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Transforming Service for Business Success

The document discusses service and the need for companies to shift from goods-dominant thinking to service-dominant logic. It notes that while 80% of companies believe they provide superior service, only 8% of customers agree. It then introduces the Lean Service Design Trilogy workshop which teaches lean principles and thinking to continuously improve processes across an organization using standard plan-do-check-act cycles. The workshop emphasizes designing around services rather than just selling products and services.

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12 views15 pages

Transforming Service for Business Success

The document discusses service and the need for companies to shift from goods-dominant thinking to service-dominant logic. It notes that while 80% of companies believe they provide superior service, only 8% of customers agree. It then introduces the Lean Service Design Trilogy workshop which teaches lean principles and thinking to continuously improve processes across an organization using standard plan-do-check-act cycles. The workshop emphasizes designing around services rather than just selling products and services.

Uploaded by

leandro_balaguer
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

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 [Link]

Visit the Lean Marketing Lab Community


Our Mission is to bring Continuous Improvement to Sales and Marketing. [Link]

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