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Service

by Joe Dager, Business901

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Service

80% of Companies believe they deliver a

Superior Service,

only 8% of Customers agree

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Service

We are in a Service Economy

Do we act that way?

Or thinkthat way?

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Service

Better, Faster, Cheaperdoes not maintain Best in Market

position

We have shifted from Goods Dominant Thinking toService Dominant Logic.

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Service

We are defined not by the products we sellbut 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?

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Service

Engage the customer and create demand through services.

Change the way you think about service, about business.

Sign up forLean Service Design Trilogy WorkshopThis is an online program

http://leanservicedesign.eventbrite.com/?ref=elinkhttp://leanservicedesign.eventbrite.com/?ref=elinkhttp://leanservicedesign.eventbrite.com/?ref=elink

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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 Thinkingprovide structure for

Continuous Improvement

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Lean Service Design Trilogy

Lean is the enablerof 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 Marketingby 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

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 ProductBenefits, think Value in Use.

What if?

What Wows?

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Lean Service Design Trilogy

Customer Experiencewill 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

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Service

by Joe Dager, Business901http://business901.com

Sign up forLean Service Design Trilogy Workshop

This is an online program

http://leanservicedesign.eventbrite.com/?ref=elinkhttp://leanservicedesign.eventbrite.com/?ref=elinkhttp://leanservicedesign.eventbrite.com/?ref=elinkhttp://leanservicedesign.eventbrite.com/?ref=elink

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Visit the Lean Marketing Lab CommunityOur Mission is to bring

Continuous Improvement to Sales and Marketing.

http://leanmarketinglab.com