Service Design

TryStorming instead of BrainStorming? 0

Bob Petruska of Sustain Lean Consulting brings 24 years of experience helping a variety of customers including Health Care, Aerospace, Automotive, Food, Office and Service industries improve their performance.  He is a consultant, presenter, trainer and author of Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters.

Bob will be working his magic in his upcoming workshop at the 2014 Jacksonville AME Conference where you can participate and witness a little TryStorming in real time. It is part of the hands-on Pizza Game factory model. Learn the basics of value stream mapping (VSM) and create your own maps with metrics showing the potential benefits. You will gain practical Lean implementation skills in a way that only Bob can present. He is truly a master facilitator.

In this short Video Podcast, I am attempting a little Try-Storming myself. I typically post an audio blog but thought I would mix it up somewhat blindly. Not sure if it will transfer to my iTunes and Android App but thought it was worth a try. Sorry for the experiment if anyone has trouble. But I am not sure I can test it without testing it.

Quality People and Customer Experience 0

John Goodman has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. John’s new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service takes John’s Customer Service expertise and puts it into a digital context.

Related Podcast and Transcription: What People Really Buy

Joe: We’ve met through ASQ that I find that it’s interesting because most quality people are very removed somewhat to the Customer Experience except dealing with the problem that gets fed back to them. I think Risk Management. Customer Experience is a huge risk, isn’t it? I mean you got to do it, right?

John Goodman: Oh, absolutely and, in fact, I recently had a consumer package goods company, where I had fed back some of the data and some quotes from customers and the quality guys in the manufacturing plant said, “Oh, we’ve never had this kind of information before.” I made the case to the head of Customer Insights and Customer Service that, basically, the plant people should be allowed to talk to the consumers directly to say, “What were you doing when this happened and how had you stored this product, etc.?” The General Counsel intervened and said, “We don’t ever want to have plant people talking to customers.

That would create too much potential risk.” Well, I’d counter it to your point and say, “What’s the risk of the plant people not understanding how the customer was using the product? If anything, there’s a huge risk there and, in fact, if you look at almost every major class action lawsuit and big government intervention, and there have been a number of, for instance in the auto industry and in the pharma industry recently, almost every one of those is due to the fact that problems weren’t handled very effectively and the problems were not paid attention to. It was literally with your problem handling and quality improvement process were pouring more gasoline on the fire rather than dealing with it effectively.” That actually raises the interesting issue that my company CCMC, every 2 years we do the National Wage Study. That’s a cross-section survey of U.S. population with Arizona State University, where we basically identify what makes consumers so angry they start swearing at a company.

What we find is that in most cases, the customer if they do bring a complaint to the company, they want both an apology, they want some empathy and they want a tangible piece of compensation or remedy. A large number of companies just say, “Well, we don’t need to apologize. We didn’t really do anything wrong so why should we apologize?” By not giving the apology, “I’m sorry to hear that happened. I’d be upset if it happened to you.” even if the customer did contribute a bit to the problem, that doesn’t cost anything but it doubles the potential of making the customer happy and what we have found is that comparing the recent wage study in 2013 to the White House study that we did in the ‘70s. Service and Quality have actually gotten worse over the past 30 years because companies are spending lots more money but they’re doing it in a way that doesn’t make customers happy and they’re doing sort of all the wrong things.

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What do Customers Buy, Part 2 0

John Goodman’s new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service takes John’s Customer Service expertise and puts it into a digital context.  John has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. John Goodman

John has taught service quality and service re-engineering courses at Wharton Business School’s executive education program.  He has appeared on “Good Morning America”, the ABC Evening News, The Discovery Channel, National Public Radio and as a panelist on the PBS show, “The Editors.”John is the Vice Chairman of Customer Care Measurement and Consulting (CCMC).

Last week, I posted the first part of the podcast, What do Customers Buy: Experience or Product? This is Part 2 of 2.

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Lean Service Design Program Offer 0

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. We no longer build and hope that there is a demand. We must create demand through the services that we offer and Lean Service Design is the enabler of this process. It changes our mindset of thinking about design at the end of the supply chain to make it look good and add a few appealing features.Lean Service Design Instead, it moves Design and the user themselves to co-create or co-produce the desired experience to the beginning of the supply chain.

Or, purchase the Lean Service Design Program!

Purchase the 130 page PDF for download, Lean Service Design

The umbrella of Lean offers Service Design a method of entry into a well-established market. Lean has been very successful in Services and Design through traditional practices. However, we must move away from these traditions and institute a wider scope of Design to Services. This download contains a 130-page PDF book, workbook with forms, PDFs and training videos.

Table of Contents

  • Chapter 1 – Lean (SDCA)
  • Chapter 2 – Service (PDCA)
  • Chapter 3 – Design (EDCA)
  • Chapter 4 – Trilogy

In addition, for a limited time, I have included 2 popular eBooks from the Marketing with Lean Series:

  1. Lean Engagement Team (More Info): The ability to share and create knowledge with your customer is the strongest marketing tool possible.
  2. CAP-Do (More Info): What makes CAP-Do so attractive is that it assumes we do not have the answers. It allows us to create a systematic way to address the problems (pain) or opportunities (gain) from the use of our products and services.

Or, purchase the Lean Service Design Program!

Purchase the 130 page PDF for download, Lean Service Design

Connect with Me on LinkedIn and Mention the Date of the Blog Post

I will send you a Free PDF of The Lean Marketing House

A few reasons to consider the Lean Marketing House book:

  1. Is there a reason to use Lean in Sales and Marketing?
  2. Do you have to be practicing Lean in the rest of the company?
  3. Is Lean Marketing the same as Agile Marketing?
  4. How does A3 problem solving relate to Marketing?
  5. Why is Social Media so Lean?
  6. Can your company ever complete a Lean Transformation without Sales on board?
  7. What does Knowledge Creation have to do with Lean?
  8. Develop stronger partnerships with your customers?
  9. Provide a methodology to become more precise in your sales and marketing?
  10. Begin a continuous improvement program in your sales and marketing?

Book Description: When you first hear the terms Lean and Value Stream most of our minds think about manufacturing processes and waste. Putting the words marketing behind both of them is hardly creative. Whether Marketing meets Lean under this name or another it will be very close to the Lean methodologies develop in software primarily under the Agile connotation. This book is about bridging that gap. It may not bring all the pieces in place, but it is a starting point for creating true iterative marketing cycles based on not only Lean principles but more importantly Customer Value.

Or, purchase the Lean Service Design Program!

Purchase the 130 page PDF for download, Lean Service Design

What do Customers Buy: Experience or Product? 0

Part 1 of 2 with John Goodman

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service is John Goodman new book and my guest this week on the podcast. John has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. John Goodman

John has taught service quality and service re-engineering courses at Wharton Business School’s executive education program.  He has appeared on “Good Morning America”, the ABC Evening News, The Discovery Channel, National Public Radio and as a panelist on the PBS show, “The Editors.”John is the Vice Chairman of Customer Care Measurement and Consulting (CCMC).

Download the MP3

Business901 iTunes Store

Mobile Version

Android APP

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Next week will be the 2nd part.

Don’t Add Functionality, Take Away Functionality 0

The American Management Association published John Goodman’s book, Strategic Customer Service, in May, 2009 and I think I have used it every week or at least every month since then. John is my guest tomorrow and next week on the podcast to discuss his new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service. John is the Vice Chairman of Customer Care Measurement and Consulting (CCMC) and has published scores of articles including “Using Service to Grow the Top Line” in the AMA Journal, 8 articles in Quality Progress as well as BrandWeek, the American Banker and Marketing News.

Below is part of our conversation before the podcast started.

Simplicity

Courtesy of http://www.interaction-design.org/

Joe Dager: Your first book was a I kept back on my bookshelf, dog eared, highlighted, tried different things out of it and used it as a reference material. This book, it makes me want to go back and re-read certain sections again. I certainly did not get everything out of it reading it cover to cover.

John Goodman: In fact in a number of areas, I sort of raised issues but for brevity don’t necessarily fully answer them or fully blow them out. I guess that’s one of the challenges is I was trying to cover so much, you know, all the new technology and everything like that, the evolution of the market and customers which are becoming more and more fragmented to the point where one, there was at least twice as much material that could’ve gotten in the book, had wanted to do a 700-page book which no one would want to read, but so that’s one of the challenges.

Joe: Every time you go deal with, I go deal with a client, they have a whole different software products that they use because it’s the best thing since, sliced bread. There’s just so many different things out there to be able to be used that it’s not uncommon anymore that you find people using 10% of 20 different products out there.

John: On top of that, even the broad technology areas, for instance, online communities or Gamification or video. There’re so many different ways each of those can be used. For instance, I just started advising a startup that streams video from your iPhone. If you’ve been in an auto accident, rather than them sending an adjuster out, they send you this App and then you walk around the car and show them all of the different views of the car and, you know, sort of exactly the same thing the adjuster would see with his eyes and they’re recording it. They basically can adjudicate 95% of claims without ever sending the adjuster out and I’m now doing the same thing with a construction company, where rather than send the estimator out to give you an idea of what the job would cost to redo your kitchen, this can now be done using this mobile app. So, that’s one example of video, but on the other end videos used for educating people and setting proper expectations and everything else, so each of those technologies has 20 possible applications and what I did was I sort of hit, “Here are the 3 big ones and here are the 3 big mistakes,” but literally writing some new articles on online communities and on Gamification. We’re now sort of expanding on that stuff.

Joe: Like, it’s never ending, what you can do right now. I always go back and I always reference Apple and remember that every person in the world can practically name all of Apple’s products and they all can sit on the kitchen table and everybody’s defined at what they do and they’re one of the most profitable companies in the world.

John: That goes back to simplification which another interesting thing we may want to just talk about very briefly is Siegel and Gale just came out with a study. They’ve now created what they call the Simplification Index. I heard about it because Toyota was the simplest car and it goes back to the Steve Jobs thing of ‘don’t add functionality, take away functionality so that only the key functions are there.’

Transcription and Podcast with Siegel and Gale author: 3 Steps of Simplification

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Interaction Design Foundation Making Technology More User-Friendly 0

I have been actively engaged the past month and taking my self-study efforts from a new organization, Interaction Design Foundation. At the present time I am participating in two classes,  Design Thinking and The Psychology of Online Sales. I have been enjoying and learning from both. I encourage you to read the press release from the organization and browse the website.

Non-Profit Gives Designers Free Educational Materials: If you feel like a dunce whenever you try to decipher the instructions to a new microwave, format a paragraph in the latest version of Word, or coax a wireless printer into talking to a computer, Mads Soegaard has a message for you: “It’s not your fault.? It’s the technology that’s dumb, not you.” The 37-year-old former IT worker is so convinced that better tech design will improve everyone’s quality of life that he and his wife Rikke sold their car, mortgaged their home and lived on a semi-deserted island for a time in order to re-launch www.interaction-design.org — a nonprofit organization dedicated to distributing educational materials to industry, academia and individuals across the globe — free of charge. Interaction Design

Interaction-Design.org wants to democratize knowledge by distributing free materials produced by the world’s leading technology designers, professors, futurists and bestselling authors.? Two contributing authors are Clayton Christensen, the Harvard professor praised as “brilliant” by New York Mayor Michael R. Bloomberg, as well as Steve Mann, known as the father of wearable computing and the inspiration for Google’s high-profile “Project Glass.” Unlike nonprofits such as the Khan Academy, however, Interaction-Design.org also aims to democratize the usability of technology through improved product designs.

“We’re leading a battle against frustrating and time-consuming technology — poor designs that drain our productivity, our dignity and sometimes our sanity,” says Soegaard.? “Too many PCs, mobile devices, household appliances and software applications are designed with engineers in mind, not consumers.? In fact, study after study shows that computers are the leading cause of lost productivity.? One survey revealed that crashes, printer jams and network problems cost the average UK employee 48 minutes per day.? That’s one reason why we’re reaching out to the next generation of tech designers with free, world-class educational materials.”

Interaction-Design.org currently distributes (and constantly updates) The Encyclopedia of Human-Computer Interaction, a magnum opus featuring 30 chapters on topics ranging from “User Experience and Experience Design” to “Wearable Computing,” “Visual Aesthetics” and “Semiotics.”

Since its founding in 2002, the organization has helped to modernize the publishing industry by:

  • Freeing readers from restrictive copyrights that prohibit re-use of materials for commercial purposes.? “We’ve designed our copyright strategy for the author and the reader, not the publisher and the profit,” says Mads. ?“As long as you credit the author, you’re free to use our materials — even for commercial purposes.”
  • Reinventing educational materials as a genre, mixing HD video interviews, interactive illustrations, online integration of basic research and regular text, and focusing on tablets and ebook-readers over printed materials.
  • Providing aid for educational institutions and companies in developing countries, giving them free access to materials that would otherwise be unaffordable. ?Twenty percent of readers hail from developing countries.

About The Interaction Design Foundation: Headquartered in Arhus, Denmark, the primary goals of Interaction-Design.org are to:

  1. Create and publish free and open educational materials for industry, academia and individual technology designers — materials written and produced by leading designers, professors, futurists and bestselling authors from around the globe.
  2. Enhance the design, function and usability of technology by helping to educate the next generation of user interface designers, user experience managers and product designers.

Says Interaction-Design.org founder Mads Soegaard: “Every day, I hear people say, ‘I’m not tech-savvy. ?I should take a course to learn this. ?I must not have read the manual properly.’ ?People should know that their frustrations with technology are not symptoms of their own intellectual inadequacy, but symptoms of badly designed technology.? Technology shouldn’t need a manual. ?If you need to include a manual, you haven’t designed the product properly.? One of our goals is to create a more people-oriented generation of designers and programmers.? We want them to reimagine high-tech products that are intuitive and easy to use.”

Through multimedia materials such as The Encyclopedia of Human-Computer Interaction, the organization’s authors, editorial team and advisory board are working to create a publishing venue tailored to authors and readers instead of profits. Already, Interaction-Design.org’s free online approach to publishing has helped authors reach 20,000% more readers than their previous records, which is quite an achievement when you consider that only best-selling technology and design authors have submitted materials.

For more information, contact Mads Soegaard at mads@interaction-design.org or visit www.Interaction-Design.org.