How to Develop “Breakthrough” Products and Services

I watched the three available video lectures (http://ocw.mit.edu/OcwWeb/Sloan-School-of-Management/15-356Spring2004/CourseHome/index.htm)  and found them fascinating – the professor is Eric von Hippel from MIT and he is talking about how breakthroughs happen.  I am still trying to figure out how to apply this to the services we provide so any insight is much appreciated.  In a nutshell, he talks about where innovations come from – usually users and not those who are satisfied by the product or service but the lead users who are making a product/service better.  I am not sure exactly if or how this would fit into this discussion but I would be willing to work with someone or a group to see if we can come up with something.  The other premise is that the questions we ask start to change as we find the lead users and that you often go outside of your field to find the answers.
Thanks!  Anne

Anne L. McFarland
Head of Bibliographic and Digital Services
B216 Milne Library
SUNY-Oneonta
Oneonta, NY 13820
607.436.2026