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Solving Problems with Design Thinking: Ten Stories of What Works

by Jeanne Liedtka, Andrew King and Kevin Bennett Columbia University Press
Pub Date:
07/2013
ISBN:
9780231163569
Format:
Hbk 232 pages
Price:
AU$66.00 NZ$68.70
Product Status: In Stock Now
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Instructors
& Academics:
Design-oriented firms such as Apple and IDEO have demonstrated how design thinking can directly affect business results. Yet most managers lack a real sense of how to put this new approach to use for issues other than product development and sales growth. Solving Problems with Design Thinking details ten real-world examples of managers who successfully applied design methods at 3M, Toyota, IBM, Intuit, and SAP; entrepreneurial start-ups such as MeYou Health; and government and social sector organisations including the City of Dublin and Denmark's The Good Kitchen.

Using design skills such as ethnography, visualization, storytelling, and experimentation, these managers produced innovative solutions to problems concerning strategy implementation, sales force support, internal process redesign, feeding the elderly, engaging citizens, and the trade show experience. Here they elaborate on the challenges they faced and the processes and tools they used, offering their personal perspectives and providing a clear path to implementation based on the principles and practices laid out in Jeanne Liedtka and Tim Ogilvie's Designing for Growth: A Design Thinking Tool Kit for Managers.

Foreword
1. Dispelling the Moses Myth
2. Reimagining the Trade Show Experience at IBM
3. Postmerger Integration at Suncorp
4. Transforming B2B Customer Engagement at 3M
5. Rethinking Strategic Planning at SAP
6. Redesigning the Customer Contact Center at Toyota
7. Social Networking at MeYou Health
8. Industry Collaboration in Financial Services with the FiDJI Project
9. Rethinking Subsidized Meals for the Elderly at The Good Kitchen
10. Engaging the Citizens of Dublin
11. Scaling a Design Thinking Competency at Intuit
12. Where Do We Go from Here?
Postscript. Educating Managers for Design

Jeanne Liedtka has been involved in the corporate strategy field for more than thirty years. She has served as associate dean of the MBA program at the Darden School of Business, executive director of the Batten Institute for Entrepreneurship and Innovation, and chief learning officer at United Technologies Corporation.

Andrew King has a faculty appointment to the Darden School of Business as a research associate for the Batten Institute.

Kevin Bennett has worked for organizations ranging from technology start-ups to government institutions and is currently manager for marketing and partnership development at Personal, a technology start-up in Washington, D.C.