Master Teses Presentation

AIM OF CSI: WHAT WE WILL BE MEASURED BY

CSI aims to increase the quality, efficiency, and commercial success of innovation activities at leading Norwegian service providers and enhance the innovation capabilities of its businesses and academic partners- Annual report 2013

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The four main themes – short description

BUSINESS MODEL INNOVATION (BMI)”A business model describes the rationale of how an organization creates, delivers, and captures value, in economic, social, cultural or other contexts.” (Osterwalder, et al, 2010)

We define BMI as any change in how an organization creates, delivers, and captures value. We are specifically interested in alternative forms (e.g. virtual, agile) of organizing value creation and value capture, and how a fast-paced business landscape, impact the firm’s value proposition, financial performance, and organizational structure and processes.

MANAGING AND ORGANIZING FOR SERVICE INNOVATION AND TRANSFORMATION (MOST)“Change management is an approach to transitioning individuals, teams, and organizations to a desired future state” (Kotter, 2011)

We define management, e.g. CEOs, leaders of BU, or functional leaders, who enlist the aid and support of others in the accomplishment of an organization’s focus on and culture for service innovation. We define “future state” as 1) service centric and 2) innovative. We are thus specifically interested in transformation and leadership toward a customer- and service centric organizational culture enabling service innovation.

SERVICE DESIGN AND CUSTOMER EXPERIENCE (SD&CE)Service design is the activity of planning and organizing resources in order to improve quality and experiences in the interactions between a service provider and customers. It involves organizations in multi-disciplinary, cross-functional learning cycles to explore contexts and new combinations of resources to achieve measurable outcomes (inspired by SDN and L. Kimbell 2014).

We are specifically interested in advancing SD thinking, how value of increased customer experience can be measured, and how SD-thinking can be used to create a service-centric organization. We are cognizant that SD is encompassing the other three research areas.

SERVICE INNOVATION ECONOMICS (SIE)Return on Innovation is a performance measure used to evaluate the efficiency of innovation investments or to compare the efficiency of a number of different innovation investments.

We are specifically interested in defining key innovation KPIs, service productivity, the effects (market and organizational) of allocating resources to defined innovation areas, and the impact of service innovation on firm value.

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