Service Innovation
Establish service innovation strategies and develop operating systems, policies and processes to support service excellence and innovation
Type
Functional
Competency Area
Service Innovation Culture
Levels
Enable service staff to generate ideas that contribute to service innovation
Recognise the importance of service innovation in the organisation
Generate potential service innovation ideas to transform the customer experience
Evaluate potential service innovation ideas according to organisational evaluation criteria
Present mock-up of service innovation ideas to stakeholders
Implement service innovation ideas in the organisation
Involve team members when planning to implement service innovation ideas
Acquire resources required for the implementation of service innovation ideas
Collect and analyse information on the effectiveness of implemented service innovation ideas
Review implemented ideas to make improvements
Develop and implement new products or services innovation
Assess customer’s needs and expectations to develop new products and/or services
Innovate product or service offerings to respond to customer’s needs and expectations
Evaluate product and/or service developed to ensure that it is in line with customer’s needs and expectations
Design, innovate and translate the desired customer experience
Interpret customer intelligence to determine desired customer experience
Innovate the desired customer experience in line with the organisation’s vision, mission and values
Translate the desired customer experience into a service operations plan
Evaluate impact of desired customer experience