ISS 2020 Vision Future of Service Management | Página 108

Radical
innovation
Large incremental
innovation
Small incremental
innovation
Continuous learning
Top-down innovation
Best practice innovation
Site-level learning
Figure 43: Categories of service innovation (Source: ISS, 2011)
Innovations can occur at any level in the organization, yet, in practice, the day-to-day
operations and decision making at the site-level make it difficult to pursue radical change –
only small incremental innovations. 133 In contrast, larger, more strategic innovation projects
typically occur above the site-level. FM service providers should seek to pursue various types
of service innovation that draw upon different origins within a durable innovation process
that involves identification, conceptualization and deployment. Service managers in FM must
actively work to integrate these interrelated and parallel processes so they come together
to form a cohesive organization structure, with innovation and creative planning at its core.
7.4 Service touch points: Innovative interfacing & distributing service gateways
First and foremost, service providers should embrace the shift from touch points to journeys.
While touch points themselves are important, their place within the entire user journey and
their impact on the service experience is of the upmost important. Service organizations must
work to embed and integrate the appropriate technologies into the service provision in order
to add value and help create a smooth user experience. It is equally important to provide the
right platforms and channels to empower users, as it is to leverage technologies effectively to
create scale and reduce costs. Yet, the challenge in FM is managing and coordinating touch
points through the effective use of information communications technologies (ICT). More
specifically, navigating the virtual-physical and dynamic-fixed dichotomy – aspects that are
generally beyond the control of the FM manager today.
We associate our workplace with the tools we use: computers, phones, software, printers,
etc. However, in an increasingly digitised world, our tools will also become digitised and we
may want to cease being rooted in devices. Data and software in the cloud can be accessed
anywhere on any device – at home, at work, or in a hotel or airport, etc. FM service providers
133 Andersen, M., and Queck, P., Service Innovation in the Facility Management Industry, ISS White Paper, ISS World Services,
2011.
106
Individual acts of
learning