Arnold Beekes

1. 1
ISSIP SIG Edu & Research 20th March 2013
The ‘People-Powered’ Service Innovation System

2. Arnold Beekes - Innovation
• Self www.coachingtheproperway.com
• Service www.theproperway.com
• Social – TripleE www.mozmed.com
‘Comb-Shaped’: TTT
innovation/management/coaching –
http://creativegeneralist.org
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3. 3
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

4. 4
Goal of Innovation = Sustainable 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 Engagement and Strengths Development
Service Innovation is not about best practice,
but ‘best behaviour’

5. 5
“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

6. 6
Physical = words,
actions; results
Strategy
Mental = thoughts, expectations
Emotional = feelings, needs
Spiritual = beliefs, values
Culture
CHANGE =
knowing how to
master the
currents

7. 7
Service Innovation
ü Creates an environment where all people are passionate and continuously come up
new ideas.
ü There is change of mindsets and corporate culture, which is self initiated
and supported.
ü Implementation is easy and effortless through involvement of all stakeholders.
ü The people are the service, so enthusiastic people deliver extraordinary services.
ü The customers are always excited about their service-experience!

8. 8
Trunk = Leadership Principles
Roots = Ecothinking
Seeds = Energizing Beliefs
Light = Service Innovation
Fruit = Results
Seasons = Change
Nutrition =
Personal Growth
Water =
Employee/
Customer
Engagement
The Services
Growth
Ecosystem©
Environment =
Market Savviness

9. MOOC
• How to be a Young Innovator
• Focus: being an innovator (vs the
doing)
• Young of Mind
• https://www.udemy.com/how-to-be-a-
young-innovator/
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For more information:
arnold@theproperway.com
www.theproperway.com
Service Innovation Blog: http://arnoldbeekes.blogspot.nl
@ArnoldBeekes