Designing an Open Service Innovation Model Based on Quality Improvement of Services in Municipalities of Iran

Nowadays, the necessity of using open innovation to increase the competitive ability of companies in domestic and foreign markets is felt as a new paradigm and the aim of innovation is to re-use the discoveries of others for the process of innovation through formal and informal channels.

The aim of this study was to design a model of open service innovation based on quality improvement of services in municipalities of the country, and the research design is qualitative with grounded theory method. Using snowball sampling method, in-depth interviews were conducted with 15 senior and experienced managers of municipalities and municipal deputies, senior managers of the governorate, managers of municipal cooperation organization and professors of public administration of universities.

The results showed that open service innovation model based on quality improvement of services with 16 conditions (1). Rapid Change of Technologies, 2. Ability to Attract Ideas, 3. Environmental Dynamics), Underlying Conditions (4. Organizational Attitude and Culture, 5. Facilities and Equipment, 6. Individual Factors), Interventional Conditions (7. Planning, 8. Participatory Capabilities, 9. Organizational and Non-Organizational Challenges), Strategy (10. Outsourcing, 11. Networking, 12. Skills Training, 13. Motivation of managers and employees) and consequences (14. organizational progress, 15. improving the quality of urban services and 16. economic and social welfare).

The implementation of open innovation provides the ground for more and faster access to scientific resources, technical knowledge and ideas and creates a favorable opportunity for creating value in a more economical way, so applying the open service innovation model, based on quality improvement of services, seems to be very efficient and useful in service organizations such as the municipality.