Service Innovartion
Service Innovation
Service Innovation
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,
3 pillars of Doblin's model for innovation
Set innovation strategy
Design, build & launch innovations
Become better innovators
Set innovation strategy
Innovation agenda > Opportunity spaces > Contextual research > scenario planning
Design, build & launch innovations
user-centered research > ten types of innovation > prototype & test > piloting & launch
Become better innovators
organizational assessment > transformation campaigns > leadership coaching > education & training
Ten types of innovation
balance between product development and other forms of innovation is unbalanced
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
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
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Lernkarten
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,
3 pillars of Doblin's model for innovation
Set innovation strategy
Design, build & launch innovations
Become better innovators
Set innovation strategy
Innovation agenda > Opportunity spaces > Contextual research > scenario planning
Design, build & launch innovations
user-centered research > ten types of innovation > prototype & test > piloting & launch
Become better innovators
organizational assessment > transformation campaigns > leadership coaching > education & training
Ten types of innovation
balance between product development and other forms of innovation is unbalanced
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
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
