A Personal Wisdomsourcing Project: Tools for Collaborative Problem Solving, Strategy, and Innovation

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Wisdomsourcing is the next stage in the evolution of crowdsourcing which in turn evolved from brainstorming. This document presents the collaborative tools of brainstorming, crowdsourcing, and wisdomsourcing. The similarities and diffferences between the tools are highlighted.

The document also presents the Customer Experience Matrix which is a key tool of the Wisdomsourcing methodology. Information from a Customer Experience Matrix can be presented using a Strategy Profile (Canvas) as well as Trade-off Map. A personal example on use of the Customer Experience Map is presented together with an example on Southwest Airlines.

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A Personal Wisdomsourcing Project: Tools for Collaborative Problem Solving, Strategy, and Innovation

  1. 1. Inexpensively Leapfrogging the Competition<br />A PERSONAL WISDOMSOURCING PROJECT Tools for Collaborative Problem Solving, Strategy, and InnovationDr. Rod King<br />
  2. 2. OBJECTIVES OF PERSONAL WISDOMSOURCING PROJECT<br /><ul><li> To BrieflyIllustrate the Roadmap of Activities for Wisdomsourcing Strategy Projects
  3. 3. To Demonstrate How to Develop a Customer Experience Matrix & Trade-off Map for</li></ul>Tools on Collaborative Problem Solving, Strategy, and Innovation<br /><ul><li> To Ultimately Develop an Innovative Product Strategy (Trade-off Profile), Value Chain Dashboard, and Innovative Business Model for Wisdomsourcing</li></li></ul><li>COLLECTION/SHORTLISTING OF TOOLS FOR COLLABORATIVE PROBLEM SOLVING, STRATEGY, AND INNOVATION <br />
  4. 4. BRAINSTORMING<br />WISDOMSOURCING<br />CROWDSOURCING<br />
  5. 5. 1-PAGE WISDOMSOURCING, CROWDSOURCING, AND BRAINSTORMING <br />Tools for Collaborative Problem Solving, Strategy, and Innovation<br />Copyright 2009<br />Dr. Rod King<br />BRAINSTORMING<br /><ul><li> Alex Osborne (1953)
  6. 6. Rules for Brainstorming – No criticism during idea generation
  7. 7. ‘Blue Sky’ Thinking and Ideas
  8. 8. Myriad Generated Ideas
  9. 9. Offline
  10. 10. 1 Physical Location
  11. 11. Formal Group
  12. 12. Organic Process
  13. 13. Online Collaboration
  14. 14. Collaborative Idea Generation
  15. 15. 1D-Evaluation; Voting
  16. 16. Rod King (2009)
  17. 17. Systematic Collaboration
  18. 18. Customer Experience Problems
  19. 19. Trade-off Problems & Strategies
  20. 20. Roadmap for Wisdomsourcing
  21. 21. Customer Experience Matrix
  22. 22. 2D-Evaluation: Trade-off Map
  23. 23. Strategy Profile; Plan; Dashboard
  24. 24. Business Development Platform
  25. 25. Think Tank; Movement; Experience
  26. 26. Jeff Howe (2006)
  27. 27. Crowdsourced Goods and Information Products
  28. 28. Off-site Tools for Strategic Problem Solving
  29. 29. ‘Ad hoc’ Group
  30. 30. Unlimited Number of Volunteers
  31. 31. Peer Production; Documentation
  32. 32. Open Innovation and Value Chain
  33. 33. Prosumers: Consumers who participate like employees/producer in a business
  34. 34. Competitions; Contests; Prizes
  35. 35. Recognition; Reputation</li></ul>WISDOMSOURCING<br />CROWDSOURCING<br />
  36. 36. OBJECTIVE OF TOOL <br />To collaboratively and freely (without criticism) generate myriad ideas and select the best for a given challenge, problem, or question<br />INVENTOR/DEVELOPER OF CONCEPT<br />Alex Osborne (1953)<br />SCOPE<br /><ul><li> Creative tasks or projects
  37. 37. Max. number of participants: 20
  38. 38. Not directly focused on trade-off or improving customer experiences</li></ul>EQUIPMENT/RESOURCES<br /><ul><li> Flip chart; Whiteboard; Post-it
  39. 39. Pens; Markers; Stickers
  40. 40. Computer/software on the Internet
  41. 41. Rules for Brainstorming Sessions</li></ul>Overview of<br />BRAINSTORMING<br />(Organic Collaboration Tool)<br />LOCATION OF ACTIVITY<br /><ul><li> Traditionally, one physical location where brainstorming is conducted
  42. 42. Online (collaboration): contribu-tions from different places and times</li></ul>DECISION-MAKING MECHANISM<br /><ul><li> One-dimensional voting: one member, one vote (sticker)
  43. 43. Impact-Effort matrix</li></ul>ORGANIZATION OF TEAM<br /><ul><li> Facilitator or group leader; Scribe
  44. 44. Offline: Diverse members who belong to the same business, organization, or group</li></ul>OUTPUTS<br /><ul><li> Best (novel/creative) generated idea, suggestion, strategy, or tactic</li></ul>Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  45. 45. OBJECTIVE OF TOOL <br />To have an informal group of people outside a business or an organization carry out a project activity online that would normally be done by employees or hired personnel<br />INVENTOR/DEVELOPER OF CONCEPT<br />Jeff Howe (2006)<br />SCOPE<br /><ul><li> Online: volunteer; prize; payment
  46. 46. Unlimited number of participants
  47. 47. Not directly focused on trade-off or improving customer experiences</li></ul>EQUIPMENT/RESOURCES<br /><ul><li> Computer/software on the Internet
  48. 48. Off-site tools for strategic problem solving, design, or detailed work</li></ul>Overview of<br />CROWDSOURCING<br />(Organic Collaboration Tool)<br />LOCATION OF ACTIVITY<br /><ul><li> Online (collaboration): contribu-tions from different physical locations and at different times</li></ul>DECISION-MAKING MECHANISM<br /><ul><li> One-dimensional voting: up/down; positive/negative</li></ul>ORGANIZATION OF TEAM<br /><ul><li> Organizer/Coordinator
  49. 49. Online location: Diverse members
  50. 50. Crowdsourcers as co-creators or prosumers</li></ul>OUTPUTS<br />Best, top, or most popular<br /><ul><li> Idea, Suggestion, Strategy, or Tactic
  51. 51. Graphics (Logo); Design/Product
  52. 52. Algorithm; Prediction; Translation
  53. 53. News; Photo; Video; Review; Job</li></ul>Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  54. 54. OBJECTIVE OF TOOL<br />To collaboratively as well as systematically identify and resolve customer experience problems especially trade-offs in businesses<br />INVENTOR/DEVELOPER OF CONCEPT<br />Rod King (2009)<br />SCOPE<br /><ul><li> Business Development Platform
  55. 55. Online: volunteer; payment; prize
  56. 56. Unlimited number of participants
  57. 57. Directly focuses on trade-off and improving customer experiences</li></ul>EQUIPMENT/RESOURCES<br /><ul><li> Computer/software on the Internet
  58. 58. Roadmap of Activities for Wisdomsourcing Strategy Projects</li></ul>Overview of<br />WISDOMSOURCING<br />(Systematic Collaboration Tool)<br />LOCATION OF ACTIVITY<br /><ul><li> Online (collaboration): contribu-tions from different physical locations and at different times</li></ul>DECISION-MAKING MECHANISM<br /><ul><li> One-dimensional evaluation: Customer Experience Quotient
  59. 59. Two-dimensional evaluation: Trade-off Map</li></ul>ORGANIZATION OF TEAM<br /><ul><li> Organizer/Coordinator
  60. 60. Online location: Diverse members on the Internet
  61. 61. Crowdsourcers as prosumers</li></ul>OUTPUTS<br />Best<br /><ul><li> Idea, Suggestion, Strategy, or Tactic
  62. 62. Prototype; (Business) Model; Design; Plan</li></ul>Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  63. 63. QUALITATIVE CUSTOMER EXPERIENCE OFTOOLS FOR COLLABORATIVE PROBLEM SOLVING, STRATEGY, AND INNOVATION <br />
  64. 64. QUALITY/PERFORMANCE<br />A large amount of ideas are generated in a brainstorming session. However, few ideas are of high quality. There is usually no period for the priming or incubation of ideas.<br />FUNCTONALITY/CONTENT/THEME<br />Brainstorming is an organic (unstructured) technique for genera-ting ideas. It is simple to learn and implement due to its simple rules.<br />SOCIAL AURA/CACHET/PRESTIGE<br />Brainstorming is associated with novel but impractical or ‘blue sky’ ideas. Brainstorming is fun and could foster camaradie among participants.<br />PERSONALIZATION/CUSTOMIZATN.<br />Brainstorming is flexible enough to be personalized. Other techniques such as brainwriting, affinity diagramming, and mind mapping can enhance brainstorming.<br />CUSTOMER DELIGHT & PAIN OF<br />BRAINSTORMING<br />COST (PRICE)<br />Unless when a facilitator is hired, a brainstorming session can be conducted without incurring additional cost.<br />COMPLEXITY<br />The process of brainstorming is relatively simple to learn and use. There are few rules or steps to follow.<br />INACCESSIBILITY/UNAVAILABILITY<br />The brainstorming technique is widely known. Sessions in brainstorming can be quickly organized.<br />TIME/SPEED/DELAY<br />A brainstorming session typically lasts about 1hr.<br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  65. 65. QUALITY/PERFORMANCE<br />The quality of generated ideas, materials, or product depends on the number, quality, and diversity of members in a crowdsourcing team.<br />FUNCTONALITY/CONTENT/THEME<br />Crowdsourcing describes a process where an ‘ad hoc’ group of people on the Internet undertakes a project task that would normally be done in a business or an organization.<br />SOCIAL AURA/CACHET/PRESTIGE<br />Some projects such as the Linux operating system and Wikipedia have contributed to enhancing the image of crowdsourcing. Crowdsourcing is also considered to be cost effective.<br />PERSONALIZATION/CUSTOMIZATN.<br />The process of crowdsourcing is highly customizable. Crowdsourcing can be applied to many projects and tasks in business.<br />CUSTOMER DELIGHT & PAIN OF<br />CROWDSOURCING<br />COST (PRICE)<br />Crowdsourcing is highly cost- effective. Costs in a crowdsourcing project are associated with software and/or prizes. Often, crowdsourcers work for free, reputation, or glory..<br />COMPLEXITY<br />Traditionally, crowdsourcing is carried out organically where crowd-sourcers merely contribute and/or rate ideas. Crowdsourcing is more complex when developing products.<br />INACCESSIBILITY/UNAVAILABILITY<br />A crowdsourcing software/platform is not widely available or accessible. Most crowdsourcing activities focus on a niche. Also, crowdsourcing has to be carried out on the Internet.<br />TIME/SPEED/DELAY<br />Crowdsourcing has a flexible time span or duration. The time for a crowdsourcing task can be fixed in a competition or contest.<br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  66. 66. QUALITY/PERFORMANCE<br />Wisdomsourcing mainly aims to generate disruptive innovation/Blue Ocean strategies that reduce or elim-inate customer experience problems or trade-offs.<br />FUNCTONALITY/CONTENT/THEME<br />Wisdomsourcing covers both organic and systematic approaches to strate-gic problem solving and innovation. There’s a Roadmap of Activities for Wisdomsourcing Strategy Projects.<br />SOCIAL AURA/CACHET/PRESTIGE<br />The Wisdomsourcing group, a Global Think Tank for collaboratively identifying and resolving problems, is attracting a high cadre of members.<br />PERSONALIZATION/CUSTOMIZATN.<br />The Roadmap of Activities for Wisdomsourcing Strategy Projects is highly modularized and customizable.<br />CUSTOMER DELIGHT & PAIN OF<br />WISDOMSOURCING<br />COST (PRICE)<br />Wisdomsourcing requires special tools and training. An integrated software application does not yet exist for doing Wisdomsourcing projects.<br />COMPLEXITY<br />Modules of Wisdomsourcing such as Organic Wisdomsourcing are simple. However, other modules are more complex.<br />INACCESSIBILITY/UNAVAILABILITY<br />Wisdomsourcing is not yet widely available to the public. At the moment, only members of the Wisdomsourcing group on LinkedIn can participate in projects.<br />TIME/SPEED/DELAY<br />Wisdomsourcing Strategy projects could be split into phases of information collection, analysis, design, report writing, and implementation.<br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  67. 67. QUANTITATIVE CUSTOMER EXPERIENCE OFTOOLS FOR COLLABORATIVE PROBLEM SOLVING, STRATEGY, AND INNOVATION <br />
  68. 68. Systematic Customer Experience Matrixfor Tools on: Collaborative Problem Solving, Strategy, and Innovation<br />Market Segment/Location: ………..……………………………………...<br />Key -&gt; 1: Low level; 10: Extraordinary level<br />Customer Experience Quotient (CEQ) = Pain/Delight<br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  69. 69. TRADE-OFF MAP FOR TOOLS ON COLLABORATIVE PROBLEM SOLVING, STRATEGY, AND INNOVATION <br />
  70. 70. Trade-off Mapfor Tools on: Wisdomsourcing, Crowdsourcing, and Brainstorming<br />Zero Trade-off-Experience<br />(cf. “Wrecking-ball moment”)<br />MARKET (CUSTOMER JOB): Problem Solving/Strategy/Innovation<br />Period/Year: 2009<br />‘Hit’ Zone<br />High-end<br />SuperHit<br />Sweet Spot-<br />WISDOMSOURCING<br />Luxury Spot<br />Disruption Spot<br />Oasis-<br />CROWDSOURCING<br />BRAINSTORMING<br />Volcano<br />DELIGHT:<br />Fidelity<br />Low-end<br />Green Ocean<br />No Man’s Land<br />Red Ocean<br />Fidelity Belly<br />Convenience<br />Inconvenience<br />PAIN: Inconvenience <br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  71. 71. TEMPLATES FORWISDOMSOURCING STRATEGY PROJECTS<br />
  72. 72. OBJECTIVE OF TOOL <br />INVENTOR/DEVELOPER OF CONCEPT<br />SCOPE<br />EQUIPMENT/RESOURCES<br />Overview of<br />………………………………………….<br />LOCATION OF ACTIVITY<br />DECISION-MAKING MECHANISM<br />ORGANIZATION OF TEAM<br />OUTPUTS<br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  73. 73. QUALITY/PERFORMANCE<br />FUNCTONALITY/CONTENT/THEME<br />SOCIAL AURA/CACHET/PRESTIGE<br />PERSONALIZATION/CUSTOMIZATN.<br />CUSTOMER DELIGHT & PAIN OF<br />………………………………………….<br />COST (PRICE)<br />COMPLEXITY<br />INACCESSIBILITY/UNAVAILABILITY<br />.<br />TIME/SPEED/DELAY<br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  74. 74. Systematic Customer Experience Matrixfor Tools on: ……………………………………………….<br />Market Segment/Location: ………..……………………………………...<br />Key -&gt; 1: Low level; 10: Extraordinary level<br />Customer Experience Quotient (CEQ) = Pain/Delight<br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  75. 75. Trade-off Map of Experiences and Strategies for Tools on: …………………………………………………………………………………<br />Zero Trade-off-Experience<br />(cf. “Wrecking-ball moment”)<br />MARKET (CUSTOMER JOB): ……………………………………………………….<br />Period/Year: …………………………………<br />‘Hit’ Zone<br />High-end<br />SuperHit<br />Sweet Spot<br />Luxury Spot<br />Disruption Spot<br />Oasis<br />Volcano<br />DELIGHT:<br />Fidelity<br />Low-end<br />Green Ocean<br />No Man’s Land<br />Red Ocean<br />Fidelity Belly<br />Convenience<br />Inconvenience<br />PAIN: Inconvenience <br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  76. 76. TRANSPORTATION EXAMPLE ONCUSTOMER EXPERIENCE MATRIX<br />
  77. 77. Systematic Customer Experience Matrixfor Tools on: Intercity Travel (Transportation)<br />Market Segment/Location: (Frequent) Intercity Travelers<br />Key -&gt; 1: Low level; 10: Extraordinary level<br />Customer Experience Quotient (CEQ) = Pain/Delight<br />Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing<br />
  78. 78. REFERENCES<br />Christensen, C.M. (1997) The Innovator’s Dilemma. Boston: Harvard Business School (HBS) Press.<br />Kim, W.C.; Mauborgne, R. (2005) Blue Ocean Strategy. Boston: Harvard Business School (HBS) Press.<br />King, R. (2009) Fractal Box Thinking: A Simple Visual Tool for Total Problem Solving and Innovation. Fresno, California: TOAD Publishing.<br />Maney, K. (2009) Trade-Off. New York: Broadway Books.<br />Verganti, R. (2009) Design-Driven Innovation. Boston: Harvard Business School (HBS) Press.<br />Dr. Rod King<br /> <br />Thought Leader, Speaker, Consultant, and Trainer on Trade-Off Mapping & Customer Experience Innovation<br />rodkuhnking@sbcglobal.net & http://tradeoffmap.ning.com<br />http://twitter.com/RodKuhnKing<br />

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