Lernkarten

Lukas Schreuder
Karten 8 Karten
Lernende 2 Lernende
Sprache English
Stufe Grundschule
Erstellt / Aktualisiert 21.09.2013 / 13.12.2014
Lizenzierung Kein Urheberrechtsschutz (CC0)
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0 Exakte Antworten 8 Text Antworten 0 Multiple Choice Antworten
Fenster schliessen

What you must know before you can innovate in service

Your past, Capacities and where to acquire new one, Your market, Your culture, Your people, Customers and their market,

Fenster schliessen

3 pillars of Doblin's model for innovation

Set innovation strategy

Design, build & launch innovations

Become better innovators

Fenster schliessen

Set innovation strategy

Innovation agenda > Opportunity spaces > Contextual research > scenario planning

Fenster schliessen

Design, build & launch innovations

user-centered research > ten types of innovation > prototype & test > piloting & launch

Fenster schliessen

Become better innovators

organizational assessment > transformation campaigns > leadership coaching > education & training

Fenster schliessen

Ten types of innovation

balance between product development and other forms of innovation is unbalanced

Fenster schliessen

What did Schlesinger and Heskett (HBS) establish in thier model?

"The employee-as-a-disposable-tool" is very costly to a service company

Employees hate it - customers will not like it

Fenster schliessen

What are the 4 elements of Schlesinger and Heskett's model?

Invest in people as much as technology

Use technology to support front line people

emphasis on selection and training for both, employees and managers/executives

link compensation and performance for employees at every level