Business Service Design

This course is relevant for change professionals who are interested in enabling effective service design. This includes anyone involved in defining, governing or managing change initiatives including enterprise architects, portfolio, programme and project managers, business change managers, business analysts, business designers and product owners.

Introduction to Business Service Design

• Rationale for business service design
• Thinking approaches
  • Systems thinking
  • Service thinking
  • Design thinking
  • Lean thinking
• Business service design and business strategy

Systems Thinking

• Classes of system
• Characteristics of systems
  • Emergent properties
  • Underlying rationale
• Reductionist vs systems thinking
• Adaptive systems
• Holistic view
  • People, Organisation, Processes, Information and Technology
  • Business Model Canvas

Service Thinking

• Service science
• Goods-dominant logic
  • Service-dominant logic
  • Definition of service
  • Service, value propositions and customer experience
  • Co-creation of value
  • Service ecosystems
• Service blueprints
  • Value streams

Design Thinking

• Framework for design thinking
• Design thinking in context
• Design thinking double diamond
  • Divergent thinking
  • Convergent thinking
• Design thinking techniques
• Customer centricity
  • Customer empathy mapping
  • Customer journey mapping
  • Service blueprint

Lean Thinking

• Quality management
  • Quality control and quality assurance
  • SIPOC
  • Kaizen
• Identification of waste (Muda)
  • TIMWOODS
  • 5 whys
• Identification of overburden (Muri)
  • Utilisation, load and capacity
• Identification of unevenness (Mura)
  • Visual management
  • WIP
• Lean improvement lifecycles
  • PDCA
  • PDSA
  • DMAIC

Organisation Agility

• Domains of agility
• Elements of organisational agility
  • Mindset
  • Motivation
  • Customer-focus
  • Capability
• Organisational culture
  • The organisational iceberg
  • The cultural web