service design
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Service Design
Service DesignConcepts from ITIL V3, Six Sigmaand other design disciplines.
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Itil, six sigma, design
six sigmaitil v3
design servicedesign
Service design is a multi-disciplinary approach.
statisticsservice management
applied arts
3
servicestrategy
itil v3
servicedesign
productdesign
design
design forsix sigma
spacedesign
dmadv
dmaov
idovpidov
servicetransition
serviceoperation
continualservice
improvement
icra
six sigma
Mindmap service design
dmaic
Concept Map Service Design.
itil v3, sd, chapter 8.5
itil v3, csi, chapter 3.11.4, a2
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1 Itil v3
itil v3
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- Service definitionService
A means of delivering value to customers by facilitating outcomes customers want to achievewithout the ownership of specific costs and risks.
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- Process definitionProcess
A structured set of activities designed to accomplish a specific objective.
A process takes one or more defined inputs and turns them into defined outputs. A process may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs.
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serviceassets
management
resources
financial capital
infrastructure
applications
information
- Service assets
organization
processes
knowledge
people
capabilities
We need service assets for value creation.
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- Service life cycle #1
Service life cycle ITIL
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- Service life cycle #2
Service Strategy
Service Design
Service Transition
ServiceOperation
CSIimprovement
ContinualService Improvement
SOoperation
STtransition
SDdesign
SSstrategy
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2 Design for six sigma
design forsix sigma
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- Project life cycle #1
Project life cycles DFSS
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- Project life cycle #2
Define design goals that are consistent with customer demands and the enterprise strategy.
Measure and identify characteristics that are Critical To Quality (CTQ), product capabilities, production process capability, and risks.
Analyze to develop and design alternatives, create a high-level design and evaluate design capability to select the best design.
Design details, optimize the design, and plan for design verification. This phase may require simulations.
Vverify
Verify the design, set up pilot runs, implement the production process and hand it over to the process owners.
Ddesign
Aanalyze
Mmeasure
Ddefine
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- Project life cycle #3
Plan project. Identify customer requirements and agree measurement system for requirements.
Design concepts for product, process or service.
Optimize product, process or service.
Vverify
Verify optimized solution.
Ooptimize
Ddesign
Iidentify
Pplan
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3 Design
design
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- Service definitionServiceAny activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product.
Philip KotlerProfessor of International Marketing
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- Design definitionDesignA process to create value for people.
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- Service design definitionService Designhelps to innovate (create new) or improve (existing) services to make them more useful, usable, desirable for clients and efficcient as well as effektive for organisations. It is a new holistic, multi-disciplinary, integrative field.
Stefan MoritzFrom Service Design – Practical access to an evolving field
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- Service design definitionService DesignService Design is the application of established design process and skills to the development of services. It is a creative and practical way to improve existing services and innovate new ones.
Stefan MoritzFrom Service Design – Practical access to an evolving field
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Service Interface(Concept)
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- Service Interface #1
Service OrganizationCustomer
Service Interface
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service organization
Service Interface
Touchpoints
Customer
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service organization
Service Interface
Customer
Touchpoints
Customer Journey
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Touchpoints ?
Moments of Truth(Six Sigma Concept)
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Customer Journey Map(Concept)
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learn
plan
buy ticket
enter
wait
bord
travel
arrive
remember
check ticket
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Service Blueprint(Concept)
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line of interaction
cust
omer
ac
tions
physical evidence/ objects
onst
age
inte
ract
ions
back
stag
e ac
tions
supp
ort
proc
ess
& IT
line of internal interaction
line of visibility
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line of interaction
cust
omer
ac
tions
physical evidence/ objects
onst
age
inte
ract
ions
back
stag
e ac
tions
supp
ort
proc
ess
& IT
line of internal interaction
line of visibility
learn plan buy ticket enter wait
show schedule and prices
querybahn.de server
selectcentraldatabase
bahn.deportal
compare alternatives
different services
select ticket
querybahn.de server
selectcentralticket system
bahn.deportal
railway station
etc.
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- Service design tasks #1
Service design tasks
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- Project life cycle #2
Discovering organizations characteristics and goals, existing services, KPI’s, customer journey, touchpoints
Concepting by developing ideas together with end-users and clients
Designing touch points, service system, end-to-end processes
Building all touchpoints, communication strategy, testing processes and services
Iimplementing
Implementation and roll out of services, getting users feedback
Bbuilding
Ddesigning
Cconcepting
Ddiscovering
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- Service design tasks #2
Rrealising
Finding out and learning
Giving strategic direction
Developing concepts
Selecting the best
Eexplaining
Enabling under-standing
Ffiltering
Ggenerating
Tthinking
Uunderstanding
Making it happen
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4 Links
links
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- LinksITIL V3itil.org
Design for Six Sigma (DFSS)isixsigma.org
Designservice-design.de
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Thank You
Thank YouEdmund Gröpl, www.team-kompetenz.de
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