Alam: removing the fuzziness from the fuzzy front-end of service innovations through customer interactions
10 important questions on Alam: removing the fuzziness from the fuzzy front-end of service innovations through customer interactions
A service manager can make the fuzzy front-end a lot less fuzzy by interacting with customers. What is Alams contribution to this managers?
There are 3 problems in the customer interaction according to Alam. Describe them and provide a solution?
2 Identification of the appropriate individuals for interaction (difficult because inside firm knowledge was necessary)
3 Lack of cooperation and commitment by customers (no fully commitment because lack of tangible benefit)
> To improve the interaction: stay focused on a limited/homogenous projects and use specfic goals.
What are the characteristics of the customers invited for interaction according to Alam?
2 Lead user
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What are the advantages according to Alam of customer interaction?
And when the front-end stages are more efficiently managed the speed in the development process could be increase.
According to Alam in the case of more complex business services, front-end stages are conducted through an iterative problem solving process. Explain this process in 4 steps?
2 They develop a service blueprint and concept
3 This blueprint is tested with the same group of customers
4 No match: the blueprint need to be modified
> This iterative cycle is repeated several times till the match is found.
What are the 4 different modes of customer interaction according the data of Alam?
2 Let customers work in service development teams
3 Let customers work in innovation retreats
4 Observe customers
Much of the literature regards tangible products. The knowledge of Alam of the roles of customers interaction in the front-end stages is limited. What does he know?
Why is suggested that a firm shall proactively manage and optimize the fuzzy front-end? (Alam)
What is meant with the fuzzy front-end of an innovation process?
(Alam)
Customer interaction has a positive impact on the performance of new services. Also is the importance of the fuzzy front-end stages of new service development (NSD) recognized. How does Alam combines this to his research?
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
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