Monthly Archives: April 2009

Customer Driven Innovation @ Intuit

Had an interesting lecture today about Intuit – still the world´s most admired company in the computer software industry. Bill Ihrie told us about their innovation program – Customer Driven Innovation.

First of all, they seem to have an impressive market shares – around 80% for most of their products. The 10 year growth rate of about 20% may take a hit in these days – but then again, we still need to do our taxes, right…

Their innovation program seems to be centered around finding unsolved customer problems and solving them – not too revolutionary… But I guess they must be doing something a little bit different – and I think that the customer studies (observations of customer behavior) might just be it. While many tend to rely on experts, it seems that Intuit has a habit of making observations and focusing on just the right pain points – the ones that make their products more valuable to their customers.

The holistic thinking they applied to the Point-of-sale product is another good example of innovation that led Intuit into a new market – that of hardware sales. QuickBooks is another innovative product that made accounting available to people who don´t have a clue about debit and credit. And with the worst possible product launch (I honestly think they made all the possible errors) they still made it to the top – amazing…

The recipe is: 1) Slack, 2) Promote Cross-functionalism, 3) Invest in good times, 4) See results before you scale

With 10% unstructured time, their employees work on projects that they are passionate about – an investment in employee satisfaction as well as growth through innovation. Many examples show that the unstructured time has come up with useful features in existing products, although writely was one good one that slip out under the radar…

To succeed you need to have persistence (constant attention and recurring innovation events) combined with top management attention that protects employee´s unstructured time. Amen.

Open Innovation Explained

 What is it?

 Open Innovation states that companies should no longer depend solely on their own research facilities and their own ways of bringing inventions to the market, but value external sources of knowledge and external ways to the market as equally important (Chesbrough 2003:43).
You should bring knowledge in from the outside and profit from external research in your current market (outside-in), but also profit from other´s use of your own inventions by taking them outside (inside-out). You could also imagine multiple exchanges where for example an idea is taken outside, built upon by an external company, and then brought back inside the originating company before being brought to the market (aka the boomerang).
In contrast, Closed Innovation describe an innovation

 process based on making little or no use of external knowledge, and where the use of internal knowledge is limited to within the borders of the company. Open Innovation recognizes that the struggle to create value from inventions is equally important as coming up with them.

Why is it important?

Chesbrough´s Erosion factors (2003:34-41) gives some indications why the Closed Innovation model no longer works. The development of a global market for knowledge makes it foolish not to take advantage of the smart people that work outside of your own company (be it other companies, academic institutions or individuals) – perhaps mediated by an innovation intermediary (Chesbrough 2006:135-163). Using your own resources in conjunction with smart people outside your company will allow you to capture a larger portion of the value created.
Open Innovation allows a company to profit from inventions that does not fit well with it´s current business model – inventions that otherwise might be shelved waiting for later use. As knowledge has become more distributed (patents, R&D spending, increased spending in human capital) the exchange of ideas between actors has become more important for innovation (Chesbrough 2003:45-51).
You still need to have smart people within your own organization to come up with new inventions and/or innovative business models, and also to connect to and identify external research or new ways to the market. As external suppliers are becoming more and more capable it is very important to monitor and connect to the world outside of your own company.

Connect + Develop

Innovation assets at P&G

Innovation assets at P&G

Innovation needs at P&G

Innovation needs at P&G

Connect + Develop is P&G´s version of Open Innovation – or as they define it on their web site “The practice of accessing externally developed intellectual property in your own business and allowing your internally developed assets and know-how to be used by others” (P&G Connect + Develop, 2009).

Historically P&G relied on a few external suppliers for their inventions, and the Connect + Develop program clearly shows a change from a closed innovation model towards an open innovation model. Previously, they did not actively look outside for potential partners, and their products, technologies and know-how were used exclusively to produce and sell their own products. They also seldom licensed out technology to other companies.
According to P&G the more connected world gives them access to scientists, engineers and other companies globally. “Open innovation at P&G works both ways — inbound and outbound — and encompasses everything from trademarks to packaging, marketing models to engineering, and business services to design. It’s so much more than technology.” (P&G Connect + Develop, 2009) – this clearly shows their commitment to Open Innovation.
P&G´s innovation needs arise in the areas specified above, and they actively use their web site to promote the innovation needs of the company as well as the innovation assets available to external partners.

According to P&G this strategy has already resulted in more than 1,000 active agreements of various kinds. As a company, P&G is interested in all types of high-quality, on-strategy business partners, from individual inventors to FORTUNE 500´s – and even competitors. This shows that they have matured and are now able to value efficient business models as well as the inventions themselves.

References

Chesbrough, Henry (2003) Open Innovation: The New Imperative for Creating and Profiting from Technology. Boston: Harvard Business School Press.
Chesbrough, Henry (2006) Open Business Models: How to Thrive in the New Innovation Landscape. Boston: Harvard Business School Press.
Open Innovation. (2009, March 23). In Wikipedia, the free encyclopedia. Retrieved April 2, 2009, from http://en.wikipedia.org/wiki/Open Innovation
P&G Connect + Develop (2009). What is Connect + Develop? Retrieved April 3, 2009, from P&G´s Web site: http://is.gd/qznd