QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptx
2. colin andrews
1.
2. Managing Creativity and Innovation
Colin Andrews BSc MBA
External Engagement Champion
Department of Design, Manufacturing & Engineering Management
University of Strathclyde
colin.andrews@strath.ac.uk
www.strath.ac.uk/dmem
4. Defining creativity and innovation?
Take 5 minutes to write down your own definitions for
• Creativity, and
• Innovation
5. What other people say?
“Something new to
the world”
Innovation
“Coming up with a
new idea”
“A new product”
“Creativity”
“Doing something
different…or better”
“A wacky idea”
6. Creativity
ideas... not necessarily new, novel or unique ideas...
just
Innovation
making something useful happen from the ideas
Defining creativity and innovation?
Innovation Process Something
usefulIdeas
8. A knack for creativity?
Mozart
Composed his own
work at 5 years old
• Why are some individuals more creative than others?
• Can you measure creativity?
• Is it a talent we are born with or is it a thinking skill to develop?
James Dyson believes
in ‘painstaking and
logical testing’
‘… genius is 1% inspiration
and 99% perspiration’
Edison
James Watt drew
on engineering
expertise
9. Are YOU creative?
• Are toddlers creative?
• Are children creative?
• Are teenagers creative?
• Are students creative?
• Are graduates creative?
• We ALL have a measure of creativity in us, it just
gets buried as we grow up …
10. Time to get Creative!
What can we learn from
this about drivers and
barriers to creativity ?
11. Problems, Problems, Problems
• ‘We are continually faced by
great opportunities brilliantly
disguised as insoluble
problems’ – Lee Iacocca
• ‘The difficult problems in life
always start off being simple’
– Lao Tzu
• ‘Houston we’ve had a
problem’ – Jack Swigert
12. • It's boiling hot outside but freezing in the air-conditioned office
• My personal trainer took the week off so I have to workout alone
• My wallet won't close because there's too much money in it
• I bought a dishwasher and now spend longer packing and unpacking it
than I did washing up
• My Brie is too hard
• No semi-skimmed milk in the supermarket, just full fat
• Earphones getting tangled up in your bag
• Chipped nail varnish
• Warm Pimms
• The cleaner taking a day off
• Trying to keep electricals out of the sun while sunbathing
• Watch / jewellery causing unsightly tan lines
• Spotting someone wearing the same outfit as you
• Squeaky new shoes which hurt while breaking them in
• Snagging designer clothing
• Over / under brewed tea
• Remote control batteries running out
• A disappointing air freshener
• The wind blowing your summer dress or skirt up
• Stepping on something wet while wearing socks
• Hair sticking to lipstick or lip balm in the slightest breeze
• Updating your mobile phone and losing all your contacts
• Sitting on your designer sunglasses
• Getting a fish bone stuck in your throat
• Two Weetabix not fitting in a round bowl properly, resulting in one
becoming soggy and the other dry
OK what about this lot …
• Having to watch movies on a phone because the tablet battery died
• Wanting another car, but not having room on the driveway
• Wanting to take your laptop outside but the wife doesn't reach far
enough
• The living room isn't big enough for a coffee table and recliner sofas
• Getting suntan lotion in your eyes while reading outdoors in the
sunshine
• Getting popcorn in your teeth
• Forgetting your phone charger
• Cold leather car seats in the winter
• Car won't play MP3s
• The football match being on Sky and not terrestrial TV
• The hairdresser moving house
• Having to go to the Post Office to collect a parcel
• Being out when a parcel gets delivered
• Supermarket checkout staff scanning faster than you can pack
• Sky+ recordings clashing
• Having a restaurant table indoors on a sunny day
• Nail polish clashing with lipstick
• Batteries going in the Sky remote
• The cash machine giving you a £50 note
• The shop not stocking a coke bottle with your name on
• Heel getting stuck in the decking of a boat/yacht
• Living somewhere too posh for a cheap corner shop
• Having the last edition of the iPhone
• The sun glare on your iPad/phone tablet
• A neighbour using the same Laura Ashley wallpaper
THANK YOU http://www.mirror.co.uk/news/weird-news/first-world-problems-top-50-
2212642#ixzz2wVMYz5lp
13. Problems are treasure
• We know they are there but they can take
some finding …
• You don’t get to the real treasure without a lot
of digging …
• Once you have uncovered your treasure, it
can be hard to keep hold of …
15. Types of Innovation
Idea generation
Idea selection
Idea development
Idea
implementation
You Products
Processes
StructuresRelationships
Strategy
16. Generation
Selection
Development
Implementation
Drivers and barriers to innovation
Creative boundaries
Permission
Knowledge
Experience
Worldview
Enabling tools and techniques for innovation
Brainstorming
Participatory groups
Focus groups
Diversity
Challenging the unwritten
assumptions
5 -3 - 5
You Products
Processes
StructuresRelationships
Strategy
17.
18.
19.
20.
21. Generation
Selection
Development
Implementation
Drivers and barriers to innovation
Competence enhancing or destroying
Strategic alignment
Type of innovation
Evaluation grid
Cost benefit analysis
Six thinking hats
You Products
Processes
StructuresRelationships
Strategy
Enabling tools and techniques for innovation
22. Generation
Selection
Development
Implementation
Drivers and barriers to innovation
Technical capabilities
Resource planning
You Products
Processes
StructuresRelationships
Strategy
Enabling tools and techniques for innovation
Prototype…….. Pilot
Experimentation
Testing/Stress testing
24. Factors to drive or inhibit innovation
Phase Drivers Barriers Tools
Generation • Challenging the unwritten
assumptions
• Diversity
• Permission given
• Knowledge
• Experience
• Differing worldviews of employees
• Not challenging the unwritten
assumptions
• Lack of diversity
• Permission not given
• Lack of knowledge
• Lack of experience
• Similar worldviews of employees
• Brainstorming
• Participatory groups
• Focus groups
Selection • Strategic alignment
• Competence enhancing or destroying
• Type of innovation
• No strategic alignment
• Competence enhancing or destroying
• Type of innovation
• Six thinking hats
• Evaluation grid
• Cost benefit analysis
Development • Access to technical capabilities
• Capabilities in resource planning
• Skills and resources for
experimentation
• No access to technical capabilities
• No capabilities is resource planning
• No skills and resources for
experimentation
• Prototype…….. Pilot
• Testing/Stress testing
Implementation • Good relationship with customers and
suppliers
• Good market relations
• Measures of success
• Poor relationship with customers and
suppliers
• Poor market relations
• Measures of success
• Change management
• Project management
26. 5-3-5 Method
5 people / 3 concepts each / every 5 minutes
• Work as individuals but generate group
output
• Non-conversational
• Time constrained
• Drawing/sketching output
Idea 1 Idea 2 Idea 3
27. 5-3-5 Method - Step 1
Step 1 – Every group member
sketches 3 concepts
Idea 1 Idea 2 Idea 3
2
3
4
5
1
a
b
c
d
e
28. 5-3-5 Method - Step 2
Step 2 – Pass the sheet onto
the next person
Idea 1 Idea 2 Idea 3
1
2
3
4
5
a
b
c
d
e
29. 5-3-5 Method - Step 2
Step 2 – Pass the sheet onto
the next person
Idea 1 Idea 2 Idea 3
Again, each member creates 3
new drawings either…
• Adapting existing ideas
• Do something completely new
• Combining previous ideas
30. Continue until the grid is finished
Idea 1 Idea 2 Idea 3Go on it might be fun …
• 25 minutes
• 125 ideas
• No arguing
• Even the silent people input
31. Idea Selection and Development
De Bono’s Six Thinking Hats
Questions
Emotions
Bad points
judgement
Good points
judgement
Creativity
Thinking
The White Hat calls for information
known or needed.
The Red Hat signifies feelings,
hunches and intuition.
The Black Hat is judgment -- the
devil's advocate or why something
may not work.
The Yellow Hat symbolizes
brightness and optimism.
The Green Hat focuses on
creativity: the possibilities,
alternatives and new ideas.
The Blue Hat is used to manage
the thinking process.
32. Selection and Development
De Bono’s thinking grid
• Option 1 – As a group go through each of the
questions
• Option 2 – As an individual go through each of the
questions
• Option 3 – As a group, assign hat roles, and have a
discussion on each of the questions in your
selected hat mode
35. Electric car range is too short - so
the cars aren't acceptable
• Why is the range too short?
• batteries are expensive so we get the minimum amount
acceptable
• Batteries are heavy so there is a maximum amount
• How short is too short?
• How do we use cars – really?
• Is there anything good about electric cars?
• You can get home with it nearly empty. But every morning it’s full
• They are really simple
• They are really quiet
36. 50% of food production is wasted -
and people haven't enough to eat
• IMechE Food report
• Major supermarkets, in meeting consumer
expectations, will often reject entire crops of perfectly
edible fruit and vegetables at the farm because they
do not meet exacting marketing standards
• Up to 30% of the UK’s vegetable crop is never
harvested as a result of such practices
• Globally, retailers generate 1.6 million tonnes of food
waste annually in this way
37. City roads are congested - and
cars are under occupied
The Eddington Transport Study
• Transport networks support the productivity and success of urban areas and their catchments, by getting
people to work, supporting deep and productive labour markets and allowing businesses within the area to
reap the benefits of agglomeration. 55 per cent of commuter journeys are to large urban areas. 69 per cent
of business trips are less than 15 miles in length. 89 per cent of the delay caused by congestion is in urban
areas, and agglomeration effects add up to 50 per cent to the benefits of some transport schemes in
London.
• … the rising cost of congestion will waste an extra £22 billion worth of time in England alone by 2025.
Car occupancy in Scotland
• The driver was the sole occupant of the vehicle for over 70 per cent of car journeys starting before 9.30
a.m., compared with 61 per cent overall. The driver was unaccompanied in 65 per cent of car drivers'
journeys during the week, and 49 per cent at weekends.
• Average car occupancy decreased from 1.63 in 2000 to 1.57 in 2010. This is probably due to the increase
in car availability over this period.
