1. 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

2. 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

3. 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

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

5. 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

6. 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

7. 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

8. 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

9. 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

10. Storyboarding your service design
Tutorial Exercises
Storyboarding your service design

11. Week 4 Service Design Blueprint
Revisit via a visual story narration and identify or see how improvement ideas work
Some reference resources:
How to apply  see