I have the pleasure of participating in the conference and will be giving a sixty-minute presentation on Lean Service Design. My presentation will be offering a unique perspective on applying Lean to the Service Design Field. All participants of my presentation will receive a CD (CD is available on Amazon) that contains:
- 130 Page PDF eBook
- PDF & Excel work forms
- Training Videos
- Bonus eBooks and Audio Tracks
My discussion will begin with Service Dominant Logic and go through the use of Stakeholder and Customer Journey Maps and Buyer Personas. We will use these 3 outlines to develop several service prototypes narrowing it done to a single choice. The Lean Process of moving from EDCA to PDCA to SDCA will be discussed in conjunction with the before mentioned outlines. The last part of the hour I will introduce CAP-Do and the use (sorry for the pun) of User Personas and Scenarios creating a process that I call Persona Mapping.
This ASQ 2013 Service Conference provides how-to’s, step-by-step advice, and the latest in service delivery methods and networking opportunities. Speakers will engage you on topics to help organizations improve customer service, reduce costs, and build both customer loyalty and satisfaction. Join us in Las Vegas for two days of networking and discovery.
22nd Annual Service Quality Conference
October 7–8, 2013 • Las Vegas, NV
THEME: Seizing the Competitive Advantage with Service Quality
REGISTER: Program details are now listed on the site. To or get more information, visit asq.org/sqd or call 800-248-1946. If you are from outside of the United States of Canada, please call +1-414-272-8575.
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