TY - GEN
T1 - Technical and Non-Technical Enablers Required for the Design of a Process- and Product-Innovation Framework to Enable a Client-Centric Culture
AU - Wyk, Anne Marie Van
AU - Pretorius, Jan Harm C.
AU - Pretorius, Leon
N1 - Publisher Copyright:
© 2022 PICMET.
PY - 2022
Y1 - 2022
N2 - The journey to client centricity through structured innovation has a beginning but no end. It starts with the conceptualisation of an idea, develops through organisational alignment and iterations of implementation, learning and improvement. Client centricity has proven to be an elusive goal for many organisations. Agile disruptive innovation is required to remain relevant in the areas in which they operate. A paradigm shift is required and organisations need to change the strategies from being product centric to focusing on client centricity instead. The biggest issue and major challenge typically faced by organisations attempting make this shift, is the organisational culture. Qualitative research, combined with action-based research, was conducted to assess the technical and non-technical enablers required to implement a generic product and process innovation framework to establish a client-centric culture in a diverse and decentralised international logistics solutions organisation.
AB - The journey to client centricity through structured innovation has a beginning but no end. It starts with the conceptualisation of an idea, develops through organisational alignment and iterations of implementation, learning and improvement. Client centricity has proven to be an elusive goal for many organisations. Agile disruptive innovation is required to remain relevant in the areas in which they operate. A paradigm shift is required and organisations need to change the strategies from being product centric to focusing on client centricity instead. The biggest issue and major challenge typically faced by organisations attempting make this shift, is the organisational culture. Qualitative research, combined with action-based research, was conducted to assess the technical and non-technical enablers required to implement a generic product and process innovation framework to establish a client-centric culture in a diverse and decentralised international logistics solutions organisation.
UR - http://www.scopus.com/inward/record.url?scp=85139119400&partnerID=8YFLogxK
U2 - 10.23919/PICMET53225.2022.9882891
DO - 10.23919/PICMET53225.2022.9882891
M3 - Conference contribution
AN - SCOPUS:85139119400
T3 - PICMET 2022 - Portland International Conference on Management of Engineering and Technology: Technology Management and Leadership in Digital Transformation - Looking Ahead to Post-COVID Era, Proceedings
BT - PICMET 2022 - Portland International Conference on Management of Engineering and Technology
A2 - Kocaoglu, Dundar F.
A2 - Anderson, Timothy R.
A2 - Kozanoglu, Dilek Cetindamar
A2 - Niwa, Kiyoshi
A2 - Steenhuis, Harm-Jan
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 2022 Portland International Conference on Management of Engineering and Technology, PICMET 2022
Y2 - 7 August 2022 through 11 August 2022
ER -
