The Practice of Innovation

James Euchner, Austin Henderson

Research-Technology Management, March-April, 2011

Successful innovation requires the man­agement of multiple contexts: those of the customer, the offering itself, the business model for the offering, and the strategic aims of the hosting corporation. An ap­proach to managing these contexts and the constraints they impose was developed and implemented at Pitney Bowes. Although it is designed to manage multiple constraints, the approach is based on a deep and con­tinuing reliance on the customer for direction. In this paper, the constraint-driven process is discussed and examples of innovation based on the approach are reviewed.

KEY CONCEPTS: Innovation, Customer-centered innovation, Participatory design

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