The case is about the emergence of the virtual contact centre, which employs a geographically dispersed workforce in the cloud. LiveOps' 'home-shore' business model combines the following innovations: (1) it allows agents to work when they choose to, but pays them only for the time they are serving customers, and (2) it is based on meritocracy, i.e., better performing agents get more work and are paid more. The virtual contact centre is evaluated against traditional contact centre solutions in the context of a relief operation helping storm evacuees connect with relatives in the wake of Hurricane Katrina.

Drawing on the idea that any business model is essentially a set of key decisions that collectively determine how a business earns its revenue, incurs its costs, and manages its risks, the authors view innovations to the model as changes to those decisions: What mix of products or services should you offer? When should you make your key decisions? Who are your best decision makers? and Why do key decision makers choose as they do? In this article they present a framework to help managers take business model innovation to the level of a reliable and improvable discipline. Companies can use the framework to make their innovation processes more systematic and open so that business model reinvention becomes a continual, inclusive process rather than a series of isolated, internally focused events.

To create value, companies typically focus on revenue, cost structure, and resource velocity. Improving these factors is the main focus of management literature. But all of them are vulnerable to sharp changes in demand and supply. Companies can innovate their business models to reduce the impact of such swings. But they can also create value by adding some risk. For instance, more than 30 years ago Rolls-Royce identified a major pain point in the aircraft industry: maintenance of airplane engines. An engine breakdown grounds the plane, while the airline pays for repair time and materials. So Rolls-Royce offered a service contract whereby the airline would pay for an engine's flight hours rather than for time and materials. The new contract triggered a completely new value creation dynamic, because Rolls-Royce was motivated to improve its own products and maintenance processes. Business model innovations are much cheaper than product and technology innovations, and they can be approached in a systematic way. Furthermore, nearly all the big ones have already been done-so you can simply adapt them to suit your own situation.

This case describes the innovative business model of Better Place Inc., an electric vehicle company. The key challenges in operating the business model are explained and data is provided to help compute the costs, benefits, net profitability and economies of scale that it offers.