The roles of NSD performance and standardized service development processes in the performance of micro, small, and medium-sized enterprises

2022 ◽  
Vol 139 ◽  
pp. 56-68
Author(s):  
Tadhg Blommerde-Winters
Keyword(s):  
Service Development ◽  
Development Processes

scholarly journals DEVELOPMENT OF NEW SERVICES IN SMALLER ORGANISATIONS: THEY DO JUST HAPPEN

2012 ◽  
Vol 01 (07) ◽  
pp. 91-99
Author(s):  
Patrik Gottfridsson
Keyword(s):  
Real Life ◽  
Service Development ◽  
Actual Process ◽  
Formal Models ◽  
Small Companies ◽  
Conventional View ◽  
Market Launch ◽  
Development Processes ◽  
Conventional Models ◽  
Planning Development

The aim of this study is to investigate how new services are actually developed in real life in small companies. Although conventional models of service development emphasise the importance of formal and structured processes, it is unclear whether most service development really is conducted in this way, and whether these formal models might merely represent theoretical structures that have been retrospectively imposed on the actual process. In particular, it is unclear whether the conventional view of formal and structured processes is applicable to smaller organisations with fewer employees. The present study therefore presents the findings from in-depth case studies of service development in eleven small Swedish companies. The study concludes that that it is difficult to identify any clear intention to pursue formal development processes in the companies studied here. Rather, service development could generally be described as ‘unstructured’ in all phases (planning, development, and market launch). Moreover, these phases overlap and impinge on one another in a flexible, unstructured, and informal manner. The study examines and explains the reasons for this generally unstructured approach to service development in smaller firms.

scholarly journals Service Innovation and Customers’ Involvement in Service Industry in Kosovo

2014 ◽  
Vol 4 (1) ◽  
pp. 169
Author(s):  
MSc. Vjosa Mullatahiri
Keyword(s):  
Service Industry ◽  
Service Providers ◽  
New Product ◽  
Service Development ◽  
Economic Power ◽  
Technological Changes ◽  
New Service Development ◽  
New Developments ◽  
Development Processes ◽  
The Cost

New developments in the economic arena and rapid technological changes have shifted the economic power from company to customer. As a result, companies changed their approach toward customers’ involvement in new product and/or service development.Usually, innovations are driven by inventions. But not all inventions are successful innovations. Hence, to be successful, inventions should be explored to meet customer needs and demands, and commercialized to make the company profitable (DTI - Occasional Paper No 9, 2007). According to Lowe and Marriott (2006) the innovation is a process of creating and transforming products, services, and organizational processes that are crucial for companies who want to compete in a highly dynamic and competitive market.In this regard, the paper aims to explore the interrelation between market and innovation in services industry, whilst analyzing both customers’ impact in new service development (NSD) and Kosovo’s service providers approach in including customers in service development processes.The findings highlight an increased customer power over the NSD processes as a result of their demand and unwillingness to bear the cost of or experiment with new, untested services. Given these developments service providers have started to change their approach of creating and transforming services, namely by involving customers in the service design and development processes, in order to stimulate interest for using and willingness to pay for new service.

scholarly journals Representing the ‘Voice’ of Patients: How Third Sector Organisations Conceptualise and Communicate Experiential Knowledge in Health Service Development

2020 ◽  
Author(s):  
Marjaana Jones ◽  
Piia Jallinoja ◽  
Ilkka Pietilä
Keyword(s):  
Health Services ◽  
Public Involvement ◽  
Third Sector ◽  
Patient And Public Involvement ◽  
Knowledge Bases ◽  
Experiential Knowledge ◽  
Service Development ◽  
Individual Interviews ◽  
Third Sector Organisations ◽  
Development Processes

AbstractThe growing prominence of patient and public involvement in health services has led to the increased use of experiential knowledge alongside medical and professional knowledge bases. Third sector organisations, which position themselves as representatives of collective patient groups, have established channels to communicate experiential knowledge to health services. However, organisations may interpret and communicate experiential knowledge in different ways, and due to a lack of inherent authority, it can be dismissed by health professionals. Thus, drawing on individual interviews with organisation representatives, we explore the definitions and uses of as well as the ‘filters’ placed upon experiential knowledge. The analysis suggests that whilst experiential knowledge is seen as all-encompassing, practical and transformative, the organisations need to engage in actions that can tame experiential knowledge and try to balance between ensuring that the critical and authentic elements of experiential knowledge were not lost whilst retaining a position as collaborators in health care development processes.

Service development in small companies: a communication and learning process

2014 ◽  
Vol 21 (3) ◽  
pp. 489-504 ◽  
Author(s):  
Patrik Gottfridsson
Keyword(s):  
Design Methodology ◽  
Qualitative Method ◽  
Development Process ◽  
Service Development ◽  
Small Companies ◽  
Content Type ◽  
Traditional Service ◽  
Development Processes ◽  
Development Area ◽  
Development Literature

Purpose – The purpose of this paper is to improve the understanding of how individually designed services are actually developed in small companies. Design/methodology/approach – This study focuses on a small number of enterprises over a relatively long period. The study has been using a qualitative method based on repeated interviews. Findings – The findings in this study show that there is no such thing as formal and/or structured development processes within the companies that were studied. The development process is more focused on how to, in an informal way, get hold of knowledge and other resources that are needed in order to create the new service. The development process can therefore be described as an intellectual and interactive process that involves cooperation within and between a changing set of actors and intervening parties, who all strive to create the knowledge that is needed in order to form new service offerings. Originality/value – The main contribution of this study is to bring new perspectives into the service development area, and thereby highlight other aspects that the traditional service development literature has been focusing on, i.e. intra-organisation service development.

Constraints of Service Development within the Medical Device Industry: A Preliminary Study

2012 ◽  
Vol 433-440 ◽  
pp. 733-739
Author(s):  
Linda Ryan ◽  
David Tormey ◽  
Perry Share
Keyword(s):  
Medical Device ◽  
Technology Leadership ◽  
Service Development ◽  
Regulatory Requirements ◽  
Medical Device Industry ◽  
Device Development ◽  
Service Creation ◽  
Complex Development ◽  
Development Processes ◽  
Device Industry

Cost, quality and technology leadership are no longer sufficient for businesses to secure critical advantage. Instead, differentiations are being provided through the supply of innovative services, which can rapidly develop into a firm’s unique selling proposition. However, although services can provide additional competitive advantage, the inherent differences between product and service can cause difficulty in the effective integration of the two processes. Services are dominated by intangible elements which can be difficult to perceive and quantify. Within the medical device industry, the growing focus on usability, patient safety and increasing regulatory requirements has further complicated the already complex development process. In order to meet regulations, development is undertaken within strict boundaries to produce tightly controlled outputs. It can be seen that there is an incongruity between the nature of medical device development and the service development processes. This paper explores the constraints and inhibitors of service creation within the context of the medical device industry. Service innovation and its application is discussed. Difficulties in the addition of a service element and their potential solution within a medical device context are explored.

scholarly journals Developing content to promote desistance in men who have committed intimate partner violence in same-sex relationships

2019 ◽  
Vol 11 (2) ◽  
pp. 96-113
Author(s):  
Jason Morris ◽  
Charlotte A Gibbs ◽  
Omolara T Jonah ◽  
Sinead Bloomfield ◽  
Paul H Weatherstone ◽  
...  
Keyword(s):  
Intimate Partner Violence ◽  
Digital Media ◽  
Partner Violence ◽  
Male Partner ◽  
Intimate Partner ◽  
Service Development ◽  
Stakeholder Consultation ◽  
Marginalised Groups ◽  
Development Processes ◽  
Probation Service

This article provides an overview of service development processes used to design a therapeutic approach that promotes desistance amongst men who have committed acts of Intimate Partner Violence (IPV) against their male partner or ex-partner. The article aims to explore how inclusive therapeutic service provision can be developed using the best available evidence, stakeholder consultation, co-production and technology. It does so by presenting a two-part study that draws upon a review of inclusive IPV theory alongside responses to a consultation designed to canvas stakeholder opinions (n = 14) of a proposed IPV service. It also provides a case study (n = 1) of the co-production of digital media with someone from the target group for that service. Implications for future service design for marginalised groups in the Criminal Justice System and provisions for people who have committed IPV are discussed. This article represents the views of the authors’ and not those of Her Majesty’s Prison and Probation Service (HMPPS).

Business Products and Services

2011 ◽  
Author(s):  
Chris Fill ◽  
Scot McKee
Keyword(s):  
Life Cycle ◽  
Technology Adoption ◽  
Product Life Cycle ◽  
High Technology ◽  
Service Development ◽  
New Service Development ◽  
Business Markets ◽  
Technology Markets ◽  
Product Service ◽  
Development Processes

This chapter considers the various issues associated with managing products and services in business markets. Business products can be classified according to the degree of standardisation and customisation that the organisation decides to offer. It is important to establish this view before considering how organisations might develop strategies to manage their product/service offerings, both established and new. Attention is given to the product life cycle before examining issues concerning the new product and new service development processes. This section concludes with a consideration of the technology adoption life cycle, appropriate in high technology markets.

Knowing poverty: Social workers’ perceptions of poverty knowledge

2021 ◽  
pp. 146801732110321
Author(s):  
Roni Strier ◽  
Hani Nouman ◽  
Nurit Kantarovich
Keyword(s):  
Social Workers ◽  
Social Services ◽  
Social Inequalities ◽  
Knowledge Development ◽  
Service Development ◽  
Service Users ◽  
Research Knowledge ◽  
Development Processes ◽  
Work Education ◽  
Global And Local

Summary Given the global and local social inequalities and the complex life circumstances of people living in poverty, social workers are called upon to broaden their knowledge with the purpose of developing social services that respond to the needs of this growing population. However, very little research has been done on the kind of knowledge that social workers require in order to care for this population. The present article focuses on the epistemological aspects of service development for people living in poverty and reviews three main issues: What is “poverty knowledge,” where does it come from, and what are the barriers to and opportunities for its development? These questions are investigated through a qualitative paradigm among social workers employed in Israel’s public social services. Findings Findings reveal a profound epistemological controversy about what poverty knowledge means: Is it objective, consistent, readily available, and transferrable knowledge, or is it a dynamic and reflexive process affected by a great number of fluctuating contexts? Findings stress the dominance of positivist views of poverty knowledge, mostly derived from practice while other sources of knowledge development, such as service users’ local knowledge, theory, and research knowledge were seen as less relevant to their needs. Applications Practical recommendations are offered relating to the need for poverty knowledge development processes in social services as well as in social-work education through collaborative, contextual, and reflective learning with and from service users and other stakeholders.

scholarly journals The co-creation experience from the customer perspective: its measurement and determinants

2015 ◽  
Vol 26 (2) ◽  
pp. 321-342 ◽  
Author(s):  
Katrien Verleye
Keyword(s):  
Design Methodology ◽  
New Product ◽  
Customer Experience ◽  
Service Development ◽  
Content Type ◽  
Customer Heterogeneity ◽  
Customer Perspective ◽  
Development Processes ◽  
The Impact ◽  
Insight Into

Purpose – Companies increasingly opt for co-creation by engaging customers in new product and service development processes. The purpose of this paper is to provide insight into the customer experience in co-creation situations and its determinants. Design/methodology/approach – The conceptual framework addresses the customer experience in co-creation situations, and its individual and environmental determinants. To examine the degree to which these determinants affect the customer experience in co-creation situations, the author starts by proposing and testing a multidimensional co-creation experience scale (n=66). Next, the author employs an experiment to test the hypotheses (n=180). Findings – Higher levels of customer role readiness, technologization, and connectivity positively affect different co-creation experience dimensions. The impact of these dimensions on the overall co-creation experience, however, differs according to customers’ expectations in terms of co-creation benefits. Therefore, the author concludes that the expected co-creation benefits determine the importance of the level of customer role readiness, technologization, and connectivity for the co-creation experience. Originality/value – This research generates a better understanding of the co-creation experience by providing insight into the co-creation experience dimensions and their relative importance for customers with different expectations in terms of co-creation benefits. Additionally, this research addresses the implications of customer heterogeneity in terms of expected co-creation benefits for designing co-creation environments, thereby helping managers to generate more rewarding co-creation experiences for their customers.

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