Design thinking and design doing: Describing a process of people-centred innovation

The research forms part of the author’s long-term enquiry into the challenges of implementing Design Thinking (DT) and its relationship to Inclusive Design (ID), something that has been understudied and under-researched. Both fields advocate research with users and have a history spanning decades, but they have remained largely separate in terms of academic research and practical application. The author was approached by the series editor for his expertise at the intersection of ID and DT. “State of the art” DT ideas and approaches were evaluated through study of circa 50 recent academic publications, papers and journal articles. Field research was based on personal leadership of over 70 ID projects with government, business, and the voluntary sector leading to frontline discoveries and insights. Peer-reviewed academic publication, conference presentation, and keynote delivery helped test ideas before making the link between ID and DT and delivering the publication. This 13,000 word, sole-authored chapter outlines gaps in the long-term effectiveness of DT, outlining five principles that aim to engender a more sustainable approach by aligning it to ID. These five ideas give an overview of newly-articulated frameworks, tools and methods for academic and industry application. The chapter sets a context for 16 other chapters within the publication and establishes the need for more empirical research to link between DT and ID. The ideas in the chapter have been used to direct practice-based research projects and education programmes at the RCA as well as organisations in its network. 700 Hong Kong civil servants have been trained using these ideas, alongside numerous industry organisations including Tata Consulting Services and Panasonic

Absorbing customer knowledge: how customer involvement enables service design success

Customers are a knowledge resource outside of the firm that can be utilized for new service success by involving them in the design process. However, existing research on the impact of customer involvement (CI) is inconclusive. Knowledge about customers’ needs and on how best to serve these needs (articulated in the service concept) is best obtained from customers themselves. However, codesign runs the risk of losing control of the service concept. This research argues that of the processes of external knowledge, acquisition (via CI), customer knowledge assimilation, and concept transformation form a capability that enables the firm to exploit customer knowledge in the form of a successful new service. Data from a survey of 126 new service projects show that the impact of CI on new service success is fully mediated by customer knowledge assimilation (the deep understanding of customers’ latent needs) and concept transformation (the modification of the service concept due to customer insights). However, its impact is more nuanced. CI exhibits an “∩”-shaped relationship with transformation, indicating there is a limit to the beneficial effect of CI. Its relationship with assimilation is “U” shaped, suggesting a problem with cognitive inertia where initial learnings are ignored. Customer knowledge assimilation directly impacts success, while concept transformation only helps success in the presence of resource slack. An evolving new service design is only beneficial if the firm has the flexibility to adapt to change

Evaluation of the impact of interdisciplinarity in cancer care

<p>Abstract</p> <p>Background</p> <p>Teamwork is a key component of the health care renewal strategy emphasized in Quebec, elsewhere in Canada and in other countries to enhance the quality of oncology services. While this innovation would appear beneficial in theory, empirical evidences of its impact are limited. Current efforts in Quebec to encourage the development of local interdisciplinary teams in all hospitals offer a unique opportunity to assess the anticipated benefits. These teams working in hospital outpatient clinics are responsible for treatment, follow-up and patient support. The study objective is to assess the impact of interdisciplinarity on cancer patients and health professionals.</p> <p>Methods/Design</p> <p>This is a quasi-experimental study with three comparison groups distinguished by intensity of interdisciplinarity: strong, moderate and weak. The study will use a random sample of 12 local teams in Quebec, stratified by intensity of interdisciplinarity. The instrument to measure the intensity of the interdisciplinarity, developed in collaboration with experts, encompasses five dimensions referring to aspects of team structure and process. Self-administered questionnaires will be used to measure the impact of interdisciplinarity on patients (health care utilization, continuity of care and cancer services responsiveness) and on professionals (professional well-being, assessment of teamwork and perception of teamwork climate). Approximately 100 health professionals working on the selected teams and 2000 patients will be recruited. Statistical analyses will include descriptive statistics and comparative analysis of the impact observed according to the strata of interdisciplinarity. Fixed and random multivariate statistical models (multilevel analyses) will also be used.</p> <p>Discussion</p> <p>This study will pinpoint to what extent interdisciplinarity is linked to quality of care and meets the complex and varied needs of cancer patients. It will ascertain to what extent interdisciplinary teamwork facilitated the work of professionals. Such findings are important given the growing prevalence of cancer and the importance of attracting and retaining health professionals to work with cancer patients.</p

The Effects of Managerial Values on Social Issues Evaluation: An Empirical Examination

This article suggests that due to the value-laden nature of social issues, managerial values, as a framework or schema, play an important role in the social issues evaluation process. Our data show that there is clearly a relationship between the issues managers evaluate as important and the values of those managers, with values being defined according to the Carroll typology—economic, legal, ethical, and philanthropic. It was apparent that the values held by the managers sampled determined how various sets of issues—community, political, and regulatory—were evaluated in terms of importance. This result suggests that the issues evaluation process, which should be objective, is not.Yeshttps://us.sagepub.com/en-us/nam/manuscript-submission-guideline

Towards Design Thinking as a Management Practice: A Learning Experiment in Teaching Innovation

There is an increasing need to make management knowledge more consistent with the “messiness” and complexity of actual organizational phenomena and contexts in today’s world, calling for a refoundation of mainstream management theories. The paper focuses on the contribution of design thinking approaches in this sense, particularly addressing the question of how the predisposition for a design thinking approach can be shaped in management education. Following a qualitative inductive research design, it will report the experience of the introduction of new teaching practices inspired by design thinking in a class of students from a Master program on Innovation and Marketing in an Italian University. Based on the empirical findings, the challenges and opportunities of innovating business school teaching towards the construction of a design thinking mentality will be discussed

Stakeholder Salience for Small Businesses : A Social Proximity Perspective

This paper advances stakeholder salience theory from the viewpoint of small businesses. It is argued that the stakeholder salience process for small businesses is influenced by their local embeddedness, captured by the idea of social proximity, and characterised by multiple relationships that the owner-manager and stakeholders share beyond the business context. It is further stated that the ethics of care is a valuable ethical lens through which to understand social proximity in small businesses. The contribution of the study conceptualises how the perceived social proximity between local stakeholders and small business owner-managers influences managerial considerations of the legitimacy, power and urgency of stakeholders and their claims. Specifically, the paradoxical nature of close relationships in the salience process is acknowledged and discussed.Peer reviewe

The Ethics of Engagement in an Age of Austerity: A Paradox Perspective

Our contribution in this paper is to highlight the ethical implications of workforce engagement strategies in an age of austerity. Hard or instrumentalist approaches to workforce engagement create the potential for situations where engaged employees are expected to work ever longer and harder with negative outcomes for their well-being. Our study explores these issues in an investigation of the enactment of an engagement strategy within a UK Health charity, where managers and workers face paradoxical demands to raise service quality and cut costs. We integrate insights from engagement, paradox, and ethic of care literatures, to explore these paradoxical demands—illustrating ways in which engagement experiences become infused with tensions when the workforce faces competing requirements to do 'more with less' resources. We argue that those targeted by these paradoxical engagement strategies need to be supported and cared for, embedded in an ethic of care that provides explicit workplace resources for helping workers and managers cope with and work through corresponding tensions. Our study points to the critical importance of support from senior and frontline managers for open communications and dialogue practices