Managing open-innovation communities: The development of an open-innovation community scorecard

This chapter presents a holistic approach for systematically managing open-innovation communities (OICs) on the Internet. Based on existing innovation and virtual community management approaches, an open-innovation community scorecard is developed that consists of an innovation process, a community member, an organizational learning and a financial perspective. The scorecard helps operators of OIC to systematically manage their OIC in order to harness the full potential of this mode of customer integration. An innovation performance measurement perspective is used and the most important goals of such OICs are transformed into operations that can be measured and managed. Based on its implementation at the software producer SAP, suggestions for its implementation are offered.