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20 septembre 2004

Commentaires

Daniel

Le dossier est Top Clair et je suis impatient de lire les autres!!!
Ne croyez-vous pas qu'une analyse trop cartésienne de l'innovation limite son lancement et comment bien quantifier les vraies innovations celles qui feront la rentabilité de demain.
Est-ce que les vraies innovations qui marchent ne sont-elles pas celles qui anticipent les changements....

thibaud

Etude trés intéressante.
Je suis aussi trés interessé par tout ce qui touche au management de l'innovation. Je viens de finir mes études par une année à l'université de Berlin en management des innovations, le cours est assez génial et complémentaire de celle-ci.

Vous pouvez obtenir un cours complet (PPT, PDF, les interventions etc.) à l'adresse https://www.tim.tu-berlin.de/lehre/archiv/02ws/02ws_vorlesung_inno-1/ (en anglais)

Bruno

Merci Daniel et Thibaud. Pour manager l'innovation au sein de l'entreprise il est nécessaire d'avoir préalablement investi dans la connaissance de ses clients (CRM) et d'avoir organisé l'entreprise autour du client. Ils sera alors nécessaire de dégager les valeurs fondatrices de sa clientèle et de tenter de comprendre ses attentes!!! L'anticipation devra s'appuyer sur des données et, je suis d'accord, sur du feeling. Je dis souvent que l'essentiel est d'atteindre 80 % de contrôle; il restera toujours 20% de risque. C'est la raison pour laquelle il est souhaitable de tester les services ou produits sélectionnés et de ne retenir que ceux qui atteignent les objectifs fixés. Un petit conseil pour la sélection des produits à tester: élaborer préalablement une grille de valeurs que les produits doivent apporter et ne retenez que ceux qui correspondent à 100% à ces valeurs, sans dérogation. Je vais surement publier un prochain dossier sur l'orientation client.

Romain, le petit étudiant de l'ISC

Et la suite alors ? A quand un autre article de cette trempe ? :) Félicitations. C'est fou comme les blogs permettent de faire des retour sur expérience (intéressantes).

Bruno

Merci Romain, la suite arrive sur l'orientation client

Pierre

Merci Bruno de partager avec nous toutes ces idées et vos reflexions. Merci de cet effort. Oui, nous sommes a l'ecoute. Et pour ma part, tres interesse par le sujet.

Que pensez vous dans ce contexte du point de vue de Seth Godin : les organisations se savent pas innover. Les individus innovent, en se faisant les Champions de leurs idees. Et que (presque) toutes les tentatives de gerer un "process de l'innovation" sont a contre courant de l'emergence de nouvelles idees et d'innovations dans l'entreprise (qui les etouffe de peur de bousculer une situation stable et etablie, securisante).

N'est ce pas dans la Culture du Management (et des Managers) qu'il faut investir plutot que dans le process et les tableaux de bord?

Je suis assez tenté de suivre le raisonnement de Seth Godin sur ce sujet. Je n'ai vecu que tres peu d'exemples (ou entendu) d'entreprise sachant mettre en scene et promouvoir l'innovation en interne. Les exemples qui me viennent de suite a l'esprit sont 3M et Google. Coincidence : dans ces 2 entreprises, l'organisation laisse l'individu (et non la structure) prendre des initiatives et devenir acteur de son projet. Avec de beaux succes a la clé.

A tres bientot.

Bruno

Merci Pierre. Je ne connais pas vraiment Seth Godin mais je persiste et signe, il est indispensable de mettre en place un process et ce pour une raison majeure: le management des idées ne fonctionnera dans l'entreprise que si il est pérenne et pour qu'il dure dans le temps il est nécessaire qu'il soit organisé. Les idées qui émergent doivent toutes être "traitées", rapidement, avec un feedback aux auteurs. Oui les managers doivent être formés pour apprendre à développer un nouveau type d'écoute capable de décoder tous les modes d'expression de tout type d'invidu, de culture, de savoir etc... Bien plus qu'une écoute active. Bien évidemment, certains managers doivent aussi se convaincre qu'accepter les idées des autres n'est pas une perte de pouvoir...

Luis Arias

Désolé Bruno ! Alors là je dois dire que je partage plus la perspective de Pierre (et de très loin) que la votre. En effet, le processus que vous décrivez là, bien que très intéressant, tout à fait logique et convainquant, suffit sans doute à peine aujourd'hui pour assurer un minimum d'innovation incrémentale à une organisation.

Il suffit pour en être convaincu de prendre par exemple l'industrie pharmaceutique, qui comme on le sait, perde tous les jours de la valeur parce qu'il n'y a pas assez de nouvelles molécules dans le pipe. Alors ils font quoi ? Ils vont chercher les innovations là où elle se trouvent, dans des petites structures de R&D, où quelles soient sur la planète. Elles outsourcent en partie leur R&D à un réseau de petits centres de compétence et d'expertise suffisamment légers et motivés pour produire les innovations dont ils ont si besoin aujourd'hui.

Malheureusement, je pense qu'aujourd'hui une organisation ne peut se contenter du type de recette que vous proposez là. Surtout une petite organisation. Je vois la description de l'entonoir que vous faites là plus comme un point de départ, une base conceptuelle, qu'il convient d'atomiser, de resynthétiser et de personnaliser très vite pour avoir une chance de faire quelque chose avant les autres.

Bruno

Luis, votre point de vue est effectivement intéressant mais pourquoi opposer les démarches. Bien entendu, le post que j'ai rédigé décrit la base d'une organisation nécessaire, un point de départ, et n'est pas exhaustif. Le problème de l'industrie pharmaceutique ne me parrait pas être suffisamment démonstrateur, en effet, il s'agit d'une industrie dont l'innovation est seule source de développement avec des investissements en R&D énormes. Je peux citer des entreprises où les process de l'innovation ont été sources de succès: URGO qui a nommé des salariés "chercheurs d'or" pour recueillir les idées auprès des 1250 salariés, Pernod qui a nommé un responsable "action innovante" qui gère une dizaine de suggestions par mois, Strafor (mobilier de bureau) qui anime un même processus avec 120 propositions récoltées chaque mois. Sans rentrer dans les détails, toutes ces initiatives affichent de sérieux résultats qui ont d'ailleurs été à l'origine de création de postes pour animer le managemenr de l'innovation... Dans ce que vous dites, le risque peut-être de voir l'entreprise abandonner le terrain de l'innovation et là ce serait très risqué, particulièrement en terme de perte de savoir faire et de leadership.

Thierry

Je viens de lire cet article très interessant. Bravo !

Pour alimenter votre sujet et les prochains épisodes - pourriez vous nous parler de la relation avec le KM (Knowledge Management) : le CRM est effectivement un aspect de l'innovation pour satisfaire un besoin ou une attente d'un client dans une phase d'écoute. Le KM ne serait-il pas un moyen encore plus prospectif pour anticiper ces attentes clients en renforçant davantage ce caractère de l'innovation : de détecter les ruptures technologiques ou contraintes qui vont faire qu'une entreprise aura toujours le plus souvent une ou deux longeurs d'avance sur la concurrence ?

Un autre point également : quelle différence faites vous entre "Innovation Marketing" et "Innovation Management" : la première ne s'approprirait-elle pas au CRM et la seconde au KM dans sa dimension de collecter et gérer toutes ses idées à transformer "en business" ?

Stéphane Bayle

Une petite remarque concernant le commentaire Rédigé par: Bruno | septembre 20, 2004 05:50 PM

malheureusement dans la pratique les systèmes de CRM n'entraine pas une connaissance du client et de ses attentes, ils ne font que la plupart du temps qu'enregistrer les interactions du client avec l'entreprise : il a commandé tel produit, le produit lui a été livré à tel date, etc... mais absolument pas ses véritables motivations.

Si effectivement une piste pour l'innovation est bien l'écoute proactive des clients alors n'utilisons pas le CRM tel qu'il est souvent conçu.

Mais évidemment analyser une base de données CRM est plus simple à analyser et à comprendre que les motivations ou les réticences d'un clients. Il faut pour cela rentrer en empathie profonde avec celui-ci afin de bien connaître son ses peurs, son environnement, ses process, ses concurrents, etc...bref des informations par natures non structurées et donc plus difficile à analyser qu'un tableau excel. De plus cette compréhension passe nécessairement par la mise en réseau d'experts de votre entreprise qui vont pouvoir apporter leur éclairage sur la connaissance client. Et comme chacun le vit au quotidien une entreprise est organisée selon un axe vertical peu propice au réseau.

Bill Bool

Bravo pour ce cours de novolangue top génial. Les top concepts sont si meaningful. Je vais dès after tomorrow les appliquer à mon network de top innovateurs.

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mai 2005

lun. mar. mer. jeu. ven. sam. dim.
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