...Group Study Case: Service Innovation by Ali SEKBAN Mithat PERKÖZ Yasin Galip GENCER submitted to Assoc. Prof. Arzu İşeri SAY April 7, 2011 SERVICE INNOVATION In today’s business world, services and service industry has a great importance. Yet, it would be a mistake to attribute “service” concept only to service industry. Manufacturing firms need many services to deliver their goods to customers. Therefore, in recent years, services have become an important issue for them too. In this article, we will consider service innovations especially in terms of manufacturing firms and present a review about the issue. In the introduction section, we’ll give the definition of service and explain its importance in details. Then, as the main purpose of this review article, we’ll go into service innovations. Introduction There are lots of definitions for service concept. Among these, the followings are remarkable: “A Service is a product which is a process” (Shostack 1987), “Services are processes involving customer contact’ (Chase 1978)”. In other words, service is a product; however it is different from the product in the traditional sense. In general, there is a common distinction for service: “1- functional services: services offered by investment goods companies and service companies, 2- institutional services: services offered solely by services companies”. With regard to properties of services, the most important ones are the followings; “1- Intangibility...
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...McDonald’s--The Best Restaurant in Innovation and Quality of Service 1 Findings/Research —Introduction/General McDonald’s is one of the most famous restaurants on Earth. McDonald’s operates, develops, franchises, and services a system of fast-food restaurants around the world (Fortune Homepage, April 25, 1999). Those restaurants prepare, assemble, package, and sell low-priced foods (Fortune Homepage, April 25, 1999). McDonald’s is the largest chain of restaurants with 24,500 of t hem in 114 countries (Boldt, 1999). McDonald’s has the most recognized brand name in the world, beating Coca-Cola, according to a survey by Interbrand (Murphy, 1999). Its advertising spokesman, Ronald McDonald’s, is a more recognizable figure than Santa Claus in the United States (Love, 1995). McDonald’s headquarters is located in Oak Brook, Illinois (Fortune, April 26, 1999). The first McDonald’s opened in 1940 in San Bernardino, California, by Dick and Mac McDonald (Murphy, 1999). Businessman Ray Kroc bought the rights to the franchise from them for ten years in 1955 and started McDonald’s Corporation (Murphy, 1999). He opened his first store in Des Plaines, Illinois in April of that year (Emerson, 1979). Harry Sonneborn, former vice president of Tastee-Freeze, became president of McDonald’s in 1959 (Love, 1995). Sonneborn led McDonald into the real estate business in the late 1950’s and early 1960’s by renting or buying property and leasing it to the franchisees in exchange...
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... C1213447Q COURSE SERVICES MARKETING COURSE CODE CUHT 402 LEVEL 4.1 PROGRAMME BACHELOR OF SCIENCE HONOURS IN TOURISM AND HOSPITALITY DUE DATE 31 AUGUST 2015 QUESTION: Innovate or die. Explore the central role played by innovation in achieving sustainability and competitiveness of Zimbabwe’s hospitality and tourism sector. Innovate or die. Explore the central role played by innovation in achieving sustainability and competitiveness of Zimbabwe’s hospitality and tourism sector. Innovation is a new idea, more effective device or process. It is an inbred human quality that has ensured mankind survives the harsh reality of the world that he lives in and thrives despite all the negatives and challenges of his existence. According to the latest statistics from World Economic Forum (2015) Zimbabwe was ranked 115 out of 141 countries in terms of travel and tourism competitiveness. Without innovation Zimbabwe could easily sink further in the rankings. New idea injection and implementation is of an urgent need in Zimbabwe at the moment in order for it to compete both regionally and internationally. Innovation in sustainable tourism practices is a double edged sword in this endevour...
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...Course Code: FEAD06 Course Name: Service Innovation Title of Work: Service Innovation in Different Industries The Last Date: 2011-09-16 Name of Student/Students Family Name Given Name T-Number Bhatty | Usman Tariq | 840415-9256 (R238) | | | | | | | | | | | | | Name of the Teacher: Lars Witell Name of the Administrator: Frania Johansson ------------------------------------------------- Filled out by the examiner First Return: _____ Second Return: ______ Fourth Return: _________ Passed: _________ Received Points: _________ Grade: _________ Examiner: __________________ Service Innovation In different industries Contents Introduction 1 Service Innovation in Industries 1 Financial Services 1 Health Services 3 Hospitality Services 5 Brief Analysis & Conclusion 6 References 7 Appendix-1 1 Introduction The study of services innovation immediately poses the question of how a ‘service’ should be defined. From a conceptual standpoint there are a variety of views. Crespi et al. (2006) review the literature and conclude: “...it is often useful to think of services as either intermediation activities, such as transport, that arise because consumers want to separate production and consumption, or contact services, such as haircuts or medical services, where production involves the consumer directly and where the output of the activity is embodied in the consumer ..... An important aspect of a service is the ‘jointness’ of production...
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...Journal Article Review 3: Innovations in Logistics Outsourcing Relationships: Proactive Improvements by Logistics Service Provider as a Driver of Customer Loyalty BUSI 613: Supply Chain Management Abstract The purpose of this journal article review is to discuss the article, Innovation in Logistics Outsourcing Relationships: Proactive Improvement by Logistics Service Providers as a Driver of Customer Loyalty by Carl Marcus Wallenburg. Currently, the number of outsourced logistics service providers has risen as a result of companies demanding their services. With more and more entering the market, competition between the providers is becoming more intense, and they must innovate their own logistics systems. With innovation, the providers may expect to their customer loyalties to grow and expand as they keep current customers and win over new ones. The question arises as to whether the providers seek to innovate and improve their services to offer lower prices, or to provide the customers with more efficient services. In his research, Wallenburg finds that customers prefer that the quality of services increases rather than seeing the service prices decrease. This report also takes a brief look into the survey results of Wallenburg’s findings, as well as the implications managers should consider when deciding how to improve their logistics service systems. Author’s Purpose The single most important issue in the journal article, Innovation in Logistics Outsourcing Relationships:...
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...Tourism Management journal homepage: www.elsevier.com/locate/tourman Progress in Tourism Management A review of innovation research in tourism Anne-Mette Hjalager University of Southern Denmark, Niels Bohrsvej 9-10, DK-6700 Esbjerg, Denmark a r t i c l e i n f o Article history: Received 27 January 2009 Accepted 31 August 2009 Keywords: Innovation Innovation systems Knowledge Clusters Policy a b s t r a c t Over the past two decades, there has been increasing focus on the topic of innovation in tourism. This article reviews the research contributions. Various categories of innovation – product, process, managerial, marketing and institutional – are addressed. Important determinants of innovation are acknowledged, including the role of entrepreneurship, technology push and the existence of territorial industry clusters. Representation of knowledge is also identified as a critical factor for both the occurrence and nature of innovations. The review reveals that there is still only limited systematic and comparable empirical evidence of the level of innovative activities and their impacts and wider implications for destinations and national economies. An agenda for future research is emerging, suggesting that there is quest for both formal quantification and for qualitative studies of the foundations, processes, implications and policies of innovation in tourism. Ó 2009 Elsevier Ltd. All rights reserved. 1. Introduction Throughout history, tourism has been a phenomenon...
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...That is, the learning will include both listening, watching and doing. It would probably be a good idea to arrange with your other group members to participate in the online lecture together; that will ensure that there is somebody else that you know completing the online exercises at the same time that you will be. Furthermore, what you will also find is that the lecture does use a lot of what is covered in the textbook; so it may be a good idea to have the textbook open as you go through this online lecture. I hope that you find these online lectures engaging and that there is a positive learning outcome by participating. Start of Online Lecture on Innovation and Change . Overview A good starting point for this online lecture should be to understand that we have a fair way to go in terms of really knowing what innovation is and how it provides...
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...How to foster innovation in your business Presentation on the occasion of the Credit Suisse event 7th September 2013, Zurich Dr. Reto Müller Chairman of the Board of Directors Helbling Holding AG Helbling - a Leader in Technological Innovation and Business Consulting Helbling Group Key figures 2012 We are unique through our ability to integrate a spectrum of professional know-how, experience and skills. 458 employees Our ability to link technological expertise with business competence results in entrepreneurial success for our clients. Companies in Switzerland, Germany, USA and China Revenues CHF 110.9m International Network Offices (Corporate Finance International) Owned by 25 managing partners 2 Examples of innovations at Helbling Extract out of some thousand innovation projects in more than 50 countries Innovation leaders collaborating with Helbling: Nestlé, Roche, ABB, Airbus, Siemens, Medtronic, Schindler, Pfizer, Novartis, Sonova, Google, BSH, Geberit, Sika, V-Zug, Source: Helbling Qiagen, Tecan and many others 3 Strategic innovation management – selected Helbling references Companies Why Helbling? We measure ourselves - e.g. on the increase of the value of your innovation pipeline We are senior experts with over 15 years consulting experience and a focus on the topics "Increasing innovation success and increasing the power of innovation» We use self-developed tools and instruments ...
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...1.0 Introduction According to Leslie and Philip (2012), innovation is the commercial exploitation of new knowledge, in other words, developing new ideas into products and production processes and selling them on to customers. Innovation is also the process of translating an idea or invention into a good or service that creates value or for which customers will pay. The term innovation can be defined as something that are original and, as consequence, new that ‘breaks into’ the market. Innovation is needed for businesses to produce new products. Multinational Companies (MNC) can be defined as corporations which have their home in one country but operate and live under the laws and customs of other countries as well according to Ruth and Michael (2000). Generally, any company or group that derives a quarter of its revenue from operations outside of its home country is considered multinational companies. It can also be referred to as an international corporation. One of the examples of MNC is Starbucks. Starbucks Corporation is an American global coffee company and coffeehouse chain based in Seattle, Washington. Starbucks is the largest coffeehouse company in the world, with 20891 stores in 64 countries (Wikipedia, 2013). According to Leslie and Philip (2012), the global business environment can be defined as the environment in different sovereign countries, with factors exogenous to the home environment of the organization, influencing decision making on resource...
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...Innovation Entrepreneurship Is the persist of lucrative opportunities by enterprising individuals. Thus organization often try to develop an entrepreneurial culture through a strong organization towards entrepreneurship. Entrepreneurship is therefore innately about innovation which is creating a new venture where one didn't exit before. There are a number of reasons why entrepreneurial organization opportunities for innovation. Within the enterprise sector and they include. For competitive advantage, innovation is a key to competitiveness and is therefore vital for a firms competitive advantage. Products and services are the demands of today's customer, so to remain competitive innovative products and or services. Rapid innovation are critical For success. An example of a competitive advantage that is derived from innovation is technology. Technology is the systematic application of scientific knowledge to a new product, service or process. Therefore there is an ongoing quest for a better product, process or procedure to satisfy a task which is define as an innovation. It is a change, it is a positive, useful alternative from previous ways of doing things. It starts with being the first to create the product the first to improve and perfect the product and then to effectiveness and cost competitiveness. Another example of technology innovation is Apple Cell Phone, we see a continuous improvement over its predecessor which was given Apple its competitive advantage in the mobile...
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...TL 038 INNOVATION PROJECT MANAGEMENT: A RESEARCH AGENDA SERGEY FILIPPOV; HERMAN MOOI DELFT UNIVERSITY OF TECHNOLOGY, DEPARTMENT OF INNOVATION SYSTEMS RESEARCHER AT DELFT CENTRE FOR PROJECT MANAGEMENT (THE NETHERLANDS) Abstract th Originally developed in the mid-20 century, project management has become a distinctive way to manage business activities nowadays. Another important development is virtually universal recognition of the role of innovation and technology in the corporate change, growth and profitability. It is unsurprising that development of innovation is often run as a project. Yet, theoretically both project management and innovation studies have evolved over time as distinctively separate disciplines. In this paper we make an attempt to conceptualise the innovation project management and to specify the idiosyncratic nature of innovation projects as opposed to conventional projects. By doing so, we contribute to the nascent academic debate on the interplay between innovation and project management. Key words: project management, innovation, technology 1. Introduction This paper is concerned with three topics and the interplay between them, namely “Innovation”, “Research and Development (R&D)” and “Project Management”. The interest in these topics has exploded recently as they emerged both on the policy agenda and in the corporate strategies. The contribution of technological innovation to national economic growth has been well established in...
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...An exploratory study on the impact of research and development on customer service and quality 1.0 Introduction Research and development simply refers to the constant improvement of product and services and which enable the business to continuously thrive in terms of its operation. Research and development also leads to innovations intended for these products and services. In generating high impact innovations, it is important that the organization should devise a systematic method of identifying opportunities that provide new value for the consumers (Johnston and Bate, 2003). The changing consumer preference was an opportunity that is exploited through innovation (Paley, 2006). As such, a company must be able to introduce new brand concepts, strengthen design capability and enrich product offering continuously. Improvement of quality is therefore critical in the aspect of innovation as this could highly impact customer satisfaction. Further, innovation also means to tolerate internal processes especially those that will contribute to the growth of the company (Johnson and Scholes, 2002). Customer service is one of these internal processes which purport external audience. For instance, listening to the voice of consumer (VOC) is one critical factor of customer servicing wherein the feedback of the customers are given its deserved value. These feedbacks from the customers are also used to inform research and development regarding their changing preferences, expectations...
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...Group 16 Innovation in Product Submission #2 Anant Jain B15131 Ankit Goel B15132 Anshul Jain B15134 2015 1. Introduction Innovation is refinement in a product, process, method, or a part thereof. Innovation has become a buzz-word in recent years, with increasing relevance of ‘innovation-centred business models’, and ‘innovation-led-entrepreneurism’. In fact, the success stories of Industrial America, technological Silicon Valley, American financial market, etc., are tales of constant innovations. ‘Digitization’ has shifted access to knowledge and information from a privilege to convenience: anyone who is willing and able to pay, has an access. Also, sharing of information and flow of payments and tenders through internet has changes businesses like never before. 1.1 What is Product Innovation? Product Innovation can be defined as creating a new product, or making changes in the existing product, or creating a differentiation in terms of utility or features of the product. Light Bulb, telephone, microprocessors, digital displays were great innovation in terms of making of new products, i-pods, cell phone, integrated circuits were innovations in terms of modification in existing products. Not all product innovations are technological breakthroughs- take a safety pin for example. Even candle, fountain pen, and scissors are examples of path-breaking revolution, that didn’t require significant technology, or invention capabilities. On the other...
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...Innovate or dye. Organizational structures can easily hinder or foster innovation. Potential pitfalls can derive as a result of deeper factors embedded in a firm’s organizational DNA. Without a doubt, innovation is the key driver of value creation if companies want to remain on the competitive edge. Although there is no perfect organizational structure for every innovation environment, different types of organizations work successfully under different circumstances. Three different types of organizational structures will be in discussion: the functional, divisional, and the matrix structure as well as the potential impact that innovation can bring on strategy, process, product or services within each organizational structure. The functional structure is built on a strong hierarchy in which each employee’s position and function are clearly defined with a specific role to perform. This structure is the most formal and bureaucratic because it follows a strict chain of command. Among the different types of organizational structures, a functional structure works very well in organizations that do not change their work functions and methods frequently. However, large organizations with this structure demands for a very powerful management for internal conflicts resolution, and issues. Despite specialized departments, it is very difficult to foster an innovative environment on strategy, process, product, or services. It becomes very difficult to function as innovative team because...
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...Christopher Nieto QI/ 361 8-14-14 Definitions Paper Wayne Diggs Definitions Paper Organizations are under a constant battle to survive. Maintaining a competitive advantage will help an organization with profitability and achieving long-term success. Innovation, creativity, and design are three processes used by organizations to maintain a competitive advantage. Innovation, creativity, and design are vital components to maintaining a competitive advantage because all are part of creating new ideas or improving on existing products or services. The concept of innovation can have several meanings dependent upon the individual or group defining the processes. Innovation consists of two components, creativity and implementation. An innovator uses a creative process to construct an idea, and then the implementation process is used to bring the idea to life. Implementation refers to putting something in place and is composed of three components; idea, selection, and development. Creativity is also a part of the implementation process, devising the idea to be implemented is part of the creative process. The implementation process should be well organized, and a plan from beginning to end should be clearly laid out. Design is thought of in numerous ways; many well-known dictionaries contain multiple definitions of design. Stam defines...
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