Jennifer Wilby – författare

Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information.

The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT.

The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation.

This book expands the foundations of general systems theory to enable progress beyond the rich heuristic practices available today. It establishes a foundational framework for the development of scientific transdisciplinary systems principles and shows how these can amplify the potential of individuals and teams working in multi-, inter- and transdisciplinary contexts or striving to translate their progress across disciplinary boundaries. Three general scientific systems principles are presented, and their relevance to the design, analysis, management and transformation of systems is explored.

The material presented in this book includes comprehensive models of the structure of systemology as a disciplinary field, the structure and significance of the general systems worldview, and the role of general systemology as the heart of systems science, systems engineering and systems practice. It explains what a fully-fledged general theory of systems would look like, what its potential is, what routes are available to us to develop it further, and how to leverage the knowledge we have attained so far.

Many examples and analogies show how general systemology has the potential to enable scientific discovery, insightful theory building, and practical innovation in all the disciplines as they study, design, nurture or transform complex systems. This book is essential reading for anyone wishing to master the concepts, terminology, models and strategies needed to make effective use of current general systems knowledge and to engage in the further development of the philosophy, science, and practice of general systemology.