QUESTION 1

Explain the following theories of innovation – diffusion of innovation and disruptive innovation. Explain how you
could apply each theory in the workplace.

Diffusion of innovation Social work interventions range from innovations in human resource
management to client counseling to technology deployment. The field
Diffusion of Innovation Theory. exhibits a varied terrain for which narrow prescriptions for change may
Diffusion of Innovation (DOI) prove inadequate. Diffusion theory, with validated concepts that
Theory, developed by E.M. concern different aspects of personal, organizational, and social
Rogers in 1962, is one of the change, offers social work researchers a menu of concept
oldest social science theories. It
combinations that may be quite adaptive to different social work
originated in communication to innovations, different types of service providers and clients, and varied
explain how, over time, an idea settings.
or product gains momentum
and diffuses (or spreads)
through a specific population
or social system.

Disruptive innovation Regardless of the way the phrase is interpreted, at the end of the day,
a disruptive innovation has the power to dramatically impact (or even
n business theory, a disruptive destroy) an organization.Disruptions can come from practically
innovation is an innovation anywhere: competitors, other organizations, global companies, supply
that creates a new market and chain partners and more. And while some businesses play the role of
value network and eventually the disruptor, others are caught unprepared by disruptions in their
disrupts an existing market and very own space.
value network, displacing
established market-leading
firms, products, and alliances.
Bibliography
Dearing, J. W. (2010, 10 20). NCBI. Retrieved from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2957672/

QUESTION 2

a) List any six qualities/behaviour of a manager who supports innovation in the workplace.

1. You Continuously Embrace The Opportunity Mode Of Thinking

2. You Are Adept At Assaulting Assumptions
3. You Develop Empathy For The End Customer
4. You Proactively Think Ahead Of The Curve
5. You Continuously Fortify Your Idea Factory
6. You Are Adept At Building The Buy-In

Bibliography
Tucker, R. B. (2017, 02 17). FORBES. Retrieved from
https://www.forbes.com/sites/robertbtucker/2017/02/09/six-innovation-leadership-skills-
everybody-needs-to-master/#4ac05b405d46

b) List any six qualities/behaviour of a manager who hinders innovation in the workplace.

1. The Lousy Listener

2. The Complacent Leader
3. The Buddy Boss
4. The Inbox Slave
5. The Unethical Boss
6. The Unfair Boss

Bibliography
Hein, R. (2013, 04 13). CIO. Retrieved from https://www.cio.com/article/2386316/11-profiles-in-bad-
leadership-behavior.html

T.
QUESTION 3

a) In your own words, explain the concept of innovation in your own workplace (if you are not currently
working, choose a workplace/industry or one you have worked in previously).

Innovation management covers all measures to promote and exploit innovations in the company. Not
only the new is the focus, but also the benefit of the innovation. The goal is new and improved
products, new business models or new processes.
 b) Briefly explain the value and benefits of innovation in the workplace.

For a business, it could mean implementing new ideas, improving services or creating dynamic
products. It can act as a catalyst that can make your business grow and can help you adapt in the
marketplace.By innovation, we mean changing your business model and making changes in the existing
environment to deliver better products or services. Successful innovation should be a part of your
business strategy, where you can create a culture of innovation and make a way for creative thinking.
It can also increase the likelihood of your business succeeding and can create more efficient processes
that can result in better productivity and performance.For that, business owners need innovation and
creativity to find new things. Try adopting and creating new ideas that will help you grow beyond your
competition.

Bibliography
Limited, S. H. (2018, 06 22). the startub. Retrieved from https://medium.com/swlh/4-important-
benefits-of-innovation-in-business-64ed0d78d150

c) Think about your own workplace (or the one you chose above in part a) of this question). What are three
examples of triggers for innovation.

1. Customers

Customers are the most important stakeholders in innovation management, because ultimately
innovations are developed to meet their requirements. The wishes, problems, tasks and needs of
customers, which also include users, decision-makers and customers, are the foundation of innovation.
The aim of identifying innovation potential is to identify needs that are

2 Market setting

However, it is not only the customers themselves who provide the potential for innovations, but also
the opportunities and triggers that can be found in the entire market. The analysis of competitors can
also lead to new ideas, but they will probably be less innovative as they are mostly copies. Unless you
set yourself the goal of making the best copy as a follower instead of just one Me-Too product..

3. Trends and future projections

Trends and scenarios in the future are, of course, the most important drivers and triggers of
innovation. They offer many opportunities and scope for innovation. The analysis of trends and their
 effects on your company and your own industry identifies many innovation potentials for the future.
With this approach, organizations can gain an important advantage and help shape the future instead
of being just followers

Bibliography
Emprechtinger, F. (2018, 04 27). LEAD innovation management. Retrieved from https://www.lead-
innovation.com/english-blog/identification-of-innovation-potential-6-important-triggers-for-
innovation

QUESTION 4

Access the National Innovation and Science Agenda website http://www.innovation.gov.au/page/agenda to

complete the following questions.

a) What four areas does the agenda focus on?

1. Taking the leap: backing Australian entrepreneurs by opening up new sources of finance, embracing
risk, taking on innovative ideas, and making more of our public research.

2. Working together: increasing collaboration between industry and researchers to find solutions to
real world problems and to create jobs and growth

3. Best and brightest: developing and attracting world-class talent for the jobs of the future.

4. Leading by example: the Australian Government will lead by example; embracing innovation and
agility in the way we do business.
 b) Select an initiative under one area of the agenda and provide an explanation of what the initiative is, when
it is expected to launch and how much will be contributed towards supporting the initiative.

The Digital Marketplace is a simple, open platform that brings government buyers and digital sellers
together. It simplifies the procurement process and makes it easier for businesses of all sizes to access
government contracts. It does this in the following ways: it breaks down large-scale digital quirements
(including information and communications technology) into smaller parts it allows government buyers
and digital sellers to sign up easily it enables government buyers to search for services quickly, identify
suppliers and procure the best-value option for their project.

QUESTION 5

Leila manages the complaints team in her workplace. Lately the team have received an influx of calls
complaining about the service of the business. Each of the complaints representatives end up spending
long periods of time in their day on the call with frustrated customers. One of the things that takes up
the most amount of time is the way the call interactions are recorded. More customers are now
complaining about the way their calls are managed – customers have to wait for days to get a call back
or hear anything.

The business does not have a centralised system for taking down customer calls or recording
interactions. This has always been a manual process – customer notes written down on random bits of
paper or post it notes, shoved away in a yellow file which ends up moving from desk to desk.

Often these bits of evidence documenting customer feedback or issues are lost in the pile of files. It
takes a lengthy amount of time for the representatives to retrieve the correct information as they end
up having to physically sift through piles of files.

The high number of calls has caused the team to be quite stressed and as a result, miserable. Some of
the staff have even spoken of quitting their jobs if the process does not change. The previous manager
who was aware of this issue, did not want to change the process or introduce anything new to assist
staff and customers. They brushed off staff ideas being reluctant to change and spending any money to
help improve the customer and staff experience.

a) How could Leila generate new ideas to help improve the customer complaints management process?
Having procedures in place will help you manage a complaint in 3 stages by:
1. finding out why your customer is unhappy
2. doing everything you reasonably can to make your customer happy
3. reviewing the incident to consider potential improvements to service or complaints handling.

b) What are some potential barriers and challenges to improving the process?

Indifference, Inattention, Lack of commitment, Poor team work, Overworking, Scripted

communication, Inconvenient access to support, Lack of customer personal data or insufficient use of
it, Low first call resolution rate and Delayed response.

c) How could Leila encourage and motivate creative thinking among her team?

Compliment and Criticise Meaningfully, Challenge people often, Remind people that You want ideas,
Ask open questions, especially about assumptions, Provide Time and Opportunities to Think, Provide
Space to Think and Talk and Create, Go on Creative Thinking Field Trips, Push Ideas, Implement Ideas,
Encourage Humour and e Creative Yourself – and Demonstrate it!

d) How could innovation be promoted and celebrated in the workplace?

The startup scene today is an overcrowded space where companies are constantly vying for talent. But
hiring talented people is only the first step in cultivating an innovative and creative environment.
Building a workplace where there is a constant exchange of ideas involves finding the right formula for
your company and culture. You can’t force creativity, but the right setting will put your team in the
right frame of mind to find imaginative solutions. Here are six ideas to help cultivate creativity: Be
easygoing, Hire for culture, Bring on people who love what they do, Encourage diversity, Incorporate
sprints and Take ample time off.
e) List risks to the business if Leila did not implement any changes; and list risks to Leila if she did

implement changes.