Knowledge Café hosted by Roman Aebersold and Adrienne Schäfer
Applying Storytelling in the Service Innovation Process-Findings from a Case Study
Summary: This chapter proposes a method of implemanting service innovation into a company with the use of the academic discipline of service engineering. Using storytelling in this process will lead to an efficient output of the knowledge management process, which involves: identification -, acquisition -, development -, distibution – and storage of knowledge. In the case study a new product-supporting service was designed with the use of service engineering and storytelling. Combining the hard factors, like strategic positioning, with the soft factors, like emotional experiences, led to a successful market launch of the new service.
Knowledge Café hosted by Pierre-Yves Kocher and Luks Scheiber
Exploring Knowledge and Innovation Management Practices in Service Sector SME’s
Summary: The necessity of the interaction between knowledge and innovation management processes in Service Sector SME’s is shown in this chapter. The three elements that knowledge deals with play a different role in each of the three different phases of a service innovation process. Applying this theoretical perspecitve to six case study’s, within the service sector SME’s, will show how knowledge management practices support phases of the innovation process.
Knowledge Café hosted by Dr. Ron Dvir
How Future Center catalyze Service Innovation in Education / Future Centers: engines for service innovation
Summary: This chapter gives an insight how service innovation can be applied on education innovation. The teachers professional development is considered as a critical success factor in education systems, however in many training centers the service provided is rather traditional and doesn’t appeal to the teachers. Based on a case study, this chapter shows you how one of these training centers re-invented itself. Here teachers can explore and actively create the future of their field.
Summary: By showing the problems that hinder typical organizations from innovating systematically it’s services, this chapter shows how Future Centers can respond to this existing problem. Furthermore it explains what exactly Future Centers are and how they symbiose with knowledge management values. In the last part it outlines how to establish a Future Center and several scenarios for the future of them.
Knowledge Café hosted by Prof. Dr. Patricia Wolf
A Private Bank in Search for Innovative Communication Structures
Summary: This chapter shows how creating knowledge in a service company can be made possible with the help of communication structures that enable active engagement of employees. This engagement leads to knowledge sharing processes for the use of service innovation. To present insights in a private bank where these structures have been developped, a case study is been used.
Knowledge Café hosted by Beat Knechtli
Co-creating service innovation with clients and staff – the PwC innovation factory
Summary: In this chapter is the innovation factory of PricewaterhouseCoopers Switzerland presented. There is explained what it needs in a company to make it possible to be innovative in the businesses they are involved. The open innovation principles are set against the closed innovation principles, which give us an insight in how to create such an environment in a company.
Knowledge Café hosted by Dr. Tobias Sedlmeier and Jan Morgenstern
Legal Aspects of Crowdsourcing – Knowledge Management as Part of an Adequate Risk Management
Summary: Crowdsourcing and Open Innovation are strategies more and more companies are using in order to benefit from “global intelligence” effects. To the same extent, companies are trying to involve their consumers in their product development. These approaches seem to be promising. Especially, from the economic point of view, the efficiency of such strategies seems to be infinite. A similar hype as in connection with the use of Open Source Software could occur. Not only global players and large company groups but also more and more medium-sized businesses are trying to use Crowdsourcing and Open Innovation. A jurisprudential localization of Crowdsourcing has not been rendered so far. Further, there are no court decisions published in Europe so far which particularly deal with the issues of this chapter in the context of Open Innovation (including Crowdsourcing). But as the strategy of Crowdsourcing is becoming more and more popular it seems just a matter of time until the first cases will come to court. However, in order to evaluate specific economic risks of these phenomena an evaluation of legal risks is mandatory.