According to Peer Insight, the post-Six Sigma era calls for new thinking about services innovation, customer experience innovation and design-led innovation. Chuck Frey of the Innovation Weblog highlights several of the findings from the report:
- Services follow a less well-defined development path than products. While many firms have developed a systematic approach to new product development and innovation, few of them have developed a structured approach to service and business model innovation;
- Because of this lack of a development path for services, successful innovations tend to rely on a strong guiding hand from senior management;
- Prototyping, which is a well-accepted way to pilot test new product ideas, has not made the transition to modeling potential new services and business models;
- Successful service innovations tend to be firmly rooted in customer experience design – incorporating techniques such as empathic research methods and service artifacts;
- Companies that use a single innovation model to deliver both incremental and high-impact innovations tend to get only incremental innovations.
(The report is available by submitting your contact information on the Peer Insight website)