Tackling the Internal Jobs-to-be-done for Improving Innovation

internal-frustration

We are constantly nudged towards understanding the needs of customers through the jobs to be done approach. So why do we still seem to not achieve this ‘higher purpose’ of providing solutions to customers’ needs?

Predictable growth has run its course as we live in unpredictable times; we need a better way to identify ALL those unmet needs that our customers have. That need comes from knowing the “job which needs to be done”. We need to sharp shoot to hit clear targets, we need to become a lot more explicit in our knowledge of a customer’s unmet needs, and they need to make the connection of that need with our product (or service).

Mapping the hierarchy of customer needs

We need to map the jobs and generate desired outcome statements that are specific and of real interest to the customer, not our list of multiple ideas generated based on where we are or what we think we know. We need to build the hierarchy of customer needs.

By even attempting to follow a ‘needs first’ approach we are often left to figure out the unmet needs. The flaw lies in not having these fully understood. All needs can be captured but this requires combining a more rigorous, controlled approach, coupled with astute observations.

The key still requires us to accurately quantify the degree to which a proposed solution will increase customer satisfaction – and that means knowing the job’s they want to complete.

We need to segment by jobs and to do this we need to capture this in clear, precise job outcome given statements. We need to become clearer on the product, service or business model ‘job’ it is intended to perform, measured by a customer’s desired outcome.

I really believe our internal processes are letting us down.

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The Age of Large Business Model Reinvention

Most of our existing organizations are searching for the mechanisms to reinvent their business models, through identifying, designing and executing differently from the existing ones, where they tend to simply be ‘locking themselves into’ repeating patterns, possibly opening themselves up to new forces of disruption.

There is a sense of urgency that is growing at the corporate level, to master this ability to design different business models and then set about executing them, to combat the multiple ‘disruptive forces’ swirling around in the present and near-term business environment.

Reinventing the Business model is such a big ask in the complexities to overcome, the legacies, the vested interests, the distribution of created wealth (dividends, bonuses, performance) are all ‘locked into’ the existing business. Many of those necessary bolder decisions get caught up in horrible compromise.  Parallel managing is both an art and a science but it always needs clarity.

Addressing the current dilemma within business models

So we have a classic dilemma, we need to manage and extract as much as we can from the existing business but simultaneously begin to reinvent, to design something different. Continue reading

The Understated Back-End of the Business Model Canvas.

 So we all know a standard company balance sheet has three parts: assets, liabilities and ownership equity. The accounting equation states assets and liabilities are known as equity or net worth and this net worth must equal assets minus liabilities. The balance sheet summarises the present position or last audited position.

Well in the Business model canvas we have the cost side, the back-end, made up of the activities, resources and partnership aspects and a revenue side, the front end, made up of customer segments, channels and customer relationships. It is the ‘net worth’ of all these blocks that makes up their contribution to the Value Proposition.

It is the nine building blocks when we put them together, tells the complete story, a little like a business model balance sheet. Balancing this out thoughtfully does need that bringing it all together, so as to give others the compelling story and begin to mobilise around and attract the necessary resources.

My question though is this: “is the BMC understated at the back-end today and should we strike a different balance for more established organizations?”

Balancing the BMC BMC model is by Osterwalder & Pigneur. Visual source: Steve Blank

Balancing the BMC
BMC model is by Osterwalder & Pigneur. Visual source: Steve Blank

What happens when one side perhaps gets over emphasised?

Very much the orientation of the business model canvas is presently skewed towards the front end – the market facing part and rightly so. You are in search of a new business model, you will never find it in the building. As Steve Blank rightly stated “you have to get out of the building” to validate your assumptions or hypothesis, to search for the value in the real marketplace.

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The (Re)birth of the Architect for the Business Model Design

Business model both in new designs and it management have become centre stage in many of our existing organizations’ thinking. The need is not just too simply find new growth through new business models but to ‘react and adapt’ those existing business model designs that are in place, to catch-all the emerging possibilities that are around, hopefully before others do. Are we doing a good job of this at present?

BMC- Osterwalder & Pigneur. Visual source: Steve Blank

BMC- Osterwalder & Pigneur. BMC Visual source: Steve Blank

Those without a legacy or are really agile usually are in pole position to explore new opportunities quickly. Also to start with a blank business canvas is exhilarating. It seems we are in the era of the Entrepreneur or are we? Continue reading

Juggling Innovation around Business Model Design

Juggling Innovation image via Michael Grills

Juggling Innovation Is Hard
image via Michael Grills

There seems a lot at present going on around the Business Model and formulating its design. Following on from the Business Design Summit held in Berlin in April of this year there seems to be a gathering of momentum surrounding the Business model.

There is an awful lot of designing going on, actually it is hard to juggle with it all, even for me that has a 100% focus on innovation.

The Business Design Summit had as its primary question: “Are the Business Tools you are using relevant for today’s world?

It went on to ask “If you want to teach people a new way of thinking, don’t bother trying to teach them, instead, give them a tool, the use of which will lead to new ways of thinking”. “Your business ideas deserve better than PowerPoint and Excel”

The momentum is specifically aimed at Business innovation design tools and how to manipulate them and this is giving rise to the ‘school’ of tool-smiths. I wrote about the Business model canvas as set to explode in 2012 and events this year are certainly ‘exploding’ in multiple ways. Let me give some examples:

The Business Model has become even more critical to create and relate too. Rita Gunther McGrath has just released her book “The End of Competitive Advantage- how to keep your strategy as fast as your business”, published by Harvard Business Review Press. Her whole premise is that today “Strategy is Stuck as most leaders are using frameworks that were designed for a different era of business”.

Rita believes “we require a new set of practices based on the transient competitive advantage”.  We are in a time of fast evaporating competitive advantage and we can’t spend months crafting a single strategy, we need to keep exploring and reiterating different initiatives that are more focused, leaner, more defined, more transient in their nature.

This needs more fluid, greater visualization and more customer-centric approaches and modular strategic design approaches.

So what if?

What if you prototyped business models like architects sketch buildings this is one of the main appeals of the business model canvas, outlined in the book: Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers, written by Alexander Osterwalder and Yves Pigneur, You can simply do that, sketch out new business ideas or quickly visualize existing businesses and the ‘multiple’ canvases can be used in teams as a sharing tool to structure the thinking.

What if you had a clear method to uncover what customers want to get done? How about a tool and methodology that will help you to Identify and prioritize the jobs-to-be-done? Knowing these is clearly of high value and can lead to rapidly achieving growth segments that tap into this. Jobs-to-be-done is very fertile ground many are exploring including Clayton Christensen, Tony Ulwick and Strategyn, Mark Johnson and Innosight and plenty more. One of the best books outlining a well thought through approach to this JtbD is in Lance Bettencourts book “Service Innovation: how to go from customer needs to breakthrough services”

What if we learnt to talk  always around the Value Proposition, not that difficult part of explaining ‘our’ (boring) business strategy? Recently we have been seeing the emergence of a Value Proposition Canvas from Yves Pigneur, Alex Osterwalder and Alan Smith. This will ‘emerge’ in a book “the Value Proposition Design” due to be published sometime soon. The VP canvas dovetails into the BM canvas. It takes the JtbD concept to achieve a greater fit between the value you intent to create and the expectations your customers have.

Part of the Business model canvas proposition is extending tools to build better models and through www.strategyzer.com this web site (at present) is dedicated to working away at different tools and becoming the official Alpha web-app from the makers of Business Model Generation developing software solutions.

Also expect to see further development through the Business Model Foundry and the Strategyzer Academy that will explore and educate upon all the emerging tools and techniques being ‘crafted’ away at present. I’d recommend joining the Business model hub by the way, another from this growing business enterprise, centred on the Business Model Canvas.

Juggling, juggling and juggling.

Have you thought about “Pruning the product tree?” Luke Hohmann and his company The Innovation Games Company are providing a range of serious but fun games that can produce concepts that shift your thinking. On his ‘pruning the product tree’ the focus is not on ‘cutting’ but ‘shaping’ to arrive at products that your customers desire more and so you eventually  create a ‘new canopy’ of innovating options. They are developing a whole range of innovation games

Within organizations there needs to be greater, richer conversations – those strategic conversations that are more creative, collaborative and working more though adaptive challenges arising more constantly than ever.  Lisa Kay Soloman, who teaches Design Strategy at the California College of Arts is co-authoring a book due out next year “Moment of Impact: how to design strategic conversations that accelerate change”, published by Simon & Schuster.

Have you checked out Dave Gray, founder and CEO of Limini. Dave has authored two books Gamestorming, a practical handbook for innovators and change agents and a second book, the Connected Company, offering a strategic blueprint and roadmap for businesses who want to innovate. He is exploring a “culture map” approach to help teams understand their cultures as well.

I could go on, as there is an awful lot of fresh thinking emerging.  Just take the ‘body of work’ that Steve Blank is producing centred around a methodology for focusing around the customer, take time out to get into his manual “The Startup Owner’s Manual” written with Bob Dorf.  More and more entrepreneurs have discovered Eric Ries and his thoughts on applying continuous innovation in lean ways to create radically successful businesses which are outlined in his book “The Lean Startup”.

One could look towards “Design Thinking” with Tim Brown (CEO Ideo) traditionally leading this charge but take a look at a book written by Jeanne Liedtka and Tim Ogilvie “Designing for Growth: A design thinking toolkit for managers” where they lead you through the ability to turn abstract ideas into practical applications and cover the mind-set, techniques, and vocabulary of design thinking, so helping us to unpack the mysterious connection between design and growth

So we have an awful lot of juggling taking place

Those who have not yet picked up on Gary Hamel’s quest for change through the reinvention of management and his moonshots for management should find the time- it sets the Business scene and future agenda. Then you have Steve Denning who writes about radical management over at Forbes and I’d certainly recommend reading his recent article “The Management Revolution That’s Already Happening” where he is suggesting that today’s organizations represent a failure so deep and pervasive that there are hardly words to describe it.

 A veritable revolution in management and its design is under way.

 Steve Denning argues we are fleshing out a “new management canon” – a huge paradigm shift. He believes we are in a creative economy that generates dramatic reductions in cost, size, and time, and improvements in convenience, of products and services with new systems of infrastructure, new ways of socializing, new meaning as to how time is spent, and new ways of living these possibilities

Those of you not yet ‘plugged in’ then I’d begin, the sooner the better, as there is a whole new way of thinking going on and any movement of this potential magnitude needs supporting and exploring, especially if you share in the belief that much is out of kilter within the business world. There is a ‘certain business revolution in the air’.

Something in the Air by Thunderclap Newman
“Call out the instigators
Because there’s something in the air
We’ve got to get together sooner or later
Because the revolution’s here, and you know it’s right
And you know that it’s right

We have got to get it together
We have got to get it together now”

Innovation jobs-to-be-done

I tend to not like offering up checklists as blog posts, you know those one hundred and one ideas for this or that, although I have to admit I like collecting them as a kick-starting resource. Today I decided to change my mind, Why?

Well I think those of us involved in innovation need to keep reminding ourselves to not just work on the days problem that is in front of us but to ‘move along’ all the others, so this is my innovation jobs-to-be-done list that clients and consultants need to work upon. Also these do build towards a possible Chief  Innovation Officer’s agenda and content.

A reminder of what we need to keep tackling and consciously working on. What do you think? Continue reading

Appropriate Innovation Makes Good Sense.

Innovation should always deliver on a specific purpose or promise, often it simply doesn’t. It needs to be suitable to our needs; it needs to resolve a given job-to-be done.

In the developed world we are consistently over-delivering innovation for many and there is a given cost to that, which we all pay for even though we often don’t really need it in the first place. Take for example, the software provided by Microsoft for its windows application, in its office versions, they all are over specified for our personal needs. The majority of these ‘sit’ on our computers taking up space and never used. This continued requirement which we are forced to constantly upgrade requires us to seek more computing power yet it is really inappropriate for most people’s needs.

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Grounding innovation through convergence on jobs-to-be-done

Discovering intersections are where ideas collide, according to a theory brilliantly put together in a book some years ago by Frans Johansson called “The Medici Effect”. Johansson recommends we step into these intersections and then you can see how different thinking can meet head to head, as in this case from numerous innovation experts, to give you a deeper insight into your own innovation thinking.

I often have a habit of opening up a file on a subject when I feel it needs further exploring and jobs-to-be-done has become one of these. It is the convergence of many experts repeating sometimes their personal mantra has finally given me a growing realisation on how important this understanding of satisfying these jobs-to-be-done becomes too successful innovation.

Now this ‘light bulb’ moment of mine may not come as such a great a surprise to some of you selected few  but I’d argue it might be worth reflecting upon by taking a fresh look at this ‘idea’ of jobs-to-be-done a little deeper in your thinking also. There are many who tell you we should.

The power of many innovation thinkers Continue reading