Marta Gasparin

Improving Design with Open Innovation: A Flexible Management Technology

OVERVIEW: Is it necessary or even possible to apply the management technology of open innovation to all projects in the same way? An analysis of the practices used in different product development projects in the same European medical company shows that commercially successful projects did apply many of the best practices for open innovation. However, projects were not equally successful. The outcome seems to be highly influenced by the type of collaborative arrangements used and their application. In particular, the analysis indicates that organizational factors seem to be indicative but not sufficient for success, and some open innovation practices were more successful than others. The most open and exploratory practices were not so successful in this company. This might be due to the nature of innovation, which develops in unpredictable and nonlinear ways. These observations suggest that those involved in open innovation need both a broad knowledge of the various potential elements of an open innovation effort and a flexible attitude toward their application.

How complaining customers make companies listen and influence product development

The analysis in this paper shows how complaining customers can make companies listen to them by spurring the mobilisation of various actors into a hybrid collective strong enough to influence companies’ product development. Customers as sources of innovation have been analysed previously in the literature, whereas the process of how complaining users mobilise support to influence companies has received less attention and is not well understood.This study uncovers the processes that made it possible for a 17-year-old Norwegian to become pivotal in constructing a problematisation, which emerged to become so strong as to alter the Norwegian Coca-Cola Company’s earlier decision to cease production of a product in a certain size. The analysis uses constructs from actor–network theory (ANT) and shows how a single dissatisfied individual was able to become a spokesperson who, through different processes, mobilised a heterogeneous group of consumers into a loosely connected hybrid collective. The spokesperson acted on behalf of the hybrid collective and put growing pressure on a multinational company, influencing its decision making. In this case, the complaining customer did not exit, nor did he become a lead user, but rather became a hybrid customer who actively tried to mobile others in his desire for a product.The study reports on a process analysis of the means by which the company was induced to reinstate a discontinued product. The analysis is divided into three episodes, each marking a critical phase for the collective. This opens up the way for an examination of the processes of mobilisation, interessement, enrolment and mobilisation, revealing the margins of manoeuvre and how these are negotiated and delimited in the process.

We Have Always Been Modern(ist): temporality and the organisational management of ‘timeless’ iconic chairs

In organisation studies, objects have been analysed as actors that enable sense to be made of organisational reality. We expand on this literature by exploring the times of the modernist design firm through its iconic chairs, using archival and contemporary ethnography to study timeless design. We suggest that studies of organisational times that focus on selectivity in organisational memory or history can be augmented through a detailed study of the folding of pasts, presents and futures into objects. Furthermore, we advocate for the treatment of objects as material semiotic actors that participate in the construction of organisational times, with iconic chairs acting as disruptors of otherwise linear organisational times. As material semiotic actors, these objects do not enable a single organisational time, but instead participate in disrupting time, deny any possibility of a pure and linear form of time, continuing to provoke the organisation and its members.