© Experience Level Agreement project 20-02-2008, Madrid 4/20
Experience in practice??
© Experience Level Agreement project 20-02-2008, Madrid 5/20
imagination + engineering=
IMAGINEERING
Creating experiences by using your imagination
( Re-inventing innovation.. Business logic from the experience perspective… )
© Experience Level Agreement project 20-02-2008, Madrid 6/20
PINE & GILMORE
© Experience Level Agreement project 20-02-2008, Madrid 7/20
Falk & Dierking
Physical Social
Personal
Environment- Office- Event hal
Others – people around you
Frame of reference- Eductation- norms/values (family & friends)
Source;‘’The museum experience’, Falk & Dierking.
© Experience Level Agreement project 20-02-2008, Madrid 8/20
Service or Experience??
© Experience Level Agreement project 20-02-2008, Madrid 9/20
Pike Place Seafood, Seattle
http://www.youtube.com/watch?v=h7tORf-DEyM
© Experience Level Agreement project 20-02-2008, Madrid 10/20
HOW CUSTOMERS THINK?
© Experience Level Agreement project 20-02-2008, Madrid 11/20
ZALTMAN (Harvard University)
Customer:
‘I would like that duck!”
FM:
‘Alright, we will get you that rabbit!”
Source;‘How customers think, Zaltman, HarvardBusiness School Press, 2003
© Experience Level Agreement project 20-02-2008, Madrid 12/20
ROLLERCOASTER
© Experience Level Agreement project 20-02-2008, Madrid 13/20
I-Pod
Example:Co-creation
Trends- Freedom
- Independance
© Experience Level Agreement project 20-02-2008, Madrid 14/20
THE PROJECT
© Experience Level Agreement project 20-02-2008, Madrid 15/20
RESEARCH QUESTION
© Experience Level Agreement project 20-02-2008, Madrid 16/20
PROJECT APPROACH
© Experience Level Agreement project 20-02-2008, Madrid 17/20
PARTICIPATING COMPANIES
© Experience Level Agreement project 20-02-2008, Madrid 18/20
CURRENT FINDINGS
Enjoy
Exceeding expectations
Positive energy
Matching perceptions
Humor Feel good
Emotions
FISHProgression
Economic Value
Communication
Trends
Inform
Share passion
Support
© Experience Level Agreement project 20-02-2008, Madrid 19/20
INTERESTED IN THE PROJECT?
I would like you to participate in the investigation
Or
Leave me your contact details and I will keep you posted!
http://www.experiencelevelagreement.com
© Experience Level Agreement project 20-02-2008, Madrid 20/20