InnovationWikipedia defines innovation as a new way of doing something or "new stuff that is made useful". It may refer to incremental and emergent or radical and revolutionary changes in thinking, products, processes, or organizations. (ref http://en.wikipedia.org/wiki/Innovation)
Few people would disagree that Apple is one of the most innovative companies of our time but what is it about Apple that makes them so innovative. Taking a look at the iPod as an example, they did not invent the concept of the multi-media player, what they did is developed a product which was significantly superior to all others on the market. On top of that, they owned the complete service, from iPod registration to media downloads through their iTunes application, thus controlling the entire user experience. Apple made the whole user experience easy. So the iPod was a great replacement for whatever portable multi-media player people owned at the time. How did they achieve this innovation?Apple has always appealed to users through the user experience, even from the early days of the first Apple computers. This focus has been the legacy of Steve Jobs. Apple ensure they put they analyse the user experience from the user's perspective and the way they identify user experience is through Moments of Truth. Moments of Truth can be defined as any interaction a customer has with an organisation, whether it be person to person, person to system, system to system, system to person or person to product.
The CEMMethodThe analysis of moments of truth is one of the most effective ways of quantifying user experience. The term 'Moment of Truth' was first articulated as part of a management philosophy by a man named Richard Normann and was made famous by Jan Carlzon, Chief Executive Officer of Scandinavian SAS Airlines from 1981 - 1994. Under his leadership, SAS emerged from deficits to profitability, improved services, and enhanced its market position by becoming a customer-oriented company organized for change.
The same techniques used by Apple and SAS are available to you through the CEMMethod. So if you are looking for innovative ideas in you company, our consulting and training services provide you with the techniques to innovate, align, optimize and increase the performance of any process or service. See also Previous - process improvement opportunities Next - reduce business costs See our methods here. |
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