Lean Service Design Trilogy
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Transcript of Lean Service Design Trilogy
![Page 1: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/1.jpg)
Service
by Joe Dager, Business901
![Page 2: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/2.jpg)
Service
80% of Companies believe they deliver a Superior Service,
only 8% of Customers agree
![Page 3: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/3.jpg)
Service
We are in a Service Economy
Do we act that way?
Or think that way?
![Page 4: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/4.jpg)
Service
Better, Faster, Cheaper does not maintain “Best in Market” position
We have shifted from Goods Dominant Thinking to
Service Dominant Logic.
![Page 5: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/5.jpg)
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?
![Page 6: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/6.jpg)
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
![Page 7: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/7.jpg)
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
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Lean Service Design Trilogy
Lean Principles and Thinking
provide structure for
Continuous Improvement
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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
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Lean Service Design Trilogy
80% of Companies believe they deliver a Superior Service, only
8% of Customers agree.
Understand your gaps
Services
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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
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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?
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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
![Page 14: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/14.jpg)
Service
by Joe Dager, Business901 http://business901.com
Sign up for Lean Service Design Trilogy Workshop
This is an online program
![Page 15: Lean Service Design Trilogy](https://reader034.fdocuments.us/reader034/viewer/2022042606/54bd3db54a7959bc498b4589/html5/thumbnails/15.jpg)
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