Macaulay / Miles / Wilby Case Studies in Service Innovation

1. Auflage 2012
ISBN: 978-1-4614-1972-3
Verlag: Springer
Format: PDF
Kopierschutz: 1 - PDF Watermark

E-Book, Englisch, 220 Seiten

Reihe: Service Science: Research and Innovations in the Service Economy

Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information. The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT. The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation.

Autoren/Hrsg.

Macaulay, Linda A.

Miles, Ian

Wilby, Jennifer

Tan, Yin Leng

Zhao, Liping

Theodoulidis, Babis

Inhaltsverzeichnis

1;Contents;5
2;Introduction to the Book;9
3;Acknowledgements;12
4;Introduction to Service Innovation;13
4.1;Service Innovation Comes in from the Cold;13
4.2;The Ambiguities of Service---and Service Innovation;14
4.2.1;The Service Relationship: Interactivity;14
4.2.2;From Interactivity to Intangibility;18
4.3;``Servicisation'' and Industrialisation;19
4.4;Varieties of Service Innovation and Innovation Across Services;20
4.5;Dimensions of Service Innovation;22
4.6;Service Innovation Management, New Service Development,and the Rise of Service Design;23
4.7;Future Directions;25
4.8;References;25
5;Theme I Business Model Innovation;28
5.1;Introduction to Business Model Innovation Cases;29
5.2;Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers;32
5.2.1;Background;32
5.2.2;The Opportunity;32
5.2.3;Description of the Innovation;33
5.2.4;How is Success Measured? What Success has been Achieved to Date?;34
5.2.5;Links to Further Information;35
5.2.6;References;35
5.3;Survival by ``Servicisation'': A Multiple-Case Study of the Taiwanese Video Games Industry;36
5.3.1;Background;36
5.3.2;The Opportunity;37
5.3.3;Innovative Activities;37
5.3.4;Measurement of Success;40
5.3.5;Success to Date;40
5.3.6;Further Information;40
5.3.7;References;41
5.4;Innovation in China's Mobile Multimedia Broadcasting Service;42
5.4.1;Background;42
5.4.2;The Opportunity;42
5.4.3;Description of the Innovation;43
5.4.4;What Success has been Achieved to Date?;43
5.4.5;How is Success Measured?;44
5.4.6;Summary;44
5.4.7;References;44
5.5;Optimization of the Clients’WarehouseLogistics: A KIBS-type Service in theManufacturing Context;45
5.5.1;Background;45
5.5.2;The Opportunity;46
5.5.3;Description of the Innovation;46
5.5.4;How is Success Measured?;48
5.5.5;What Success has been Achieved to Date?;48
5.5.6;Links to Further Information;48
5.5.7;References;48
6;Theme II The Organization in Its Environment;50
6.1;Introduction to the Organization and its Environment Cases;51
6.2;Public-Private Innovation Network inKnowledge Intensive Services: Co-production orTechnological Lock-in? FARMSTAR, a CaseStudy in Advisory Services for Farmers;54
6.2.1;Background;54
6.2.2;The Opportunity;55
6.2.3;Description of the Innovation;55
6.2.4;How is Success Measured? What Success has been Achieved to Date?;56
6.2.5;Link to Further Information;57
6.3;The Role of Boundary Objects in Public-PrivateInnovation Networks: The Story of NæstvedHealth School;58
6.3.1;Background;58
6.3.2;The Opportunity;59
6.3.3;Description of the Innovation;60
6.3.4;How Success is Measured;60
6.3.5;What Success has been Achieved to Date?;61
6.3.6;References;61
6.4;A Platform Innovation in Public Service;62
6.4.1;Background;62
6.4.2;The Opportunity;63
6.4.3;Description of the Innovation;63
6.4.4;How is Success Measured?;64
6.4.5;What Success has been Achieved to Date?;65
6.4.6;Links to Further Information;65
6.4.7;References;65
7;Theme III Innovation Management within an Organization;66
7.1;Introduction to Innovation Management within an Organization Cases;67
7.2;Understanding Drivers of Customer Satisfaction in the Social Housing Sector;70
7.2.1;Background;71
7.2.2;The Opportunity;71
7.2.3;Description of the Innovation;71
7.2.4;How is Success Measured?;72
7.2.5;What Success has been Achieved to Date?;72
7.2.6;Links to Further Information;73
7.2.7;References;73
7.3;TRUSTECH: Innovators in the Fieldof Innovation;74
7.3.1;Background;74
7.3.2;The Opportunity;75
7.3.3;Description of the Innovation;75
7.3.4;2011 and Beyond;76
7.3.5;Links to Further Information;77
7.4;Soft Systems Methodology and Innovation;78
7.4.1;Introduction;78
7.4.2;Case Vignette---Department for Transport;79
7.4.3;Designing the New System;80
7.4.4;References;82
7.5;Achieving Service Innovation Through a Health Education Programme;83
7.5.1;Background;83
7.5.2;The Opportunity;84
7.5.3;Description of the Innovation;84
7.5.4;How is Success Measured?;84
7.5.5;What Success has been Achieved to Date?;85
7.5.6;Links to further information;85
8;Theme IV Process Innovation;86
8.1;Introduction to Process Innovation Cases;87
8.1.1;References;90
8.2;A Systems Approach to Housing Repairs;91
8.2.1;Background;92
8.2.2;The Opportunities;92
8.2.3;Description of the Innovation;93
8.2.4;What Success has been Achieved to Date?: The Achievementof Effective Local Service Delivery and Outlook;94
8.2.5;References;94
8.3;Opportunities to Improve Health Visiting Services Through Lean Thinking;95
8.3.1;Background;95
8.3.2;The Opportunities;97
8.3.3;Description of the Innovation;97
8.3.4;How is Success Measured?;97
8.3.5;Implementing Lean Thinking in Health Visiting;98
8.3.6;Links to Further Information;98
8.3.7;References;98
8.4;Including Customer Representatives in theDevelopment of the Service Innovation ‘Model’for an Insurance Company;100
8.4.1;Background;100
8.4.2;The Opportunity;101
8.4.3;Description of the Innovation;102
8.4.4;How is Success Measured?;103
8.4.5;What Success has been Achieved to Date?;103
8.4.6;Links to Further Information;103
8.4.7;References;103
8.5;Social Housing Asset Management:An Innovative Approach to IncreaseProductivity and Performance;105
8.5.1;Background;105
8.5.2;The Opportunity;106
8.5.3;Description of the Innovation;106
8.5.4;How is Success Measured?;107
8.5.5;What Success has been Achieved to Date?;107
8.5.6;Links to Further Information;107
8.6;Innovation Perspectives of a Personal Financial Services Call Centre;108
8.6.1;Background;108
8.6.2;The Opportunity;109
8.6.3;Description of the Innovation;109
8.6.4;How is Success Measured?;110
8.6.5;Summary;111
8.6.6;References;111
9;Theme V Technology Innovation;112
9.1;Introduction to Technology Innovation Cases;113
9.1.1;References;114
9.2;The Benefit of Knowledge Sharing: A Case Study of a Real Estate Brokerage Service;116
9.2.1;Background and Opportunity;116
9.2.2;Description of the Innovation;117
9.2.3;How Success is Measured? and What Success has been Achieved to Date?;117
9.2.4;Links to Further Information;118
9.3;Using Virtual World Technology to Deliver Educational Services;119
9.3.1;Background;119
9.3.2;The Opportunity;120
9.3.3;Description of the Innovation;121
9.3.4;How is Success Measured?;121
9.3.5;What Success has been Achieved to Date?;122
9.3.6;References;122
9.4;Partnering for Technology-Led Innovationto Deliver Enterprise Service Innovation: UltraHigh Resolution Seismic Sensing Solution;123
9.4.1;Background;123
9.4.2;The Opportunity;124
9.4.3;Description of the Innovation;124
9.4.4;What Success has been Achieved to Date?;125
9.4.5;How is Success Measured?;125
9.4.6;Summary;126
9.4.7;Links to Further Information;126
9.5;Chasing the Long Tail: Growth Through Personalized Telecoms Services;127
9.5.1;Background;127
9.5.2;The Opportunity;128
9.5.3;Description of the Innovation: A Service Delivery Platformfor the Public Sector;128
9.5.4;How is Success Measured? and What Success has been Achieved to Date?;129
9.5.5;Conclusions and Outlook;130
9.5.6;Further Reading;130
9.6;Information Technology-Enabled Business Platforms;131
9.6.1;Background;131
9.6.2;The Opportunity;132
9.6.3;Description of the Innovation;132
9.6.4;How is Success Measured?;133
9.6.5;What Success has been Achieved to Date?;133
9.6.6;Links to Further Information;134
9.7;An End-User Friendly Service Delivery Platform for the Public Sector;135
9.7.1;Background;135
9.7.2;The Opportunity;136
9.7.3;Description of the Innovation: A Service Delivery Platformfor the Public Sector;136
9.7.4;How is Success Measured?;138
9.7.5;What Success has been Achieved to Date?;138
9.7.6;References;138
9.7.7;Further Reading;139
10;Theme VI Extended Case Studies;140
10.1;Introduction to Cases Illustrating the Driving Forces of Service Innovation;141
10.2;Circles of Customer Need: A Contribution toCustomer-Centric Service Provision in a LocalCommunity;143
10.2.1;Introduction;143
10.2.2;Customer-Centric Service Provision;145
10.2.2.1;Customer-Centric Service;145
10.2.2.2;The Customer Viewpoint;146
10.2.2.3;The Service Provider Viewpoint;146
10.2.3;Needs-Based Knowledge Architecture;147
10.2.4;Circle of Customer Needs Implementation Strategies;150
10.2.4.1;Learning Loops;150
10.2.4.2;New Skills for Front-line Workers;152
10.2.4.3;Growing the Implementation from an Initial Pilot;153
10.2.5;Example: Fuel Poverty in Vulnerable Older People;153
10.2.6;Glimpse of the Future: Customer-Centric Service Provision;154
10.2.6.1;Diagnosing Needs;154
10.2.6.2;Examining Related Needs;155
10.2.6.3;Producing an Individual Service Plan;156
10.2.6.4;Identifying Delivery Partners;156
10.2.6.4.1;Delivery and Learning;156
10.2.7;Project Background;156
10.2.8;References;157
10.3;Towards a Deeper Understanding of Public Sector Innovation;158
10.3.1;Introduction;158
10.3.2;The Public Sector Context;159
10.3.2.1;Hierarchy, Markets and Networks;162
10.3.3;A Model of Public Sector Service Production;165
10.3.4;Defining Innovation in the Public Sector Services;167
10.3.5;Innovation Related to the Different Circuits in the Production Model;168
10.3.5.1;The Circuit of the Political/Administrative Stakeholdersand the Organisation;168
10.3.5.2;Organisational Circuit;171
10.3.5.3;The Circuit of the Organisation and the Service User/Consumers;175
10.3.6;ServPPINS, PPPs and the Circuits of Public Sector Service Innovation;178
10.3.7;Conclusion: Toward a Deeper Understanding of Public Sector Service Innovation;179
10.3.8;References;181
10.4;Involving Customers in the Service Innovation Process;185
10.4.1;Introduction;185
10.4.2;Customers as Co-Developers in Service Innovation;186
10.4.3;The Case Company and the Study Methods;188
10.4.4;The Action Research Process and its Results;189
10.4.5;Co-Development Workshops as a Way to Increase Customer Understanding;190
10.4.6;Modifying the Innovation Model on the Basis of Customer Understanding;193
10.4.7;Concluding Discussion;195
10.4.8;References;197
10.5;Public-Private Innovation Networks:The Importance of Boundary Objects, Brokersand Platforms to Service Innovation;199
10.5.1;Background and Theory;199
10.5.2;Broker;202
10.5.3;Platform Organisation;203
10.5.4;Boundary Objects as Outcomes of Organising;204
10.5.5;Method;205
10.5.6;Analysis;206
10.5.6.1;Case One: Development Partnership in Gribskov for Careof the Elderly;206
10.5.6.1.1;Context of Case;206
10.5.6.1.2;Network Actors and Identification of Broker;207
10.5.6.1.3;Organising of Interaction;207
10.5.6.1.4;Development Process of Boundary Objects;208
10.5.6.2;Case Two: Næstved Health School;209
10.5.6.2.1;Context of Case;209
10.5.6.2.2;Network Actors and Identification of Broker;210
10.5.6.2.3;Organising of Interaction;211
10.5.6.2.4;Development Process of Boundary Object;212
10.5.7;Comparative Analysis;213
10.5.7.1;Two Types of Broker;213
10.5.7.2;Platform Versus No-Platfrom Organisation;214
10.5.7.3;Boundary Object as Outcomes of Organising;214
10.5.8;Conclusion;215
10.5.9;References;217
11;Index;220