ABSTRACT
In the previous chapter we presented a first glimpse of what actually happens during new service development processes in banks and insurance companies. In order to gain a more in-depth understanding of the organization of innovation processes in these firms, three in-depth case studies have been conducted. This chapter merely describes the main issues related to the organization of new service development processes. The findings of the exploratory survey were used to structure this chapter. First, we briefly introduce ‘the’ financial firm according to its organizational structure. Next, we elaborate on how the project organization actually functions. Subsequently, the way integration between functions is handled is described, and conflicting interests as well as priorities between these functions are clarified. Finally, the use of NPD methods and tools are illustrated. The quotations in this section are extracted from the transcripts of the case study interviews.
