Innovation happens in many places and has many faces. Enterprises are required to nurture internal processes that work in sync like ecosystems to encourage front line intelligence to feed ideas through to management so that services, products, processes and teamwork ensues collaboratively to deliver benefits to the Value Chain. This requires effective team work and a supporting methodology that aims to treat your team more like an agile soccer team if you think about it so that anyone can effectively take control of the ball and score the goal.
In the book “Competing Against Luck: The Story of Innovation and Customer Choice” by Harvard Business School professor Clayton Christensen; the core concept of the “Job To Be Done” theory is introduced which is hugely relevant for enterprises wanting to leverage collaborative team work in creating value. The theory stresses that in order to drive organisational product, service and process excellence; we need to focus on alleviating the forces of anxiety, inertia, substitution and resistance across both the customer and employee value chain. Christensen articulates a mechanism to achieve this by firstly creating “specs” that define what outcomes and values are required in order to lead to customers or employees firing old methods, solutions, products and services and adopting new ones. In doing so, the product development team (as an example of a department vested with solving consumer problems) will be satisfied as they have induced consumer adoption either by bringing non-consumption into consuming contexts or working on incremental product and service innovation. Christensen states that “The circumstance is fundamental to defining the job (and finding a solution for it), because the nature of the progress desired will always be strongly influenced by the circumstance”.
This is important as traditionally, managers usually follow one of four primary organising principals in their innovation quest (or some composite therefore) being product attributes, customer characteristics, trends and/or competitive response. The challenge here is that these are not bad or wrong but they are essentially sampling of the most common and are insufficient and therefore not predictive of customer behaviours. In this article, I allude to how the Bioteaming action rules across the Organization, Execution and Connectivity Zone facilitates the dynamics required to solve the ‘job to be done’.
Continue reading “Customer Intelligence and Teamwork Drive Innovation”
Max is a Bioteaming Practitioner, Author, Strategic Innovation and Change Management Consultant.
