Services Innovation TU91.123 Strategic Management of Technology and Innovation - PowerPoint PPT Presentation
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Services Innovation TU91.123 Strategic Management of Technology and Innovation
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Value migrates from outmoded business designs to new ones ... Travel and transportation. Polycentric? Hospitality: hotels, restaurants. Not-for-profit / profit ... – PowerPoint PPT presentation
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Title: Services Innovation TU91.123 Strategic Management of Technology and Innovation
1
Services InnovationTU-91.123 Strategic
Management of Technology and Innovation
- David Ing, IBM Business Consulting Services,
Canada - Helsinki University of Technology
- October 21, 2004
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Services innovation
- Why services?
- What services?
- Special features
- How are services different?
- Challenges of innovation
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What is the GDP Composition by Sector in various
countries?
Sources CIA Factbook
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Value capture seeks profit from customer's system
economics, before production cost
Value capture How do I capture, as profit, a
portion of the value I created for customers?
Customer needs ... some remain silent, poorly
defined, or poorly articulated
- A customer's system economics includes
- amount paid
- costs to use, store and dispose
- hassle
Value migrates from outmoded business designs to
new ones that are better able to satisfy
customers' most important priorities.
Sources Slywotsky, Value Migration Slywotsky
Morrison, The Profit Zone
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What services? / Special features
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How are services different? Challenges of
innovation
- Tangibility
- Scalability
- Call centers
- Outsourcing
- Replicability
- Inbound / outbound
- Method
- Modularity (virtual teams)
- Stickiness (knowledge work)
- Uniqueness / sustainability
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