DOCSLIB.ORG

The Future of Service Design” Generated by Conversations with the Global Service Design Community and Many Pioneers and Experts

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
The Future of Service Design” Generated by Conversations with the Global Service Design Community and Many Pioneers and Experts The Future of Service Dive into articles, comics, inspirations and provocations on the “The Future of Service Design” generated by conversations with the global service design community and many pioneers and experts. Discover the emerging issues for the still young, yet mature practice. Enjoy the playful and manifold perspectives and browse through this landscape of highly relevant prospects. DesignKöln International School of Design The Future of Service Design ©2020 KISD | TH Köln Publisher Prof. Birgit Mager, KISD | TH Köln, Gustav-Heinemann-Ufer 54, 50968 Köln Project Management David J. R. Sieverding, Martin L. Sistig Editorial Board Tarja Chydenius, Alessandra Enriconi, Birgit Mager, Maurício Manhães, Abigail Schreider, Jeannette Weber, Kokaew Wongpichet Layout David J. R. Sieverding, Martin L. Sistig Proofreading Matthew de Kretser Print and Bind Hundt Druck GmbH, Zülpicher Straße 220, 50937 Köln ISBN 978-3-9818990-6-1 Druckversion 25 years of service design — that deserves a review, but above all it selected experts and then in a second round involving the international service design community. Nine central themes for the future of service various breakout sessions at a service design summit in Cologne at the Subsequently, a group of students — as representatives of the future of service design — conducted interviews with the facilitators of the summit and with other experts in order to condense and further develop the core statements. The resulting contributions are a patchwork of let’s create food for thought and inspiration. So today we have in front of us a publication in which, over the course TOMORROW indirectly: through their participation in the surveys, through the lectures, moderations or discussions at the summit, through their willingness to be available for interviews with the students, through guest contributions book. I would like to warmly thank all of the contributors. And I hope that the publication will trigger further discussions — we have published a new channel on Slack (page 78) and would be happy to have a lively exchange. Have fun and be inspired while browsing and reading! Anecdotes, Status Quo, Perspectives !"! The Future of Service Design !"# Service Design Meets Business !$% Hitting the Glass Ceiling !&% Service Design and Government !%! Service Design and Education !'% Technology for Service Designers !#% Service Design and Technology !#( Service Design and Ethics !($ Managing Service Design at Scale !)# Service Design and Sustainability "!! Service Design Agencies of the Future ""% Service Design Culture and Leadership: "$% A Mutual Dependency? Service Design and Future Forecasting "&! More than Designed Services "%! Authors, Editors, "%( Interview Partners & Facilitator Index "'( Contents 1. History the European Union organised a European design award for a committee for design. Board service design. Indeed, this was members of this committee were a completely new category and the German guy provided, as he thought, reasonable arguments then still much smaller European for this idea. Much to his surprise, the clear majority of the Board was Italy, UK, France, the Netherlands, upset, shouted at him, considered Denmark, Belgium and Germany to this a very stupid proposal. Only name a few). the two Italian members, Giugliano In the beginning, there were mainly Molinieri and Marco Piva, supported discussions and quite an interesting this proposal. The end of the story exchange of information. Around was that this award never came into existence. a European design award. However, there already existed so many The German Design Council was national design prizes that it was controlled by a board, which consisted of several presidents of innovative European design award. This was the moment when the and several entrepreneurs. In one CEO of the German Design Council of these board meetings, the CEO Perspectives Status Quo, Anecdotes, !!" !!" of the German Design Council studies at Cologne! tried to explain to one of the board The problem continued when members (the owner of a well the dean tried to appoint an known furniture company), that appropriate professor for this his company, too, was not just field of study. Finding strong manufacturing furniture but, more candidates for the other nine importantly, should be considered fields of study was pretty easy as part of the service industry, as as he talked and discussed furniture inevitably serves as a with several people who were vehicle provides for the service to immediately enthusiastic be able to work. Five minutes later about this new concept and he left the board and accused the the opportunity to become CEO of not knowing anything about a professor. He discussed 2. the economy. No doubt, this matter with senior designers and top caused a small scandal within the managers of industries about his German Design Council. concept of service design but nobody really understood what he meant. It took about four years by the Polytechnic University of until he found somebody who did Present Cologne to design a programme for understand — a very competent an advanced study programme. His lady who had studied psychology concept comprised a compulsory and worked as a manager of Meanwhile this has changed to be and stay successful. This interdisciplinary course of design a big company. She needed a enormously: many companies applies to almost every economic study as well as a professorship for surprisingly short amount of and institutions have understood sector such as public transport, service design. time to become fully involved in the relevance and competence of health, media / digitisation, city Well, this concept was approved the discussion of service design. service design, many conferences planning, communication, banks by the board of the PolyU and also At that time, she was the only and research projects have been and insurance companies, food and by the state government of North- one to give a clear profile to the carried out globally, and there is a shopping, to name but a few. All this concept of service design and to lot of publications about service has to be organised, i.e. designed, to asked to become the founding continuously improve it. design. No doubt, the Cologne-based dean. However, when she and the international Service Design Network necessities. founding dean published an has been responsible for most of the When this programme and exciting (and in the mid-nineties success and has gained an immense Meanwhile, many agencies and the vacancy for a professor of totally new) book on this topic, design studios have been established service design were published it was in no way successful in the market. It needed quite a Service design actually is very and consulting by service design. professional designers including few years and the fantastic and important from an economic as It has become a huge market and the president of the German innovative engagement and well as social perspective. The fact created a really impressive network. Association of Industrial Designers commitment of Prof. Birgit Mager that at least in economically highly Unfortunately, universities across started to publicly blame such to establish and to promote this the globe still lack awareness of the nonsense and they made jokes competence of design. of the national income is based on relevance and possibilities of service about service design as the design the service industry, and this means that the competences of service of universities to be slow and not times for the newly founded design design are urgently needed in order dynamic enough. !"! !"" 3. Future Like always, a good standard should Second, and deeply connected because the needs, wishes, fears, is just a military category and never ignore the imperative of better with the above mentioned, it behaviours and attitudes of has nothing to do with design activities and improved thoughts. is important to try to better genders are of great importance in — design, on the contrary, is A few examples: understand cultural differences. understanding what is happening interdisciplinary per se. First, research and theory of service design has to observe and in society today. Before designing Last but not least: service design service design should not cling to analyse those objectively existing new services, you have to conceive — like all realms of design — has differences apart from all these and analyse possible gender to give up any schoolmasterly banal academic methodological talks about globalisation: different differences in order to provide attitude towards people. Luckily, constraints far away from the gestures and behaviours, manners, appropriate and ingenious service mundane world. Indeed, too much explanations of the meanings designs. and use the objects and services research has lost any contact to the of language, needs, desires and as they like. service design could empirical reality, to social and even social relations. You cannot Of course, when something has be a facilitator for empathic and economic presence. Instead, we understand and improve services, become very strong or successful human services. have to learn again to take people if you do not understand these (such as service design), it tends seriously and to observe precisely diverse cultural techniques. to be complacent and often Designers in particular must what they are doing, how they considers itself unique. If service comprehend the importance of
Load more

Recommended publications
  • Braunprize 2012 Is Looking for Ingenious Solutions and Product Ideas to Make Our Everyday a Better Place
    Our everyday has become an artificial environment of architecture and technology and while it seems that the quantity of products around us is consistently increasing, their level of quality is not. We have surrounded ourselves by many things we don´t really value, instead of focusing on fewer but better solutions to help us live our lives. With this in mind, the BraunPrize 2012 is looking for ingenious solutions and product ideas to make our everyday a better place. 4 5 4 Editorial 6 Index 8 About the BraunPrize 18 Jury Statements 34 Students 36 Finalists 44 Sustainability Awards 50 National Winners 68 Special Mentions 84 Professionals & Enthusiasts 86 Finalists 94 Sustainability Award 98 National Winners 116 Special Mentions 126 Appendix 6 7 BraunPrize Jury Statement Students Professionals Appendix Why do we promote design? When the BraunPrize was established in 1968, it was Germany’s first international competition to promote the importance of industrial design and the work of young When Erwin Braun, son of Braun founder Max Braun, established Germany´s first designers. Braun’s continuous commitment to this cause has been highly regarded international design prize in 1968 – the BraunPrize – it was originally introduced to by the design world and the design-aware public ever since. stimulate public debate about design, at a time when understanding and awareness of design and its positive benefits were largely unknown. The objective of the BraunPrize today is to promote the work of young and established Forty-four years later, the focus on promoting design itself is no longer the highest designers from all over the world, to value the work of design schools, design teams priority.
    [Show full text]
  • A Glossary of User-Centered Design Strategies for Implemen- Tation Experts
    TBM ORIGINAL RESEARCH A glossary of user-centered design strategies for implemen- Downloaded from https://academic.oup.com/tbm/advance-article-abstract/doi/10.1093/tbm/iby119/5232646 by guest on 07 December 2018 tation experts Alex R. Dopp,1, Kathryn E. Parisi,1 Sean A. Munson,2 Aaron R. Lyon3 1Department of Psychological Abstract Science, University of Arkansas, User-centered design (UCD), a discipline that seeks to ground Implications Fayetteville, AR 72701, USA the design of an innovation in information about the people 2 Practice: Use of shared language around user-cen- Department of Human Centered who will ultimately use that innovation, has great potential tered design (as presented in this glossary) can Design and Engineering, University of Washington, Seattle, WA to improve the translation of evidence-based practices from maximize the usefulness of interdisciplinary 98195, USA behavioral medicine research for implementation in health care efforts to promote the implementation of evi- 3Department of Psychiatry and settings. UCD is a diverse, innovative field that remains highly dence-based practices through improved design. Behavioral Sciences, University of variable in terms of language and approaches. Ultimately, we Washington School of Medicine, produced a glossary of UCD-related strategies specifically for Seattle, WA 98195, USA experts in implementation research and practice, with the goal Policy: Policymakers who wish to promote a of promoting interdisciplinary collaboration in implementation user-centered culture in health services should efforts. We conducted a focused literature review to identify consider the value of tools like this glossary in key concepts and specific strategies of UCD to translate into developing shared language and interdisciplinary the implementation field.
    [Show full text]
  • The Future of Visual Communication Design Is Almost Invisible Or Why Skills in Visual Aesthetics Are Important to Service Design
    ServDes2018 - Service Design Proof of Concept Politecnico di Milano 18th-19th-20th, June 2018 The future of visual communication design is almost invisible or why skills in visual aesthetics are important to service design Mark Roxburgh [email protected] School of Creative Industries, Faculty of Education and Arts, University of Newcastle, University Drive, Callaghan, Australia, 2308 Jemimah Irvin [email protected] nib Health Insurance, Locked Bag 2010, Newcastle, Australia, 2300 Abstract Over the past 20 years there has been an increase in post-secondary visual communication education in Australia while the growth of the industry itself has been low, meaning an increasing number of graduates compete for a limited pool of jobs1. The use of visualisation in human centered and service design approaches provides alternative employment opportunities for these graduates. This paper presents a case study of a visual communication honors research project that is indicative of those opportunities and the potential benefits of having highly skilled visual practitioners involved in human centered and service design processes. Furthermore, we argue that a consideration of the aesthetics of the visualisation methods used in this context is essential and that visual aesthetics should be a significant part of the service design skillset. KEYWORDS: visual communication, visual aesthetics, visual research methods, visual storytelling, visual skills 1 Average annual employment growth for visual communication in Australia: Historical 2010 – 2017, 0.69%. Forecast 2018 – 2024, 1.4% (Do, 2017). Introduction Whilst we use a visual communication honors design research project as a case study to argue our case, it is not our intention to provide a detailed account of the project, a step by step guide of the methods of research and an analysis of its success or failure.
    [Show full text]
  • Warts-And-All: the Real Practice of Service Design
    Warts-and-all: the real practice of service design Dr Yoko Akama School of Media and Communication RMIT University GPO Box 2467V Melbourne Victoria 3001 Australia Tel: +61 (0)3 9925 9807 Fax: +61 (0)3 9639 1685 e-mail: [email protected] www.rmit.edu.au Introduction Service design practice, discourse and education are still nascent in Australia where most designers are trained in fields such as industrial design, architecture, communication design, and to a lesser degree, interaction design (a field that is equally nascent). Academic research on service design has so far been limited (Kimbell and Seidel 2008) and much of the knowledge generated from business contexts has been proprietary (Tether 2008). These factors have led to a lack of critical engagement in examining and investigating the complex contexts that surrounds service design projects. This also adds to the challenging obstacles for designers seeking to establish and embarking upon a service design-led practice in Australia. The paper critiques service design case studies that are often documented and reported in a manner that abstracts and generalises the realities of this field as obstacles to understanding the ‘real’ practice of service design. Through attempts to clarify, systematise and advocate the benefit of service design, authors might gloss over the messy realities and the contextual knowledge grounded in action. This has resulted in practice-based knowledge being ‘lost in translation’. This is a critical shortfall. It becomes a disadvantageous factor in developing learning frameworks for designers in similar contexts to Australia who are seeking models, methods, case studies and discourse on service design from established agencies and research institutions on service design across Europe.
    [Show full text]
  • Adding UX in the Service Design Loop: the Case of Crisis Management Services
    Interaction Design and Architecture(s) Journal - IxD&A, N.37, 2018, pp. 47-77 Adding UX in the Service Design Loop: The Case of Crisis Management Services 1 1 Karim Touloum , Djilali Idoughi , Ahmed Seffah2 1 University A. Mira of Bejaia, Bejaia, Algeria 2 Innovation and Software Department, Lappeenranta University of Technology, Finland {karim.touloum, djilali.idoughi}@univ-bejaia.dz [email protected] Abstract. Focus on user experience (UX) has been a growing trend in service design (SD), as it has various benefits. As it will be demonstrated in this paper, developing an efficient, yet usable crisis management service requires a deep understanding of the experience of all stakeholders involved in the crisis. While many SD studies have proposed different principles, practices and tools, there is a lack of a practical comprehensive design framework that empowers designers to integrate effectively UX in the SD lifecycle. In this paper we propose a methodological framework called UXD-IS (User eXperience Design of Interactions and Services) that combines UX characterization and touchpoints analysis. The framework has been validated through a case study related to flooding crisis management. The investigations reveal that the framework is a powerful support tool during the first phases of the development of a new service or the improvement of an existing one. Keywords: user experience, service design, interactive service, design framework, touchpoints, user journey, crisis management. 1 Introduction Crisis management services are undergoing major and fundamental changes in all countries around the world. This is a result of a number of convening forces including public budget cuts, demographic shifts, massive immigration, urbanization, environmental challenges, terrorism risks and rapid technological change [1, 2].
    [Show full text]
  • Stakeholder Engagement for Service Design Will Be the Main Focus of the Thesis
    Abstract Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. Introducing a new design material may however also introduce new challenges to practice. The research presented in this thesis investigates how the design research phase of the human-centred design process is affected by making services a design material. How users, staff and other stakeholders are involved in service design projects was studied in four studies. Two studies focused on getting a holistic view of how service designers engage stakeholders in their design research. The methods used for these two studies were interviews in one case and participatory observation in the other. The two remaining studies focused on specific aspects of the stakeholder engagement process. One compared how designers and anthropologists approach ethnography, whereas the second investigated the communicative qualities of service design visualisations. It is argued that service design is a stakeholder-centred design discipline. The tools used in service design are to a large extent borrowed from other qualitative research traditions, but design-specific tools do exist. By analysing and synthesising the information obtained, it is then i Abstract transformed into insights. These insights are visualised to provide easily accessible representations of service situations. The final section of the thesis identifies challenges ahead for service design practice, based on the findings of the thesis and based on existing theoretical frameworks for the discipline.
    [Show full text]
  • Service Innovation Through Touch-Points: Development of an Innovation Toolkit for the First Stages of New Service Development
    ORIGINAL ARTICLE Service Innovation Through Touch-points: Development of an Innovation Toolkit for the First Stages of New Service Development Simon Clatworthy Oslo School of Architecture and Design, Norway This paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit developed in the AT-ONE project - the AT-ONE touch-point cards. These cards have been developed to assist cross-functional teams during the first phases of the New Service Development (NSD) process. This paper describes and analyses the development of the tools, their intended use and their evaluation following actual uptake by several commercial service providers. The results show that the toolkit assists the innovation process during the first phases of the new service development process and helps develop team cohesiveness. The card-based approach offers a tangibility that teams find useful, and that offers multiple usage alternatives. In addition, the paper describes the multiple functions that tools used in service innovation need to accommodate, and how design makes an important contribution to this. The work also reflects upon the materials of service design and suggests that touch-points are one of the materials used by designers to understand, explore and develop innovative service solutions. Suggestions for further work are included that include aspects of toolkit tangibility, usage areas and touch-point innovation. Keywords – Touch-points, Methods for Service Innovation, Touch-point Cards, Toolkit, Cross-functional Teams, Service Design, Innovation. Relevance to Design Practice – Describes how innovation in new service development processes can be achieved through focusing on touch-points, and describes a toolkit approach to foster this in service organisations.
    [Show full text]
  • [email protected] & [email protected]
    [email protected] & [email protected] DESIGNIT… Oslo Stockholm Aarhus Copenhagen London Berlin New York Munich San Francisco Barcelona Madrid Tokyo Tel Aviv Bangalore Medellín Lima 17 550+ 40 Offices Employees Nationalities Sydney 3 F U T U R E S 5 DÉT DER BETYDER NOGET IMORGEN BLIVER BYGGET IDAG Vi lever lever I en teknologisk brydningstid. Forandring. disruption. Fart. Vi ved ikke, hvor vi ender - men vi kan påvirke retningen! F U T U R E S FUTURES ER EN LEGEPLADS. 2018: Prototyping Futures in Copenhagen F U T U R E S TRUSTING Hvordan kan vi bygge transparens og ansvarlighed ind INVISIBILITY i de systemer vi ikke kan se? PLAYFUL Hvordan kan vi bruge leg til at UNLEARNING reboote vores hjerner? ENHANCING Hvordan kan vi leve i symbiose HUMANITY med teknologien? F U T U R E S TRUSTING INVISIBILITY F U T U R E S VERDEN BESTÅR I STIGENDE GRAD AF USYNLIGE SYSTEMER 2 500 000 000 000 000 000 mb data hver dag 200 milliarder “smart devices” I 2020 I 2020, vil 85% af alle kundeinteraktioner blive administreret af en maskine F U T U R E S I 10 ud af 15 sektorer er tilliden konsekvent dalet i de senere år Stigende mistillid til politiske institutioner - globalt USA har oplevet det største fald på tillidsbarometret af alle vestlige lande TILLIDEN DALER. F U T U R E S TILLID ER ESSENTIELT F U T U R E S TILLID KAN DESIGNES - MEN HVORDAN? …er noget man gør sig fortjent til …handler om transparens …implicerer gensidighed …handler også om friktion …forudsætter empati F U T U R E S AI VR AR MR ADI ADD AE “Artificial empathy (AE) er udviklingen af AI systemer, som fx Robotter, der kan afkode og reagere på menneskelige følelser”.
    [Show full text]
  • Media Release Singapore Is First City to Host INDEX: Award 2011 Exhibition on Global Tour
    Media Release Singapore is First City to Host INDEX: Award 2011 Exhibition on Global Tour The biennial INDEX: Award, worth €500,000, is not only the biggest, but possibly the most important design award because of its focus on ‘Design to Improve Life’. INDEX: Award 2011 Exhibition has kicked off its global tour with Singapore as its first port of call. Singaporeans will be the first to see the winning designs and finalists of INDEX: Award 2011 from 4 – 19 February 2012 at the plaza in front of The Cathay building after its premiere in Copenhagen. 2. The Danish Ambassador to Singapore, His Excellency Ole Lisborg, will officially launch the INDEX: Award 2011 Exhibition in Singapore at The Cathay on 8 February 2012. “On behalf of Denmark, I am very pleased to welcome such an entrepreneurial and innovative collection of life-improving designs to Singapore,” said Mr Lisborg. He will be accompanied by Dr Lee Boon Yang, Chairman of Keppel Corporation, the main exhibition sponsor, and Mr Robert Tomlin, Chairman of the DesignSingapore Council, the exhibition organiser and host. (See Annex A for more details on the exhibition.) 3. INDEX: Award 2011 Exhibition features the winning designs and finalists of the biggest design award in the world. The biennial INDEX: Award, worth €500,000, is not only the biggest, but possibly the most important design award because of its focus on „Design to Improve Life‟. „Design to Improve Life‟ is a global movement about innovative designs that improve life for people around the world. Many around the world are using the same vocabulary, ideas and processes that are at the heart of INDEX:, which is to enlist creative people to work on urgent global challenges.
    [Show full text]
  • Invigorating the Rise of Social Art
    The Social Art Award Invigorating The Rise of Social Art Edition No. 1 Institute for Art and Innovation The Social Art Award Invigorating The Rise of Social Art Edition No. 1 Institute for Art and Innovation Imprint Authors Nicole Loeser, Viktoria Trosien Images and work descriptions All artists and authors Editor and Layout Institute for Art and Innovation In cooperation with WHITECONCEPTS Gallery, Berlin/DE All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying or otherwise, without the prior permission of the publisher. © 2017 Publisher Institute for Art and Innovation e.V. Auguststr. 35 10119 Berlin Phone +49 30 87337057 Fax +49 321 2113 4523 [email protected] www.art-innovation.org Content Imprint The Social Art Award Prologue by Viktoria Trosien Prologue by Nicole Loeser What is Social Art? Selected Artists Paul Altmann MAIK Alles Gute Atelier SER {WILD CARD} Tatjana Macic {TOP 10} Puk Bresser Antoanetta Marinov Gerd G.M. Brockmann {TOP 10} Beatriz Morales Pietro Celesia Karine Morel Mark Cypher Natalija Otonicar Diogo da Cruz {TOP 10} Fani Pantazidou Christa Joo Hyun D’Angelo {TOP 10} Keith Plummer Simona DaPozzo Julia PopLawska Katarzyna Stefania Debska Quek Jia Qi {TOP 10} David Bert Joris Dhert {TOP 10} Rachel Reid {TOP 10} Don Quixotes Theater Group Amina Sahan Glen Farley {TOP 10} Natasha Sarkar {WILD CARD} Sibylle Grundeis Claudia Schmitz Ann Isabelle Guyomard Nina Sumarac Jablonsky {TOP 10} Gertrud Hahnkamper Moses Tan Andrea Huyoff/CargoCult Lino Tonelotto {TOP 10} Ola Ignasiak O. Yemi Tubi Radanut im Oeb aka KARIZMIN Ida van der Lee Vanja Jovic Júlia Végh Rebecca Kautz Erik Vrcon Sigrid Keunen Fiona White Lauren Klarfeld Oier Gil Zapirain Yejeong Ko Irena Zieniewicz Olga Lamm Jury Members The Social Art Award in and to shape everyday social interaction.
    [Show full text]
  • Designit Spain Digital, S.L
    DESIGNIT SPAIN DIGITAL, S.L. (Sole Shareholder Company) Annual Accounts corresponding to the financial year ending on March 31, 2021 TABLE OF CONTENTS ▪ Balance Sheet as of March 31, 2021 ▪ Profit and Loss Account corresponding to the period between April 1, 2020 and March 31, 2021. ▪ Statement of Changes to Equity corresponding to the period between April 1, 2020 and March 31, 2021. ▪ Cash Flow Statement corresponding to the period between April 1, 2020 and March 31, 2021. ▪ Annual Report corresponding to the period between April 1, 2020 and March 31, 2021. ▪ Management Report corresponding to the period between April 1, 2020 and March 31, 2021. Designit Spain Digital S.L (Sole shareholder company) Balance Sheet as of March 31, 2021 and as of March 31, 2020 (Expressed in Euros) Concept Note 31.03.2021 31.03.2020 ASSETS 1.228.673 3.716.532 NON-CURRENT ASSETS 386.709 2.559.591 Tangible Fixed Assets 5 160.737 232.103 Land & Buildings 0 0 Technical Installations and other fixed assets 160.737 232.103 Long-term Investments in Group Companies and Associates 6 197.904 1.773.253 Asset Instruments 197.904 1.773.253 Long term financial investments 6 28.068 38.188 Other investments 28.068 38.188 Assets due to deferred taxes 10 0 516.047 CURRENT ASSETS 841.964 1.156.941 Commercial Debtors and other receivables 6 499.725 824.997 Clients due to sales and provision of services 499.725 824.997 Clients for sales and provision of services in the short term 488.580 808.985 Clients companies of the group 11.145 16.012 Assets for current tax 0 0 Short term
    [Show full text]
  • Download (1524Kb)
    editorials P. 2 enlargement of the eu P. 10 ctm productivity increased P. 14 case-law from the boards of appeal, cfi and ecj P. 26 the first full year of the rcd P. 46 external relations P. 52 progress on human resources P. 58 housing policy P. 62 investing in improving quality P. 63 the ohim’s financial evolution in 2004 P. 66 budgetary execution P. 68 Index organisation chart P. 70 central industrial property offices of the member states P. 72 central industrial property offices of the new member states P. 73 central industrial property offices of the candidate countries P. 74 international non-governmental organisations with which the ohim cooperates P. 74 statistics P. 76 useful numbers P. 88 editorials Mr Wubbo de Boer president of the ohim New The Office for Harmonization in the Internal Market (Trade Marks and challenges Designs) made significant progress in improving its services to users during 2004. We focused on our goals of cutting delays in applications, improving the quality of our work and increasing the efficiency of procedures. In particular, we were pleased to be able to eliminate the backlog in trade mark examination and reduce the backlog in oppositions during the course of the year. The OHIM processed some 75 000 trade mark applications in 2004 – thus eliminating the backlog of 35 000 applications that existed at the end of 2003. This remarkable progress was achieved by doubling the number of examinations, formalities checks and publications achieved in 2004 compared to 2003. The result is that 90% of trade mark applications are now published within 10 months of receipt.
    [Show full text]