Developing and Implementing Innovation

The Latin root, nova, in the word innovation means new.

Innovation has shaped our human society and daily lives throughout the ages. Without innovation, there won’t be electric lamps to provide light to our homes and workplaces, long distance-call would not be possible, air travel would have taken days and not hours to far reaching destinations, wireless communication would not exist, and the convenience of online purchases probably a figment of imagination. We won’t have the Internet, iPod, iPhone, iPad, GPS, industrial robots, solar energy-generating arrays today.

The world that we live in is constantly changing. It is changing at a very rapid rate. And change is unstoppable. Today’s solutions will be replaced by far more superior alternatives faster – unlike anything history has ever seen – within a few short years if not months. If companies do not innovate, they may be successful with its current products or services but for only a limited time before they are eventually displaced by competition or disruptive technologies.

Innovation takes place almost everywhere. If we look around us carefully, we will find it prevalent in technology, processes, services, marketing and distribution, and supply chains. We can even find it in business models adopted by very successful companies.

We have seen how economic growth was achieved in the past on the back of technological innovations in semiconductors, biotechnology, the Internet, and telecommunications. The next big wave may see innovation in energy technology. The low manufacturing costs of paints, chemicals, petroleum-based products, glass, sheet metals and assembled goods are the result of continuous process innovation over many years that have reduced assembly steps, labor costs and improved reliability. Viral marketing, overnight delivery service, and direct distribution via the Web are all based on innovations in marketing and logistics. And just-in-time supply system assures goods are on the shelf when people want them eliminating costly stockroom inventories and delays.

In business models, Apple found a whole new approach to generating revenue through iTunes downloads of music files, films, and audiobooks. Dell, through an innovative business model, customizes and sells directly to retail customers cutting out the middlemen. Amazon’s e-book, Kindle, is a new model for generating revenues from text content.

Innovation’s starting point is creativity. There must first be creative ideas before we get innovative solutions. Hence, creativity is the fuel that sparks innovation. Only ideas that are commercialized become innovation.

The challenge confronting business leaders today is how to generate creative ideas for their businesses? How to move from ideas to bringing their innovation to the market? How to combine their innovation with a strategic plan that can move their companies forward?

The answer lies in the leadership that is needed to take the effort through idea generation, working through creative groups, recognizing and seizing opportunities, garnering the necessary support, testing it for business potential, placing strategic bets, managing their risks, positioning for market entry, whilst at the same time ensuring strategic fit.

How To Handle Receiving Critical Feedback

Firstly, what is critical feedback?  The Webster’s dictionary defines it as “the act of criticizing unfavourably.”

Most of us would prefer to give than to receive it. We find receiving it difficult perhaps because it is often viewed as something totally negative: someone has just expressed a view that is contrary to our beliefs or judgment implying we could be wrong and, as a result, that we may be seen in a less-than-positive light. We are also hurt most by critical feedback that questions our integrity and job performance.

Yet critical feedback can be constructive if properly given and received. It provides us information as to what is working and what is not. So if you are at the receiving end of critical feedback, it may not be wise to simply shut out.

Know that there are basically three types of critical feedback: valid, unjustified and simply a difference of opinion. As humans we are not perfect and we do make mistakes in which case the critical feedback would be valid and we would need to take corrective action. Sometimes, we may fall short of someone else’s expectations which are not communicated to us ending up with them disappointed in which case the critical feedback may be unjustified but would still require some sorting out. Yet there may be times where the critical feedback given may simply indicate a difference of opinion.

As a response to critical feedback, first overome our natural instincts that may cause us to over react such as counterattacking and becoming defensive. Next, assess how the critical feedback was given, the intention behind it, and how valid you believe it to be. Finally, decide on what action, if any, you want to take with the feedback.

Service Excellence – Release Your Service Mindset

Fundamental to delivering service excellence is a belief in people and their indisputable power of serving others. We are not referring to the power over others. Rather, we are talking about the effect you can have on others through your actions of relating or responding to them for a positive outcome. 

There is nothing wrong with serving or learning to serve others. Learning to feel and care for others. In fact, it is a virtue to be cherished.  Perhaps we have had too much of a good life that we have forgotten about others around us other than ourselves. If you like to be served, as many of us do, do you not think others would love to have you do the same for them too? 

It is not impossible for us to excel in service. Afterall, we are a people known for our obsession with world class practices, across all industries and institutions, and have done well in many of these areas. It will be sad if we come this far with our hardware but void of the other heartware. Wouldn’t it be nice to have foreign friends and visitors say our country is “warm, friendly and hospitable” instead of the usual just “clean and green city”? Equally important is to also extend service excellence to our own kind so that we grow into a more gracious and caring society. 

Wherever you are, wherever you go, you can choose to create the ideal environment for interaction that creates a positive experience for you and others around you. Having that mindset will shape your attitude and determine your response. Your tone of voice will be more positive and engaging. You will be ready to listen and will come across as caring and concern. You will begin to smile more often. 

Remember that service is interaction between two or more people. It is about building relationships between you and others. You can make the choice to respect the other person and treat her as you would have her treat you, and your attitude and behaviour will naturally reflect that commitment.

Service Taboo – Putting Customer On Hold

Have you ever been put on hold or kept waiting when you called a company? How did you feel as a customer?

This is a sure killer. If your corporate music or marketing message comes on while your customer is on hold, your customer will become delirious.

Recently, I called XYZ for a cab to make a booking as I needed to get to a downtown office for a very important meeting with a client. When I got through and before I could say five words, I was put on hold. An automated voice came on, “Thank you for calling XYZ. All our lines are busy at the moment. Your call is important to us. Our service representative will attend to you shortly. Please hold.”

This message was repeated eight times as I was kept waiting for more than two minutes. I hung up and made a fresh call. The same thing happened again! Guess what? I simply hung up and called another company!

Did the company really value their customer call as important? Was that a good customer experience for me? You know the answer. Am I likely to forget especially when this has happened before with the same company? Not likely. In fact, you can be sure I will tell many other people about this bad experience.

Businesses need to remember that when a customer is put on hold for ten seconds, it probably is too long a wait. If the customer is kept waiting for longer, it will certainly feel like an eternity. Customer-centric organizations know the importance of setting service standards and meeting or exceeding them.

Delivering Service Excellence

We are pleased that the Army Fitness Centre, SAF, invited us to deliver the topic to their staff members recently on March 3, 2011. Our Robert Chew presented to an appreciative audience that packed the auditorium at the Pasir Laba Camp. See their comments on the testimonial page.

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