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 SDCA Service Expectations Understanding Standards Delivery Perceptions PDCA SD-Logic EDCA Design Empathize Define Ideate Prototype Test

Lean Service Design Trilogy

Lean Principles and Thinking

provide structure for

Continuous Improvement

Lean Service Design Trilogy

PDCA
Lean is the enabler of processes across the organization
Standard Do Check Act

Plan Do Check - Act

Explore Do Check - Act

Lean Service Design Trilogy

Services
80% of Companies believe they deliver a Superior Service, only
8% of Customers agree.

Understand your gaps

Lean Service Design Trilogy Sd Logic

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).

Lean Service Design Trilogy

What if? What Wows?

Design Thinking
Dont think Value Stream Mapping, think Journey Mapping. Dont think Future State, think Concept Development.

Dont think Build and Deliver, think Prototype and Test.

Dont think Product Benefits, think Value in Use.

Lean Service Design Trilogy

Problem Solving Teams

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

Service

Sign up for Lean Service Design Trilogy Workshop

This is an online program

by Joe Dager, Business901 http://business901.com

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Our Mission is to bring Continuous Improvement to Sales and Marketing. http://leanmarketinglab.com