Currently viewing the tag: "Wim Rampen"

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Putting Higher Principles into Innovation Management: How to Be Guided by The Classical Approach to People by Deb Mills-Scofield

As innovation becomes a prevalent activity in organizations is it time to rethink how we approach the culture of innovative people? Deborah Mills-Scofield who previously worked with Bell Labs and now consults on innovations practice, argues we need a return to timeless values if we are going to make innovation sustainable.

 

Why Customer Services isn’t always that important! By Wim Rampen

When reading “the web” one could be lead to think that a company’s poor Customer Services is the worst that could happen. Any mistake in this area would easily set off negative word-of-mouth. Armed with Social Media the “crowds” will seriously harm the brand(ed) reputation, seriously damaging a company’s growth opportunity. Some even consider Customer Services the new Marketing. The importance of Customer Services though, which in lots of cases is considered to be the same as the importance of a company’s (multi channel) customer services contact center, can easily be overrated.

 

A Lesson in Engaged Artistry by Gianpiero Petriglieri via Ralph Ohr

Orchestra conductors are surely overexploited by management thinkers to describe what effective leaders do in organizations. They attract and inspire talent, strive for excellence, discipline improvisation, foster innovation, set pace, build and resolve tension, and transform potential cacophony into melodious harmony—all with unique, personal style.

 

Innovation starts with empathy by Jorge Barba

A recent article on Fast Co. Design ‘Innovation always starts with empathy‘ got me thinking about empathy and for some reason I remembered the above text from  Colours of the wind from Disney’s Pocahontas.

 

14 smart tips from single women entrepreneurs by Daniel Pink

Erin Albert is a multi-talented, multi-tasking pharmacy professor at Butler University (Go Bulldogs! Beat Wisconsin!) who runs a couple of businesses and is pursuing a law degree on the side. Since she obviously has lots of time on her hands, she’s also just written a book.

 

“Design Thinking” Isn’t a Miracle Cure, but Here’s How It Helps by Helen Walters

The term has come in for a lot of scorn. But it’s because we haven’t been clear about what it actually entails, argues Helen Walters.

 

How Innovation and IT Drive Productivity by Andrea Meyer

Point: Getting maximum benefit from innovation requires new organizational practices

Story: In their book Wired for Innovation, Erik Brynjolfsson and Adam Saunders show how innovation and IT drive productivity growth. Productivity growth explains how cars, for  example, went from costing an average of three years of salary a century ago to costing only seven months of salary today

 

How Technology Evolves by Greg Sattel

Sometimes it’s hard to tell if technology is something to love or to fear. Are computers making us smarter or dumbing us down? Are genetically modified foods a miracle or a menace?

 

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What is the Customer’s Role in Breakthrough Innovation?

by Ralph Ohr

There has been quite a lot of discussion recently about a post by Jens Martin Skibsted and Rasmus Bech Hansen, titled “User-Led Innovation Can’t Create Breakthroughs; Just Ask Apple and Ikea”. Their major claim is: “Great brands lead users, not the other way around.”

 

With The Emerging Of The New “Object-Culture” – Meanings Are Sought Through Social Identities, Visual Information and Interfaces / Interactions by Idris Mootee

There are objects that I love for many different reasons. They range from my Leicas to my JBL speakers, LV bags, Prada shoes and Mac computers.

 

For Innovation, Best Practice is a Verb not a Noun! By Deb Mills-Scofield

One of the central tenets of 20th Century business has been ‘best practices’.   Let’s dissect this veritable oxymoron:

  • Best: highest quality, standing (at a point in time, place and context)
  • Practice: a habit or custom (noun) or to do repeatedly to acquire proficiency

 

Follow-up on Destroying Customer Value: @Telfort is listening.. by Wim Rampen

Last week’s post Destroying Customer Value was in it’s essence not about getting attention from the Telco company involved (being Telfort).

 

Reviewing “A New Culture of Learning” by John Hagel

We all have the uncomfortable feeling that the education we received is serving us less and less well. The reassuring notion that the concentrated dose of education in our younger years would serve us well for the rest of lives appears increasingly suspect.

 

Dinosaur Communications Hold You Back? By Ellen Weber

Dinosaur communication departments impede innovation, much like spiked speed bumps obstruct an Indianapolis 500 race.

 

Design renews its relationship with science by Tim Brown

I have noticed a growing conversation recently concerning the relationship between design and science.

 

New Research: We Are More Creative When We Help Others Than Ourselves by Bob Sutton

There is an interesting set of findings from psychological experiments that suggest we see others’ flaws and strengths more clearly than our own (I wrote about this in Good Boss, Bad Boss) and that, on average, human-beings make more rational decisions when make them for others rather than themselves.

 

Se temos um problema temos uma necessidade!

A necessidade de o resolver para obtermos algo de melhor em determinada situação. A maior parte das vezes resolvemos o problema através de um manual ou livro de instruções porque esse problema foi identificado e foi criada uma solução para o resolver. 

Num artigo que eu anteriormente escrevi eu disse: “Eu gosto de pensar que, nas pessoas, existem necessidades não satisfeitas (conhecidas mas sem solução), necessidades não articuladas (sem solução por não haver definição do problema) e necessidades ocultas (problemas não identificados e não definidos). Se de facto existe diferença significativa entre elas, e eu acho que sim, a co-criação pode ser de facto o diálogo construtivo que é necessário.”

A propósito deste artigo Wim Rampen (@ wimrampen no twitter) comentou: “@Jabaldaia like your last post… you got me thinking on the three types of unmet needs.. will get back to that. Thx” o que me fez sentir a necessidade de voltar de novo ao tema.

O que é uma necessidade?

Que abordagem posso fazer a uma necessidade?

Quando falo de necessidades não satisfeitas (conhecidas mas sem solução), quero dizer que a solução pode existir para um determinado contexto mas não é satisfeita noutros contextos. Uma rede de distribuição de água pode ser um exemplo.

Para simplificar a dança de conceitos eu parto do princípio que a identificação e definição de uma necessidade correspondem à identificação e definição de um problema.

Quando estamos perante necessidades não articuladas (sem solução por não haver definição do problema), estamos perante o sentimento da necessidade mas incapazes de a traduzir para iniciar o caminho da satisfação dessa necessidade.

Num grande artigo escrito por Ralph Ohr podemos encontrar importantes pontos de vista nesta matéria:

“Uma compreensão analítica de inovação, tal como a abordagem “jobs-to-be-done” seguida por Bettencourt, visa encontrar soluções para as necessidades definidas e encontrar necessidades para as soluções definidas, respectivamente. Isso pressupõe que as necessidades do cliente são basicamente acessíveis e podem ser previstas. Em caso de incerteza, ou seja, se as necessidades não estão (ainda) bem definidas, uma abordagem interpretativa parece ser mais indicada para a inovação. As necessidades evoluem e mudam frequentemente imprevisíveis com o tempo devido a razões culturais, tecnológicas, económicas ou ambientais. É uma questão de “previdência” para ser capaz de prever essas evoluções, por exemplo, através da participação em redes de interpretação. Ao combinar a visão e empatia, as necessidades previstas podem ser abordadas por soluções inovadoras.”

Essa evolução referida por Ralph Ohr leva-nos muitas vezes à identificação de necessidades ocultas e eventualmente à antecipação da sua satisfação se o conhecimento dessas necessidades for bem trabalhado.

Oeveren Robbert van-Jan escreveu em Designthinking: Como converter necessidade em demanda o seguinte:

“Se você der uma olhada nos diferentes níveis de conhecimento, você vê que as pesquisas tradicionais de mercado se concentra nas coisas que os clientes dizem ou pensam, o conhecimento explícito. Mas, para ter uma compreensão mais profunda, você deve observar o comportamento dos clientes. Então você achar que há tantas coisas mais que não são capazes de expressar, simplesmente porque eles não estão cientes de que estão fazendo coisas que não eram destinados desta forma. Quando foi a última vez que a sua bicicleta acorrentada a uma cerca ou o seu casaco pendurado em uma maçaneta? Você acha que a maçaneta foi projectada para isso?”

Ir de facto ao encontro das necessidades das pessoas para procurar criar algo que as satisfaça é um caminho que reclama alerta constante pois como diz Ralph-Ohr é evolutivo e ao mesmo tempo um caminho onde é difícil de avaliar os efeitos de mudança como diz Tim brown:

Então, o que acontece quando deixamos o mundo da tangibilidade e digite o abstracto. Examinar design de software pode ser uma boa primeira paragem. Aqui vemos muitas das mesmas características no mundo tangível (prototipagem rápida, iteração, a transparência razoável) que ajudam a mitigar a falha catastrófica, mas também vemos algumas das características do abstracto e complexo que qualquer sinal de perigo em potencial. Os efeitos de rede do software moderno significa que o impacto final do nosso projecto pode ser difícil de entender e imaginar antecipadamente. A relativa facilidade de interacção e inovação torna constante mudança e o impacto dessa mudança difícil de avaliar. À medida que avançamos ainda mais a partir do conforto de tangibilidade para sistemas financeiros, redes sociais, sistemas de cuidados de saúde e como a avaliação da previsibilidade e transparência de projectos novos se tornam ainda mais um problema e os riscos de aumento dramático fracasso.

Tanto quanto eu posso ver há poucas coisas inerentes ao processo de design que protege pensadores de design com essas falhas mesmo se optar por enfrentar abstracto, questões intangíveis, como serviços, sistemas e redes. Em vez disso, pode imaginar como aplicar o mesmo rigor e disciplina no processo de design que surgiu a partir de centenas de anos de prática no mundo tangível. Podemos nos concentrar em como fazer o processo de concepção do intangível como transparente e aberto à observação, como o projecto do tangível. Podemos desenvolver protótipos de ambientes que nos permitem aprender com a falha, sem implicações catastróficas. Podemos aceitar que precisamos de melhores mecanismos para críticas e comentários para que possamos começar a estabelecer um corpo de conhecimento sobre o que funciona e o que não, na concepção destas coisas que não vão “baque” quando nós as deixarmos.”

Eu acho que esta diferenciação ou ponto de vista acerca das necessidades, pode ajudar-nos a resolver problemas e a criar algo mais sustentável.

O que pensa?

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The Importance of Organizational Design and Structure by Gill Corkindale via @ralph_ohr

One of the wonderful things about being a coach is that I meet hundreds of executives who freely share their business and leadership challenges with me. As well as helping me understand how hard it is to run an organization, they show me how they are managing to adapt — or not — to changing organizational structures.

 

Invention without Commercialization = Extinction, not Innovation by Deb Mills-Scofield

My job at Bell Labs was to invent and create.  We dreamed up all sorts of wonderful solutions to problems that did and didn’t exist.  But how did we learn about these problems? Some we just thought up.  Some came from AT&T corporate product management & marketing. But few came from seeing customers firsthand, so we ended up using ourselves as ‘examples’ – not good.  AT&T corporate product managers and marketers were supposed to commercialize our inventions; to decide if it met the market needs or if there even was a need.  

 

Innovate like a Kindergartner by Peter Merholz

One of my most popular posts for hbr.org is “Why Design Thinking Won’t Save You“. It clearly struck a chord, as well over a year since it was posted, it still regularly gets picked up in the Twittersphere.

 

The Future of Design Consulting: 4 Business Models to Consider by design sojourn via @vanetuit

Over the recent Chinese New Year holidays, I met a very well traveled designer. We were discussing the pitfalls of running a design consultancy, and that conversation eventually led to consulting business models.

 

Are You Different on Purpose? By Bill Taylor

Roy Spence, one of the toughest-minded business thinkers I know, is a cofounder of GSD&M, the legendary advertising agency based in Austin, Texas. In a provocative and saucy book, It’s Not What You Sell, It’s What You Stand For

 

Welcome to the Age of Dilemma by Umair Haque

Another week, another potentially destabilizing global mini-crisis. This time, it’s (yet another) global food crisis: food prices are set to skyrocket and the FAO’s food price index is already spiking. It’s likely to ignite even more political instability and social turmoil — in layman’s terms, that’s riots, panics, protests, and violence.

 

HOW TO: Build & Maintain A Talent Community by Heather R. Huhman

A talent community is not a list of candidates on a web page or in a spreadsheet; it is an environment consisting of people who can share ideas for the purpose of career networking or social recruiting of candidates.

 

Because it is time you take Customer Service seriously.. by Wim Rampen

Despite the economic crisis, the rise of the “Social Customer” and the popularity of Customer engagement strategies through Social Media, I sometimes get the feeling that managers in Customer Services put in a lot more effort to ensure the company does not get bad press, or negative “buzz” in stead of providing a better then expected Customer service experience. We know companies do not always take Customer service seriously. I think though many managers of Customer Services should start taking their discipline a lot more serious than they are doing today..

 

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Service Design meets (Social) CRM by Wim Rampen

This is part 2 in a short series on Service Design. I would recommend reading part 1 before reading this.

Recap: What is Service?

As I tried to explain a couple of days ago, I think Service Design is about designing for Service, not serviceS. Where I defined Services as:

 

Natural Innovation by John Steen 

A couple of weeks before Christmas I noticed something odd in the garden of my house in Brisbane. While I often see ants around the home, there were now large clusters of ants moving upstairs and taking their eggs with them. The folklore is that when this happens it means that we are in for a really wet spell of weather and I am on the record with Tim as making a prediction based on this.

 

Use constraints to fuel your creativity by Jorge Barba

Quickly think of as many white things as you can in ten seconds.  Now think of white things in your kitchen.  Did the more constrained prompt spark more ideas? Yes.

 

Lens Shifting: Leading Indicators for Innovation by Deb Mills-Scofield

Recently, my friend Jackie Hutter and I did a workshop on Leading Indicators for Innovation from 2 aspects: 1) how can you look around you for leading indicators of areas ripe for innovation; and 2) what are leading indicators in your innovation process itself. 

 

The art of innovation by Kate Oakley, Brooke Sperry and Andy Pratt via Ralph-Ohr (PDF)

 

How Children Perceive “Vintage” Technology – Design mind via Wim Rampen

Design is all about context. When that contextual information is removed, products can be very confusing. As designers we often see this when people are introduced to a new technology that is manifested in a design that breaks so strongly with tradition that they don’t know how to use it. We often try to build in affordances that allow them to relate their current technology to their new technology. Think of how the play button from your Walkman went straight to you Discman, then to your iPod, and as a digtal button on interfaces.

 

Communities of Passion…and com-passion? Raymond Campbell

The main challenges we faced was doing what seemed to be an impossible task for the group leading the effort and seeking the assistance of others to come alongside us…catch the same fire and enthusiasm to make this happen in such a short period of time.

 

The open innovation model – Ideas from Henry Chesbrough Ideas economy

 

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Beware of Facts & Innovation by Deb Mills-Scofield

Facts & Data.  At Bell Labs we used to say, “How much did you pay for that data?”  Most market research projects – for strategic planning and innovation (my passions), or even incremental product development focus on getting the facts.  Ok, here’s one for you:

 

It Is Hard To Decide Between Getting The “Best” And Getting “Enough”. Muji Thinks “Enough” Is The New “Best”. By Idris Mootee

I am not a superfan of Muji but I am very impressed with their last three years of repositioning or finetuning of the brand and after spending 15 mins in one of their stores in Tokyo I can see why they are doing well. The concept is exporting well to the US too.

Five Ways To Get Smarter On Open Innovation by Stefan Lindegaard

I believe the best way to get smarter and acquire new knowledge on innovation is through articles and blog posts rather than reading books. It is just my experience that it works better both in terms of value and time spent.

 

Asshole Bosses and You: A Cartoon By Team Synchronicity at North Carolina State by Bob Sutton

I just got an email from Scott Bolin, an MBA student at North Carolina State, who worked with his team of fellow MBA’s,  James Wall, My Le, and Bikram Jit Singh, create a funny and well-crafted cartoon called Asshole Bosses and You. 

Cultivating Diversity: a New Way to Network by Mike Brown

Jon Lovitz did a routine on Saturday Night Live about how to be more successful. The answer to success was always the catch phrase, “Get to know me!” Looking back on my first year of leaving the corporate world for entrepreneurship in the world of strategy and innovation, the success we’ve had has been linked

 

Want Your Customers To Talk Sizzle Or Steak? By Wim Rampen

Customers have jobs to do. And so do Companies. In essence the trick is to align and focus the company’s activities to maximize support to Customers to get their jobs done. From the unpredictable Customer’s decision journey through each stage of the life-cycle. And make money as a result of it.

 

The Magic of Intuition at Work by Alex Pattakos via Ralph-Ohr

 

Sometimes we wish that we had the magical powers of the lovable witch Samantha Stephens in the situation comedy Bewitched; at the time (1960s and 1970s) it was the highest rated television series ever for the ABC network.

Balance innovation and continuous improvement by Jorge Barba

All of us know that if you we want to make sweeping changes, we need to innovate. If done incrementally (in small improvements), it won’t attract much attention. FedEx became a success story as they changed people’s expectations (absolutely, positively overnight) of delivery services, delivered on their promise and charged a premium for it.  However, innovation projects are never “complete”.

Have a nice week!