Overview:The Service Innovation Lab is the brainchild of Dr Byron Keating – a Professor of Service Management at the University of Canberra in Australia. Over the years, Byron has worked with a broad range of service providers to help them better understand the preferences of their customers (clients and citizens), and to unpack the decision making processes that critical to engineering effective services.
This work has produced a variety of proprietary tools that Byron and his team can adapt to address service related challenges in a wide range of industries. For example, recent projects have helped clients improve the measurement and management of mental health recovery, apply mobile technology to enhance location-based education in cultural institutions, identify suppliers that contribute to a sustainable supply chain, understand the impact of introducing new service delivery channels, perform better in competitive bidding situations, and generate greater value when outsourcing technology services. Clients have included Westpac Banking Corporation, DHL Logistics, TeamHealth, NSW Government, ACT Government, NT Government, and numerous agencies and departments of the Australian Government.