Downloaded 19 times
More Related Content
Similar to The Customer-Centered Innovation Map
The Customer-Centered Innovation Map
- 2.
- 3. Job Mapping People hireproducts & services to get a job done What must company do then? Few companies use : perspective: getting job done
- 4. Job Mapping…… Breaking downthe job in to different steps Identify opportunity for innovation. Job mapping and process mapping are different
- 5. Anatomy of aCustomer Job All jobs are process All jobs have universal structure Jobs are separate from solutions
- 6. All jobs areprocess Beginning Middle End Examples :
- 7. Value creation ina number of ways: Improving the execution of specific job Eliminating the need for particular input or output Removing an entire step Addressing an overlooked step Re-sequencing the steps Enabling steps in new locations or at different times
- 8. All jobs havea universal structure Defining what the job requires Identifying and locating needed inputs Preparing the components and the physical environment Concluding the job Monitoring the results and the environment Executing the task Confirming that everything is ready Making modifications
- 9. Jobs are separatefrom solutions • Already existing and developing products and services • What the competition is offering Companies mainly focus is on: • One of the solutions is creating a new market space called blue ocean Every problem has a solution
- 10.
- 11.
- 12. 1. Define • Determiningthe objective • Assessing resources necessary or available to complete job • Planning the approach • Selecting the resources Consumer • Help customers understand their objectives • Reduce the amount of planning needed • Simplify the resource-planning process Company What aspects of getting the job done must the customer define up front in order to proceed?
- 13.
- 14. 2. Locate CompanyCustomers • Gatheritems and information needed to do the job • Make required inputs easier to gather and ensure they are available when and where needed What inputs or items must the customer locate to do the job?
- 15.
- 16. 3. Prepare Setting upand organize materials Customer Consider ways to make setup less difficult Invent means to automate the preparation process Company How must the customer prepare the inputs and environment to do the job?
- 17.
- 18. 4. Confirm Consumer Verify thatthey are ready to perform the job. Company Give customers information they need to confirm readiness What does the customer need to verify before proceeding with the job to ensure its successful execution?
- 19. Example : Oracle’s ProfitLogic merchandising optimization software
- 21. 5. Execute What mustcustomers do to execute the job successfully? Customers carry out the job Problems: paper jams on printer, running out of toner Companies can find innovative ways to avoid problems Solutions: Automatically correct problem Real time feedback Keep performance consistent
- 22. Example : Kimberly ClarkPatient Warning System
- 23. Assess whether thejob is being successfully executed Linking monitoring with improved execution 6. Monitor What does the customer need to monitor to ensure that the job is successfully executed?
- 24. Example : Nike +iPod sport kit
- 25. 7. Modify Customer Company Updates,adjustments & maintenance Offering ways: to get execution on track How might the customer need to alter for the job to be completed successfully?
- 26.
- 27. 8. Conclude Customer Company Finishthe job or prepare to repeat it Design products that simplify the process of concluding What must the customer do to finish the job? do to finish the job?
- 28. Example : 3 M’sCoban Self-Adherent Wrap
- 29. Troubleshooting Customers: face lots of problems Company: Quick resolution Troubleshoot Whatproblems must the customer troubleshoot and resolve in the course of performing the job?
- 30.
- 31. Conclusion • Product leadership •Operational excellence • Customer intimacy