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Service Management Leadership Podcast
Service Management Leadership - Is it Innovation or Improvement?
Nov 16, 2023
Jeffrey, founder of Service Management Leadership, discusses the tension between innovation and improvement in organizations. He explores how to differentiate between doing things differently for innovation and improving existing processes. The podcast delves into the thin line between true innovation and incremental improvements in service management, contrasting approaches of traditional companies with innovative ones.
06:57
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Quick takeaways
- Innovation involves doing things differently, while improvement focuses on enhancing existing processes.
- Leaders in organizations are often recognized for operational efficiency, but true innovation requires upfront costs and long-term vision.
Deep dives
Innovation vs. Continual Improvement
The podcast discusses the tension between innovation and continual improvement within organizations. While innovation involves doing things differently or using something in a new way, continual improvement focuses on making existing processes better. The speaker provides an example of automating aspects of a service management organization, highlighting that such automation, despite being beneficial, falls more under continual improvement than true innovation.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode