Most Active Articles 2009-11-24T02:08:06.089-05:00 Business Exchange Business_Exchange@businessweek.com urn:com:businessweek:bx:topic:most-active:service-innovation Helen Walters hwalters107 urn:com:businessweek:bx:article:4235179217745229432-eb4fff6c43592b7641a264fc2f2af569 2009-10-29T08:57:32.432-04:00

It's the Me-conomy stupid. And so sums up in just four words the feeling a lot of us have as consumers as yet again we encounter another average service experience with a company we have provided our custom, our dollars and our time, often over many...

It's the Me-conomy stupid. And so sums up in just four words the feeling a lot of us have as consumers as yet again we encounter another average service experience with a company we have provided our custom, our dollars and our time, often over many... http://www.business-strategy-innovation.com/2009/10/planning-and-designing-excellent.html Braden Kelley bkelley034 12 12 0 0 urn:com:businessweek:bx:article:4034662005364963926-b253e4d4dd28dcb42250a289af8c5b8a 2009-10-23T01:16:54.057-04:00

Does your company need an innovation strategy? It depends! Based on your business situation, you can take the appropriate course of action to use innovation as a business driver.

Does your company need an innovation strategy? It depends! Based on your business situation, you can take the appropriate course of action to use innovation as a business driver. http://brainzooming.blogspot.com/2009/10/innovation-strategy-yes-no-and.html Mike Brown mbrown321 4 4 0 0 urn:com:businessweek:bx:article:2738130699995561009-6619401e110f91c77d9e69701f2394c3 2009-10-15T07:19:53.238-04:00

AT&T workers who tested Google's voice application couldn't complete calls to a convent, a congressional campaign office and an eye doctor, the telephone company told federal regulators. Or so they claim.

AT&T workers who tested Google's voice application couldn't complete calls to a convent, a congressional campaign office and an eye doctor, the telephone company told federal regulators. Or so they claim. http://www.mercurynews.com/business/ci_13564624 Thomas Huynh thuynh381 3 2 0 1 urn:com:businessweek:bx:article:12259824586706983238-51a46b703d96be858c4fb7701a665523 2009-09-03T08:40:21.870-04:00

If you boiled down what really makes innovation happen, it would be very hot and gooey. Boiling does that. But seriously folks...

If you boiled down what really makes innovation happen, it would be very hot and gooey. Boiling does that. But seriously folks... http://frontendofinnovation.blogspot.com/2009/09/10-drivers-of-organizational-innovation.html Yemil Martinez ymartinez849 17 17 0 0 urn:com:businessweek:bx:article:1706240870843978708-0428a51252800a01d16cc7553d9a7999 2009-10-15T13:57:36.460-04:00

The world's #1 web hosting company does something simple to build customer trust and retention: It has real people answer every phone call.

The world's #1 web hosting company does something simple to build customer trust and retention: It has real people answer every phone call. http://blog.winningworkplaces.org/blog/winning-workplaces/0/0/rackspaces-graham-weston-no-voicemail-jail-for-you Mark Harbeke mharbeke724 1 1 0 0 urn:com:businessweek:bx:article:16125908500976134011-9c10264ed4976018ab0d10ae3554e5a6 2009-10-08T11:18:29.710-04:00

Technology is a wonderful thing, but steps need to be taken to ensure companies aren’t using it as an obstacle for the customer or losing the personal aspect of the interaction.

Technology is a wonderful thing, but steps need to be taken to ensure companies aren’t using it as an obstacle for the customer or losing the personal aspect of the interaction. http://www.customermanagementiq.com/article.cfm?externalID=1290&shownewswindow=1&mac=CMBXQ409&SID=BX&utm_campaign=BX&utm_medium=SMO&utm_source=e-bim&utm_content=Oct8news&utm_term=BX Blake Landau blandau141 4 4 0 0 urn:com:businessweek:bx:article:12721812176532704317-ff48a9e471ecaa5c330a0000d2d33bd4 2008-12-15T15:02:05.269-05:00

This short film adopts a practice perspective to explore what is distinctive about the ways professional service designers go about designing or redesigning services.

This short film adopts a practice perspective to explore what is distinctive about the ways professional service designers go about designing or redesigning services. http://www.sbs.ox.ac.uk/D4S/videoArchive/index.html Helen Walters hwalters107 72 67 4 1 urn:com:businessweek:bx:article:432992804285132643-17829a9d008dd8c89f180ca509c95caa 2009-02-06T15:54:45.315-05:00

Recent service design posts

Recent service design posts http://www.experientia.com/blog/category/service-design/ Mark Vanderbeeken mvanderbeeken991 55 54 1 0 urn:com:businessweek:bx:article:10335105466420587740-5c98cf4404d440c8a7e9cf581a76aeb8 2009-09-25T07:20:07.369-04:00

5S as a tool has been leveraged by manufacturing companies for decades. Leaders driving operational excellence on the manufacturing floor would provide a list of benefits on how 5S delivers superb benefits on the production shop-floor.

5S as a tool has been leveraged by manufacturing companies for decades. Leaders driving operational excellence on the manufacturing floor would provide a list of benefits on how 5S delivers superb benefits on the production shop-floor. http://www.sixsigmaiq.com/Columnarticle.cfm?externalID=1328&Columnid=15 &utm_source=sixsigmaiq.com&utm_medium=SMO&utm_campaign=BXCHANGE&utm_content=09_25_2009 Genna Weiss gweiss207 4 4 0 0 urn:com:businessweek:bx:article:5009549809247968744-7d102d4db196ca166555e26dc5a55cbf 2009-04-20T20:28:27.652-04:00

One theory of why there is more innovation in a downturn comes from Professor Dominic Houlder of London Business School. It goes like this: There are two main sources of innovation - invention and...

One theory of why there is more innovation in a downturn comes from Professor Dominic Houlder of London Business School. It goes like this: There are two main sources of innovation - invention and... http://www.business-strategy-innovation.com/2009/04/sources-of-innovation-invention-versus.html Braden Kelley bkelley034 30 30 0 0 urn:com:businessweek:bx:article:11457662310821718563-a6c9a8356dbb7b401431d261fb9589f8 2008-10-21T00:13:08.607-04:00

1st Source Bank in Indiana, which resulted in a brand new banking paradigm. Mark Jones is lead for service design and innovation at IDEO. Fran Samalionis is head of service design and innovation at IDEO.

1st Source Bank in Indiana, which resulted in a brand new banking paradigm. Mark Jones is lead for service design and innovation at IDEO. Fran Samalionis is head of service design and innovation at IDEO. http://c.moreover.com/click/here.pl?r1653305903&f=9791 59 56 3 0 urn:com:businessweek:bx:article:18072519255966445014-551156377e7d5b4d8f4fed4516d6433f 2009-09-23T13:57:13.165-04:00

Interview with Dave Siegel, co-author of Innovation: Myths and Mythstakes, Marketing to the New SuperConsumer, and The Great Tween Buying Machine.

Interview with Dave Siegel, co-author of Innovation: Myths and Mythstakes, Marketing to the New SuperConsumer, and The Great Tween Buying Machine. http://www.ideaconnection.com/articles/00141-Stacking-the-Deck-in-Favor-of-Innovation-Part-2.html.html Eric Tsai etsai275 1 1 0 0 urn:com:businessweek:bx:article:13103470935938416173-bf8128fe9c61b40941db9fc59dbbbf7c 2009-08-05T13:15:43.183-04:00

Under a new initiative being put into practice at its more than 11,000 U.S. stores, there will be no more bending over to scoop coffee from below the counter, no more idle moments waiting for expired coffee to drain and no more dillydallying at the pastry case.

Under a new initiative being put into practice at its more than 11,000 U.S. stores, there will be no more bending over to scoop coffee from below the counter, no more idle moments waiting for expired coffee to drain and no more dillydallying at the pastry case. http://online.wsj.com/article/SB124933474023402611.html?mod=dist_smartbrief Eric Tsai etsai275 9 8 1 0 urn:com:businessweek:bx:article:12458415501806731905-486e8c84d8b61473b0c5e68317b2ba65 2009-02-14T19:47:25.985-05:00

From experience and ongoing research, there are fairly common situations blocking business innovation across companies. No business has all of them, but the presence of just a couple will scuttle the most modest dreams of bringing new possibilities to life to benefit others. None of these NO's are insurmountable. This article covers what's behind each situation and steps to navigate around them successfully to get innovation going.

From experience and ongoing research, there are fairly common situations blocking business innovation across companies. No business has all of them, but the presence of just a couple will scuttle the most modest dreams of bringing new possibilities to life to benefit others. None of these NO's are insurmountable. This article covers what's behind each situation and steps to navigate around them successfully to get innovation going. http://brainzooming.blogspot.com/2007/10/taking-no-out-of-innovation-10-nos.html Mike Brown mbrown321 19 17 2 0 urn:com:businessweek:bx:article:6553701391903350951-9f175e192beb2233dcb1144e4b801070 2009-08-16T16:55:49.588-04:00

Never underestimate predictability as an innovative and very attractive brand benefit. A real-life example points out 3 key areas to address in being more predictable.

Never underestimate predictability as an innovative and very attractive brand benefit. A real-life example points out 3 key areas to address in being more predictable. http://brainzooming.blogspot.com/2009/08/predictable.html Mike Brown mbrown321 4 4 0 0 urn:com:businessweek:bx:article:4928984210437106295-2f6652f149d9ddff6267591d52a8192b 2009-03-11T14:56:01.219-04:00

Trickle-Up Innovation is a topic you will hear more and more about. Innovations currently tend to be commercialized in the developed countries and then distributed in the developing world. Trickle-Up Innovation turns that model on its head by commercializing products or services in developing countries and then adapting them for the developed world.

Trickle-Up Innovation is a topic you will hear more and more about. Innovations currently tend to be commercialized in the developed countries and then distributed in the developing world. Trickle-Up Innovation turns that model on its head by commercializing products or services in developing countries and then adapting them for the developed world. http://www.business-strategy-innovation.com/2009/03/trickle-up-innovation.html Braden Kelley bkelley034 16 14 2 0 urn:com:businessweek:bx:article:12839246308302830792-8377151a234a86f06c122d36c66a7899 2009-08-16T16:52:14.020-04:00

Andrew Tilling, heads Preseli Partnerships in Surrey, UK. In this guest Brainzooming post, he shares his perspective on the importance of place on creativity.

Andrew Tilling, heads Preseli Partnerships in Surrey, UK. In this guest Brainzooming post, he shares his perspective on the importance of place on creativity. http://brainzooming.blogspot.com/2009/08/give-your-workspace-massive-creative.html Mike Brown mbrown321 3 3 0 0 urn:com:businessweek:bx:article:2851193544148426730-57bcb00dd65b7c6cff0189ec966a3e85 2009-01-11T08:17:58.317-05:00

Empowerment, sustainability, innovation and inclusion will surface again and again in design this year.

Empowerment, sustainability, innovation and inclusion will surface again and again in design this year. http://www.iht.com/articles/2008/12/29/arts/design29.php Helen Walters hwalters107 20 18 2 0 urn:com:businessweek:bx:article:13669334519601560661-77f89bc40eec3964b9d83f420fece802 2009-07-04T23:08:02.744-04:00

More manufacturers are branching out into the service business. Here’s how to make the move successfully.

More manufacturers are branching out into the service business. Here’s how to make the move successfully. http://sloanreview.mit.edu/business-insight/articles/2009/2/5126/beyond-products-2/ Chada Washington cwashington542 3 1 1 1 urn:com:businessweek:bx:article:8448655643786709225-65b80ee66731e1c9e6729ac5d1562f8d 2008-10-10T12:39:25.098-04:00

Services make the world go around. In modern day society, we are all connected to each other by either giving or receiving a service.

Services make the world go around. In modern day society, we are all connected to each other by either giving or receiving a service. http://news.zdnet.com/2424-9595_22-210337.html Helen Walters hwalters107 27 25 2 0 urn:com:businessweek:bx:article:4360135337844381560-bb8e1e06a8b7130b7a1811b3319e7c30 2008-12-01T05:08:07.563-05:00

Every service (human or technology driven) as well as product will eventually fail one day and put your customer in a uncomfortable situation. Smart organizations will understand this and develop a service recovery program which ensures that their customers are satisfied even after things have gone wrong.

Every service (human or technology driven) as well as product will eventually fail one day and put your customer in a uncomfortable situation. Smart organizations will understand this and develop a service recovery program which ensures that their customers are satisfied even after things have gone wrong. http://www.customer-experience-labs.com/2008/07/10/strategies-and-tactics-for-successful-service-recovery/ Bernhard Schindlholzer bschindlholzer476 22 21 1 0 urn:com:businessweek:bx:article:14305783976799752012-01793057191091ed04930fe5da6e0dcd 2009-03-21T22:18:15.235-04:00

Here are a variety of quotes on creativity and innovation from Twitter.

Here are a variety of quotes on creativity and innovation from Twitter. http://brainzooming.blogspot.com/2009/02/let-other-people-talk-week-creative.html Mike Brown mbrown321 12 12 0 0 urn:com:businessweek:bx:article:12502740833181634130-df32e71fbf20904672551b0c5a9092e1 2009-05-11T11:53:39.853-04:00

Taking a slightly different approach than other World Innovation Forum bloggers, I've distilled 90 minutes with CK Prahalad down into these Top 10 Insights:

Taking a slightly different approach than other World Innovation Forum bloggers, I've distilled 90 minutes with CK Prahalad down into these Top 10 Insights: http://www.business-strategy-innovation.com/2009/05/top-10-ck-prahalad-insights-world.html Braden Kelley bkelley034 6 6 0 0 urn:com:businessweek:bx:article:12776031178656193516-4c9170ee49230900bad6b74339f30a5d 2008-10-10T12:42:45.609-04:00

"Services are often delivered by complex collaborations of actors in the form of a value network. There is considerable opportunity to be gained from innovating services based upon new actor constellations"

"Services are often delivered by complex collaborations of actors in the form of a value network. There is considerable opportunity to be gained from innovating services based upon new actor constellations" http://www.service-innovation.org/ Helen Walters hwalters107 22 21 1 0 urn:com:businessweek:bx:article:12461716565251612422-8ddf0dfffa035c51a2c18f16f5df44d2 2009-03-10T11:37:58.008-04:00

President Barack Obama has jumped in with both feet to pull the economy and financial markets out of their sickening drop. At his urging, Congress has enacted a record economic stimulus plan. Obama has put together plans to rescue the nation's big...

President Barack Obama has jumped in with both feet to pull the economy and financial markets out of their sickening drop. At his urging, Congress has enacted a record economic stimulus plan. Obama has put together plans to rescue the nation's big... http://www.businessweek.com/innovate/content/mar2009/id2009039_554797.htm?chan=top+news_top+news+index+-+temp_innovation+%2Bamp%3B+design Ray Boyer rboyer900 9 7 1 1