Factors that affect the level of innovation in projects to develop new service offerings are analyzed based on field re-search results from 84 service innovation projects. Personal characteristics of developers, process and customer type, and an important characteristic of their organization (i.e., whether or not they possess a strong Lean Six Sigma or simi-lar process improvement orientation) are analyzed. It is shown that, although personal characteristics, process type, or customer type do not affect the level of innovation, organizations with a strong Lean Six Sigma orientation had a lower incidence of radical innovation recommendations.
KeywordsService ScienceService InnovationLean Six SigmaService Development
P. Drucker, “Management Challenges for the 21st Century,” Harper Business, New York, 1999.
D. L. Rainey, “Sus-tainable Business Development,” Cambridge University Press, Cambridge, 2006. doi:10.1017/CBO9780511617607
B. Hindo, “Six Sigma: So Yesterday?” Business Week, Vol. 4038, 2007, p. 11.
F. W. Breyfogle III, “Better Fostering Innovation: 9 Steps that Improve Lean Six Sigma,” Business Performance Management Magazine, Vol. 6, No. 3, 2008, pp. 16-20.
R. D. Snee and R. W. Hoerl, “Integrating Lean and Six Sigma: a Holistic Approach,” Six Sigma Forum Magazine, Vol. 6, No. 3, 2007, pp. 15-21.
J. Birkinshaw and S.A. Hill, “Corporate Venturing Units: Vehicles for Stra-tegic Success in the New Europe,” Organizational Dynamics, Vol. 34, No. 3, 2005, pp. 247-257. doi:10.1016/j.orgdyn.2005.06.009
P. Senge, “Innovating Our Way to the Next Industrial Revolution,” MIT Sloan Management Review, Vol. 42, No. 2, 2001, pp. 24-38.
C. Prahalad, “In Volatile Times, Agility Rules,” Busi-ness Week, Vol. 4147, 2009, p. 80.
J. Santos, Y. Doz, and P. Williamson, “Is Your Innovation Process Global?” MIT Sloan Management Review, Vol. 45, No. 4, 2004, pp. 31-37.
G. Hamel, “Leading the Revolution,” Harvard Business School Press, Boston, 2002.
J. Birkinshaw, G. Hamel and M. J. Mol, “Management Innovation,” The Acad-emy of Management Review, Vol. 33, No. 4, 2008, pp. 825-845. HU doi:10.5465/AMR.2008.34421969
G. Hamel, “The Why, What, and How of Management Innovation,” Harvard Busi-ness Review, Vol. 84, No. 2, 2006, pp. 72-84.
G. Hamel, “The Future of Management,” Harvard Business School Press, Boston, 2007.
A. Parasuraman, “Service Productivity, Quality and Innovation: Implications for Service-Design Practice and Research,” International Journal of Quality and Service Sciences, Vol. 2, No. 3, 2010, pp. 277-286. HU doi:10.1108/17566691011090026
P. Vermeulen, “Managing Product Innovation in Financial Services Firms,” European Management Journal, Vol. 22, No. 1, 2004, pp. 43-50. HU doi:10.1016/j.emj.2003.11.012
L. L. Berry, V. Shankar, J. T. Parish, S. Cadwallader and T. Dotzel, “Creating New Markets through Service Innovation,” MIT Sloan Manage-ment Review, Vol. 47, No. 2, 2006, pp. 56-63.
S. Pane-sar, T. Markeset, and R. Kumar, “Industrial Service Innova-tion Growth and Barriers,” International Journal of Service Technology and Management, Vol. 9, No. 2, 2008, pp. 174-193. HU doi:10.1504/IJSTM.2008.018434
S. Vandermerwe, “How Increasing Value to Customers Improves Business Re-sults,” MIT Sloan Management Review, Vol. 42, No. 1, 2000, pp. 27-37.
J. Devlin, “Adding Value to Service Offerings: The Case of UK Retail Financial Services,” European Journal of Marketing, Vol. 32, No. 11/12, 1998, pp. 1091-1109. HUdoi:10.1108/03090569810243730
L. P. Carbone and S.H. Haeckel, “Engineering Customer Experiences,” Marketing Management, Vol. 3, No. 3, 1994, pp. 8-19.
L. L. Berry, L. P. Carbone and S.H. Haeckel, “Managing the Total Customer Experience,” MIT Sloan Management Review, Vol. 43, No. 3, 2002, pp. 85-89.
J. P. Womack and D. T. Jones, “Lean Consumption,” Harvard Business Review, Vol. 83, No. 3, 2005, pp. 58-68.
L. A. Bettencourt and A. W. Ulwick, “The Customer-Centered innovation map,” Harvard Business Review, Vol. 86, No. 5, May 2008, pp. 109-114.
N. Morelli, “Service as Value Co-Production: Reframing the Service De-sign Process,” Journal of Manufacturing Technology Manage-ment, Vol. 20, No. 5, 2009, pp. 568-590. doi:10.1108/17410380910960993
A. W. Ulwick, “Turn Customer Input into Innovation,” Harvard Business Review, Vol. 80, No. 1, 2002, pp. 91-97.
J. P. Womack and D. T. Jones, “The Machine that Changed the World,” HarperCollins Publishers, New York, 1991.
J. P. Womack and D. T. Jones, “Lean Thinking,” Free Press, New York, 2003.
M. L. Emiliani, D. Stec, L. Grasso and J. Stodder, “Better Thinking, Better Results,” Center for Lean Management, Wethersfield, 2003.
J. Maleyeff, “Exploration of Internal Service Sys-tems Using Lean Principles,” Management Decision, Vol. 44, No. 5, 2006, pp. 674-689. HU doi:10.1108/00251740610668914
J. Maleyeff, “Improv-ing Service Delivery in Government with Lean Six Sigma,” IBM Center for The Business of Government, Washington, 2007.
B. Tjahjono et al, “Six Sigma: A Literature Re-view,” International Journal of Lean Six Sigma, Vol. 1, No. 3, 2010, pp. 216-233. doi:10.1108/20401461011075017
T. Pyzdek and P. Keller, “The Six Sigma Handbook,” McGraw-Hill, New York, 2010.
R. W. Hoerl and M.M Gardner, “Lean Six Sigma, Creativity, and Innovation,” Inter-national Journal of Lean Six Sigma, Vol. 1, No. 1, 2010, pp. 30-38. HU doi:10.1108/20401461011033149
A. Johne and C. Sto-rey, “New service development: A Review of the Literature and Annotated Bibliography,” European Journal of Marketing, Vol. 32, No. 3/4, 1998, pp. 184-251. HUdoi:10.1108/03090569810204526U
A. Oke, “Barriers to Innovation Management in Service Companies,” Journal of Change Management, Vol. 4, No. 1, 2004, pp. 31-44. doi:10.1080/1469701032000154953
P. Loewe and J. Dominiquini, “Overcoming the Barriers to Effective Innova-tion,” Strategy & Leadership, Vol. 34, No. 1, 2006, pp. 24-31. doi:10.1108/10878570610637858
R. Rivas and D. H. Gobeli, “Accelerating Innovation at Hewlett-Packard,” Re-search Technology Management, Vol. 48, No. 1, 2005, pp. 32-39.
T. Blumentritt and W. M. Danis, “Business Strat-egy Types and Innovative Practices,” Journal of Management Issues, Vol. 18, No. 2, 2006, pp. 274-291.
A. Parasuraman, V. A. Zeithaml and L. L. Berry, “A Conceptual Model of Ser-vice Quality and Its Implications for Future Research,” Journal of Marketing, Vol. 49, No. 4, 1985, pp. 41-50. HU doi:10.2307/1251430
R. Johnston, “Internal Ser-vice-barriers, Flows, and Assessment,” International Journal of Service Industry Management, Vol. 19, No. 2, 2008, pp. 210-231. doi:10.1108/09564230810869748
J. Maleyeff, “Analysis of Service Process Characteristics across a Range Of Enter-prises,” Journal of Service Science and Management, Vol. 2, 2009, pp. 29-35. Hdoi:10.4236/jssm.2009.21004