"To improve your productivity you need to do two things," explains Professor Roger Schmenner. "Reduce sector variation and reduce the throughput time. In doing so you will uncover all of the problems that occur in a process. You'll see what to fix and that's how the waste will come out and...

New research reveals 12 steps for those who want to follow a business model innovation approach to service provision. The findings are also particularly relevant for policy-makers learning more about the shift towards complex services.