Lean Service Design changes the way you think about business. No longer can companies focus their efforts on process improvements. Instead, they must engage the customer in use of their product/service rather than analyzing tasks for improvement.

1. Service
by Joe Dager, Business901

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

3. Service
We are in a Service Economy
Do we act that way?
Or think that way?

4. Service
Better, Faster, Cheaper
does not maintain “Best in Market” position
We have shifted from Goods Dominant Thinking to
Service Dominant Logic.

5. 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?

6. 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

7. Lean Service Design Trilogy
Lean
• Identify Value
• Map Value Stream
• Create Flow
• Establish Pull
• Seek Perfection
SDCA EDCA
Service PDCA Design
• Expectations • Empathize
• Understanding SD-Logic • Define
• Standards • Ideate
• Delivery • Prototype
• Perceptions • Test

8. Lean Service Design Trilogy
Lean Principles and Thinking
provide structure for
Continuous Improvement

9. 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

10. Lean Service Design Trilogy
Services
80% of Companies believe they deliver a Superior Service, only
8% of Customers agree.
Understand your gaps

11. 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).

12. Lean Service Design Trilogy
What if?
What Wows?
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.

13. 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

14. Service
Sign up for
Lean Service Design Trilogy Workshop
This is an online program
by Joe Dager, Business901
http://business901.com

15. Visit the Lean Marketing Lab Community
Our Mission is to bring
Continuous Improvement to Sales and Marketing.
http://leanmarketinglab.com