SlideShare une entreprise Scribd logo
1  sur  24
Télécharger pour lire hors ligne
Innovation in the service sector
     Dr Palie Smart, Cranfield University


A presentation given at Innovation Day, 19th March 2009.

This presentation forms part of the Observatory’s ongoing
 State of the Region dialogue between policy makers and
         researchers on the theme of innovation.
Service Innovation
Dr Palie Smart
Senior Lecturer in Strategic Innovation
Management
Innovation



  • Innovation driving UK economy
  • 2003 Innovation Review
      • Focus on manufacturers
  • NESTA Hidden Innovation
  • 2003 Innovation Nation
  • Innovating in a recession
Defining Innovation
                                                                            R
                                                                        B ER
                                                                    s, the first step
                                                               ea
  “innovation is often confused with invention - but the latter is only
                                                           id
                                                     of
 in a long process of bringing a good idea to widespread and effective use.”

                                               on
                                                 Tidd et al (1997:24)


  “invention refers to the development ta
                                            tinew idea or an act of creation”
 whereby, “innovation refers toplo
                                      i of a
                             ex
                                 the commercialising of the invention”

                        ul
                                                 Ahuja & Lampert (2001:522)

                    sf conception + technical invention + commercial
               es
  “ innovation = theoretical
           cc
      Su
 exploitation                                    Trott (1998:12)


 “innovation is one percent inspiration and ninety-nine percent perspiration”
 Norville Barnes “The Hudsucker Proxy”
Service innovation
What do we know already?




   • Product centric innovation and manufacturing
   • Product Service Systems (Product-service
     bundles)
   • Generic innovation management models
   • Trends e.g. customisation
   • Services are different
Multi-dimensional
innovation
Taxonomy




Most innovation research focuses on ‘product’
                    Continuous   Discontinuous
•   Product*
•   Process
•   Placement
•   Proposition
*Good or Service
Innovation management
process
Core renewal




                   strategy               market


 creativity      process execution   product
                                               profit

                    culture
   inter-organisational network
What are services?


  • Service is a verb

  • Primary offerings are intangibles: experience-based
    products that can not be touched

  • Services are something that can be bought and sold but
    which you cannot drop on your foot
    (Gummersson, 1987)

  • Different types of services and wide range of sectors
Service
Characteristics



 • Intangibility

 • Inseparability / jointness

 • Variability

 • Perishability
Service augmentation
Storey and Eastwood, 1998




   • Greater service provision
   • For both product and services innovators
   • Core good/service product
   • Production and delivery of the service
   • Servicescape
     ambient conditions, spatial layouts, symbols
   • Role of design
Servitization of
manufacturing
Augmentation




   • Rolls Royce
   • Earned more revenue from services operations
   • Power by the hour
      • Integrated Vehicle Health Management
        (IVHM)
   • Business model innovation
From closed to open
innovation


  • Re-thinking idea
    generation and
    channels to market
  • Harnessing external
    idea, while leveraging
    their in-house R&D
    outside their current
    operations               PROFESSOR, UC BERKELEY
                              HAAS BUSINESS SCHOOL
  • ‘Closed’ to ‘Open’
Open Innovation
P&G




• Connect & Develop (C&D)
• Head of External Innovation
• Discontinuity Boot Camp
• 50% of ideas for new products and
  technologies must come from outside the
  firm
• Communities of Practice
      • Technology entrepreneurs
Open innovation
In services




    • Manufacturing: supply side, co-development
    • Services: demand side
       • Multiple touch points
       • Broad scope and potential
       • Highly experiential
       • User labs, on and off-line
       • Experimentation, prototyping; BBC Backstage
Open Innovation with
Not for Profit



• M&S and Breakthrough Breast Cancer UK
   • 2006 launch of a range of lingerie for those
     who have had breast cancer surgery
   • Developed with post-operative women
• Scope for social innovation
• Social legitimacy as acting innovation capital
e-R&D
Networks
e-R&D
You Tube
User Involvement
Miele




• Focusing on ‘Hidden Needs’
   • Allergy market products
User Involvement
AXA




 • Removing barriers to innovation
Trends and Drivers



  • Customisation in goods
     • My car
  • Customisation in services
     • iPod
     • Personal shopping
     • Healthcare (self care)
     • Fitness
     • Personal banking / financing
Organisational Vigiliance
Search




   •Horizon scanning, Foresight, DTI
Search for synergies



  • What could Flymo learn from biotech sector
  • What could Direct line Insurance learn from NHS
  • Platform, generic technologies/know-how?
    • LED lighting


    • Stem cells
Challenges



  •   Designing services
  •   Link to science and technology base
  •   Technology
  •   Total immersion in user experience (laboratory)
  •   Social innovation
  •   Broaden scope for innovation dimensions
  •   Investing in the Innovation Nation
Contact details



Dr Palie Smart
Senior Lecturer in Strategic Innovation Management
Cranfield University
E   palie.smart@cranfield.ac.uk
T   +44 (0)1234 754757
Web www.cranfield.ac.uk




Brian MacAulay
Senior Intelligence Analyst
West Midlands Regional Observatory
E      brian.macaulay@wmro.org
T      +44 (0)121 202 3247
Web    www.wmro.org
Blog   http://wmro.wordpress.com

Contenu connexe

Tendances

Design engineer in industry 4.0
Design engineer in industry 4.0Design engineer in industry 4.0
Design engineer in industry 4.0Rachit Laharia
 
2010 IME seminar series Service Innovation - Introduction to Services
2010 IME seminar series Service Innovation - Introduction to Services2010 IME seminar series Service Innovation - Introduction to Services
2010 IME seminar series Service Innovation - Introduction to ServicesIan Miles
 
Business Analysis & The Impact of Disruptive Technologies
Business Analysis & The Impact of Disruptive TechnologiesBusiness Analysis & The Impact of Disruptive Technologies
Business Analysis & The Impact of Disruptive TechnologiesChristian Kobsa
 
#FiaComit - The road to information management
#FiaComit - The road to information management#FiaComit - The road to information management
#FiaComit - The road to information managementComit Projects Ltd
 
Digital twins as an enabler for services
Digital twins as an enabler for servicesDigital twins as an enabler for services
Digital twins as an enabler for servicesShaun West
 
Open Innovation for the Digital Shift - A collection of case studies in the I...
Open Innovation for the Digital Shift - A collection of case studies in the I...Open Innovation for the Digital Shift - A collection of case studies in the I...
Open Innovation for the Digital Shift - A collection of case studies in the I...Alberto Minin
 
Education-to-work transitions in the digital content industries: A Web 2.0 cr...
Education-to-work transitions in the digital content industries: A Web 2.0 cr...Education-to-work transitions in the digital content industries: A Web 2.0 cr...
Education-to-work transitions in the digital content industries: A Web 2.0 cr...Jennifer Tan
 
Emerging Trend #4 | Disruption
Emerging Trend #4 | DisruptionEmerging Trend #4 | Disruption
Emerging Trend #4 | DisruptionLeonard
 
Techonological environment
Techonological environmentTechonological environment
Techonological environmentMadhu Sudhan
 
2016 Electronic Symposium Booklet
2016 Electronic Symposium Booklet2016 Electronic Symposium Booklet
2016 Electronic Symposium BookletDaniel Chun
 
Entrepreneurship and Appropriate Technology (적정기술과 비즈니스)
Entrepreneurship and Appropriate Technology (적정기술과 비즈니스)Entrepreneurship and Appropriate Technology (적정기술과 비즈니스)
Entrepreneurship and Appropriate Technology (적정기술과 비즈니스)Jeongtae Kim
 
Understanding the barriers that are slowing the digital transformation?
Understanding the barriers that are slowing the digital transformation?Understanding the barriers that are slowing the digital transformation?
Understanding the barriers that are slowing the digital transformation?Shaun West
 
The Network Multiplier - A 2.5 Day Program
The Network Multiplier - A 2.5 Day ProgramThe Network Multiplier - A 2.5 Day Program
The Network Multiplier - A 2.5 Day ProgramOpenMatters
 
Global exchange for growth 03242010 v2
Global exchange for growth 03242010 v2Global exchange for growth 03242010 v2
Global exchange for growth 03242010 v2Jonathan Chin
 
Open innovation in a globalized world @ IBM
Open innovation in a globalized world @ IBMOpen innovation in a globalized world @ IBM
Open innovation in a globalized world @ IBMAnders Quitzau
 

Tendances (20)

Design engineer in industry 4.0
Design engineer in industry 4.0Design engineer in industry 4.0
Design engineer in industry 4.0
 
2010 IME seminar series Service Innovation - Introduction to Services
2010 IME seminar series Service Innovation - Introduction to Services2010 IME seminar series Service Innovation - Introduction to Services
2010 IME seminar series Service Innovation - Introduction to Services
 
Business Analysis & The Impact of Disruptive Technologies
Business Analysis & The Impact of Disruptive TechnologiesBusiness Analysis & The Impact of Disruptive Technologies
Business Analysis & The Impact of Disruptive Technologies
 
#FiaComit - The road to information management
#FiaComit - The road to information management#FiaComit - The road to information management
#FiaComit - The road to information management
 
Digital twins as an enabler for services
Digital twins as an enabler for servicesDigital twins as an enabler for services
Digital twins as an enabler for services
 
Industry 4.0
Industry 4.0Industry 4.0
Industry 4.0
 
Open Innovation for the Digital Shift - A collection of case studies in the I...
Open Innovation for the Digital Shift - A collection of case studies in the I...Open Innovation for the Digital Shift - A collection of case studies in the I...
Open Innovation for the Digital Shift - A collection of case studies in the I...
 
Education-to-work transitions in the digital content industries: A Web 2.0 cr...
Education-to-work transitions in the digital content industries: A Web 2.0 cr...Education-to-work transitions in the digital content industries: A Web 2.0 cr...
Education-to-work transitions in the digital content industries: A Web 2.0 cr...
 
Social commerce
Social commerceSocial commerce
Social commerce
 
Emerging Trend #4 | Disruption
Emerging Trend #4 | DisruptionEmerging Trend #4 | Disruption
Emerging Trend #4 | Disruption
 
Freedom101
Freedom101Freedom101
Freedom101
 
Techonological environment
Techonological environmentTechonological environment
Techonological environment
 
2016 Electronic Symposium Booklet
2016 Electronic Symposium Booklet2016 Electronic Symposium Booklet
2016 Electronic Symposium Booklet
 
Entrepreneurship and Appropriate Technology (적정기술과 비즈니스)
Entrepreneurship and Appropriate Technology (적정기술과 비즈니스)Entrepreneurship and Appropriate Technology (적정기술과 비즈니스)
Entrepreneurship and Appropriate Technology (적정기술과 비즈니스)
 
Understanding the barriers that are slowing the digital transformation?
Understanding the barriers that are slowing the digital transformation?Understanding the barriers that are slowing the digital transformation?
Understanding the barriers that are slowing the digital transformation?
 
Business Ecosystem Strategy
Business Ecosystem StrategyBusiness Ecosystem Strategy
Business Ecosystem Strategy
 
The Network Multiplier - A 2.5 Day Program
The Network Multiplier - A 2.5 Day ProgramThe Network Multiplier - A 2.5 Day Program
The Network Multiplier - A 2.5 Day Program
 
Cloud Computing en las empresas
Cloud Computing en las empresasCloud Computing en las empresas
Cloud Computing en las empresas
 
Global exchange for growth 03242010 v2
Global exchange for growth 03242010 v2Global exchange for growth 03242010 v2
Global exchange for growth 03242010 v2
 
Open innovation in a globalized world @ IBM
Open innovation in a globalized world @ IBMOpen innovation in a globalized world @ IBM
Open innovation in a globalized world @ IBM
 

En vedette

Service delivery innovation facilitated by technology
Service delivery innovation facilitated by technologyService delivery innovation facilitated by technology
Service delivery innovation facilitated by technologyMANORUPA KAR
 
Innovation in the service sector
Innovation in the service sectorInnovation in the service sector
Innovation in the service sectore.white
 
GRADE 10 THE ROLE OF SERVICE SECTOR
GRADE 10 THE ROLE OF SERVICE SECTORGRADE 10 THE ROLE OF SERVICE SECTOR
GRADE 10 THE ROLE OF SERVICE SECTORJt Engay
 
Service Sector Revolution
Service Sector RevolutionService Sector Revolution
Service Sector RevolutionApoorva T
 
Ict enabled public sector innovation in h2020
Ict enabled public sector innovation in h2020Ict enabled public sector innovation in h2020
Ict enabled public sector innovation in h2020SarahBuelens
 
Innovation for the Public Sector in Africa
Innovation for the Public Sector in AfricaInnovation for the Public Sector in Africa
Innovation for the Public Sector in Africamlepage
 
Services sector pakistan
Services sector pakistanServices sector pakistan
Services sector pakistanUltraspectra
 
Service Innovation - an overview
Service Innovation - an overviewService Innovation - an overview
Service Innovation - an overviewIan Miles
 
Issues in Public Sector Innovation
Issues in Public Sector InnovationIssues in Public Sector Innovation
Issues in Public Sector InnovationTim Kastelle
 
Designing and managing services
Designing and managing servicesDesigning and managing services
Designing and managing servicesShimranz Skillls
 
Format penyediaan laporan aktiviti
Format penyediaan laporan aktivitiFormat penyediaan laporan aktiviti
Format penyediaan laporan aktivitiAre Fizz Qimmy
 
Nature, characteristics of services
Nature, characteristics of servicesNature, characteristics of services
Nature, characteristics of servicesPranav Kumar Ojha
 
Digital Bank, May 2014
Digital Bank, May 2014Digital Bank, May 2014
Digital Bank, May 2014Chris Skinner
 
Classification and Characteristics of a service
Classification and Characteristics of a serviceClassification and Characteristics of a service
Classification and Characteristics of a serviceSanchit
 
Product and service design
Product and service designProduct and service design
Product and service designGrace Falcis
 

En vedette (19)

Service delivery innovation facilitated by technology
Service delivery innovation facilitated by technologyService delivery innovation facilitated by technology
Service delivery innovation facilitated by technology
 
Innovation in the service sector
Innovation in the service sectorInnovation in the service sector
Innovation in the service sector
 
GRADE 10 THE ROLE OF SERVICE SECTOR
GRADE 10 THE ROLE OF SERVICE SECTORGRADE 10 THE ROLE OF SERVICE SECTOR
GRADE 10 THE ROLE OF SERVICE SECTOR
 
Service Sector Revolution
Service Sector RevolutionService Sector Revolution
Service Sector Revolution
 
Ict enabled public sector innovation in h2020
Ict enabled public sector innovation in h2020Ict enabled public sector innovation in h2020
Ict enabled public sector innovation in h2020
 
Innovation for the Public Sector in Africa
Innovation for the Public Sector in AfricaInnovation for the Public Sector in Africa
Innovation for the Public Sector in Africa
 
Services sector pakistan
Services sector pakistanServices sector pakistan
Services sector pakistan
 
Economic Survey
Economic SurveyEconomic Survey
Economic Survey
 
Service Innovation - an overview
Service Innovation - an overviewService Innovation - an overview
Service Innovation - an overview
 
Issues in Public Sector Innovation
Issues in Public Sector InnovationIssues in Public Sector Innovation
Issues in Public Sector Innovation
 
Service Sector
Service SectorService Sector
Service Sector
 
Designing and managing services
Designing and managing servicesDesigning and managing services
Designing and managing services
 
Format penyediaan laporan aktiviti
Format penyediaan laporan aktivitiFormat penyediaan laporan aktiviti
Format penyediaan laporan aktiviti
 
Nature, characteristics of services
Nature, characteristics of servicesNature, characteristics of services
Nature, characteristics of services
 
Service Innovation
Service InnovationService Innovation
Service Innovation
 
Contoh laporan
Contoh laporanContoh laporan
Contoh laporan
 
Digital Bank, May 2014
Digital Bank, May 2014Digital Bank, May 2014
Digital Bank, May 2014
 
Classification and Characteristics of a service
Classification and Characteristics of a serviceClassification and Characteristics of a service
Classification and Characteristics of a service
 
Product and service design
Product and service designProduct and service design
Product and service design
 

Similaire à Innovation in the service sector

2009 Innova Mod.0.01
2009 Innova Mod.0.012009 Innova Mod.0.01
2009 Innova Mod.0.01guest951e2d
 
Open Innovation: An Paradigm Shift for Sustainable Brand Pioneers - Henry Che...
Open Innovation: An Paradigm Shift for Sustainable Brand Pioneers - Henry Che...Open Innovation: An Paradigm Shift for Sustainable Brand Pioneers - Henry Che...
Open Innovation: An Paradigm Shift for Sustainable Brand Pioneers - Henry Che...Sustainable Brands
 
Research linkage to_innovation_and_entrepreneurship_ts
Research linkage to_innovation_and_entrepreneurship_tsResearch linkage to_innovation_and_entrepreneurship_ts
Research linkage to_innovation_and_entrepreneurship_tsTarek Salah
 
Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...
Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...
Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...Taly Weiss
 
Innovation Everywhere For Manufacturing + Services
Innovation Everywhere For Manufacturing + ServicesInnovation Everywhere For Manufacturing + Services
Innovation Everywhere For Manufacturing + Servicesgamechange
 
UNIVERSITE - INDUSTRIE: POTENTIELS ET LIMITES DE DIVERS MODES D’INNOVATION
UNIVERSITE - INDUSTRIE: POTENTIELS ET LIMITES DE DIVERS MODES D’INNOVATION UNIVERSITE - INDUSTRIE: POTENTIELS ET LIMITES DE DIVERS MODES D’INNOVATION
UNIVERSITE - INDUSTRIE: POTENTIELS ET LIMITES DE DIVERS MODES D’INNOVATION Jean-Jacques Degroof
 
Innovac degroof slides for publishing 2010 11-17
Innovac degroof slides for publishing 2010 11-17Innovac degroof slides for publishing 2010 11-17
Innovac degroof slides for publishing 2010 11-17Jean-Jacques Degroof
 
Alternative Approach to University Tech Transfer
Alternative Approach to University Tech TransferAlternative Approach to University Tech Transfer
Alternative Approach to University Tech Transferluclalande
 
120619 cul knowledge based bus inno v03
120619 cul knowledge based bus inno v03120619 cul knowledge based bus inno v03
120619 cul knowledge based bus inno v03Michele Missikoff
 
Taipei crisis.2 show 5.26.2010
Taipei crisis.2 show 5.26.2010Taipei crisis.2 show 5.26.2010
Taipei crisis.2 show 5.26.2010frog
 
Lecture 10 - Innovation studies and technology policy
Lecture 10 - Innovation studies and technology policyLecture 10 - Innovation studies and technology policy
Lecture 10 - Innovation studies and technology policyUNU.MERIT
 
FITT Toolbox: Market Assessment: Pitch your Idea!
FITT Toolbox: Market Assessment: Pitch your Idea!FITT Toolbox: Market Assessment: Pitch your Idea!
FITT Toolbox: Market Assessment: Pitch your Idea!FITT
 
Webinar1 dornberger giz_final
Webinar1 dornberger giz_finalWebinar1 dornberger giz_final
Webinar1 dornberger giz_finalbfnd
 
Keynote Health Tech Event Eindhoven - Open Innovation Health Tech Opportuntie...
Keynote Health Tech Event Eindhoven - Open Innovation Health Tech Opportuntie...Keynote Health Tech Event Eindhoven - Open Innovation Health Tech Opportuntie...
Keynote Health Tech Event Eindhoven - Open Innovation Health Tech Opportuntie...BenHeublKeynotes
 
Gastcollege INROADS Avans 27-4-2011
Gastcollege INROADS Avans 27-4-2011Gastcollege INROADS Avans 27-4-2011
Gastcollege INROADS Avans 27-4-2011INROADS
 

Similaire à Innovation in the service sector (20)

2009 Innova Mod.0.01
2009 Innova Mod.0.012009 Innova Mod.0.01
2009 Innova Mod.0.01
 
Open Innovation: An Paradigm Shift for Sustainable Brand Pioneers - Henry Che...
Open Innovation: An Paradigm Shift for Sustainable Brand Pioneers - Henry Che...Open Innovation: An Paradigm Shift for Sustainable Brand Pioneers - Henry Che...
Open Innovation: An Paradigm Shift for Sustainable Brand Pioneers - Henry Che...
 
Research linkage to_innovation_and_entrepreneurship_ts
Research linkage to_innovation_and_entrepreneurship_tsResearch linkage to_innovation_and_entrepreneurship_ts
Research linkage to_innovation_and_entrepreneurship_ts
 
Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...
Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...
Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...
 
Innovation Everywhere For Manufacturing + Services
Innovation Everywhere For Manufacturing + ServicesInnovation Everywhere For Manufacturing + Services
Innovation Everywhere For Manufacturing + Services
 
UNIVERSITE - INDUSTRIE: POTENTIELS ET LIMITES DE DIVERS MODES D’INNOVATION
UNIVERSITE - INDUSTRIE: POTENTIELS ET LIMITES DE DIVERS MODES D’INNOVATION UNIVERSITE - INDUSTRIE: POTENTIELS ET LIMITES DE DIVERS MODES D’INNOVATION
UNIVERSITE - INDUSTRIE: POTENTIELS ET LIMITES DE DIVERS MODES D’INNOVATION
 
Unit 1
Unit 1Unit 1
Unit 1
 
Innovac degroof slides for publishing 2010 11-17
Innovac degroof slides for publishing 2010 11-17Innovac degroof slides for publishing 2010 11-17
Innovac degroof slides for publishing 2010 11-17
 
22 July 2014:Growth by Design presentation
22 July 2014:Growth by Design presentation22 July 2014:Growth by Design presentation
22 July 2014:Growth by Design presentation
 
Innovation
InnovationInnovation
Innovation
 
Alternative Approach to University Tech Transfer
Alternative Approach to University Tech TransferAlternative Approach to University Tech Transfer
Alternative Approach to University Tech Transfer
 
120619 cul knowledge based bus inno v03
120619 cul knowledge based bus inno v03120619 cul knowledge based bus inno v03
120619 cul knowledge based bus inno v03
 
Inventors workshop april 29 2010
Inventors workshop april 29 2010Inventors workshop april 29 2010
Inventors workshop april 29 2010
 
Taipei crisis.2 show 5.26.2010
Taipei crisis.2 show 5.26.2010Taipei crisis.2 show 5.26.2010
Taipei crisis.2 show 5.26.2010
 
Lecture 10 - Innovation studies and technology policy
Lecture 10 - Innovation studies and technology policyLecture 10 - Innovation studies and technology policy
Lecture 10 - Innovation studies and technology policy
 
FITT Toolbox: Market Assessment: Pitch your Idea!
FITT Toolbox: Market Assessment: Pitch your Idea!FITT Toolbox: Market Assessment: Pitch your Idea!
FITT Toolbox: Market Assessment: Pitch your Idea!
 
INFOBIOTIC
INFOBIOTICINFOBIOTIC
INFOBIOTIC
 
Webinar1 dornberger giz_final
Webinar1 dornberger giz_finalWebinar1 dornberger giz_final
Webinar1 dornberger giz_final
 
Keynote Health Tech Event Eindhoven - Open Innovation Health Tech Opportuntie...
Keynote Health Tech Event Eindhoven - Open Innovation Health Tech Opportuntie...Keynote Health Tech Event Eindhoven - Open Innovation Health Tech Opportuntie...
Keynote Health Tech Event Eindhoven - Open Innovation Health Tech Opportuntie...
 
Gastcollege INROADS Avans 27-4-2011
Gastcollege INROADS Avans 27-4-2011Gastcollege INROADS Avans 27-4-2011
Gastcollege INROADS Avans 27-4-2011
 

Plus de West Midlands Regional Observatory

Free Swims Per Head Of Eligible Population in Participating West Midlands Loc...
Free Swims Per Head Of Eligible Population in Participating West Midlands Loc...Free Swims Per Head Of Eligible Population in Participating West Midlands Loc...
Free Swims Per Head Of Eligible Population in Participating West Midlands Loc...West Midlands Regional Observatory
 
An introduction to geographic information and why it is important
An introduction to geographic information and why it is importantAn introduction to geographic information and why it is important
An introduction to geographic information and why it is importantWest Midlands Regional Observatory
 
Active Global Citizenship: Supporting Young People to be Responsible Citizens
Active Global Citizenship: Supporting Young People to be Responsible CitizensActive Global Citizenship: Supporting Young People to be Responsible Citizens
Active Global Citizenship: Supporting Young People to be Responsible CitizensWest Midlands Regional Observatory
 
Geographical Association's resources to encourage excellence in teaching and ...
Geographical Association's resources to encourage excellence in teaching and ...Geographical Association's resources to encourage excellence in teaching and ...
Geographical Association's resources to encourage excellence in teaching and ...West Midlands Regional Observatory
 
West Midlands Cultural Observatory: Cultural Facilities Survey Oct 2008 - Sep...
West Midlands Cultural Observatory: Cultural Facilities Survey Oct 2008 - Sep...West Midlands Cultural Observatory: Cultural Facilities Survey Oct 2008 - Sep...
West Midlands Cultural Observatory: Cultural Facilities Survey Oct 2008 - Sep...West Midlands Regional Observatory
 
Measuring innovation in the West Midlands - innovation dashboard
Measuring innovation in the West Midlands - innovation dashboardMeasuring innovation in the West Midlands - innovation dashboard
Measuring innovation in the West Midlands - innovation dashboardWest Midlands Regional Observatory
 
Moving Forward - challenges for the West Midlands - John Lee of Government Of...
Moving Forward - challenges for the West Midlands - John Lee of Government Of...Moving Forward - challenges for the West Midlands - John Lee of Government Of...
Moving Forward - challenges for the West Midlands - John Lee of Government Of...West Midlands Regional Observatory
 
Impact of the recession on the population of the West Midlands
Impact of the recession on the population of the West MidlandsImpact of the recession on the population of the West Midlands
Impact of the recession on the population of the West MidlandsWest Midlands Regional Observatory
 
West Midlands Regional Skills Assessment 2009: Key findings - skills for tomo...
West Midlands Regional Skills Assessment 2009: Key findings - skills for tomo...West Midlands Regional Skills Assessment 2009: Key findings - skills for tomo...
West Midlands Regional Skills Assessment 2009: Key findings - skills for tomo...West Midlands Regional Observatory
 
Green infrastructure - a win-win solution for sustainable economic recovery i...
Green infrastructure - a win-win solution for sustainable economic recovery i...Green infrastructure - a win-win solution for sustainable economic recovery i...
Green infrastructure - a win-win solution for sustainable economic recovery i...West Midlands Regional Observatory
 

Plus de West Midlands Regional Observatory (20)

West Midlands Regional Observatory: how can we help you?
West Midlands Regional Observatory: how can we help you?West Midlands Regional Observatory: how can we help you?
West Midlands Regional Observatory: how can we help you?
 
Free Swims Per Head Of Eligible Population in Participating West Midlands Loc...
Free Swims Per Head Of Eligible Population in Participating West Midlands Loc...Free Swims Per Head Of Eligible Population in Participating West Midlands Loc...
Free Swims Per Head Of Eligible Population in Participating West Midlands Loc...
 
Place Survey Cultural Results Chart 2008 V1.0 Presentation La
Place Survey Cultural Results Chart 2008 V1.0 Presentation LaPlace Survey Cultural Results Chart 2008 V1.0 Presentation La
Place Survey Cultural Results Chart 2008 V1.0 Presentation La
 
An introduction to geographic information and why it is important
An introduction to geographic information and why it is importantAn introduction to geographic information and why it is important
An introduction to geographic information and why it is important
 
Tim Martin on OS OpenSpace
Tim Martin on OS OpenSpaceTim Martin on OS OpenSpace
Tim Martin on OS OpenSpace
 
Active Global Citizenship: Supporting Young People to be Responsible Citizens
Active Global Citizenship: Supporting Young People to be Responsible CitizensActive Global Citizenship: Supporting Young People to be Responsible Citizens
Active Global Citizenship: Supporting Young People to be Responsible Citizens
 
Geographical Association's resources to encourage excellence in teaching and ...
Geographical Association's resources to encourage excellence in teaching and ...Geographical Association's resources to encourage excellence in teaching and ...
Geographical Association's resources to encourage excellence in teaching and ...
 
Andy Robinson on OpenStreetMap
Andy Robinson on OpenStreetMapAndy Robinson on OpenStreetMap
Andy Robinson on OpenStreetMap
 
West Midlands Cultural Observatory: Cultural Facilities Survey Oct 2008 - Sep...
West Midlands Cultural Observatory: Cultural Facilities Survey Oct 2008 - Sep...West Midlands Cultural Observatory: Cultural Facilities Survey Oct 2008 - Sep...
West Midlands Cultural Observatory: Cultural Facilities Survey Oct 2008 - Sep...
 
Measuring innovation in the West Midlands - innovation dashboard
Measuring innovation in the West Midlands - innovation dashboardMeasuring innovation in the West Midlands - innovation dashboard
Measuring innovation in the West Midlands - innovation dashboard
 
Innovation matters and so does how you measure it
Innovation matters and so does how you measure itInnovation matters and so does how you measure it
Innovation matters and so does how you measure it
 
Innovation in a recession
Innovation in a recessionInnovation in a recession
Innovation in a recession
 
Moving Forward - challenges for the West Midlands - John Lee of Government Of...
Moving Forward - challenges for the West Midlands - John Lee of Government Of...Moving Forward - challenges for the West Midlands - John Lee of Government Of...
Moving Forward - challenges for the West Midlands - John Lee of Government Of...
 
Impact of the recession on the population of the West Midlands
Impact of the recession on the population of the West MidlandsImpact of the recession on the population of the West Midlands
Impact of the recession on the population of the West Midlands
 
Getting excluded people into employment
Getting excluded people into employmentGetting excluded people into employment
Getting excluded people into employment
 
West Midlands Regional Skills Assessment 2009: Key findings - skills for tomo...
West Midlands Regional Skills Assessment 2009: Key findings - skills for tomo...West Midlands Regional Skills Assessment 2009: Key findings - skills for tomo...
West Midlands Regional Skills Assessment 2009: Key findings - skills for tomo...
 
What price the environment?
What price the environment?What price the environment?
What price the environment?
 
Leadership - Mind the Gap
Leadership - Mind the GapLeadership - Mind the Gap
Leadership - Mind the Gap
 
Green infrastructure - a win-win solution for sustainable economic recovery i...
Green infrastructure - a win-win solution for sustainable economic recovery i...Green infrastructure - a win-win solution for sustainable economic recovery i...
Green infrastructure - a win-win solution for sustainable economic recovery i...
 
Fit for the Future? Shining some clear light
Fit for the Future? Shining some clear lightFit for the Future? Shining some clear light
Fit for the Future? Shining some clear light
 

Dernier

Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024Stephan Koning
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxChapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxesiyasmengesha
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxWorkforce Group
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.ukaroemirsr
 
Personal Brand Exploration Presentation Eric Bonilla
Personal Brand Exploration Presentation Eric BonillaPersonal Brand Exploration Presentation Eric Bonilla
Personal Brand Exploration Presentation Eric BonillaEricBonilla13
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfHajeJanKamps
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarNathanielSchmuck
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessAPCO
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsWristbands Ireland
 
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfJohnCarloValencia4
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..dlewis191
 
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHelene Heckrotte
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsP&CO
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsIntellect Design Arena Ltd
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKELtd
 
Amazon ppt.pptx Amazon about the company
Amazon ppt.pptx Amazon about the companyAmazon ppt.pptx Amazon about the company
Amazon ppt.pptx Amazon about the companyfashionfound007
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Winbusinessin
 

Dernier (20)

Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptxChapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
Chapter_Five_The_Rural_Development_Policies_and_Strategy_of_Ethiopia.pptx
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.uk
 
Personal Brand Exploration Presentation Eric Bonilla
Personal Brand Exploration Presentation Eric BonillaPersonal Brand Exploration Presentation Eric Bonilla
Personal Brand Exploration Presentation Eric Bonilla
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry Webinar
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and Festivals
 
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdfAMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
AMAZON SELLER VIRTUAL ASSISTANT PRODUCT RESEARCH .pdf
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..
 
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizations
 
Upgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking ApplicationsUpgrade Your Banking Experience with Advanced Core Banking Applications
Upgrade Your Banking Experience with Advanced Core Banking Applications
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
ISONIKE Ltd Accreditation for the Conformity Assessment and Certification of ...
 
Amazon ppt.pptx Amazon about the company
Amazon ppt.pptx Amazon about the companyAmazon ppt.pptx Amazon about the company
Amazon ppt.pptx Amazon about the company
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024
 

Innovation in the service sector

  • 1. Innovation in the service sector Dr Palie Smart, Cranfield University A presentation given at Innovation Day, 19th March 2009. This presentation forms part of the Observatory’s ongoing State of the Region dialogue between policy makers and researchers on the theme of innovation.
  • 2. Service Innovation Dr Palie Smart Senior Lecturer in Strategic Innovation Management
  • 3. Innovation • Innovation driving UK economy • 2003 Innovation Review • Focus on manufacturers • NESTA Hidden Innovation • 2003 Innovation Nation • Innovating in a recession
  • 4. Defining Innovation R B ER s, the first step ea “innovation is often confused with invention - but the latter is only id of in a long process of bringing a good idea to widespread and effective use.” on Tidd et al (1997:24) “invention refers to the development ta tinew idea or an act of creation” whereby, “innovation refers toplo i of a ex the commercialising of the invention” ul Ahuja & Lampert (2001:522) sf conception + technical invention + commercial es “ innovation = theoretical cc Su exploitation Trott (1998:12) “innovation is one percent inspiration and ninety-nine percent perspiration” Norville Barnes “The Hudsucker Proxy”
  • 5. Service innovation What do we know already? • Product centric innovation and manufacturing • Product Service Systems (Product-service bundles) • Generic innovation management models • Trends e.g. customisation • Services are different
  • 6. Multi-dimensional innovation Taxonomy Most innovation research focuses on ‘product’ Continuous Discontinuous • Product* • Process • Placement • Proposition *Good or Service
  • 7. Innovation management process Core renewal strategy market creativity process execution product profit culture inter-organisational network
  • 8. What are services? • Service is a verb • Primary offerings are intangibles: experience-based products that can not be touched • Services are something that can be bought and sold but which you cannot drop on your foot (Gummersson, 1987) • Different types of services and wide range of sectors
  • 9. Service Characteristics • Intangibility • Inseparability / jointness • Variability • Perishability
  • 10. Service augmentation Storey and Eastwood, 1998 • Greater service provision • For both product and services innovators • Core good/service product • Production and delivery of the service • Servicescape ambient conditions, spatial layouts, symbols • Role of design
  • 11. Servitization of manufacturing Augmentation • Rolls Royce • Earned more revenue from services operations • Power by the hour • Integrated Vehicle Health Management (IVHM) • Business model innovation
  • 12. From closed to open innovation • Re-thinking idea generation and channels to market • Harnessing external idea, while leveraging their in-house R&D outside their current operations PROFESSOR, UC BERKELEY HAAS BUSINESS SCHOOL • ‘Closed’ to ‘Open’
  • 13. Open Innovation P&G • Connect & Develop (C&D) • Head of External Innovation • Discontinuity Boot Camp • 50% of ideas for new products and technologies must come from outside the firm • Communities of Practice • Technology entrepreneurs
  • 14. Open innovation In services • Manufacturing: supply side, co-development • Services: demand side • Multiple touch points • Broad scope and potential • Highly experiential • User labs, on and off-line • Experimentation, prototyping; BBC Backstage
  • 15. Open Innovation with Not for Profit • M&S and Breakthrough Breast Cancer UK • 2006 launch of a range of lingerie for those who have had breast cancer surgery • Developed with post-operative women • Scope for social innovation • Social legitimacy as acting innovation capital
  • 18. User Involvement Miele • Focusing on ‘Hidden Needs’ • Allergy market products
  • 19. User Involvement AXA • Removing barriers to innovation
  • 20. Trends and Drivers • Customisation in goods • My car • Customisation in services • iPod • Personal shopping • Healthcare (self care) • Fitness • Personal banking / financing
  • 21. Organisational Vigiliance Search •Horizon scanning, Foresight, DTI
  • 22. Search for synergies • What could Flymo learn from biotech sector • What could Direct line Insurance learn from NHS • Platform, generic technologies/know-how? • LED lighting • Stem cells
  • 23. Challenges • Designing services • Link to science and technology base • Technology • Total immersion in user experience (laboratory) • Social innovation • Broaden scope for innovation dimensions • Investing in the Innovation Nation
  • 24. Contact details Dr Palie Smart Senior Lecturer in Strategic Innovation Management Cranfield University E palie.smart@cranfield.ac.uk T +44 (0)1234 754757 Web www.cranfield.ac.uk Brian MacAulay Senior Intelligence Analyst West Midlands Regional Observatory E brian.macaulay@wmro.org T +44 (0)121 202 3247 Web www.wmro.org Blog http://wmro.wordpress.com