This book has four main parts. Each part serves as a
prerequisite and drives the next part.
Knowing what your customer needs is key to lay a
strong insight foundation. Building on these insights,
innovation management is both an art and skill to
ensure good balance between timing and resource.
Innovation, both product and service, is not a one-off
event.
It needs a life of its own, breathing and growing.
Investing in your most valuable asset - employees,
sometimes overlooked by many executives, will only
bring to life those service innovations built from the
insights.
To continue innovation within the organization, It
must be embedded into the organizational culture
through change management, measured and
rewarded. A balanced scorecard will keep track that
we are not just financially successful but at the same
time achieve overall business success, which includes
customers, processes and employee talents.