Innovations in service delivery

I have been spending a lot of time looking for innovations in service creation and come up with some very interesting cases. But none so impressive that could actually get me back to health care blogging.

Listening to the Aravind talk at TED India I was left speechless. Just earlier in the day I had attended a working meeting to structure a research project around service innovation. Earlier in the week, I had attended a similar meeting around service innovation in health care. Watching the video, I was struck by how innovation was happening in practice.

What was more startling was that they were addressing the same problem – just applying the similar technologies with a different mind set (and may be a different value system). Our health care, in the western world, need not be so expensive and so unreachable. Admittedly, we do not have large volumes, but we have the technologies like telemedicine but have not deployed them correctly. The real shocker was taking the McDonald-model to health care. More so, my own realization that there is a sense of job-protection at play when we restrain ourselves in thinking of doctors “flipping burgers” (or consultants for that matter).

The move by Aravind Eye care give themselves competition, by sharing knowledge to competitors and thereby raising the bar, is truly inspiring. And at the same time, daunting for many. Have we created a society where we must hang on to job-status at any cost? Not deliberatly at any rate. Service innovation can come from beyond intelligence and capability.

Or to quote Dr. G. Venkataswamy, the founder of Aravind “Intelligence and capability are not enough. There must be the joy of doing something beautiful”.

About francisds

I guide clients in making strategic choices of technology to bring about dramatic change in how they engage with their constituents. I work by facilitating the generation ideas, shaping og concepts business opportunities that lead to solutions that people use - directly or indirectly. My specialization is in the design of collaboration and data-sharing solutions. I thrive with deconstructing complex activities. I am passionate about societal innovation and large scale business to community collaboration.
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