Service Innovation

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Master of Service Innovation©

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Service Innovation

Service Systems = dynamic configurations of people, technologies, organisations and shared information that create and deliver value to customers, providers and other stakeholders

Services = 80% of GDP (US); 76% of GDP (UK) < 1/3 of R&D

Innovation = brings fresh thinking to the marketplace that creates value for a company, its customers and for society at large

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Goal of Innovation = Growth

Service Business = People Business People Growth = Service Growth

Coaching = the Facilitation of Growth and Change

Focus = on the Invisible aspects of Change

Key to increasing the capacity to Innovate = Employee/Customer Involvement and Strengths Development

Service Innovation is not about best practice,but ‘best behaviour’

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“The overriding message is that culture and processes go hand in hand in making companies innovative, but

that it is often the attitude, behaviour and determination of individuals that makes the real

difference.”CBI, Excellence in Service Innovation, 2008

“Corporate culture is the strongest driver of radical innovation across nations.”

Journal of Marketing, Tellis/Prabhu/Chandy, 2009

“.... Human interaction - how people talk and work together - is the key to innovation, not just

technology.”A.G. Lafley, CEO Procter and Gamble

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Physical = words, actions; results

Strategy

Mental = thoughts, expectationsEmotional = feelings, needsSpiritual = beliefs, values

Culture

CHANGE = knowing how tomaster the currents

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Trunk = Leadership PrinciplesRoots = EcothinkingSeeds = Energizing Attitudes

Light = Service InnovationFruit = ResultsSeasons = Change

Nutrition = Personal Growth

Water = Employee/ CustomerInvolvement

The Services Growth Ecosystem©

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