What is CeSIBA?
Affiliated FIIB Faculty
Dr. K.B.C. Saxena
Prof. Swanand Deodhar
(Deputy Chairperson)
On-going Research

Open Business Process Innovation
By Prof. Swanand Deodhar

The focus is on the services
which customers/citizens are
entitled to recive, and not the
organisations which deliver
them.The role of the CeSIBA
is to act as an enabler,
facilitator and champion for
innovative ideas.

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"Innovation is the combination of creativity and implementation, and therefore has to focus on both the production of novel and useful ideas that improve effectiveness as well as the methods used to put the creative ideas into practice. Innovation in services is important in part because it is one of the only effective way to fight commoditization"


The Centre for Service Innovation & Business Agility (CeSIBA) is an initiative of Fortune Institute of International Business (FIIB), established to ideate, design and nurture innovation in services, often with a view to improve business agility in public, private as well as social sectors.


The competitive challenges for service firms demand for a deeper understanding of various aspects of service innovation:

  • New service concepts and designs
  • New service delivery processes
  • New service technologies
  • New service business models
  • Service entrepreneurship
  • New service growth strategies

Key Focus:
  • The key focus of CeSIBA is leadership in service innovation. The Centre adopts a multidisciplinary perspective on the management of innovation.
  • The Centre creates an academic environment and knowledge network that supports service innovation research.
  • CeSIBA develops new opportunities for doctoral students to enhance their competencies in the process of analyzing, understanding and implementing service innovations in public, and private organisations.
  • Through research and executive education CeSIBA facilitates executives and managers in service organisations in their ambitions to become more effective in their innovation processes and create new valuable services for their stakeholders.
  • .
CeSIBA’s Goals and Subgoals:
The Centre (CeSIBA) aims to increase the quality, efficiency and commercial success of innovation activities at leading Indian service providers and enhance the innovation capabilities of its business and academic partners. CeSIBA will iidentify service innovation challenges and opportunities, transform them into relevant research themes, and implement best practices and/or facilitate design of ‘next’ practices, in collaboration with its knowledge-intensive business services (KIBS) partners working as innovation enablers.

The Centre has six research themes, each interrelated:
  1. Innovation in customer and brand experiences
  2. Co-creation and open innovation processes
  3. Business model innovations
  4. Infrastructure- and structural innovations
  5. Business agility need assessment
  6. Enterprise architecture and IT agility

The Centre will work across disciplines, functions and organisations using multiple analytical frameworks. It has as a focus the creation of value through the combination of value through the combination of best practices from business, design and technology.

CeSIBA’s Mission
To unlock innovation in the public, private and social sectors and create an enabling environment for improved and innovative service delivery.

The focus is on the services which customers/citizens are entitled to receive, and not the organisations which deliver them. The role of the CeSIBA is to act as an enabler, facilitator and champion for innovative ideas.

CeSIBA’s Vision
A solution-focussed effective, efficient and agile service sector through Innovation.

Core elements of the CeSIBA’s vision on service innovation are:

  • Services have some specific characteristics which make it necessary to develop, systematise and professionalise service innovation management strategies and practices.
  • Research and education at CeSIBA will be geared to the specification and development of capabilities to create service innovation.
  • The variety in service innovations and service organisations illustrates the dynamic processes of value creation and growth.
  • Innovations are mostly mixtures of technological and non-technological innovations.
  • Service innovation is actually as important to manufacturing as it is to service firms.