Both large organisations and start-ups need to think about new ways to offer services. London Business School Professor Kamalini Ramdas shares her research, highlighting opportunities that exist through innovating different aspects of a service, including the service product and the way in which it is delivered.
Business Model Evolution - Why The Journey To SaaS Makes SenseRainer Stropek
SaaS is an important trend in the software industry. In this presentation Rainer Stropek from time cockpit (http://www.timecockpit.com) speaks about typical challenges that software vendors have to solve to successfully transfer from the classical licensing-based model to a SaaS strategy.
Note that the original slide deck contains quite a lot of animations. If you want to have the original PPTX file including all the animations, feel free to contact me via twitter (@rstropek).
Experience Radar 2013: Lessons from the US grocery industrySertus, LLC
With today’s shopper armed with mobile apps and virtual offers, and increasingly immersed in an interactive environment, success depends on just the right blend of self-service and helpful staff and understanding grocery shopper values to set the gold standard for customer experience across all industries.
Facing commoditization, grocery has turned to experience to grow their top lines and maintain margins, according to Experience Radar 2013: Lessons from the US Grocery Industry, one in a series of customer-centric reports that measures the experiences of about 6,000 US consumers across multiple industries.
The report defines the five behaviors companies can adopt to enhance customer experience and create value: make it fast, emotionalize shopping, balance high-tech with high touch, avoid spill and empower customers to make satisfying choices.
Ist Cloud Computing für Sie sinnvoll? Sollten Sie auf Platform-as-a-Service bei Ihrer Softwareentwicklung setzen? Entsteht durch Cloud Computing für Ihr Unternehmen ein Mehrwert?
Beim Einsatz einer Cloud-Plattform, wie z.B. Windows Azure, können sich Vorteile für Ihre Softwareentwicklung und Ihr Unternehmen ergeben. Es gibt verschiedene Einsatzszenarien, in denen Cloud Computing besonders geeignet ist. Die Wahl des Abstraktionsniveaus (SaaS, PaaS, IaaS) in Verbindung mit den richtigen Designentscheidungen sind richtungsweisend.
Die Projekte time cockpit und TFM stellen exemplarisch die Unterschiede im Softwareentwicklungs- und Betriebsprozess bei SaaS Lösungen in der Cloud im Vergleich zur klassischen Softwareentwicklung für den Vorortbetrieb dar. Die beiden Produkte waren zwei der ersten Lösungen aus dem deutschsprachigen Raum, die von Grund auf für SaaS und Cloud konzipiert wurden.
Business Model Evolution - Why The Journey To SaaS Makes SenseRainer Stropek
SaaS is an important trend in the software industry. In this presentation Rainer Stropek from time cockpit (http://www.timecockpit.com) speaks about typical challenges that software vendors have to solve to successfully transfer from the classical licensing-based model to a SaaS strategy.
Note that the original slide deck contains quite a lot of animations. If you want to have the original PPTX file including all the animations, feel free to contact me via twitter (@rstropek).
Experience Radar 2013: Lessons from the US grocery industrySertus, LLC
With today’s shopper armed with mobile apps and virtual offers, and increasingly immersed in an interactive environment, success depends on just the right blend of self-service and helpful staff and understanding grocery shopper values to set the gold standard for customer experience across all industries.
Facing commoditization, grocery has turned to experience to grow their top lines and maintain margins, according to Experience Radar 2013: Lessons from the US Grocery Industry, one in a series of customer-centric reports that measures the experiences of about 6,000 US consumers across multiple industries.
The report defines the five behaviors companies can adopt to enhance customer experience and create value: make it fast, emotionalize shopping, balance high-tech with high touch, avoid spill and empower customers to make satisfying choices.
Ist Cloud Computing für Sie sinnvoll? Sollten Sie auf Platform-as-a-Service bei Ihrer Softwareentwicklung setzen? Entsteht durch Cloud Computing für Ihr Unternehmen ein Mehrwert?
Beim Einsatz einer Cloud-Plattform, wie z.B. Windows Azure, können sich Vorteile für Ihre Softwareentwicklung und Ihr Unternehmen ergeben. Es gibt verschiedene Einsatzszenarien, in denen Cloud Computing besonders geeignet ist. Die Wahl des Abstraktionsniveaus (SaaS, PaaS, IaaS) in Verbindung mit den richtigen Designentscheidungen sind richtungsweisend.
Die Projekte time cockpit und TFM stellen exemplarisch die Unterschiede im Softwareentwicklungs- und Betriebsprozess bei SaaS Lösungen in der Cloud im Vergleich zur klassischen Softwareentwicklung für den Vorortbetrieb dar. Die beiden Produkte waren zwei der ersten Lösungen aus dem deutschsprachigen Raum, die von Grund auf für SaaS und Cloud konzipiert wurden.
Marketing Strategy and Planning: Sustainable Business ModelsFinal ProjectBrean Deters
This is the final presentation for one of the most valuable classes I took as a part of my master's program, titled "Strategy Planning - Developing Sustainable Business Models." It is because of this class that I discovered my passion for marketing strategy and planning and have chosen to pursue this function in my career.
It was a high level Strategy and Planning class with a marketing focus. The class was primarily an intense crash course in the concepts championed in "An Innovator's Dilemma" by Clayton Christensen, a Harvard Business School professor and "the" expert on disruptive innovation, however lessons also contained principles and readings of other relevant Thought Leaders in strategy and planning.
Our final project was to pick an industry and analyze three of the main players. After extensive research on the industry, we picked where the current players would currently sit on the Price-Performance curve and hypothesize to where they could shift in the future. Using a market strategy we studied in class, we created a new fictional company and had to explain how its entry into the market would affect the current players.
Our team chose the hospitality industry, however other groups ranged from quick-serve restaurants to video game consoles to grocery stores.
Why Strategic Experience Alignment Is An Imperative... For Your Employeesjmaclaren
Experience Design (XD) is a way of focusing on the quality of the experience when designing products, processes, applications, and services. It gives the audience of end users a voice and role alongside the Business and IT groups. This approach starts by finding the answers to three fundamental questions:
- Who is my audience?
- What are they trying to do?
- How can I help them do that
The value of taking this kind of approach can be felt in a variety of ways. Sometimes, it takes the shape of direct cost savings by retiring unnecessary websites or other assets. Other times, the value is seen in higher customer conversation rates or improved employee productivity. Either way, one thing is for sure – when your audience is involved, the experience you design is one that will be rewarding for the business as well as the intended target audiences leading to an increase in overall satisfaction for everyone.
Presentation To Association Of Strategic Alliance Professionals Feb 12 2009Mike Bowes
Presentation made to 2009 ASAP Global Alliance Summit in Fort Lauderdale. Describes a joint venture of 5 metalworking competitors to seek new markets and business. Explores elements of innovation in business model in manufacturing. For PPT contact directly.
Everything an organisation does is now the focus of Advanced Business Process Management. Variation is inherent in almost everything we do and even with change this variation does and should still exist. The change challenges companies face all link back to their process agenda - we have to update our approaches if our enterprises are going to continue thrive
Advanced BPM utilises the latest customer centric methodologies to deliver a change strategy that is in line with the organisation’s performance requirements and the challenges of the times. Our change model is all about moving from delivering “capability” to delivering “value” - empowering the appointed change agents with the thinking, tools and techniques that can be immediately utilised in their organisation. It provides a map that guides them every step of the way to identify customer outcome and change opportunities that can then implemented in a structured and risk mitigated fashion.
Presentation on Chapter 14: CRM in E-Marketing [Elegant (VI)]Md. Abdur Rakib
Presentation on Chapter 14: Customer Relationship Management
(Based on the study of E-Marketing)
It is based on the Chapter: 14 Customer Relationship Management from E-Marketing book by Strauss, Ansary & Frost 4th edition.
It includes Background of CRM, CRM, CRM Benefits, CRM Building Blocks, CRM Strategy, CRM Technology & CRM Metrics in perspective of E-Marketing...
Healthcare, along with many other sectors, is facing increasing uncertainty driven by technology disruption and greater individual / patient empowerment. The barrier to entry into the sector is dropping fast enabling Asia entrepreneurs to significantly improve the Asia healthcare ecosystem
Marketing Strategy and Planning: Sustainable Business ModelsFinal ProjectBrean Deters
This is the final presentation for one of the most valuable classes I took as a part of my master's program, titled "Strategy Planning - Developing Sustainable Business Models." It is because of this class that I discovered my passion for marketing strategy and planning and have chosen to pursue this function in my career.
It was a high level Strategy and Planning class with a marketing focus. The class was primarily an intense crash course in the concepts championed in "An Innovator's Dilemma" by Clayton Christensen, a Harvard Business School professor and "the" expert on disruptive innovation, however lessons also contained principles and readings of other relevant Thought Leaders in strategy and planning.
Our final project was to pick an industry and analyze three of the main players. After extensive research on the industry, we picked where the current players would currently sit on the Price-Performance curve and hypothesize to where they could shift in the future. Using a market strategy we studied in class, we created a new fictional company and had to explain how its entry into the market would affect the current players.
Our team chose the hospitality industry, however other groups ranged from quick-serve restaurants to video game consoles to grocery stores.
Why Strategic Experience Alignment Is An Imperative... For Your Employeesjmaclaren
Experience Design (XD) is a way of focusing on the quality of the experience when designing products, processes, applications, and services. It gives the audience of end users a voice and role alongside the Business and IT groups. This approach starts by finding the answers to three fundamental questions:
- Who is my audience?
- What are they trying to do?
- How can I help them do that
The value of taking this kind of approach can be felt in a variety of ways. Sometimes, it takes the shape of direct cost savings by retiring unnecessary websites or other assets. Other times, the value is seen in higher customer conversation rates or improved employee productivity. Either way, one thing is for sure – when your audience is involved, the experience you design is one that will be rewarding for the business as well as the intended target audiences leading to an increase in overall satisfaction for everyone.
Presentation To Association Of Strategic Alliance Professionals Feb 12 2009Mike Bowes
Presentation made to 2009 ASAP Global Alliance Summit in Fort Lauderdale. Describes a joint venture of 5 metalworking competitors to seek new markets and business. Explores elements of innovation in business model in manufacturing. For PPT contact directly.
Everything an organisation does is now the focus of Advanced Business Process Management. Variation is inherent in almost everything we do and even with change this variation does and should still exist. The change challenges companies face all link back to their process agenda - we have to update our approaches if our enterprises are going to continue thrive
Advanced BPM utilises the latest customer centric methodologies to deliver a change strategy that is in line with the organisation’s performance requirements and the challenges of the times. Our change model is all about moving from delivering “capability” to delivering “value” - empowering the appointed change agents with the thinking, tools and techniques that can be immediately utilised in their organisation. It provides a map that guides them every step of the way to identify customer outcome and change opportunities that can then implemented in a structured and risk mitigated fashion.
Presentation on Chapter 14: CRM in E-Marketing [Elegant (VI)]Md. Abdur Rakib
Presentation on Chapter 14: Customer Relationship Management
(Based on the study of E-Marketing)
It is based on the Chapter: 14 Customer Relationship Management from E-Marketing book by Strauss, Ansary & Frost 4th edition.
It includes Background of CRM, CRM, CRM Benefits, CRM Building Blocks, CRM Strategy, CRM Technology & CRM Metrics in perspective of E-Marketing...
Healthcare, along with many other sectors, is facing increasing uncertainty driven by technology disruption and greater individual / patient empowerment. The barrier to entry into the sector is dropping fast enabling Asia entrepreneurs to significantly improve the Asia healthcare ecosystem
Managing Healthcare Innovation as a Design Process designforcare
Talk at Southern Ontario PMI Healthcare Group on leading Healthcare Innovation as a design-led process, including contexts of design in complex problems, value-based business models, and innovation centres.
This visual innovative workbook allows you to follow along with the Innovation Step-by-Step book and Innovation Learning workshops & online programs to develop your own big ideas with our innovation process. See more at innovationtraining.org or innovationlearning.org.
The Strategy accelerator - Business models with sustainable competitive advan...Alfred Griffioen
Innovate your business model to gain higher ROI. Determine your sustainable competitive advantage (market relevancy or a unique product) and choose your strategy: ally, combine, excel or consolidate. This presentation in English is based on the Dutch book 'De strategieversnelling'. See www.strategy-accelerator.com
El passat 20 d'octubre Alfons Cornella, president i fundador d'Infonomia, va realitzar una conferència sobre innovació en l'acció social a la Fundació Pere Tarrés.
the slides for the masterclass Design Thinking/ Service Design that DesignThinkers and Zilver organise. See also http://www.mastersofdesignthinking.com/
Influencing factors on Service Delivery
Impacts of Service Characteristics
The Role of Intermediaries
The Impact of Technology
Strength & Weaknesses of Delivery Models
David Segal IMTS 2010 PLM for Value Stream ManagementDavid Segal
Application of PLM (Product Lifecycle Management) methodologies to facilitate Lean Manufacturing and Engineering. Particular use of PLM for Lean Product Development and enterprise Value Streams Management
The Northfront Entrepreneur Alliance is a entreprenuer networking association in Northern Utah. This presentation was given on 04.06.11 to the group by Rob Kunz- a successfull entrepreneur, investor., and co-founder of BoomStartup. He discusses the Lean Startup Business Model and how to apply it.
Similar to Innovation in Services - LBS Professor Kamalini Ramdas (20)
Kuwait Petroleum Corporation: Transforming leadership for 2030 and beyondLondon Business School
This case study explores the custom programme developed by London Business School for the Kuwait Petroleum Corporation in conjunction with the National Technology Enterprises Company Kuwait. The study examines the scale and accomplishments of the programme, as well as the unique tripartite collaboration between the three key stakeholders that delivered its success.
Together, Microsoft and London Business School created The Public Sector Course: a customised programme, tailoring a Massive Open Online Course (MOOC) model for Microsoft’s public sellers specifically. The programme aims to empower participants to build trust and credibility with customers.
Learn more about our customised programmes: https://www.london.edu/programmes/executive-education/topic/executive-education-for-organisations/custom-programmes
Insight Summit 2017: Intelligent Risk Taking - Active vs passive investing
Active vs. passive – practitioner perspectives - Tim Hodgson, Head of the Thinking Ahead Institute, Willis Towers Watson
Presented at the third annual Insight Summit conference held on 7 November 2017 by London Business School’s AQR Asset Management Institute.
Insight Summit 2017: Intelligent Risk Taking
Portfolio construction today - Cliff Asness, Managing & Founding Principal, AQR Capital Management
Presented at the third annual Insight Summit conference held on 7 November 2017 by London Business School’s AQR Asset Management Institute.
Insight Summit 2017: Intelligent Risk Taking – Private Equity
Partners Capital View of the Future of Private Equity Investing
Stan Miranda, Founder and CEO, Partners Capital Investment Group
Presented at the third annual Insight Summit conference held on 7 November 2017 by London Business School’s AQR Asset Management Institute.
Insight Summit 2017: Intelligent Risk Taking - Active vs passive investing
Risk taking the ATP way - Kasper Lorenzen, Chief Investment Officer, ATP
Presented at the third annual Insight Summit conference held on 7 November 2017 by London Business School’s AQR Asset Management Institute.
Insight Summit 2017: Intelligent Risk Taking - Active vs passive investing
Is factor investing a bubble? - René M. Stulz, Everett D. Reese Chair of Banking and Monetary Economics, Ohio State University
Presented at the third annual Insight Summit conference held on 7 November 2017 by London Business School’s AQR Asset Management Institute.
Insight Summit 2017: Intelligent Risk Taking - Active vs passive investing
Sharpening the Arithmetic of Active Management - Lasse Pedersen, Professor of Finance, Copenhagen Business School and NYU; and Principal, AQR Capital Management
Presented at the third annual Insight Summit conference held on 7 November 2017 by London Business School’s AQR Asset Management Institute.
Insight Summit 2017: Intelligent Risk Taking - Active vs passive investing
Money management in equilibrium - Jonathan Berk, A.P. Giannini Professor of Finance, Graduate School of Business, Stanford University
Presented at the third annual Insight Summit conference held on 7 November 2017 by London Business School’s AQR Asset Management Institute.
The ten commandments of business innovation | London Business SchoolLondon Business School
From his new book Breaking Bad Habits, LBS's Freek Vermeulen explores the ten commandments your business must follow to reinvigorate your organisation.
http://www.freekvermeulen.com/
Find out how Smurfit Kappa partnered with London Business School to design two precisely calibrated learning journeys that transformed participants from two distinct strands of leadership.
Systemic Risk in the Asset Management Industry - Michael Mendelson, Principal, AQR Capital Management
Presented at the AQR Asset Management Institute conference, Perspectives: Systemic Risk in Asset Management held on 26 April 2017 at London Business School.
Myths and Realities of ETFs and Index Investing - Ananth Madhavan, Managing Director, Global Head of Research for ETF and Index Investing, BlackRock
Presented at the AQR Asset Management Institute conference, Perspectives: Systemic Risk in Asset Management held on 26 April 2017 at London Business School.
Presented at the AQR Asset Management Institute conference, Perspectives: Systemic Risk in Asset Management held on 26 April 2017 at London Business School.
Together with London Business School (LBS), Nordea created the Strategic Leadership Programme to empower its next-generation leaders to: think strategically about the future and about customers; align functions and strategies to the overarching Nordea Future Relationship Bank Strategy; and build trust across the whole business.
Learn more about our customised programmes: http://bit.ly/2mzsMM5
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
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Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Innovation in Services - LBS Professor Kamalini Ramdas
1. Innovation in Services
BOTH LARGE ORGANISATIONS AND START-UPS NEED TO THINK ABOUT NEW WAYS
TO OFFER SERVICES. IN THIS SESSION KAMALINI WILL SHARE HER RESEARCH,
HIGHLIGHTING OPPORTUNITIES THAT EXIST THROUGH INNOVATING DIFFERENT
ASPECTS OF A SERVICE, INCLUDING THE SERVICE PRODUCT AND THE WAY IN WHICH
IT IS DELIVERED.
Kamalini Ramdas
The Deloitte Professor in Innovation and Entrepreneurship and
Professor of Management Science and Operations
13. Innovation in Services
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
Value
Copyright Ramdas, Teisberg & Tucker 2012
Harvard Business Review, Forthcoming
KAMALINI RAMDAS
14. Does higher quality or wider access imply higher cost in your current service model?
Pricing/Product Support
Delivery Mix
Service Structure Service Boundary Service Organization Service Location
How does the client experience What is the client’s true What organization and timing Where would the client be best
the service encounter? underlying need? of tasks creates highest value served?
for the client?
Does the information you share Which parts of the service can What tasks do you do each day? How mobile are the people,
with one client become less or only your organization do? information and equipment that
more valuable if another client the service requires?
has it? Can your client or a third party
do some aspects of the service Which of these can be done by
better than you? someone who doesn’t have Service
your level of experience and How many locations does your
expertise? client or service provider go to Product
Can your clients learn from or Where are the frustrations with
support each other? coordination or communication? each week?
Does everyone think the Which of these can be done
solution to the problem is IT? better by someone else? How much time is spent in transit
Do your clients need multiple vs. providing service?
types of expertise in the What are the barriers to better
service? client results and who, if
anyone, currently offers those Who can do those tasks?
services? Where does inconvenience or
inefficiency occur now?
What parts of the service are not
delivered or tend to get lost or
forgotten?
Copyright Ramdas, Teisberg & Tucker 2012
Harvard Business Review, Forthcoming
KAMALINI RAMDAS
15. Systematic creativity is widely used to generate successful new product ideas
Unearth Patterns Understand Translate to other
why/when/where contexts
a pattern works Different Geography
Different Industry
Move
Upmarket
Kamalini Ramdas
16. Can we find patterns in
business models?
Kamalini Ramdas
17. The Theory of a Business
TIMELINE OF EVENTS
(e.g. RETAIL) Time
Assortment, Production Sales Markdowns Receivables
Pricing
PROFIT FORMULA
Revenue Model Cost Structure Resource Velocity
Price Direct, Indirect costs Rate of value output
Volume (market Size) Economies of scale and Lead times, turns,
Ancillary Sales scope throughput, utilization
RISK EXPOSURE
Riskiness of Revenues, Costs and Resource Velocity
Sensitivity of profits to changes in price, volume, costs, resource utilization
(based on Johnson et al 2008 & Girotra & Netessine 2011)
Kamalini Ramdas
18. INNOVATING THE RISK EXPOSURE IN PARTNERSHIPS…
TIMELINE OF EVENTS
Time
Assortment, Production Sales Markdowns Receivables
Pricing
PROFIT FORMULA
Revenue Model Cost Structure Resource Velocity
Price Direct, Indirect costs Rate of value output
Volume (market Size) Economies of scale and Lead times, turns,
Ancillary Sales scope throughput, utilization
RISK EXPOSURE
Riskiness of Revenues, Costs and Resource Velocity
Sensitivity of profits to changes in price, volume, costs, resource utilization
(based on Johnson et al 2008 & Girotra & Netessine 2011)
Kamalini Ramdas
19. Can we reduce risk by
managing relationships?
Kamalini Ramdas
20. INNOVATING THE TIMELINE – PLACING BETS AFTER GETTING INFORMATION
TIMELINE OF EVENTS
Time
Assortment, Production Sales Markdowns Receivables
Pricing
PROFIT FORMULA
Revenue Model Cost Structure Resource Velocity
Price Direct, Indirect costs Rate of value output
Volume (market Size) Economies of scale and Lead times, turns,
Ancillary Sales scope throughput, utilization
RISK EXPOSURE
Riskiness of Revenues, Costs and Resource Velocity
Sensitivity of profits to changes in price, volume, costs, resource utilization
(based on Johnson et al 2008 & Girotra & Netessine 2011)
Kamalini Ramdas
21. Can we flip the timeline so
that we have better
information before placing
bets?
Kamalini Ramdas
22. Still need to go from free form brainstorming
to a single service concept
Kamalini Ramdas
24. Experience Modeling: The Common Cold
Feeling good Feeling better
Aromatherapy
Something Hydrotherapy
feels
different Getting
over
a cold
Getting a cold Have a cold
Based on research done at E-Labs
Kamalini Ramdas
25. Steps in Experience Modeling
► Gather detailed multi-media data on individual users
► Display data visually and focus on identifying patterns
► Collapse data into broad conceptual categories
► Identify time trends such as phases of the experience
Based on research done at E-Labs
Kamalini Ramdas
26. Whose Life is This?
A Service Innovation Exercise
Kamalini Ramdas
27. Exercise
► Form a group
► Pick one person in the set of pictures whose life you will analyze
► Develop a “bug” list for your chosen person based on the information in all of the
pictures
► Based on your bug list and your assigned service industry, come up with new
service concepts for your chosen person, particularly service concepts that use
your company’s core capabilities
► Pick the best, and think about what underlying dimensions of service innovation
they embody
Kamalini Ramdas
28. Pick an Industry to innovate in
► Financial Services
► Education
► Health and well being
► Legal services
► Entertainment
► Travel and leisure
► Home support services
► Insurance
► Restaurant / food services
► Real estate / construction
► Media
Kamalini Ramdas
37. Bug List Service Concepts
Develop a “bug” list for your chosen Brainstorm service concepts and
person from the set of pictures. identify what dimensions of service
innovation they rest on.
Kamalini Ramdas
38. “Design products for people you love, never for
people you don’t know”
Herman Miller design
philosophy
Kamalini Ramdas