Technical and Non-Technical Enablers Required for the Design of a Process- and Product-Innovation Framework to Enable a Client-Centric Culture

The journey to client centricity through structured innovation has a beginning but no end. It starts with the conceptualisation of an idea, develops through organisational alignment and iterations of implementation, learning and improvement. Client centricity has proven to be an elusive goal for many organisations. Agile disruptive innovation is required to remain relevant in the areas in which they operate. A paradigm shift is required and organisations need to change the strategies from being product centric to focusing on client centricity instead. The biggest issue and major challenge typically faced by organisations attempting make this shift, is the organisational culture. Qualitative research, combined with action-based research, was conducted to assess the technical and non-technical enablers required to implement a generic product and process innovation framework to establish a client-centric culture in a diverse and decentralised international logistics solutions organisation.