Inducing service innovations through the governance of IT-enabled projects

De Smet, D and Mention, A-L 2012, 'Inducing service innovations through the governance of IT-enabled projects', Journal of Management Research, vol. 4, no. 4, pp. 1-16.


Document type: Journal Article
Collection: Journal Articles

Title Inducing service innovations through the governance of IT-enabled projects
Author(s) De Smet, D
Mention, A-L
Year 2012
Journal name Journal of Management Research
Volume number 4
Issue number 4
Start page 1
End page 16
Total pages 16
Publisher Macrothink Institute
Abstract This article reports on the development of a toolbox to support managers during the governance of IT-enabled projects to realize service innovations. The toolbox is based on the integration of the balanced scorecard and the Val IT TM framework. This action research was done through an in-depth case study, composed of several semi-structured interviews and documentary reviews. The toolbox allows the focus on intangible aspects and multidimensional aspects of service innovations and not only on the financial elements for new service innovation projects in financial services companies. The existence of sensitivity bias cannot be ruled out due to the amount of confidential information disclosed about internal practices. Similarly, the inputs and results from the interviews and documentary reviews may be affected by an error bias. Our framework and developed toolbox assist the managers during the selection of projects and ensure that they consider the multidisciplinarity of service innovations. To the best of our knowledge, this toolbox provides support to decision-makers active in the selection and governance of projects and fills a gap within the existing set of tools and methods. This supports the value creation processes of a company and provides a tested methodology.
Subject Innovation and Technology Management
DOI - identifier 10.5296/jmr.v4i4.2056
Copyright notice Copyright © 2012 Macrothink Institute
ISSN 1941-899X
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