Tag Archives: Service Innovation

Do you need a “conductor” for service innovation?

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

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)

 “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

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

 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

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”

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”

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

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

 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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