Master of Service Innovation©

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 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

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 Goal of Innovation = Growth

Service Business = People Business

People Growth = Service Growth

Coaching = the Facilitation of Growth and Change

Focus = on the Invisible aspects of Change

Service Innovation is not about best practice,

but ‘best behaviour’

Key to increasing the capacity to Innovate =

Employee/Customer Involvement and Strengths Development 3
 “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.” 4

A.G. Lafley, CEO Procter and Gamble

 Physical = words,
actions; results

Strategy

Mental = thoughts, expectations

Emotional = feelings, needs
Spiritual = beliefs, values CHANGE =
knowing how to
Culture master the
currents 5
 Service Innovation
Creates an environment where all people are passionate and continuously come up
new ideas.
There is change of mindsets and corporate culture, which is self initiated
and supported.
Implementation is easy and effortless through involvement of all stakeholders.
The people are the service, so enthusiastic people deliver extraordinary services.
The customers are always excited about their service-experience!

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 Light = Service Innovation
Fruit = Results
Seasons = Change

Environment =
Market Savviness

Nutrition = Water =
Personal Growth Employee/
Customer
Involvement

Trunk = Leadership Principles

Roots = Ecothinking
Seeds = Energizing Attitudes
The Services
Growth
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Ecosystem©
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www.theproperway.com