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Innovation and Design

Raising the design game to succeed in Outcome Based Services

The Historical context 50 years ago most companies that made stuff had a product focus sometimes known by academics as Goods Dominant logic, in which tangible products were sold. Now more and more business are moving to delivering outcomes under a Service Dominant logic approach. The change is profound! This […]
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Mobile Apps: A bridge to monetising a world of connected things

The key to monetising the Internet of Things (IoT) and Big Data is not to focus on the technology itself, but the impact on customers’ business processes and business model. However, many companies do not find it easy to imagine how their business model might change. Many are lost in […]
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Ecosystem Thinking to develop Advanced Services

Delivering advanced service propositions can be daunting as they stretch beyond core capabilities 1. Ecosystem Thinking to deliver complex new service offerings In todays connected world, we think less about products and more about solutions and outcomes. Relationship, network and ecosystems are increasingly replacing traditional transaction and supplier thinking. Companies […]
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SIX strategies to maximise value from products, services and disruptive technologies

Many companies struggle to extract full value from the products, services and the opportunities offered by new connected technologies such as the IoT.   For example I am always amazed at how many managers when asked to describe their value to customers, respond with bland phrases such as we are […]
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Five Innovation Patterns to discovering new data driven services

As businesses begin to embrace the opportunities offered by the IoT, digitilisation and analytics, many are unsure what they are going to do with all that information.   Within product related service businesses, most of the thinking is centred on driving out cost through remote diagnostics and services. But this […]
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Advancing technology and changing market conditions have contributed to an accelerating evolution of business models, many of them service-based.  As industrial companies try to deal with digitization and disruption and stay ahead of the competition through improved performance, many regard business model innovation as a key priority.

While strategies are plans of action to deliver on objectives, business models set the framework for how a company generates, delivers and monetizes value. They are formed through strategic action, but once designed and deployed, they set constraints for strategy and implementation. Good business models are logically consistent, self-reinforcing and robust. Nevertheless many new models either fail or don’t reach their full potential, as their designers do not sufficiently appreciate customer value perceptions or buying behavior. Similarly, they often misjudge their models’ economic effects, scalability and risks; But predicting how new models will perform in competitive environments is difficult.

Developing and deploying service-based business models is a complex undertaking. It usually entails significant changes to offerings, value propositions and the nature of customer relationships. It encompasses different value chain structures and unfamiliar risks. A different business model usually requires the development of new or additional operational capabilities and even changes in organizational set-ups with substantial impact on incentives, management systems, required mindsets and culture. Most of all however, service-based business models require a change in the approach to design of offerings to encompass not only products, but the complete service surround, the customer interaction and experience and the value creation process.

We help companies develop and implement service-based business models, from initial market research to design and full deployment. Our experience in diverse service markets and industries, provides us with a unique perspective on trends, technologies and customer demands, as well as a solid understanding of potential pitfalls and risks. Our engagements range from short, focused interventions to comprehensive and sustained support, including re-designing the innovation process and structures in the organization with the purpose of spurring innovation driven growth and market leadership.

Ideation and Commercialization
Business Model Design
Value Proposition Design

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  • Strategy
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    • Lean Six Sigma Service Management
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