Evidence of Quality Mgt Lecture Overview Benefits Strategy for protecting market share Value add in efficiency improvements Eligibility for tenders esp governments Improved quality assurance & management capacity Costs High compliance cost High compliance administration Non certified firms still get contracts Evidence of Quality Mgt Capacity Development via

Quality Management Trends Australia TQM approaches less popular than ISO standards Decline use of quality tools Practice in operations functions - least in HRM Employee training & capabilities increasing China Since 1993, growth in standards based competency and capacity accreditation Varying implementation outcomes – more successful in Joint Ventures than Chinese state owned enterprises

Australian Innovation Capacity Low Investment in: Acquiring new technology R&D Small venture capital market for funding innovation Uncoordinated R&D centres and industry R&D units SME driven innovation Australian Business Excellence Award Framework 9 Principles of Business Excellence

The National System of Innovation in Historical Perspective Reading The National System of Innovation in Historical Perspective

Knowledge Dev & Accumulation as part of investment List (1841) – UK’s National System of Political Economy Leveraging innovation to: compete with countries Protecting infant industries Using policies that foster new technology dev & application Knowledge Dev & Accumulation as part of investment Since 1800s, Germany lead in technology innovation via Best technical education & training systems in the world that sustains till today Never as good as German technology developments Viewed as spasmodic & belated

Romer (1986), Grossman & Helpman (1991) – New Growth Theory of Innovation Development & application Forms a nation’s IP capital that is intrinsic to creating physical capital Technology learning Technology dev and application Economic growth strategies by Buying new technology Acquiring own R&D capacity Eg Germany adopted these strategies and still beat UK in its world dominance of innovation development & application Plus: Educate people in quality & technology Leverage country factors to increase innovation & capability building Buy the best technology Invest in quality & technology education Eg US beating Germany in R&D Leverage country’s factors of advantage Acquire own R&D Capacity Cheap access to materials, land, talents & energy resources

Late 1990s to Now – Specialised R&D capacity building Invest in quality & technology education Buy the best technology Leverage country’s factors of advantage Acquire own R&D Capacity Which technology area to specialised in? Germany – industry R&D, product & process innovations in manufacturing

Large R&D Institutions SME & in-house R&D models OECD nations …………………US … Japan USSR & eastern Europe Latin Americas SE Asia ………………………………China & India R&D Education & training Production engineering Design Quality control Process & product/service  business model innovations Science & technology integration Start of system thinking innovations 3 domination areas ICT Bio-technology New materials technology Economic change via technology change  social & economic change ………… Globalisation  innovation impacting economic & social changes

Reading Link to Lecture Innovation is important for economic success in a globalised world BUT Australia Low Investment in: Acquiring new technology R&D Small venture capital market for funding innovation Uncoordinated R&D centres and industry R&D units SME driven innovation

Storyboarding your service design Tutorial Exercises Storyboarding your service design

Week 4 Service Design Blueprint Revisit via a visual story narration and identify or see how improvement ideas work Some reference resources: http://johnnyholland.org/2011/10/storyboarding-ux-part-1-an-introduction/ http://www.usabilitybok.org/storyboard How to apply  see http://www.usabilitybok.org/storyboard