Re-inventing Service Delivery by Kamalini Ramdas, London Business School
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Opportunity Generation – New Products & Services Kamalini Ramdas Deloitte Chair in Innovation & Entrepreneurship Professor of Management Science & Operations London Business School
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Transcript of Re-inventing Service Delivery by Kamalini Ramdas, London Business School
Opportunity Generation – New Products & Services
Kamalini Ramdas Deloitte Chair in Innovation & Entrepreneurship Professor of Management Science & Operations
London Business School
KAMALINI RAMDAS
“I used to draw like Raphael. It has taken me a lifetime to learn to draw like a child.”
- Pablo Picasso
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Let’s first look at three more widely held beliefs about innovation and how they are being challenged
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Does higher quality or wider access imply higher cost in your current
service model?
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Innovation in Services
Copyright Ramdas, Teisberg & Tucker 2012
ValueValue
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
ValueValue
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
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INTERACTION
NE
ED
FO
R
CO
MM
UN
ICA
TIO
N A
MO
NG
P
RO
VID
ER
S
VALUE TO CLIENTS OF SHARED EXPERIENCE OR INFORMATION
Many providers to one clients at a time
Many providers to many clients at once.
One provider to one client at a time.
One provider to many clients at once.
LOW HIGH
LOW
H
IGH
Copyright Ramdas, Teisberg & Tucker 2012, Harvard Business Review, December 2012
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BOUNDARY
CLI
EN
TS
’ US
E O
F P
RE
DIC
ATA
BLE
CLU
ST
ER
S
OF
CO
MP
LEM
EN
TAR
Y
SE
RV
ICE
S
DIFFICULTY ACCESSING OR USING SHARED COMPLEMENTARY SERVICES
Coordinate complementary services for clients.
Integrate complementary services.
Complementary services do not limit clients’ success in predictable patterns.
Help clients identify the best providers of complementary services.
LOW HIGH
LOW
H
IGH
Copyright Ramdas, Teisberg & Tucker 2012, Harvard Business Review, December 2012
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Reuters Market Light Information Service
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You need to rethink the delivery of your service if:
• There’s too much paperwork • Everyone hates IT • Informal communication is purely social • Employees and customers use dark humor
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Innovation in Services
Copyright Ramdas, Teisberg & Tucker 2012
ValueValue
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
ValueValue
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
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Combining multiple dimensions can result in innovations that improve quality AND
reduce costs
Move from the tyranny of OR to the opportunity of AND
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Still need to go from free form brainstorming to a single service concept
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The journey to a final service concept
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“Design products for people you love, never for people you don’t know”
Herman Miller design philosophy
