Discussion:1 INNOVATION MEANING:- The innovation is the process of creating new ideas for the existing things. In this process new thoughts and imaginative power is used by the individuals. In this new ideas are used for the better solution in the products. It helps in further growth of the business in the market place (Mckeown, 2014).   Principle of innovation There are five main principles of innovation which have been discussed below:- 1. It starts with the conversion of the problem into an idea:- The first main principle of innovation is the conversion of the problems that arise in the business organization into a meaningful idea. This new idea is created for the problem to arise. 2. Needs a particular system:- The second main principle of innovation is that there is a need for a particular system to do innovation in the product and services offered by the business organizations. 3. Need of passion:- The third main principle of innovation is that there is a need for passion for doing innovations in the products and services. If the individual has the correct passion, only then innovation is possible. 4. Usage of methods of innovation:- The fourth main principle of innovation is the usage of methods in order to do innovation in the products and services. These methods help in building trust among the customers. It is an essential part of the innovation process. In this, there is an exchange of information, simulation of the creativity, and then the stage of formation of the idea (Wright, 2018). 5. Leverage:- The fifth main principle of innovation is leverage. In this, there should be a leverage in terms of language, cultural difference, and problem resolving style. There should be a difference in the leverage, which helps in enhancing the innovation process in a good way. So this leverage is important from the innovation process (Ramadani, 2010). References McKeen, J. D. (2015). IT Strategy Issues and Practices. Pearson Education Limited. Mckeown, M. (2014). The Innovation Book: How to Manage Ideas and Execution for Outstanding Results. Pearson UK. Ramadani, V. (2010). Innovation: Principles and Strategies. ResearchGate. Wright, R. (2018). Twelve True Principles of Innovation. Research-Technology Management. Discussion 2: Focus on achievable targets- Organizations need to put focus on targets that can be achieved instead of setting up targets that are unrealistic (McKeen & Smith, 2015). Innovation needs to be target and manageable by an organization to avoid instances where it gets stuck along the way because it was unrealistic and unachievable. Organizations may also make little innovations within the organization to help them or prepare them for any big innovations in the future. Don’t rush to market- It is important to go slow with innovations in the organization. Once an organization starts innovating something they need to experiment and further experiment to ensure that it will actually work (McKeen & Smith, 2015). Rushing to launch ...

1. Discussion:1
INNOVATION
MEANING:- The innovation is the process of creating new
ideas for the existing things. In this process new thoughts and
imaginative power is used by the individuals. In this new ideas
are used for the better solution in the products. It helps in
further growth of the business in the market place (Mckeown,
2014).
Principle of innovation
There are five main principles of innovation which have been
discussed below:-
1. It starts with the conversion of the problem into an idea:- The
first main principle of innovation is the conversion of the
problems that arise in the business organization into a
meaningful idea. This new idea is created for the problem to
arise.
2. Needs a particular system:- The second main principle of
innovation is that there is a need for a particular system to do
innovation in the product and services offered by the business
organizations.
3. Need of passion:- The third main principle of innovation is
that there is a need for passion for doing innovations in the
products and services. If the individual has the correct passion,
only then innovation is possible.
4. Usage of methods of innovation:- The fourth main principle
of innovation is the usage of methods in order to do innovation
in the products and services. These methods help in building
trust among the customers. It is an essential part of the
innovation process. In this, there is an exchange of information,
simulation of the creativity, and then the stage of formation of
the idea (Wright, 2018).
5. Leverage:- The fifth main principle of innovation is leverage.
In this, there should be a leverage in terms of language, cultural
difference, and problem resolving style. There should be a

2. difference in the leverage, which helps in enhancing the
innovation process in a good way. So this leverage is important
from the innovation process (Ramadani, 2010).
References
McKeen, J. D. (2015). IT Strategy Issues and Practices. Pearson
Education Limited.
Mckeown, M. (2014). The Innovation Book: How to Manage
Ideas and Execution for Outstanding Results. Pearson UK.
Ramadani, V. (2010). Innovation: Principles and Strategies.
ResearchGate.
Wright, R. (2018). Twelve True Principles of Innovation.
Research-Technology Management.
Discussion 2:
Focus on achievable targets- Organizations need to put focus on
targets that can be achieved instead of setting up targets that are
unrealistic (McKeen & Smith, 2015). Innovation needs to be
target and manageable by an organization to avoid instances
where it gets stuck along the way because it was unrealistic and
unachievable. Organizations may also make little innovations
within the organization to help them or prepare them for any big
innovations in the future.
Don’t rush to market- It is important to go slow with
innovations in the organization. Once an organization starts
innovating something they need to experiment and further
experiment to ensure that it will actually work (McKeen &
Smith, 2015). Rushing to launch an innovation without testing it
may lead to failure therefore it is essential to test any
innovation before setting it off
Be careful with cool technology- It is important to ensure that
the technologies used are easily understood and not complex for
the users. Organizations can sometimes use complex
technologies that may not be appealing to the user (McKeen &
Smith, 2015). It is important to use user friendly technologies
that are easy to understand and meet the customer needs.
Learn by design- It is said that the goal of innovation is to

3. learn. Innovation requires that critical questions are developed
then use design to answer this questions (McKeen & Smith,
2015). This means that the organization will design their
operations to meet the needs of the customers or market.
Link innovation to business strategy- This is important as every
innovation carried out needs to be linked to the business
strategy. Before innovating, the goals and objectives of the
business need to be put in mind so that this innovation is
aligned to the business objectives.
Incubate innovation- Innovation needs to be given the correct
place and time for it to be fully promoted. Organizations need
to give this innovations the appropriate environments for it to
grow to its full potential. (McKeen & Smith, 2015) This will
enable them to come up with ideas and screen these ideas
outside normal practices
Collaborate with vendors- It is important for IT to look outside
its walls and seek ideas and strategies from vendors (McKeen &
Smith, 2015). Vendors can have ideas that IT do not have and
assist in making innovations a success. It is therefore important
for IT and the vendors to work closely through sharing ideas
and screening for any value.
Integrate business and IT- IT needs to be included or
incorporated into business processes so that it can understand
the business language and speak the business language (McKeen
& Smith, 2015). IT should be involved in business processes so
that it can understand the processes and operations of the
business which will help when developing innovations.
Send clear messages- Innovation requires that leaders send the
right message throughout. This is because sending the right
message will show that there is support from top
leaders (McKeen & Smith, 2015). Leaders need to clearly
communicate the importance of innovation so that they can
build an innovative culture in the organization
Manage the process- Innovation needs a lot of attention and it
also requires to be managed so that it can be monitored so that
what works and what doesn’t can be identified.

4. Promote learning agility- IT leaders need to develop capabilities
that will promote innovation instead of being based on specific
skills.
References
McKeen, J. D., & Smith, H. A. (2015). IT Strategy: Issues and
Practices, Global Edition. New York, NY: Pearson Higher Ed.
Discussion : 3
Customer satisfaction is an important aspect of a successful
business model. To achieve customer satisfaction, the
organization needs to make multiple small improvements
throughout the business to add them up as successful customer
satisfaction. Below are the steps that need to be taken to
achieve customer satisfaction.
The first step is to have an organization-level
approach to customer satisfaction. There should be a centralized
process to manage customer satisfaction throughout the
organization. Assigning special customer relationship
executives helps to achieve a centralized customer satisfaction
approach for the business.
The second step is to have a clear vision of the
customer satisfaction values they want to deliver. Business
needs to have a focused goal of customer service they want to
improve and have successful customer relationships. Building
better customer relationships and maintain them is very
important for the profitable business model.
The third step to achieve customer satisfaction is to
standardize the customer service process and identify the gaps.
To have a better idea of developing this process is to have a
customer point of view to the services. Customer surveys and
feedback helps to identify the gaps in the process and provide a
clear point of view from the customer side.
The fourth step to improve customer is to develop IT

5. infrastructure in the business by keeping customers in mind. IT
needs to communicate well with customers or the business
colleagues and front-line staff about the new ideas and work on
the good suggestions provided by them.
The final step is to provide consistent customer
services and products. Business and customer interactions
should be simple and convenient. These services will earn loyal
customers and creates a profitable business.
Reference
McKeen, James D., Smith, Heather A. (2015). Improving the
Customer Experience: An IT Perspective in IT Strategy: Issues
and Practices, Third Edition. (pp 203-204). Pearson
Discussion 4:
Introduction
The consumer in general, experiences any firm via its products
and services. Managers ensure that they offer the consumer or
potential consumer the best quality product and the best quality
service so that the consumer sticks with the brand. It is all
about the experience the consumer derives. It can either be good
or bad. Companies embrace different policies and practices and
engage technology to enhance the positive element of customer
experiences (McKeen and Smith, 2017). However if it is used in
a wrong manner it can ruin customer experience and deviate the
focus of the consumer once and for all.
Steps to improve customer experience
Following are some steps which can be undertaken to enhance
customer experience.
a) Holistic approach to be adopted: The main idea of a holistic
approach is to develop a central management system where
equal focus is given on each and every consumer of the
organisation. One can visualise that there is only one business
and there is only one customer out there whom they have to

6. serve.
b) Value creation: The second most important thing which
enhances customer experience is better value creation. Using
technology cannot be sufficient enough to help the consumer
derive the maximum value (Fontanella, 2019). So, the idea is
not just creating new customers but also making efforts in
retaining the old ones.
c) Well organised business and IT environment: Technology
and business strategy development must be in alignment within
an enterprise as these are ideal roadmaps for enhancing
customer experiences. A team which is cross functional can help
map out the entire journey of a consumer right from when they
view a product till they checkout. Wherever gaps are noticed
might be bridged in a proactive manner.
For every enterprise out there creation and improvements made
to their customer experience can either make or break the
business and hence it must be given adequate efforts and
attention at all times.
References
Fontanella, C. (2019). How to Improve Customer Experience.
Retrieved 29 January 2020, from
https://blog.hubspot.com/service/how-to-improve-customer-
experience
McKeen, J., and Smith, H.A., (2017). IT Strategy (3rd ed., p.
369). UK: Pearson.
The IT projects were complex projects that are difficult to
implement. In my experience, I have seen several IT projects
that were hard to implement. These experiences have provided
some lessons to improve in the next project. There is a
healthcare project in which the outpatient registration system

7. needs to be configured and implemented for the pilot clinics.
The requirements were gathered and documented for the
technical references. The application is configured using open
source code and the application is planned for the first phase of
deployment. The first challenge that I have seen was the gap in
the requirements. The application does not provide the basic
requirements that were asked by the client. When we have
conducted the analysis, it was identified that the requirements
were 6 months old and due to regulatory changes, there are
process changes. This is one lesson for the project
implementation team in which the changes in the regulations
impacted the business processes. The IT project must be
iterative and releases need to be made in a shorter time span
(Chemuturi, 2013).
In the same case, the client has communicated the changes
through the email and doesn't have confirmation of
understanding of the requirements from the technical team. The
requirements were gathered by the consultant who is on a
contract basis. The technical team implemented without expert
help. This resulted in miscommunication of the requirements.
For an IT project, the requirements need to be clearly
communicated and the change need to be handled through a
change management process. The ad hoc communication has
impacted the project deliverables. There is a gap between
business requirements and IT development. The IT projects are
different from traditional project management and the change in
requirements impacts complete systems. The client or business
must be aligned with the requirements to ensure the right
deliverables. The IT infrastructure is managing multiple
environments and this is increasing the project cost. The cloud
infrastructure was established to minimize the cost of
infrastructure (Schwalbe, 2015).
The IT projects need to understand the business dynamics and
implement the applications without delay. The business
collaboration will minimize the cost of rework and redundancy.
The IT project needs to understand the risks and manage the

8. projects without the waste. The IT project required the right
skill set for the project and project skill mismatch can result in
project failure. Agile project management is providing dynamic
methods and processes to manage IT project implementation
(Schwalbe, 2015).
References
Chemuturi, M. (2013). Mastering IT Project Management: Best
Practices, Tools and Techniques, Plantation, FL: J Ross
Publishing.
Schwalbe, K. (2015). Information Technology Project
Management, Boston, MA: Cengage Learning.