The Service Transformation Game: Snakes and Ladders to Advanced Services

This paper presents a game that engages players with the transformation processes involved in servitization. We have developed a workshop activity using this game for senior executives from large enterprises and SMEs, which encourages participants to explore transformation processes. The activity employs a board game reminiscent of Snakes and Ladders. Transformation steps are assigned to the squares on the board, and enablers and inhibitors are associated with ladders and snakes respectively. The game encourages reflective learning by asking players to assign their own perceived barriers and enablers to the snakes and ladders, based upon their own experiences.