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6 - 594f10 - GlobalInnovation Management Chapter6:Service...

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  Global Innovation Management Global Innovation  Management Chapter 6: Service  Innovations
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  Global Innovation Management Growth of Services In the US, manufacturing employment will drop 5% and goods- producing industries will decline to 13% by 2014 This reflects a global trend stemming from the relentless  exponential increase in manufacturing productivity (see Chapter  9) Globally, service workers now outnumber farmers for the first  time in history A study the ten largest non-energy firms in the U.S. in 2005 saw  65% of 2005 revenues and 85% of 2005 profits from services Despite the greater challenges in service industries, these  numbers underline the importance of corporate investment in  service innovation.
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  Global Innovation Management Service Innovation Slick, user-friendly products usually come to mind when  consumers and corporations think of innovation Leading companies, innovation consultants, and academic  researchers have expanded their definition of innovation  from products  to services  This started with the service nature of many of the dot-coms in  the late 1990s Over the next decade, services are expected to eclipse products  as the main venue for innovation. 
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  Global Innovation Management The Economy in General is Moving to Services
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  Global Innovation Management Service Jobs The growth of innovation in the 20th century was intimately tied to the  growth of the service worker Often these tasks were deskilled and formalized:  jobs that previously required specialized skills were structured and  standardized so that they can be given to the lowest cost worker For example, a hamburger stand in the 1950s would have depended on  the speed, judgment and skill of a short order cook to satisfy customers’  orders A modern hamburger stand would limit the menu, purpose-build kitchen  equipment for specific items, allow cooks and order takers to change  jobs at a moments notice, and generally minimize any specialized  knowledge needed for any specific task Even communication would be standardized around polite, pre-scripted  phrases: “Welcome to our restaurant, may I take your order:” 
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  Global Innovation Management Parallels in the Scientific Management of Fred Taylor Fred “Speedy” Taylor father of the stopwatch-and-clipboard approach to factory management  cut the cost of Henry Ford’s Model T in half  yielded similar gains for Isaac Singer (sewing machines) Cyrus McCormick (reapers),  and Samuel Colt (firearms) Taylor’s  ideas  about the production of cars  replaced   materials, labor, and  overhead
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