Innovation at ground level

Continuing on the theme of innovation in the field of software services, we need to understand that the “service” part of the software service industry is the one which would differentiate one organization from another. A software service company can choose to provide a wide variety of services in all possible domain or remain a niche player in one field only. However, the innovative firm will choose to provide its services differently. Innovation in software services has mostly  been on processes and deal oriented. These are structured at a very high level. They dictate how the workers would go about doing their work and how the finances would be structured. IMHO, the junior employee manning the keyboard does not have much say in that. But now there is need to bring innovative solutions to touch each customer/client. This will come only if the lowest level employees, who interact with clients on day-to-day basis are empowered to take decisions, big or small. What is required is to create an unique customer experience which will stay in the mind of the customer, long after the service is done