업무 인수인계의 서비스디자인 관점의 고찰

Abstract

본 연구의 목적은 인수인계의 필요성과 중요성, 형태와 사례를 분석 후, 성공적인 사례를 서비스 디자인 면에서 규명해 보고자한다.;Through this study, I have found collaboration and communication are the key factors to contribute to the success of task’s takeover in the company. Also they are emphasized by design thinking in the view of service design, too. I found out a successful case has common key words which are strong team work, team member’s relationship, open mind and interactive communication. There were an accumulative database for them to pursure the value, itself. In addition, the organizational culture has a form of distributed leadership rather than a strong one, which is similar to today's acting system. During the past, many studies focused on task’s takeover itself or the ways how to resolve issues. But I focused the contribution of design thinking in the area of takeover especially in the company and I think this paper has a meaning to broaden the view of thinking to sove the issue regarding the task’s takeover. I understood the design thinking in service design as a logical reasoning approach which uses the mindset to understand the user's needs and to find a solution to solve it. Also I considered the design thinking in service design as a user-centered innovation process that can be applied to various types of problems ranging from service to business model and process. Design Thinking has the value of collaboration and exchange. It is not just about creating ideas and running them quickly, but about working together in a diverse group of different thinkers. I wanted this paper would help solving the issues related to the task’s takeover in that view. The scope of this study was limited to companies and I researched the literatures. I could compare the common things and differences in factors such as laws, data, culture, managerial style, organizational type and etc. Through grouping and categorizing, I have summarized the common points of success cases. After that, I re-compared Mayo Clinic’s case which improved the process by the service design. It is hoped that this research contributes to various attempts to complement the gap between current problems and future goals by design thinking, rather than focusing on partial improvement of the task, on the issues related to the takeover of companies. Soon, wide variety of approaches by the design thinking in the view of service design are considered to contribute to solving the takeover problem.