One of our members - Josh Gluckman from thinkGROWTH, recently provided this document from Arthur VanGundy. There is a bit of content, though well worth the read...
The Care and Framing of Strategic Innovation Challenges
avangundy@cox.net
November 2005
Author’s Note: This paper represents the draft version of parts of several
chapters in my recently-released book, Getting to Innovation: How. NY: AMACOM, 2007. http://www.amazon.com/Getting-Innovation-
Asking the Right Questions Generates the Great Ideas Your Company
Needs
Questions-Generates-Company/dp/0814408982/ref=pd_bbs_sr_1/105-
5881108-2916424?ie=UTF8&s=books&qid=1189367822&sr=8-1
Ideas in Search of Problems
easy and somewhat of a cop out. It is relatively easy to get ideas, but
probably more difficult to get “good” ideas—those with the greatest
probability of solving problems.
However, the very best ideas to the most poorly-defined problem might as
well not even exist. Anyone can have an exciting brainstorming session with
hundreds of ideas. Frequently neglected, however, is devoting as much time
and attention to clearly defining a challenge as is given to idea generation.
As famed photographer Ansel Adams, said, “There is nothing worse than a
sharp image of a fuzzy concept.”
Most of us tend to be more solution-minded than problem-minded. Although
lip service may be given about the need to “define the problem,” relatively
few people do it well. This paper will address how to focus on framing
challenges, especially as they might apply to strategic innovation.
Horse and Cart InnovationThe description above represents a “horse before the cart” approach to idea
generation. Some organizations also may use such an approach to
innovation initiatives. For instance, corporate managers often frame
challenges based mostly on strategic outcome objectives (e.g., profitability,
market share) along with some secondary goals such as generating new
products and enhancing marketing and branding. Of course, many other
objectives also need to be considered from a strategic perspective.
The route to achieving any of these objectives is NOT just generating ideas.
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Instead, tactical maps first must be constructed to lay out the strategic
terrain for all objectives. The old saying still holds true: “If you don’t know
where you want to go, any road will take you there.” It also is true that even
if you think you know where you want to go (an often costly, untested
assumption), you must create a map of goals to achieve along the way.
These maps are based on the premise that the objectives are stated clearly,
known, and understood—three, often erroneous assumptions. As Douglas
Adams aptly put it, “The hardest assumption to challenge is the one you
don’t even know you’re making."
Most organizations do a good job of collecting research on how and where to
innovate. However, Doblin, Inc. estimates that only about 4.5% of
innovation initiatives succeed! (Business Week, August 1, 2005, p. 72). One
reason might be due to poorly framed innovation challenges. Unfortunately,
there still are few resources on how to frame challenges for ideation.
Framing Challenges
to frame challenges for productive idea generation. Innovation challenges at
any organizational level should be relatively open-ended and target an
explicit objective such as increasing product sales.
A common way to state challenges is to start with the phrase, “How might
we...?” This provides a prompt for open-ended idea generation. For instance,
consider an objective of generating ideas for new floor-care products. It
might be tempting to ask: How might we generate ideas for new floor care
products? However, the focus then is on HOW to get the ideas as opposed to
the ideas themselves. So, it first is necessary to “de-construct” the challenge
into its parts, simply by asking basic questions:
The answers to these and similar questions then can be used as triggers for
specific challenge statements. For instance, answers to the above questions
might lead to challenges such as:
“How might we:
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Strategic Framing
previous section still apply. Organizations are guided by strategic visions and
planning processes. When they decide to innovate, they create strategic
innovation frames to guide the innovation process. A primary obstacle is how
to state innovation challenges and link together objectives so they will
produce strategic results.
Many innovation initiatives may fail because all of the secondary objectives
were not detailed and linked together appropriately. To illustrate the
potential relationships among such objectives, consider aerospace giant
Boeing Co.’s challenges described in Business Week (July 18, 2005, p. 44):
Each of these could function as corporate objectives. The question is,
however: “How should these objectives be framed and linked together in the
most productive way?” Consider the conceptual map in Figure 1 below.
These relationships illustrate that strategies are complex, interrelated
decisions (Quinn, 1980). Most objectives are nested within hierarchies of
other, related objectives. And, multiple goals typically must be achieved to
accomplish one primary goal (Richards, 1986).
As shown in Figure 1, there may be clusters of objectives linked together by
commonalities. These clusters can exist at the same or different levels. And,
they might be linked with other clusters within a hierarchical level or
between levels. Moreover, not all objectives in a cluster may be linked
across levels. For instance, Figure 1 shows encouraging innovation at the
fourth level linked with financial growth rate at the second level. How these
objectives are linked may depend on a variety of factors, especially the
competitive environment within different industries (Day, DeSarbo, and
Oliva, 1987).
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Figure 1 Hypothetical Framework of Boeing Strategic Objectives
Strategy Maps
Visual diagrams of strategic goals and objectives have been around for a
while, especially from the perspective of cognitive mapping. For instance,
most cognitive strategy maps draw on Kelly’s (1955) personal construct
theory. It postulates that we understand our environments by organizing
concepts that are relevant to a specific environment. Eden, Jones, and Sims
(1979) used this theory as the starting point for generating causal decision
maps. In their seminal research, Hodgkinson and Johnson (1987)
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interviewed senior managers in the grocery story industry and observed that
they tended to create hierarchies of their competitive environments based
on degrees of abstraction. (For a comprehensive review of strategy
mapping, see Huff, 1990.)
To some extent, Figure 1 parallels the more encompassing and elaborated
strategy mapping process used with the balanced scorecard (BSC) approach
of Kaplan and Norton (2001, 2004). They maintain that traditional strategic
planning is based too much on historical financial data and not enough on
the intangibles present in corporations. To increase performance,
organizations first should create a strategy map consisting of four, valuecreating
processes or perspectives: (1) Financial, (2) Customer, (3) Internal
Processes, and (4) Learning/Growth.
These maps then are used to translate an organization’s vision and mission
statements into effective performance. Basic strategy maps can involve 30
or more components, all of which must be aligned with each other and
monitored over time.
The hypothetical Boeing objectives shown in Figure 1 correspond roughly
with the top three BSC perspectives. Thus, “Profitability,” “Increase
Revenue,” and “Financial Growth” represent financial perspectives involving
long-term shareholder value. (These also might be labeled as “high-level,
super-ordinate,” objectives.) Next is the Customer perspective of rebranding
the corporate image. This would be subordinate to the financial perspective
because it could help increase the financial growth rate. Finally, “Reduce
Bureaucracy,” “Encourage Innovation,” and “Improve Culture” all reside at
the Internal Process perspective. Although these three objectives obviously
are quite ambitious, they still are attainable (or, at the least, worthy of
attention).
Learning and Growth, the lowest level BSC perspective, is not represented in
this conceptualization because it is hypothetical and limited just to the topics
in the article. Other objectives also are not represented that should be in a
comprehensive strategy, although that is not the goal of this paper.
This paper is not intended to represent all facets of strategic planning.
Instead, its focus is more on clusters of challenges that organizations
perceive as salient at a specific point in time. Most of the focus here is on
the Internal Processes perspective. That is, framing that is need-driven at a
particular time (and not necessarily framed in the context of more
encompassing variables). Moreover, this paper is oriented toward how to
state (or frame) individual challenges and then link them together as
frameworks to guide portions of a strategic innovation initiative.
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As appealing as the BSC approach may be, there might be situations in
which it is not as useful. For instance, it may be deemed too expensive for
some organizations, too complicated, or just plain overwhelming (Ashkenas,
2004). It also may conflict with idiosyncratic organizational barriers such as
turf protection, competition for scarce resources, and resistance to broadscale
change.
Weaknesses, in addition to the above, include assumptions about rationality
(shared by most such behavioral/cognitive approaches) and the lack of
“integration opportunities” within the internal processes perspective—e.g.,
links between product development and operations management and
customer management (Wood, 2005). Along these lines, Marr, Schiuma and
Neely (2005) argue convincingly for adoption of “value creation maps” that
incorporate interdependencies between both tangible and intangible assets.
In spite of any shortcomings, BSC and strategy maps remain useful tools for
strategic planning, system-wide change, and performance management
enhancement.
Evaluating Innovation Challenges
All of the challenge statements used so far are based on the assumption that
they are well-framed. In “real life,” however, that often is not the case. Wellframed
challenges must satisfy various criteria before even considering how
to link them together or determine their priority.
Evaluation criteria typically can be classified as general or specific. General
criteria apply to most decisions and typically involve resources such as time,
people, and money. Specific criteria pertain directly to the nature of the
alternatives available. Based on research and experience (especially with the
Global Innovation Challenge—http://www.innovationchallenge.com), I
believe the seven most important criteria required to evaluate and select
innovation challenges are:
1. Begins with the phrase, “How might we...?”
2. Singularity of objectives?
3. Absence of evaluative criteria?
4. Absence of solutions?
5. Appropriate level of abstraction?
6. Appropriate use of positioning elements?
7. Clear and unambiguous?
1. Begins with the phrase, “How might we...?” Posing challenges as openended
questions helps insure they can be used to generate specific ideas
for specific challenges. Otherwise, the challenge might be better directed
in another direction.
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2. Singularity of objectives. This means that there should be a focus on only
one objective in each challenge. Consider this example from a major
produce distributor: “How might we differentiate ourselves from our
competition and radically increase consumption of our produce?” Better
wording might be:
The priority then might be on differentiation since that might help increase
consumption.
3. Absence of evaluative criteria. Perhaps the most common mistake in
framing innovation challenges is including evaluation criteria. The human
mind has trouble generating ideas while simultaneously trying to
determine if they would satisfy all possible criteria. A focus on judgment
during ideation also can limit creativity. Even ideas viewed initially as “bad
ideas” might be real winners when modified, combined, or used simply to
trigger new ideas. Use criteria later, after you have generated all possible
ideas.
4. An absence of solutions. It may appear paradoxical, but there can be a
fine line between challenges and solutions. One reason is that challenge
objectives and solutions often are confused by including them in a single
challenge statement. For example, consider this from a restaurant chain:
“How might we increase the number of diners in our restaurants by
creating a more healthy menu?” The primary objective seems to be to
increase the number of diners. “Creating a healthier menu” is one
potential solution for achieving that objective. The challenge might be reframed
as, “How might we make our menu healthier?” So, the solution
becomes a challenge based on the assumption that a healthier menu will
increase the number of customers.
5. Appropriate level of abstraction.
apply. In general, the broader and more abstract a challenge, the better.
Broad challenges encompass a greater number and diversity of potential
secondary challenges. For instance, in the example used regarding an
absence of solutions (Criterion #4), a healthy menu could be used as a
secondary challenge to increase the number of customers.
6. Appropriate use of positioning elements. Positioning elements are criteria
that help frame the scope of the primary challenge. They should not be
emphasized as the primary focus, be overly specific, or be included as part
of the challenge statement. Instead, positioning criteria should be more
general and listed below the challenge. For instance, in the restaurant
example, it could be stated (after the challenge) that ideas for increasing
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restaurant customers should, in some way, emphasize health. Or,
positioning criteria can be used to indicate what ideas are not wanted.
7. Clear and unambiguous. If the previous six criteria have been addressed
adequately, the challenge should be relatively clear and unambiguous.
This criterion serves as a final check prior to ideation. Review the
challenge to be sure that all of the previous criteria have been considered
and that there is a clean, simple, and straight-forward challenge capable
of generating ideas.
Relatively Simple Challenge Framing
To illustrate how to apply these criteria, here is an actual, relatively simple,
presented challenge from a consumer products company:
“How can the Big Bucks Company develop brand awareness for its new XYZ brand of products with little marketing or PR funds?”
A quick scan of the seven criteria discussed above suggests that this
challenge contains two criteria (“little marketing or PR funds”) that should be
removed and used as positioning elements or reserved for later use as
evaluation criteria. After presenting this option to the client, they decided to
frame the challenge as:
“How might Big Bucks Company improve the brand awareness of its XYZ line of consumer products?
Solutions ideally would not involve significant marketing or PR funds.”
Moderately Complex Challenge Framing
Consider this moderately complex challenge from an international hotel and
resort chain, with the pseudonym, “BedsRUs:”
“With a diverse and creative workforce, what strategies can BedsRUs implement to deliver a new level of service to guests? We want to provide ideas that can be implemented that would also make the Beds R Us brand more distinctive and thus create a closer and more emotional connection with travelers.”
Rather than using this presented challenge as is, let’s see how we might deconstruct
it for more effective ideation. The first task is to create a single
objective using the “How might we...?” format. In this case, “a new level” is
ambiguous, so the challenge might be reframed as: “How might we improve
customer service?”
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“Ability to implement,” mentioned in the presented challenge, might be
reserved as a criterion. Brand distinctiveness could be used either as a
criterion or as another challenge objective. And “a closer and more
emotional connection with travelers” might be posed as the following
challenge: “How might BedsRUs create a more emotional connection with
travelers?” (This was the challenge the client selected.) One potential
concept map for BedsRUs is shown below in Figure 2.
Figure 2 Concept Map of Strategic Objectives for “BedsRUs”
This diagram incorporates all of the elements of the presented challenge. As
displayed, the goal of improving customer service directly affects creating a
more emotional connection with travelers. The emotional connection is
critical to making the brand more distinctive which, in turn, directly impacts
the occupancy rate. Customer service also affects the occupancy rate
directly as do an emotional connection and making the brand more
distinctive.
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Complex Challenge Framing
Some presented challenges are quite complex, reflecting in-depth research
and input from a variety of stakeholders. For instance, consider this
presented challenge from an international mailing service organization
(“MailIsUs”):
“The objective for this challenge is to develop a new product/service/ process or an enhancement to an existing product/service process that will result in increased revenue for MailIsUs. This can be accomplished by:
Whew! That’s a lot to take in and especially way too much for any productive
ideation in one bite. This challenge definitely needs to be de-constructed and
sorted out.
The primary objective seems to be increasing revenue (the core challenge,
although a case might be better made for profitability). The remaining
information only serves to increase complexity by suggesting a focus on all
the possible combinations present (e.g., develop a new product for new
customers, enhance an existing product for new customers, or develop a
new service for existing customers, ad naseum).
Evaluating these possibilities against the decision criteria suggests that the
only criteria satisfied within these challenges are an absence of evaluation
criteria and solutions. There also are too many variables to process while
simultaneously generating ideas. More importantly, specific objectives other
than increasing revenue or profitability need to be identified.
To identify these objectives, I reviewed multiple documents from the client
involving strategic issues such as the competition, markets, strengths and
weaknesses, and trends. Based on this research, I then “harvested” 21
potential challenges that key stakeholders narrowed down to nine. (The
process for doing this is known as a “Challenge Bank” or “C-Bank” and is
described later in Figure 6.)
The task then was to decide which challenges would be secondary to others.
That is, which should be accomplished first to achieve the primary objective
of increasing revenue? It also was important to decide how the different
objectives might be interdependent—i.e., linked in ways so that
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achieving one will help achieve another. Potential relationships for this
client’s challenges are depicted in the concept map shown in Figure 3.
For instance, Figure 3 indicates that two primary challenges secondary to
increasing revenue are increasing access and awareness of their products
and services. These challenges, in turn, are likely to be impacted by the
challenges indicated in the figure. For example, increasing awareness should
increase delivery volume that, in turn, should increase revenue directly.
And, facilitating online commerce should increase access so that revenue
increases.
In the end, the client chose to focus on both increasing access and
awareness. Of course, this does not mean that the other challenges would
be abandoned. All of them could be used to facilitate these dual objectives
that, in turn, should increase revenue (with the implicit assumption that
profitability also would result).
Figure 3 Conceptual Map for “MailIsUs”
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Strategic Question Banks
Willy Sutton, a notorious bank robber in the 1930s, supposedly was asked
once why he robs banks. His answer was simple and to the point: “Because
that’s where the money is!” Strategic question banks (“Q-Banks”) are used
because asking questions is where the answers are! Simple as that.
Question banks are a logical choice to use during strategic framing because
lists of questions and responses contain the answers needed to focus on
overcoming organizational challenges. Innovative ideas then can be taken
from the responses.
At the outset of strategic planning, organizations are in different perceptual
“locations.” That is, organizational stakeholders may differ in their
perceptions regarding the organization’s strategic positioning. A Q-Bank is a
broad process that can help an organization take a hard look at itself and
increase understanding about what it does and does not do, as well as what
it should do. The outcome will be a sense of potential strategic directions to
pursue.
Q-Banks are useful if an organization is trying to find its direction, wants to
affirm its current strategic plan, lacks consensus about strategy among key
stakeholders, or wants to chart a new course. A Q-Bank is not, however, a
substitute for conventional strategic planning. Many organizations already
have collected the information needed, but still could benefit by involving
key stakeholders or in just updating old information. Planning is a process,
not an end result.
A typical Q-bank is implemented by sending out a list of generic questions to
key stakeholders—usually around 10 – 30 people. This can be done via email
and involve one or two rounds. An abbreviated list of sample questions
follows (VanGundy, 2000):
Our Company
What does our company do?
What do we want to do in the future?
Where are we positioned in the minds of our customers?
Our Brand
What values are associated with our brands?
How consistently do we transmit these values?
What is our brand awareness?
Our Customers
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Who are our customers?
Who would we like to have as customers?
Our Markets
What markets are we in?
What markets would we like to penetrate?
Our Products
What products do we have that are successful? Do we know why?
What products do we have that are not successful? Do we know why?
Our Competitive Set
What do we like about our competition?
What are they doing right?
What are they doing that’s not working?
Q-Bank responses eventually are used as the basis for generating potential
innovation challenge questions. The basic Q-Bank process is shown in Figure
4 below. As shown in the figure, a preliminary list of questions is generated
and sent to stakeholders for their feedback and any new questions they
might want to add. The data are analyzed and summarized by organizing the
responses into affinity groups involving such topics as: customer service,
marketing, branding, or sales. These data are sent to the stakeholders again
or are used to generate a list of final challenge questions for client approval.
The final list typically is narrowed down to one or more challenges to use for
ideation.
To practice using a Q-Bank, you can conduct your own, even if it involves a
relatively small number of people. It also doesn’t have to be system-wide;
instead you could practice with six or seven people from one department.
You also could use the questions listed previously and add some of your
own.
Here are some sample responses from a large financial services organization
to Q-Bank questions such as those described above (the responses have
been modified and presented below in italics):
1. Where are we positioned in the minds of our customers? Not really at
all. Many of our customers do not deal directly with us.
2. What is our brand awareness? We have no brand awareness.
3. When don’t our customers like us? Industry-traditional complaints
such as high fees.
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4. What is the competition doing that’s not working? Conducting price.
wars
5. What values are associated with our brands? Customer service isHow do our customers benefit from our products or services? A
excellent and our customers believe they receive good value from our
products.
6.
primary benefit is 24-hour access to our resources and services.
Figure 4 The Basic Q-Bank Process
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The answers to all of the questions can be reviewed and then converted into
challenge statements. A Challenge Bank (“C-Bank”) next could be conducted
using these challenges as the initial input. For instance, the responses above
might suggest such questions as:
How might we:
If more clarity is needed, a concept map—such as the one in Figure 5
below—also could be developed depicting how these objectives might be
interrelated. Otherwise, such maps could be created after finishing a C-Bank.
Figure 5 Conceptual Map for Financial Services Company
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STRATEGIC CHALLENGE BANKS (“C-BANKS”)
In contrast to Q-Banks, Challenge Banks (“C-Banks”) assume that an organization already has the information gleaned from Q-Banks (or their equivalent) and can proceed directly to generating a list of potential strategic challenges. A typical C-Bank process flow chart is shown below in Figure 6. As shown, the process for C-Banks is essentially the same as for QBanks. The difference is that Q-Banks may end with a short list of challenges (Q-Banks also could end with just with a list of responses to the general questions.) C-Banks, in contrast are designed to end with a comprehensive list of innovation challenges. Figure 6 The Basic C-Bank Process 17 C-Banks can begin in one of two ways. First, a positioning statement is presented to a group of stakeholders who are asked to use it to generate challenge statements and return them to a coordinator (Round #1). For instance, a manager might request challenges based on the following script:
“As you know, we currently face competitive threats from emerging markets such as Brazil, Russia, India, and China. As we transition from a technology product to a service-based business model, what challenges should we address? For your responses, please put them in the form of, ‘How might we...?’ For example, ‘How might we improve human resources functions in emergent countries?’ Please email your responses to me no later than the end of the week. I then will collate everything and send you the results to stimulate additional challenges. Thanks for your help with this vital project.” Figure 6 shows this version of a C-Bank. Once the stakeholders have a chance to generate additional challenges after inspecting the previous ones (Round #2), you might return the responses for a third round. The option also exists, of course, to conduct only one round without returning the results. Or, you could do only two rounds, organize those results into affinity groups, and send them to the client for approval and eventual ideation. The second way to do a C-Bank is to use the results from a Q-Bank and generate a preliminary list of innovation challenges. You then could do one or more rounds, each time organizing the results into affinity groups. Once the client approves the final challenge(s) ideation can begin.
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