Business Management

Uday Phadke Shailendra Vyakarnam Endorsement

“Great to see a unified toolkit which helps innovative companies to go beyond the start-up buzz and to scale-up systematically to become commercially successful enterprises — a wide range of case studies bring the tools to life and show how priorities can change with the maturity of the business.”

Warwick Hill CEO-in-Residence and Managing Director Microsoft for Start-ups, London

• Practical treatment with tools and frameworks based on new data-driven theoretical frameworks for innovation-enabled commercialisation • Unified approach to commercialisation which can be used at different stages of the commercialisation journey • Provides the first meso-economic treatment which enables different prioritisation philosophies to be applied explicitly (as opposed to the current inadequate approaches based on macro and micro economic thinking, which can provide little practical insights at an operational level)

Description

It is widely accepted that innovation holds the key to sustainable commercial growth globally, but in practice there is limited understanding of how to successfully exploit its full commercial and social value. The Scale-up Manual provides a unified approach to manage the creation and commercialisation of innovative products and services, enabled by four data-driven building blocks: the Triple Chasm Model, modified commercialisation readiness levels, meso-economic vectors and the commercialisation canvas. The approach supports different strategies for resource allocation, ranging from ‘lean’ techniques to sustainability initiatives based on the circular economy. The Manual includes many case studies and insights, which different ‘Actors’ can use at different points along the commercialisation journey.

Authors

Uday Phadke read Engineering at Trinity College, Cambridge and then went on to do a PhD in Aero-thermodynamics at the University of Sussex. He has worked in a wide range of academic, technical, commercial and strategic roles in Europe, North America and Asia over the last three decades. He has been actively involved in the building of over 100 technology firms over the last two decades, as an advisor, mentor and investor, working closely with technology transfer offices, innovation agencies, incubators and accelerators. He has also been part of the founding team at a number of technology advisory and consulting companies since the early 1980s; since 1997 he has been Chief Executive of Cartezia, the technology business builder based in Cambridge, UK.

Shailendra Vyakarnam did his MBA and PhD at Cranfield. He has since combined academic, practitioner and policy interests to provide advice to governments on the development of entrepreneurial ecosystems, technology commercialisation and entrepreneurship education. Dr Vyakarnam was awarded “Best Entrepreneurship Professor” at the 2nd Asian Business Schools Awards in 2011. In 2012 he was elected to the prestigious European Academy of Science and Arts. He has held Visiting Professorships at University of Reading and University of Aarhus, the Indian Institute of Science and the American University of Cairo.

November 2018

£105 | HARDCOVER 978-1-78634-590-5

£40 | SOFTCOVER 978-1-78634-626-1

Imprint: World Scientific Europe

Extent: 364pp

Type: Monograph (Treat as Textbook)

Main Subject: Business & Management

Sub-Subjects: Entrepreneurship; Innovation/Technology/Knowledge/ Information Management

Keywords: Scale-up; Commercialisation; Innovation; Meso-economic Vectors; The Triple Chasm Model; Science and Technology; Sustainable Development; Unified Approach; Research and Development

Readership: Entrepreneurs, innovators, leaders and managers working in the industry, as well as students and researchers study in the field of entrepreneurship, innovation or business economics

• Origins of this Manual • About the Authors • Acknowledgements • List of Figures

• Part I Building Blocks:

◊ Who is this Manual for? ◊ How to Use this Manual? ◊ Defining Scale-up ◊ The Product Scale-up Journey ◊ The Overall Approach ◊ Applying the Vectors ◊ The Typical Scale-up Journey

• Part II Shaping Your Proposition:

◊ Intervention Shaping: External Vectors ◊ Intervention Shaping: Internal Vectors ◊ Intervention Shaping: Composite Vectors ◊ The Commercialisation Monitor ◊ Tackling Multi-Product Firms

• Part III Learnings from Case Studies:

◊ Key Learnings from Case Studies ◊ Focus on Early Stage Growth ◊ From Inception to Sustainable Business Model ◊ From Inception to Significant Commercial Success ◊ Scaling with Multiple Products

• Part IV Tackling Your Scale-up Challenge:

◊ Scaling Your Proposition • References • Index

The Knowledge Enterprise

Innovation Lessons from Industry Leaders 2nd Edition

Edward Huizenga

University of Amsterdam, The Netherlands & Benthurst & Co, The Netherlands

Reviews

“The Knowledge Enterprise is essential reading for all managers about the management shift from R&D and technology-driven to customer-driven innovation. The author not only makes a compelling design for strategy realization but also provides an answer to ‘why’ companies succeed in transforming their business model ...”

Fred Boekhorst Senior Vice President Philips Research Philips Electronics

“The power of the ‘knowledge enterprise’ ultimately depends on the ability to organize business innovation. The book reveals the stories of change, engagement, teamwork and orchestration to unleash and spark revenue-generating new business ...”

Key Features

Jérôme Verhagen Managing Director /CEO NV Industriebank LIOF

• 2nd edition of the book The Knowledge Enterprise • Unique ‘blockbuster’ cases from international industry leaders (DSM, Johnson & Johnson, Newtricious and High Tech Campus Eindhoven) • Inspiring company stories combined with state-of-the-art management practices and theory frameworks

Description

The Knowledge Enterprise is a unique second edition about mastering business innovation. Industry-leading companies reveal the secrets and lessons of transition leadership, the importance of customer engagement and the power of

open innovation. Building on the success of the first edition, this book extensively develops the concept of the knowledge enterprise and business innovation.

The knowledge enterprise identifies the critical elements of the strategies and organisational dynamics relentlessly pushing all parts of the corporation towards breakthrough innovations. It is about mastering innovation as the driving force to make a difference to society, people and healthcare.

Where to play and how to win? Traditional approaches don’t work. The book elaborates on the roadmap for future growth, the strategic choices and the changeprovoking practices needed to realise the next level of company growth.

The second edition also reprises how the knowledge enterprise creates competences and assets that make the company distinctive to enter new business and markets.

The latest management thinking is integrated with intriguing, and entirely new, real-world examples. With vivid stories from leading companies like Royal DSM, High Tech Campus Eindhoven, Newtricious and Janssen Pharmaceutical companies of Johnson & Johnson, this edition reveals how to master business innovation and reinvent industry boundaries.

November 2014

£56 | HARDCOVER 978-1-78326-542-8

Imprint: Imperial College Press

Extent: 264pp

Type: Textbook

Series: Series on Technology Management - Volume 24

Main Subject: Business & Management

Sub-Subjects: General Business and Management; Innovation / Technology / Knowledge / Information Management; Organizational Behavior / Industrial Organization; Operations Management / Operations Research / Supply Chain Management

Keywords: Innovation; Organization; Business Strategy; New Business Development

Readership: Managers, R&D directors, CEOs and industry professionals, academics, graduate students, researchers in the field of strategy, organisation and innovation management.

• The Knowledge Enterprise — Organizing for Engagement and Business Innovation • The Knowledge Ambition — Roadmap for Value Creation • Design and Implementation of Innovation — Royal DSM: Ability to Change as a Core Competency • Design and Implementation of Innovation — Transformations of the Value Chain • Moving Frontiers and Solving Patients’ Unmet Medical Needs — Janssen Pharmaceutical Companies of Johnson & Johnson • Innovation Strategies for the Knowledge Enterprise • The Lateral Organization — Orchestrating for New Business

How the Right Approach Can Move Ideas from R&D to Market - and Get the Economy Moving

Eugene Fitzgerald & Andreas Wankerl

Massachusetts Institute of Technology, USA & Cornell University, USA & The Innovation Interface, USA

Carl Schramm

The Kauffman Foundation, USA

Endorsement

“Inside Real Innovation offers a compelling and worrisome look at the US innovation system. The authors argue that the US has been living off fundamental innovations done decades ago. This book must be read by scholars and policymakers with a concern for US economic performance.”

Gary P Pisano Harvard Business School

Key Features

• A break-through innovation book that provides a ‘ground-floor’ view of innovation • Connects true micro innovation processes to macro impacts • Contains practical guides for innovation stakeholders, individual innovators, investors, universities, corporations and governments

Description

This breakthrough book gives a ground-floor view of the innovation process, showing

how fundamental innovators really work. Then, it connects that knowledge to the bigger picture, explaining why the “innovation system” in the United States is failing to work as it once did, and what all parties can do to build a better system for the future. Inside Real Innovation is written by distinguished practicing innovators. They debunk the concept of innovation as a linear process, from research to development to product in the market. They present a simple model for understanding it as a highly iterative process, in which you cycle repeatedly through many factors in the areas of Technology, Market and Implementation — until the right pieces come together. Co-author Gene Fitzgerald tells the story of his own major innovation, tracing it along the winding path into products we use every day. The authors then proceed to tell the larger story of how the vaunted American “pipeline” for carrying this process has been pulled apart. The book is a must-read for anyone with an interest in a strong innovation system: investors, innovators and people in corporations, universities and government. Inside Real Innovation has become the course-book for a White Houserecognised MIT course entitled 3.086x Innovation and Commercialization.

Authors

Eugene Fitzgerald is the Merton C Flemings SMA Professor of Materials Engineering at the Massachusetts Institute of Technology, Visiting Professor of Management in the Johnson School at Cornell University and Fellow in the Singapore-MIT Alliance. He is Founder and Board Chairman of Innovation Interface. As a serial entrepreneur, he has been a founder or founding team member of five start-up companies.

Carl J Schramm, president and CEO of the Kauffman Foundation, is an international authority on entrepreneurial innovation and economic growth. He has served on two Department of Commerce innovation committees during both the Bush and Obama administrations, advises government leaders worldwide on economic expansion, and serves on the Prime Minister of Singapore’s Research, Innovation and Enterprise Council. His commentary appears in major publications such as Foreign Affairs and The Wall Street Journal, and his book, Good Capitalism, Bad Capitalism, is available in nine languages.

Andreas Wankerl is Operations Director of the Innovation Interface. He conceptualized its beginnings and co-founded its precursor, the ‘Business of Science and Technology Initiative’ at Cornell University. The Innovation Interface works with corporations on innovation processes and innovation projects at the corporate/university interface.

November 2010

£25 | HARDCOVER 978-981-4327-98-5

Imprint: World Scientific Publishing Company

Extent: 248pp

Type: Monograph

Main Subject: Business & Management

Sub-Subjects: Innovation/Technology/ Knowledge/Information Management; Entrepreneurship; General Engineering; General Economics

Keywords: Innovation; Commercialization; Entrepreneurship; Invention

Readership: Students and academics studying and teaching innovation; business professionals and general public interested in innovation processes

• The Innovation Crisis • Inside Real Innovation • One Person, One Innovation at a Time • Characteristics of Fundamental Innovation • The Story of a Fundamental Innovation • The American Innovation System • Building a New Innovation System: The Free Market Side • Building a New Innovation System: The Research and Education Side

Responsible Innovation

From Concept to Practice

Xavier Pavie

ESSEC Business School, France

Victor Scholten

University of Technology, The Netherlands

Daphné Carthy

ESSEC Business School, France

Key Features

• Serves as a critical tool for SMEs and large-scale organizations wishing to implement a responsible innovation strategy • Goes beyond the theory of responsible innovation and provides a process for integrating responsibility into an organization’s various activities as well as their innovation process

May 2014

£56 | HARDCOVER 978-981-4525-07-7

Description

At a time when the limits on human progress are ever-decreasing and the consequences of human actions have never been so critical to predict and manage, the responsible nature of innovations has acquired a whole new importance.

Firms now need to find the appropriate balance between achieving positive growth and performance while integrating the concept of responsible innovation at the very core of innovation strategies and processes.

Based on extensive academic research and illustrated by multiple case studies and examples, this book will help understand the challenges and issues of responsible innovation for leaders and managers. It will also provide a process for implementing responsible innovation into an organization while improving performance sustainably. Imprint: World Scientific Publishing Company

Extent: 188pp

Type: Monograph

Main Subject: Bussiness & Management

Sub-Subjects: Innovation / Technology / Knowledge / Information Management; Operations Management / Operations Research / Supply Chain Management

Keywords: Innovation; Responsibility; Strategy; Management; Responsible Innovation; Global Integration

Readership: Students and academics in innovation studies; managers and leaders handling innovation activities in organizations.

• Introduction • The Emergence of the Responsible Innovation Concept • The Uncertain Nature of the Innovation Environment • A Global Integration of Responsible Innovation into Organizations • Policy Case for Responsible Innovation • Responsible Innovation within Research and Education • Achieving Responsible Innovation and Optimizing on Performance • Conclusion

Diagnostics for a Globalized World

Sten Thore

The University of Texas at Austin, USA

Ruzanna Tarverdyan

The Geneva Consensus Foundation, Switzerland

Key Features

• Presents a metric for the social and economic performance of nations that international organizations such as the ILO, the World Bank, UN, WTO, UNCTAD,

OECD, EC, UNECE, and the World Economic Forum are currently scrambling to develop • Expands on earlier work published jointly with W W Cooper, ranking 102 nations on all continents in terms of their achievements of “Decent Work” and “A Fair

Globalization”. The present study also includes a study of the “competitiveness” of nations, comparing the work by the US Council for Competitiveness and the

World Economic Forum • Includes the last published work by the late W W Cooper, the co-founder of data envelopment analysis, actually extending his own pioneering work of 1978.

Published on the occasion of Cooper’s centenary in 2014, and sponsored by

Cooper’s long-term academic home — the IC2 Institute (Innovation, Creativity and Capital), The University of Texas at Austin

April 2015

£98 | HARDCOVER 978-981-4641-43-2

Description

How do you gauge the accomplishments of policy and its failures? While a number of nations are successful in optimizing a socio-economic welfare function, others are woefully falling short of the optimal frontier. Diagnostics for a Globalized World proposes a reformulation of the inherited theory of economic and social policy (codified in the 1950s by Jan Tinbergen) to find a diagnostic tool in measuring the effectiveness of economic and social policy. Using a logarithmic adaptation of data envelopment analysis, the authors explain how to rank the attainment of nations of multidimensional goals such as those expressed by the UN Millennium Development Goals (MDGs) and upcoming Sustainable Development Goals (SDGs).

Author

Sten Thore is a Centennial Fellow Emeritus of the IC2 Institute, a think tank at the University of Texas. He joined the institute in 1978 and, following the centennial celebrations of the university in 1983, was appointed to the Gregory A Kozmetsky centennial fellowship. His monograph Economic Logistics (1991) (with a chapter on saddle point theory co-authored with W W Cooper) treats the mathematical programming of hierarchical multi-echelon production, inventory and distribution systems.

Ruzanna Tarverdyan is executive officer and founding president of The Geneva Consensus Foundation, devoted to promoting sustainable development and a social contract within the context of globalization. She is an economistmathematician with 25 years of professional work, serving the government of Armenia for ten years, holding senior positions in the ministries of finance and economy (Director of the Foreign Trade and Investment Department, Head of the Audit department, Director of the Armenian Aid Coordination Center, and secretary of the government’s Tender Board). Imprint: World Scientific Publishing Company/ NOW Publishers

Extent: 256pp

Type: Monograph

Series: World Scientific-Now Publishers Series in Business - Volume 7

Main Subject: Business & Management

Sub-Subjects: International Trade; Business; Operations Management; Operations Research; Supply Chain Management; Political Science; Policy Studies; Public Policy; International Relations; Globalization

Keywords: Globalization; Performance Evaluation; Data Envelopment Analysis; DEA; Millennium Development Goals; MDGs; Sustainable Development; United Nations; Rio+20; Post-2015 Agenda; Geneva Consensus; Washington Consensus; Beyond GDP; Jan Tinbergen

Readership: Postgraduate students taking courses in International Trade and International Relations; students of Operations Research illustrating the use of the quantitative technique called data envelopment analysis (DEA) to gauge the economic performance of nations; national and international policy makers in charge of evaluation of effectiveness and efficiency of policy interventions

• Foreword (Dr David V Gibson)

• Preface • Introduction • The Economic and Social Policy of Nations: Achievements & Failures:

◊ Overview ◊ The Theory of Economic and Social Policy Reconsidered ◊ Rating Country Performance by Frontier Analysis ◊ The Beginnings ◊ Decent Work ◊ A Fair Globalization ◊ Nested Decision Trees ◊ Competitiveness ◊ Disequilibrium and Chaos ◊ Appendices

• A Geneva Consensus (Ruzanna Tarverdyan):

◊ Overview ◊ Beyond GDP ◊ Beyond the Washington Consensus ◊ Toward a Sustainable Globalization

• Remembering Times Past and Honoring Four Great Scholars (Sten Thore):

◊ Overview ◊ Jan Tinbergen ◊ Abe Charnes ◊ W W Cooper ◊ Ilya Prigogine

• References • Index

Designing Customer Service Processes

Jochen Wirtz

NUS, Singapore

Key Features

• There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitioners • The book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet points • The book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia

Description

From a customer’s perspective, services are experiences. From the organization’s perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

Author

Jochen Wirtz is Professor of Marketing at the National University of Singapore (NUS), the founding director of the dual degree UCLA – NUS Executive MBA Program (ranked globally # 4 in the Financial Times 2015 EMBA rankings), an international fellow of the Service Research Center at Karlstad University, Sweden, and Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, US. Dr Wirtz holds a PhD in services marketing from the London Business School and has worked in the field of services for more than 25 years.

October 2017

£8.95 | SOFTCOVER 978-1-944659-24-0

Imprint: World Scientific Professional

Extent: 64pp

Type: Monograph

Series: Winning in Service Markets Series - Volume 6

Main Subject: Business & Management

Sub-Subjects: Marketing; General Business And Management; Organizational Behavior/Industrial Organization; Operations Management/ Operations Research/Supply Chain Management

Keywords: Services Marketing; Marketing; Consumer Behavior; Positioning Services; Service Process; Service Environment; Service Advantage; Customer Relationships; Managing Relationship and Building Loyalty; Complaint Handling; Service Recovery; Service Excellence; Service Quality and Productivity; Service Leadership

Readership: Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners

Services Marketing

People, Technology, Strategy 9th Edition

Jochen Wirtz

National University of Singapore, Singapore

Christopher Lovelock

Key Features

• Learning is promoted through full-color visual aids and organizational frameworks that capture the essence of each individual chapter • Content thoroughly revised to include real-life industry examples and global case studies supported by academic research • Each chapter provides an organizational framework that provides a quick overview of each chapter’s core concepts at a glance • Has latest technology integrated, including artificial intelligence, intelligent automation, service robots, and platform business models • Supplementary teaching materials complement the textbook to make teaching and assessment easier

Description

Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, new technologies such as artificial intelligence and robotics, and new business models including peer-to-peer sharing platforms.

This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.

Author

Jochen Wirtz is Professor of Marketing at the National University of Singapore (NUS) and an international fellow of the Service Research Center at Karlstad University, Sweden. Professor Wirtz holds a PhD in services marketing from the London Business School and has worked in the field of services for more than 25 years.

The late Christopher Lovelock was one of the pioneers of services marketing. He consulted and gave seminars and workshops for managers around the world, with a particular focus on strategic planning in services and managing the customer experience. From 2001 to 2008, he had been an adjunct professor at the Yale School of Management, where he taught services marketing in the MBA program.

August 2021

£105 | HARDCOVER 978-1-944659-79-0

£55 | SOFTCOVER 978-1-944659-82-0

Imprint: World Scientific Publishing Company (US)

Extent: 600pp

Type: Textbook

Main Subject: Business & Management

Sub-Subjects: Marketing; General Business And Management; Organizational Behavior/Industrial Organization; Operations Management/ Operations Research/Supply Chain Management

Keywords: Services Marketing; Service Operations; Marketing; Consumer Behavior; Positioning Services; Service Process; Pricing; Revenue Management; Service Environment; Service Advantage; Customer Relationships; Customer Loyalty; Complaint Handling; Service Recovery; Service Excellence; Service Quality; Service Productivity; Service Leadership

Readership: Primary market — University students taking the Services Marketing course, generally compulsory for Business and Marketing students, as well as MBA and EMBA students; Secondary market — marketing professionals and practitioners

• About the Authors • Preface • Acknowledgments • Understanding Service Products, Markets, and Customers:

◊ Creating Value in the Service Economy ◊ Understanding Service Consumers ◊ Positioning Services in Competitive Markets

• Applying the 4 Ps of Marketing to Services:

◊ Developing Service Products and Brands ◊ Distributing Services Through Physical and Electronic Channels ◊ Service Pricing and Revenue Management ◊ Service Marketing Communications

• Managing the Customer Interface:

◊ Designing Service Processes ◊ Balancing Demand and Capacity ◊ Crafting the Service Environment ◊ Managing People for Service Advantage

• Developing Customer Relationships:

◊ Managing Relationships and Building Loyalty ◊ Complaint Handling and Service Recovery

• Striving for Service Excellence:

◊ Improving Service Quality and Productivity ◊ Building a World-Class Service Organization

• Case Studies:

◊ Case Studies

• Glossary • Name Index • Subject Index