Service Innovartion
Service Innovation
Service Innovation
Set of flashcards Details
| Flashcards | 8 |
|---|---|
| Language | English |
| Category | Marketing |
| Level | Primary School |
| Created / Updated | 21.09.2013 / 13.12.2014 |
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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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