Innovation 2.0 John C. Timmerman, Ph.D. Chairman of the Board, ASQ Senior Strategist, Customer Experience and Innovation Gallup June 10 th , 2013
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Innovation 2.0
John C. Timmerman, Ph.D.
Chairman of the Board, ASQ
Senior Strategist,
Customer Experience and Innovation
Gallup
June 10th, 2013
1. Learn key findings from the Global State of
Quality Research.
2. Understand the importance of behavioral
economics in decision making and identifying
opportunities.
3. Identify key success factors for co-creating
innovation with employees, customers, and
partners.
Objectives
Key findings from the
Global State of Quality
Research.
1,991
22 Countries
organizations
5 Revenue
Groups• < $100M
• $100M to $1B
• $1B to $5B
• $5B to $10B
• > $10B
2 Industry
Groups• Manufacturing
• Services
Industry
Highlights
Research Overview
Key Themes
Quality is…
Use and standardization of measures of quality
Quality Metrics
Quality Training
Incentives used to encourage employees to meet critical quality targets.
We communicate with customers regarding our efforts to address their needs and
complaints
Quality Culture
Discoveries 2013May 2013
Insights and ContinuingConversations
November 2013
Analysis, Trends, andOpportunities
July 2013
Next Steps
The importance of
behavioral economics in
decision making and
identifying opportunities.
On-time Delivery
RATIONAL EMOTIONAL
Durability
Facility Layout
Cost
Safety
Timeliness
Convenience
Packaging
Product Quality
Efficiency
Retention
Empathy
Harmony
Trust
Hope
Loneliness
Skepticism
Inclusiveness
Cynicism
Joy
Friendship
Impulsiveness
Curiosity
Boredom
Pride
Copyright © 2013 Gallup, Inc. All rights reserved.
30% 70%
Emotions Drive Behavior
Fully
Engaged
Strongly
attached and
loyal. Your
most valuable
customers
Engaged
Beginnings of
emotional
attachment
but not strong
Not
Engaged
Emotionally
and
attitudinally
neutral
Actively
Disengaged
Active
emotional
detachment
and
antagonism
Copyright © 2013 Gallup, Inc. All rights reserved.
Four Types of Customers
Copyright © 2013 Gallup, Inc. All rights reserved.
Quantitative Study Comprised of 1,486 ASQ Senior and Fellow Responses.
1. Culture (employee attitudes & participation)
2. Senior Leadership Support (advocacy for risk/long-term results)
3. Capabilities (workforce talent, training, & experience)
4. Process (effective methods & tools)
5. Strategy (alignment to profitable growth & business goals)
Top Factors for Innovation
EngagedActively
Disengaged
Not
Engaged
29% 52% 19%Loyal and
psychologically
committed. More
productive, higher
retention.
Productive, but not
psychologically
connected to their
company. Miss more
workdays, more
likely to leave.
Physically present,
but psychologically
absent. Unhappy
and insist on sharing
this unhappiness with
others.
Four Types of Employees
Copyright © 2013 Gallup, Inc. All rights reserved.
Key success factors for co-
creating innovation with
employees, customers,
and partners.
1. Global Responsibility
2. Consumer Awareness (new)
3. Globalization
4. The Increasing Rate of Change (new)
5. The Workforce of the Future (new)
6. An Aging Population
7. 21st Century Quality
8. Innovation (new)
2011 Future Study Themes
Zone
Perf
orm
ance
Improvement
Innovation
Control
Results Define Innovation
VisionConsider the broader framingbeyond the obvious project goal.
Understand the customersunspoken requirements.
Allow for evolving design changes& evaluate under complex conditions.
Identify solutions that are scalable incollaboration with key stakeholders.
Incorporate feedback loops and iterativelearning cycles in the design process.
Insights
Test
Alternatives
Learning
Key Success Factors
Timmerman, 2010
1600 1931/1951 1960/1966 1986/1993
HEE PDCA Stage Gate & QFD Six Sigma
DMAIC
Lean Six Sigma
DMADV or DFSS
Structured design processes have
evolved because….
“The significant problems we
have cannot be solved at the
same level of thinking with
which we created them.”
Albert Einstein
Little “I” Innovation
Design for Six Sigma
1.
Phases Design
Requirements
Design
Specifications
Design
Concept
Design
Validation Design for Culture
Design Process
Quality Function Deployment Design Test Design Modeling
Change
Management
2.
Processes
� Characterization � Design of Experiments
� Failure Mode & Effects Analysis � Relationship Diagrams � TRIZ
3.
Analytical
Methods
� Brainstorming/Brainwriting � Divergent/Tangent Thinking
� Employee Ideas � Research & Development � Voice of the Customer
4.
Ideation
Methods
Critical Success Factors
5.
Business
Model
� Strategy
� Investment � Metrics
6.
Human
Capital
� Capabilities
� Capacity � Motivation
� Culture
� Collaboration
� Senior Leadership
7.
Environment
Service Innovation Framework
Customers
Em
plo
yees
Pa
rtner
s
Big “I” Innovation
Timmerman, 2010
Concept Z
Concept X
Concept Y
Big “I” Application
Timmerman, 2012
THANK YOU!
John C. Timmerman, Ph.D.
Chairman of the Board, ASQ
Senior Strategist, Gallup
Adjunct Professor, University of Delaware
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