Service Innovation and New Service Development at Indian Institute of Technology (IIT), Delhi, India

Abstract

Purpose: This article reports on study that attempted to find out the innovation, new product development, and new service development that meet user expectations and needs in this rapidly changing environment at IIT, Delhi.

Design/methodology/approach: The investigator conducted a survey with the help of structured questionnaire on 300 respondents. A total of 300 self-administered questionnaires were distributed among faculty members, research scholars, post graduate students and under graduate students by adopting stratified random sampling. 267 valid samples were collected and analyzed. The response rate is 89%.

Findings: This paper presents the issue of services and the innovation process and how services are viewed in relation to technological innovation. The analysis highlight that services are becoming more important within the innovation process. Fostering and facilitating innovation, the intelligent use of knowledge and an internal enterprise culture which embraces change are critical issues for IITs and their libraries. It is evident from current environmental indicators that IITs need to utilize two tools skilfully in order to create customer value: innovation and strategy. Therefore, IITs and their libraries positioning themselves for the 21st century need a vision, leadership and infrastructure for innovation.

Originality/value: This article is original because it generates new insights and innovation in library service at IIT library on the base of an in depth survey.