re-inventing service delivery by kamalini ramdas, london business school
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Opportunity Generation – New Products & Services
Kamalini Ramdas Deloitte Chair in Innovation & Entrepreneurship Professor of Management Science & Operations
London Business School
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KAMALINI RAMDAS
“I used to draw like Raphael. It has taken me a lifetime to learn to draw like a child.”
- Pablo Picasso
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KAMALINI RAMDAS
Let’s first look at three more widely held beliefs about innovation and how they are being challenged
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KAMALINI RAMDAS
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KAMALINI RAMDAS
Does higher quality or wider access imply higher cost in your current
service model?
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KAMALINI RAMDAS
Innovation in Services
Copyright Ramdas, Teisberg & Tucker 2012
ValueValue
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
ValueValue
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
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KAMALINI RAMDAS
INTERACTION
NE
ED
FO
R
CO
MM
UN
ICA
TIO
N A
MO
NG
P
RO
VID
ER
S
VALUE TO CLIENTS OF SHARED EXPERIENCE OR INFORMATION
Many providers to one clients at a time
Many providers to many clients at once.
One provider to one client at a time.
One provider to many clients at once.
LOW HIGH
LOW
H
IGH
Copyright Ramdas, Teisberg & Tucker 2012, Harvard Business Review, December 2012
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KAMALINI RAMDAS
BOUNDARY
CLI
EN
TS
’ US
E O
F P
RE
DIC
ATA
BLE
CLU
ST
ER
S
OF
CO
MP
LEM
EN
TAR
Y
SE
RV
ICE
S
DIFFICULTY ACCESSING OR USING SHARED COMPLEMENTARY SERVICES
Coordinate complementary services for clients.
Integrate complementary services.
Complementary services do not limit clients’ success in predictable patterns.
Help clients identify the best providers of complementary services.
LOW HIGH
LOW
H
IGH
Copyright Ramdas, Teisberg & Tucker 2012, Harvard Business Review, December 2012
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KAMALINI RAMDAS
Reuters Market Light Information Service
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KAMALINI RAMDAS
You need to rethink the delivery of your service if:
• There’s too much paperwork • Everyone hates IT • Informal communication is purely social • Employees and customers use dark humor
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KAMALINI RAMDAS
Innovation in Services
Copyright Ramdas, Teisberg & Tucker 2012
ValueValue
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
ValueValue
One-on-One
One-on-Many
Many-on-One
Many-on-Many
Virtual
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KAMALINI RAMDAS
Combining multiple dimensions can result in innovations that improve quality AND
reduce costs
Move from the tyranny of OR to the opportunity of AND
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KAMALINI RAMDAS
Still need to go from free form brainstorming to a single service concept
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KAMALINI RAMDAS
The journey to a final service concept
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KAMALINI RAMDAS
“Design products for people you love, never for people you don’t know”
Herman Miller design philosophy