Open Services Innovation: Rethinking Your Business to Grow and Compete in a New Era

Chapter 6. OPEN SERVICES INNOVATION IN LARGER COMPANIES

This chapter looks at how services innovation is done by some organizations that have had real successes. In virtually every case, this success was born out of a series of challenges, failures, and experiments, for there is no easy way to innovate in services. It is hard work that brings with it risk, investment, and sometimes a little luck. Nevertheless, important lessons can be learned from companies that have been through this process and achieved success.

The organizations featured in this chapter come from a range of industries: copiers, airlines, industrial products, and financial services. I made these choices because the key learnings in services innovation are not, in my experience, ...