Innovation is as significant in services as it's in making. Nevertheless, a distinct organizational strategy is demanded by competing on innovation in services.
Relative to innovation in production, innovation in services has five distinctive characteristics - it is: spread through the organization; fluid, that is, more constant than distinct; broadly relevant to hiring and promotion decisions; affected by compensation systems and culture at the firm-wide level; and empowered by leadership. The foundations - both structural and cultural - for competing on innovation in services must manage pervasively through the organization. Analyzes discusses its implications for competing on innovation in other service industries and innovation in investment banking.
PUBLICATION DATE: November 01, 2007 PRODUCT #: CMR384-PDF-ENG
This is just an excerpt. This case is about ORGANIZATIONAL DEVELOPMENT
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