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Innovation Inertia
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Innovation Inertia

Publication:
Lean & Six Sigma Review
Date:
August 2019
Issue:
Volume 18 Issue 4
Pages:
pp. 10-15
Author(s):
Watson-Hemphill, Kimberly

Abstract

Innovation, while most popular in certain industries like medicine, automotive, and technology, can be achieved in any industry at any step in an organization. Creativity can come from anyone, if you break into new ways of thinking and ask the right questions about problems. For looking into innovation for the customer, the Kano model can aid in finding any issues or pain points in the customer experience and find new ways to improve that experience. Customer journey maps can also provide valuable data on what the customer does and how he or she feels at every step of the process.

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