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.
This Business Service Design course provides an insight into the philosophies, concepts and techniques encompassed within systems thinking, service thinking, design thinking and lean thinking, Collectively, these thinking approaches are used to enable effective service design and enhance organisational innovation.
- Introduction to Business Service Design
- Systems Thinking
- Service Thinking (part 1)
- Service Thinking (part 2)
- Design Thinking
- Lean Thinking
- Organisational Agility
- Course recap and close
Attendees who complete the course are awarded an AssistKD Course Completion Certificate: Business Service Design.
Also a printed copy of the latest edition of the comprehensive course manual will be sent to your home address in good time for the start of your course. Our delegates tell us that having access to a physical document is beneficial as both a reference document and for taking notes during the course. In addition, a link will be emailed to you to enable you to access an electronic copy of the same comprehensive manual for convenient future reference.
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
