This book has four main parts. Each part serves as a prerequisite
and drives the next part. Knowing what your customer needs is key
to lay a strong insight foundation. Building on these insights,
innovation management is both an art and skill to ensure good
balance between timing and resource. Innovation, both product and
service, is not a one-off event. It needs a life of its own,
breathing and growing. Investing in your most valuable asset -
employees, sometimes overlooked by many executives, will only bring
to life those service innovations built from the insights. To
continue innovation within the organization, It must be embedded
into the organizational culture through change management, measured
and rewarded. A balanced scorecard will keep track that we are not
just financially successful but at the same time achieve overall
business success, which includes customers, processes and employee
talents.
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