A so-called ‘SLIM’ model is developed based on an in-depth case study at an incumbent telecom operator in the midst of a transition toward a mass-customized service company. Literature on business modeling, service marketing and new service development plays a major role, and IT-originating concepts of business componentization and release management are transformed to the business level. All in all, the SLIM model implies a major shift for organizations in how they position, design and organize the innovation process.
Rob Reitsma holds an engineering degree and has more than 20 years’ experience in the telecom/ICT service industry. He fulfilled various managerial and professional roles on the intersection of product management/marketing and technology/process management.