Service Innovation: How to Go from Customer Needs to Breakthrough Services PDF Download
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Author: Lance Bettencourt
Publisher: McGraw Hill Professional
ISBN: 0071717862
Category : Business & Economics
Languages : en
Pages : 289
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Book Description
Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic "Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation "The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm "Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics "Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University "Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc. If there’s one truism about the service sector, it's that businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice. In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done. Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products. True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service. Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes. Among the numerous key ideas and practices are: Insight on understanding the different types of clients you serve—and how your products deliver value to them Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products Practical guidance on staying focused on the "fuzzy front end" of service innovation The fundamental elements of a winning service strategy Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.
Author: Lance Bettencourt
Publisher: McGraw Hill Professional
ISBN: 0071717862
Category : Business & Economics
Languages : en
Pages : 289
Get Book Here
Book Description
Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic "Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation "The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm "Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics "Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University "Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc. If there’s one truism about the service sector, it's that businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice. In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done. Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products. True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service. Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes. Among the numerous key ideas and practices are: Insight on understanding the different types of clients you serve—and how your products deliver value to them Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products Practical guidance on staying focused on the "fuzzy front end" of service innovation The fundamental elements of a winning service strategy Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.
Author: Chew, Eng K.
Publisher: IGI Global
ISBN: 1466625139
Category : Business & Economics
Languages : en
Pages : 620
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Book Description
"This book provides a comprehensive collection of research and analysis on the principles of service, knowledge and organizational capabilities, clarifying IT strategy procedures and management practices and how they are used to shape a firm's knowledge resources"--Provided by publisher.
Author: Sandhu, Kamaljeet
Publisher: IGI Global
ISBN: 1799828018
Category : Business & Economics
Languages : en
Pages : 342
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Book Description
There are many advantages to incorporating digital services in business, including improved data management, higher transparency, personalized customer service, and cost reduction. Innovation is a key driver to how digital services are formed, developed, delivered, and used by consumers, employees, and employers. The largest differentiator comes from having a digitally empowered workforce. Companies increasingly need digital workers to establish greater digital skills to bear on every activity. Business leaders especially need to steer digital priorities, drive innovation, and develop digital platforms. Leadership, Management, and Adoption Techniques for Digital Service Innovation is an essential reference source that discusses the adoption of digital services in multiple industries and presents digital technologies to address and further advance innovation to drive successful solutions. Featuring research on topics such as cloud computing, digital business, and value creation, this book is ideally designed for managers, leaders, executives, directors, IT consultants, academicians, researchers, industry professionals, students, and practitioners.
Author: Joseph Tidd
Publisher: Imperial College Press
ISBN: 9781848161306
Category : Business & Economics
Languages : en
Pages : 468
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Book Description
In the most advanced service economies, services create up to three-quarters of the wealth and 85% of employment, and yet we know relatively little about managing innovation in this sector. The critical role of services, in the broadest sense, has long been recognized, but is still not well understood. Most research and management prescriptions have been based on the experience of manufacturing and high technology sectors. There is a clear need to distinguish which, if any, of what we know about managing innovation in manufacturing is applicable to services, what must be adapted, and what is distinct and different. Such is the goal of this book. This unique collection brings together the latest academic research and management practice on innovation in services, and identifies a range of successful organizational responses to current technological opportunities and market imperatives. The contributors include leading researchers, consultants and practitioners in the field, who provide rigorous yet practical insights into managing and organizing innovation in services. Two themes help to integrate the contributions in this book: . OCo That generic good practices exist in the management and organization of innovation in services, which the authors seek to identify, but that these must be adapted to different contexts, specifically the scale and complexity of the tasks, the degree of customization of the offerings, and the uncertainty of the environment. OCo That innovation in services is much more than the application of information technology (IT). In fact, the disappointing returns to IT investments in services have resulted in a widespread debate about the causes and potential solutions OCo the so-called OC productivity paradoxOCO in services. Instead here the authors adopt a broader notion of innovation, including technological, organizational and market change. The key is to match the configuration of organization and technology to the specific market environment. Sample Chapter(s). Introduction (35 KB). Chapter 1: Managing Service Innovation: Variations of Best Practice (490 KB). Contents: Conceptual and Analytical Frameworks for Service Innovation: Services and the Knowledge-Based Economy (I Miles); Service Innovation: Aiming to Win (T Clayton); Sector and National Studies of Innovation in Services: Innovation in Healthcare Delivery (D J Bower); Product Development in Financial Services: Picking the Right Leader for Success (E Chortatsiani); Applying Innovation Management Good Practice to Services: A Composite Framework of Product Development and Delivery Effectiveness in Services (F M Hull & J Tidd); Product Development in Service Enterprises: Case Studies of Good Practice (F M Hull); and other articles. Readership: Graduate students and researchers in management programs; managers."
Author: Henry Chesbrough
Publisher: John Wiley & Sons
ISBN: 0470905743
Category : Business & Economics
Languages : en
Pages : 88
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Book Description
The father of "open innovation" is back with his most significant book yet. Henry Chesbrough’s acclaimed book Open Innovation described a new paradigm for management in the 21st century. Open Services Innovation offers a new approach that demonstrates how open innovation combined with a services approach to business is an effective and powerful way to grow and compete in our increasingly services-driven economy. Chesbrough shows how companies in any industry can make the critical shift from product- to service-centric thinking, from closed to open innovation where co-creating with customers enables sustainable business models that drive continuous value creation for customers. He maps out a strategic approach and proven framework that any individual, business unit, company, or industry can put to work for renewed growth and profits. The book includes guidance and compelling examples for small and large companies, services businesses, and emerging economies, as well as a path forward for the innovation industry. "Whether you are managing a product or a service, your business needs to become more open and more inclusive in order to be more innovative. Open Services Innovation will be an invaluable guide to intrepid managers who commit to making that journey." —GARY HAMEL, visiting professor, London Business School; director, Management Lab; and author, The Future of Management "I tore out page after page to share with my leaders. Chesbrough has pioneered an entire rethink of business innovation that’s rich in concept, deeply explained, with tools ready to use in every industry." —SCOTT COOK, founder and chairman of the executive committee, Intuit "Focusing on core competence often tempts managers to keep continuing what succeeded in the past. A far more important question is what capabilities are critical in the future, and Chesbrough shows how to ask and answer these issues." —CLAYTON CHRISTENSEN, Robert & Jane Cizik Professor of Business Administration, Harvard Business School, and author, The Innovator's Dilemma "To thrive, businesses will need to master the lessons of open service innovation. Here is their one-stop guidebook with important lessons clearly and compellingly presented." —JAMES C. SPOHRER, director, IBM University Programs World-Wide "Open Innovation pioneer Henry Chesbrough breaks new ground with Open Services Innovation, a persuasive argument for the power of co-creation in the world of services." —TOM KELLEY, general manager, IDEO, and author, The Ten Faces of Innovation, The Art of Innovation "With his trademark style of beautifully explained examples, Henry Chesbrough shows how open service innovation and new business models can help you escape this product commodity trap and bring you to the next level of competition." —ALEX OSTERWALDER, author, Business Model Generation "Open Services Innovation shows how a business can redefine itself as a service organisation and tap into faster growth through shared innovation." —SIR TERRY LEAHY, chief executive, Tesco "Chesbrough shows how innovating openly with a services mindset can make you a market leader." —CHARLENE LI, author, Open Leadership, and founder, Altimeter Group
Author: Flemming Sørensen
Publisher: Edward Elgar Publishing
ISBN: 1785364863
Category : Service industries
Languages : en
Pages : 255
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Book Description
Research Methods in Service Innovation provides an essential methodological toolbox for researchers, students and practitioners interested in better understanding innovation and improving innovation processes in service organisations. Each chapter presents a specific method, introduces its theoretical foundations, explains its practical application, and provides examples and suggestions for its implementation.
Author: Mark Dodgson
Publisher:
ISBN: 019969494X
Category : Business & Economics
Languages : en
Pages : 722
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Book Description
While innovation is widely recognised as being critical to organisational success and the well-being of societies, it requires careful management to ensure that innovation processes have the best possible impact. This volume provides a wide range of perspectives on the nature of innovation management and its influences.
Author: Stefan N. Grösser
Publisher: Springer
ISBN: 3319454382
Category : Business & Economics
Languages : en
Pages : 369
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Book Description
This book is published under a CC BY-NC 4.0 license. The editors present essential methods and tools to support a holistic approach to the challenge of system upgrades and innovation in the context of high-value products and services. The approach presented here is based on three main pillars: an adaptation mechanism based on a broad understanding of system dependencies; efficient use of system knowledge through involvement of actors throughout the process; and technological solutions to enable efficient actor communication and information handling. The book provides readers with a better understanding of the factors that influence decisions, and put forward solutions to facilitate the rapid adaptation to changes in the business environment and customer needs through intelligent upgrade interventions. Further, it examines a number of sample cases from various contexts including car manufacturing, utilities, shipping and the furniture industry. The book offers a valuable resource for both academics and practitioners interested in the upgrading of capital-intensive products and services. “The work performed in the project “Use-It-Wisely (UiW)” significantly contributes towards a collaborative way of working. Moreover, it offers comprehensive system modelling to identify business opportunities and develop technical solutions within industrial value networks. The developed UiW-framework fills a void and offers a great opportunity. The naval construction sector of small passenger vessels, for instance, is one industry that can benefit.” Nikitas Nikitakos, Professor at University of the Aegean, Department of Shipping, Trade, and Transport, Greece. “Long-life assets are crucial for both the future competiveness and sustainability of society. Make wrong choices now and you are locked into a wrong system for a long time. Make the right choices now and society can prosper. This book gives important information about how manufacturers can make right choices.” Arnold Tukker, Scientific director, Institute of Environmental Sciences (CML), Leiden University, and senior scientist, TNO.
Author: Anne-Laure Mention
Publisher: World Scientific Publishing Company
ISBN: 9789811234484
Category : Diffusion of innovations
Languages : en
Pages : 0
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Book Description
For the last fifteen years, open innovation has been one of the hottest topics in innovation management research. Digitalisation of the open innovation process has also emerged as a concept of high organisational value. The potential benefits of this concept and how firms organise, or should organise, in order to realize these benefits have been addressed in numerous empirical studies published in scientific journals as well as books. Responding to the need for further conceptual and empirical research on open innovation in services, this book reveals if and how service providers in different service sub-sectors have implemented the concept of open innovation. Based on rich empirical data, the book discusses the benefits and drawbacks, the processes, the characteristics and the management practices of open innovation in private as well as public service organizations.Through a series of empirical case studies focusing on the open innovation practices of different public and private service organizations, this book contributes to deepening our understanding of how the concept of open innovation has been implemented in services, and what challenges, achievements and benefits that are associated with the implementation of open innovation concepts in this sector. These insights it provides can assist managers of both private and public service providers to confidently implement open innovation in an efficient manner in their organizations.
Author: Paul Windrum
Publisher: Edward Elgar Publishing
ISBN: 1848441541
Category : Political Science
Languages : en
Pages : 265
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Book Description
This is a timely and important contribution on innovation processes within the public sector. Departing from the myth of private equal to entrepreneurial, public equal to bureaucratic paralysis , it offers precious insights into public sector learning, entrepreneurship, of course inertias, and also the trade-offs involved in different management philosophies and performance evaluation methods. It is a rare example of political economy done right . Giovanni Dosi, Sant Anna School of Advanced Studies, Pisa Innovation and entrepreneurship have become the cornerstones for economic growth, jobs and competitiveness in the global economy. However, the burden for generating an innovative economy has fallen on the private sector. Scholars have been remarkably taciturn concerning the role for innovation and entrepreneurship in the public sector has remained strikingly invisible. No more. In Innovation in Public Sector Services, the authors assemble a team of leading international scholars in a path breaking study to identify the potential for the public sector in contributing to innovation and entrepreneurship. In particular, the volume introduces an insightful new analytical framework that lays the foundations for transforming a sleepy public sector into a dynamic, innovative and highly effective partner for leadership and change in the global era. Scholars, policy makers and business leaders who think that the public sector is condemned to being a hindrance to innovation and entrepreneurship rather than a leader championing change and competitiveness in a global economy would be well advised to read this important new book. David B. Audretsch, Indiana University, Bloomington, US and WHU, Germany This groundbreaking book provides new key insights and opens up an important research agenda. The book develops a new taxonomy of the different types of innovation found in public sector services, and investigates the key features and drivers of public sector entrepreneurship. The book contains new statistical studies and a set of six international case studies in health and social services. The research shows that public sector organisations are important innovators in their own right. Economic growth and social development depend on efficient public sector organisations that deliver high quality services, are effectively organised, and have excellent interactions with the private sector, NGOs and citizens. Public sector innovation is complex, invariably involving changes in services, organisational structures, and managerial practices. Essential to successful innovation are the policy entrepreneurs and service entrepreneurs who develop, organise and manage new innovations. This book provides key lessons for these public sector entrepreneurs. Innovation in Public Sector Services fills a fundamental gap; explaining the dynamics of innovation and entrepreneurship in public sector services and is of great importance for researchers, academics and students interested in innovation, entrepreneurship and strategy management. It provides a stimulating read for anyone working or interested in health and social services.
