On service innovation

Value delivered service innovation – 7 key insights

Today I was at BI Oslo learning more about Value Driven Service Innovation (#VDSI) in the results conference ending the 4 years research program found at www.bi.edu/serviceinnovation. I really liked what I learned! The program was well balanced between innovation in the public sector focusing on healthcare and innovation for commercial companies.

Here is a some of my key takeaway’s from the research being presented
1. The service innovation triangle itself giving a valuable framework to analyze and build the resources one need to serve value to customers (adding to the Osterwalder framework.


Furseth & Cuthbertson presenting the Service innovation triangle

2. An innovation triangle case study comparing Kodak and Xerox explainining a lot of the mistakes Kodak has made being too technology centric and with a leader that did not make the right choices ++.

3. The job of an innovator never ends as one has to continue improving and challenge existing business models to pursue new opportunities.

4. The launch of the service innovation triangle booklet, nicknamed “the little green one” (with a clear reference to Mao’s little red one, but with a very different ideology indeed!), see this tweet.

5. How users of a service in B2C can roughly be divided in 3 categories, young free and simple, the chaos periode, getting their life back. Or how was it? I found it interesting but did not quite catch how they had used this..?

6. How Norway’s humble attitude is working great for us in the Seafood, Oil & gas and shipping industry (Point very well made by a gentleman in the back as this tweet shows), but it is not shown in the research. Truls Berg also called for other examples than Apple, and mentioned Jotun leading on paint and Jordan leading on toothbrushing among others.

7. How important it is to be structured in documenting innovation efforts and the impact threy make over time – and how Cimit in Boston is perhaps the institution in the world that is doing this the very best within healthcare services. Induct Software, my former employer is a core part of that documentation system and this is not new to me obviously as I have been working with documented innovation processes for many years, but great to hear it out loud again.

So there was a lot of interesting points being made, but these were the ones I made note of mainly reflecting my commercial interest – not as much the public sector interest. What did you get out of it and do you find the framework useful?