Category: Tools

Articles looking at specific tools to fix the innovation problem

The complexity of executing an innovation is a key factor to understand, yet it is little discussed.

Here we look at an approach that leverages the fact of models based on Den Hertog's model of service innovation contain both a notion of size of change of an innovation and level of capabilities of an enterprise.

Such an approach can lead to portfolio management, simplifications of innovations and/or justifications for increasing capabilities and executing enabling innovations.

Here we look at a potential approach
Reading time <4 mins

So, you have an idea for a service innovation, how can you best describe the impact of it on your organisation?

We find that the extension to den Hertog's service innovation model we have made is a great tool for this

(and when used in combination with the Lean Canvas Model, we get a great insight into the value

Reading time <1 min

How do we find/discover new service innovations?

If we have just a product, then we can look to service-ise that

If we currently have a service, we can use our extended version of den Hertog's model to seek innovations. These could improve the service concept, the service delivery (internal, new partners, new systems etc) or the client interface. They could be based on technology and/or data

Reading time <1 min
The Idea I find Gallouj & Weinstein’s model of service as four separate vectors of characteristics (see figure 1) as very useful. It helps explain service in a consistent, structured way. And we can readily describe common patterns of service. Characteristics These four vectors of characteristics are: Customer competences () – skills that the customer […]
Reading time <11 mins

One (beneficial) consequence of viewing everything as a service is we remove the artificial goods vs service blocker. Now goods become transport mechanisms of service.

This also means the marketing standard of goods-service continuum is no longer relevant

In its place, we introduce the service-service continuum. With self service on the left, and full service on the right

We can now think of all solutions to help beneficiaries make progress in their jobs-to-be-done, from a service perspective.

Thirsty? Well, you could self-service by grabbing a bottle of water from the fridge. Or full service by visiting a bar. Or partial service by running the tap.

Reading time <8 mins

Back in 2000, Pim den Hertog published a service innovation model that we can use to search for and explain service innovations (den Hertog (2000)). It uses three aspects of a service innovation:

  • Dimensions - new concept, new client interface, new delivery system (process, culture, organisation) and technology options
  • Capabilities - HR, Organisational and Marketing & Distribution
  • Comparisons - to existing & competing services; to service workers; and actual & potential customer

In a later 2010 update he introduced 2 more dimensions - new revenue model and new business partners. As well as renaming technology options to new delivery system (technology).

Reading time <11 mins

How can we increase the potential innovativeness of our organisation?

It turns out 3 orientations impact the potential innovativeness of our organisation. And in turn the business performance. Increasing these orientations impacts innovation performance. They are:

  1. Market orientation - gaining and using intelligence on customers
  2. Learning orientation - creating and using knowledge
  3. Entrepreneurial orientation - how entrepreneurial the organisation is (attitudes and behaviours to innovation, pro-activeness and risk-taking).
Reading time <4 mins
We can use the Lean Canvas as an iterative tool to help guide the development of a high level idea towards an idea that is more detailed.
  • Guides an idea creator on what aspects of an idea to explore
  • Allows crowd collaborators insights into how to build on the idea
  • Is flexible in depth and breadth of use to avoid intimidation
  • Provides idea selectors with ideas in a standard format
  • Bridges the gap to defining ideas in a more buddies ready/understandable way
Reading time <14 mins

Does the classic marketing mix- product, price, place and promotion - fit for today's world? A world where

  • the consumer is better informed
  • our economies are service dominated,
  • technology is replacing people, and
  • we are concerned with sustainability and circular economy

Reading time <16 mins