Innovation in Services: The Case of Fleury—A Diagnostic Medical Center

  • Eduardo VasconcellosEmail author
  • Liliana Vasconcellos-Guedes
  • Rendrik Franco
  • Patricia Yumi Maeda
  • Luís F. A. Guedes
  • Marcos C. Bruno


This book is mainly focused on the need to combine theater driven and factory driven organisations. It says how to involve customers to design the service process. In this sense, it is mainly related to the innovation in service processes. This chapter introduces another interesting element of innovation, the role of strategy and culture.


Knowledge Management Innovation Process Open Innovation H1N1 Virus Service Process 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


  1. Barros, L. C. (2001). Teoria Fuzzy x Biomatemática. Campinas: Instituto de Matemática, Estatística e Computação Científica da UNICAMP.Google Scholar
  2. Chandler, A. D. (1962). Strategy and structure: Chapters in the history of the American industrial enterprise. Cambridge, MA: MIT Press.Google Scholar
  3. Chesbrough, H. (2003). Open innovation – The new imperative for creating profit from technology. Boston, MA: Harvard Business School Press.Google Scholar
  4. Davila, T., Epstein, M. J., & Shelton, R. D. (2006). Making innovation work: How to manage it, measure it, and profit from it. Upper Saddle River: Pearson.Google Scholar
  5. Galbraith, J. (2002). Designing organizations. California, MA: Jossey-Bass.Google Scholar
  6. Godoy, A. (1995). Pesquisa qualitativa: tipos fundamentais. Revista de Administração de Empresas (May–June 1995) (pp. 20–38). São Paulo: FGV.Google Scholar
  7. Goode, W. J., & Hatt, P. K. (1972). Métodos em Pesquisa Social (Trans. Carolina Martuscelli Bori). São Paulo: Companhia Editora Nacional.Google Scholar
  8. Jamrog, J., Vickers, M., & Bear, D. (2006). Building and sustaining a culture that supports innovation. HR. Human Resource Planning, 29(3), 9–19.Google Scholar
  9. Mintzberg, H., Lampel, J., Quinn, J. B., & Ghoshal, S. (2006). O processo da estratégia: Conceitos, e casos selecionados. Porto Alegre: Bookman.Google Scholar
  10. Mohrman, S. A., & Cummings, T. G. (1989). Self designing organizations: Learning how to create high performance. Reading, MA: Addison Wesley.Google Scholar
  11. O’Reilly, C. A., III, Chatman, J., & Caldwell, D. F. (1991). People and organizational culture: A profile comparison approach to assessing person-organization fit. Academy of Management Journal, 34(3), 487–516.CrossRefGoogle Scholar
  12. Panuwatwanich, K., Stewart, R. A., & Mohamed, S. (2008). The role of climate for innovation in enhancing business performance: The case of design firms. Engineering Construction and Architectural Management, 15(5), 407–422.CrossRefGoogle Scholar
  13. Pedroso, M. C., Franco, R. F., Terra, J. C. (2008, Ago). Transformando Intangíveis em Valor Real aos Clientes. Harvard Business Review, 59–66.Google Scholar
  14. Schein, E. H. (1988). Innovative cultures and organizations. Management in the 1990s Research Program. Sloan School of Management, Massachusetts Institute of TechnologyGoogle Scholar
  15. Schein, E. H. (1996). Three cultures of management: The key to organizational learning. Sloan Management Review, 38(1), 9–20.Google Scholar
  16. Vasconcellos, E., Cipolla, J., Wahler, D., & Moterossi, J. (2012). Estratégia Estrutura e Internacionalização da Wahler do Brasil. In E. Vasconcellos (coord.) Como Vencer a Concorrencia de forma Lucrativa- ensinamentos do Google, Intel, Cielo, Man, Wahler, Petrobras e outras empresas. Editora Atlas.Google Scholar
  17. Vestal, W. (2005). Knowledge mapping, the essentials for success. Houston: APQC International Benchmarking Clearinghouse.Google Scholar
  18. Yin, R. (1994). Case study research: Design and methods. London: Sage.Google Scholar
  19. Zadeh, L. A. (1978). Fuzzy sets as a basis for a theory of possibility in. Fuzzy Sets and Systems, 1, 3–28.CrossRefGoogle Scholar

Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  • Eduardo Vasconcellos
    • 1
    Email author
  • Liliana Vasconcellos-Guedes
    • 1
  • Rendrik Franco
    • 2
  • Patricia Yumi Maeda
    • 2
  • Luís F. A. Guedes
    • 3
    • 4
  • Marcos C. Bruno
    • 1
  1. 1.University of São PauloSão PauloBrazil
  2. 2.Fleury GroupSão PauloBrazil
  3. 3.Bocconi UniversityMilanItaly
  4. 4.FIA - Fundação Intituto de Administração and ResearcherUniversity of São PauloSão PauloBrazil

Personalised recommendations