Quality-Oriented Risk-Management-Approach for Service Innovations

Services offer a great innovation potential due to their adaptability to individual customer problems. Though, many companies meet the challenge to consider customer-driven innovation ideas in a way that market-ready services match the customers’ needs. As a result, a significant number of industrial service innovations fail and the required level of service quality and productivity cannot be assured constantly. Instruments are needed, which allow for identifying, analyzing and evaluating the risks and opportunities that come along with the development of innovative services. Therefore an approach has been developed that allows companies in a simple way to identify, analyze and evaluate potential risks that arise in the implementation of innovative ideas. Thus companies are enabled to decide on a profound basis, which innovations are promising to be successful in the market and should be prioritized. Furthermore the identified risks can constantly be considered during the service engineering process, the service implementation and the service delivery.