Tag Archives: Service Innovation

Do you need a “conductor” for service innovation?

Posted on July 24, 2008 by Gary R Schirr

A new leadership metaphor for co-creation ensembles The ASU online magazine has an interesting article on managing co-creation of software and other services. Since different groups are involved — in-house developers, outsourced developers, users — it may take a “conductor” … Continue reading →

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Steps to NSD Success

Posted on July 12, 2008 by Gary R Schirr

Customer-centric research methods one of Eight Steps In Jan ’05 Fast Company converted a conversation with the principals of Peer Insight into eight steps to service innovation success. Here are the five that most resonate with the themes in this blog: … Continue reading →

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Virtual Customer Environments (VCE)

Posted on July 7, 2008 by Gary R Schirr

 “Web labs” go beyond customer advisory groups Customer engagement methods has been the topic that has generated the most discussion on this blog to date. Traditional market research methods — such as multiple-choice surveys, focus groups, employee suggestions, etc. — … Continue reading →

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What is the degree of Service-ness?? Part I

Posted on May 28, 2008 by Gary R Schirr

How should a goods/service continuum be defined? In my dissertation ( Schirr 2008 ) I had in-depth discussions with thirty executives involved in service innovation in their organizations. One of them who had had a varied business career noted: I’ve worked … Continue reading →

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Many Crummy Trials BEAT Deep Thinking: Discussion

Posted on May 5, 2008 by Gary R Schirr

 Two related posts in the last month have generated a fair amount of interest: “Many Crummy Trials BEAT Deep Thinking” (4/20) “the cost of trying is lower than the cost of analyzing.” (4/1) — An executive in charge of online … Continue reading →

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Contours of Service Innovation: IBM

Posted on April 30, 2008 by Gary R Schirr

Everyone familar with this blog probably has heard the statistics: 80% of the US economy is services Less than 30% of innovation spending is on services Very little of the academic or practitioner research literature on innovation involves services The … Continue reading →

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“Process IS the product”

Posted on April 23, 2008 by Gary R Schirr

Service Innovation: Intrinsically Holistic? Process is the Product Ed Furash, a well-know bank consultant, was quoted by a banker I interviewed in my NSD research as saying “In financial services process is the product.” One of the problems with applying … Continue reading →

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“Many crummy trials BEAT deep thinking”

Posted on April 20, 2008 by Gary R Schirr

Just do it Last week I noted Clay Shirky’s comment that for internet innovation “the cost of trying is lower than the cost of analyzing.” I noted that this was an affirmation of the “Probe and Learn” process advocated by … Continue reading →

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Beta Culture

Posted on April 17, 2008 by Gary R Schirr

New Service Development and Agile Programming Several people have emailed me for a definition of Beta Culture as mentioned in the posting yesterday. [Please consider posting a comment: WordPress makes it easy and then everyone can see it.] Beta Culture … Continue reading →

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My first academic pub

Posted on April 16, 2008 by Gary R Schirr

 Sixteen Years of NPD Research The first academic article in the May issue of Journal of Product Innovation Management is a review of 16 years of new product development aticles in leading NPD, R&D, Marketing and Management journals written by … Continue reading →

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