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Keith Goffin

Affiliated Research Fellow

Keith Goffin is Director of the Centre for Innovative Products and Services (CIPS) at the Cranfield School of Management. He has extensive experience of product development from both an industrial and an academic perspective.

During 14 years with Hewlett Packard (HP) Medical Products he worked on the development of the world's most successful patient monitor and designed the marketing campaign that took defibrillators from 3% market share to market leadership within six months. Parallel to his work at HP he completed a part-time PhD and his findings on customer service have been applied in companies such as Ford and NCR.

At Cranfield he teaches on MBA and executive programs and is a visiting professor at business schools in France, Italy, Germany and Sweden. His research interests are innovation culture, project-to-project learning, and enhanced methods of market research-so-called 'hidden needs analysis'. He has published over one hundred articles in journals and newspapers such as the Journal of Product Innovation Management, Research-Technology Management and the Financial Times. The second edition of his book Innovation Management: Strategy and Implementation Using the Pentathlon Framework (with Professor Rick Mitchell) and his latest book Identifying Customers' Hidden Needs: Creating Breakthrough Products (with Fred Lemke and Ursula Koners) were 2010. He regularly acts as a consultant on innovation management to leading organizations. In May 2011 Keith was selected as the Financial Times Professor of the Week for his work on hidden needs.

Selected Publications

Innovation management
K Goffin, R Mitchell
NY: Palgrave Macmillan 416

An exploratory study of ‘close’ supplier–manufacturer relationships
K Goffin, F Lemke, M Szwejczewski
Journal of operations management 24 (2), 189-209

Tacit knowledge, lessons learnt, and new product development
K Goffin, U Koners
Journal of Product Innovation Management 28 (2), 300-318

Managing suppliers: when fewer can mean more
K Goffin, M Szwejczewski, C New
International Journal of Physical Distribution & Logistics Management

Customer support and new product development‐An exploratory study
K Goffin, C New
International Journal of Operations & Production Management

Customer support
K Goffin
International Journal of Physical Distribution & Logistics Management

Investigating the meaning of supplier‐manufacturer partnerships
F Lemke, K Goffin, M Szwejczewski
International Journal of Physical Distribution & Logistics Management

Achieving customer satisfaction through integrated products and services: An exploratory study
JZ Raja, D Bourne, K Goffin, M Çakkol, V Martinez
Journal of Product Innovation Management 30 (6), 1128-1144

Learning from Postproject Reviews: A Cross‐Case Analysis*
U Koners, K Goffin
Journal of Product Innovation Management 24 (3), 242-258