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Lean Service Design changes the way you think about business. No longer can companies focus their efforts on process improvements. Instead, they must engage the customer in use of their product/service rather than analyzing tasks for improvement.
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Service
by Joe Dager, Business901
Service
80% of Companies believe they deliver a Superior Service,
only 8% of Customers agree
Service
We are in a Service Economy
Do we act that way?
Or think that way?
Service
Better, Faster, Cheaper does not maintain “Best in Market” position
We have shifted from Goods Dominant Thinking to
Service Dominant Logic.
Service
We are defined not by the products we sell but the services we offer.
Can we continue to give away services to sell products?
Is it time that we design around our services?
Do we have excess or inconsistent service capacity?
Service
Engage the customer and create demand through services.
Change the way you think about service, about business.
Sign up for Lean Service Design Trilogy Workshop
This is an online program
Lean Service Design Trilogy
Lean
• Identify Value • Map Value Stream • Create Flow • Establish Pull • Seek Perfection
Design
• Empathize • Define • Ideate • Prototype • Test
Service
• Expectations • Understanding • Standards • Delivery • Perceptions
SDCA EDCA
PDCA
SD-Logic
Lean Service Design Trilogy
Lean Principles and Thinking
provide structure for
Continuous Improvement
Lean Service Design Trilogy
Lean is the enabler of processes across the organization
Standard – Do – Check – Act
Plan – Do – Check - Act
Explore – Do – Check - Act
PDCA
Lean Service Design Trilogy
80% of Companies believe they deliver a Superior Service, only
8% of Customers agree.
Understand your gaps
Services
Lean Service Design Trilogy
Service-Dominant Logic of Marketing by Lusch and Vargo, 2004
Knowledge is the fundamental source of competitive advantage.
All economies are services economies.
Customers are always a co-creator of value.
Value is always determined by the customer (Value-in-Use).
Sd Logic
Lean Service Design Trilogy
Design Thinking
Don’t think Value Stream Mapping, think Journey Mapping.
Don’t think Future State, think Concept Development.
Don’t think Build and Deliver, think Prototype and Test.
Don’t think Product Benefits, think Value in Use.
What if? What Wows?
Lean Service Design Trilogy
Customer Experience will mimic your Employee Experience
Commitment to measurement
Understanding and agreement on the need for processes
Knowledge capture & sharing internally & externally
Clear-cut business strategy and objectives
Problem Solving Teams
Service
by Joe Dager, Business901 http://business901.com
Sign up for Lean Service Design Trilogy Workshop
This is an online program
Visit the Lean Marketing Lab Community
Our Mission is to bring Continuous Improvement to Sales and Marketing.
http://leanmarketinglab.com
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