We live in a service centric world. Even companies to include most manufacturers are defined not by their products but the services they offer.
- Can we continue to give away services to sell products?
- Has production capacity slowed that we now have excess overhead?
- Are we so efficient in our services, that we have excess capacity?
- Is it time that we design around our services?
- Is it time to discover, how to develop our services into a profit center?
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 (all within budget). Instead, it moves design and the user themselves to co-create or co-produce the desired experience to the beginning of the supply chain.
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. The leap of faith that must occur is to move away from these traditions and institute a wider scope of Design to Services. The Design Thinking concepts that are most commonly associated with IDEO seems to provide the clearest understanding.
Below is a Venn Diagram on how I view the three disciplines of Lean, Service, and Design. I have included SDCA, PDCA, EDCA as a way to demonstrate the use of Lean in Services and Design. I like to use the term EDCA learned from Graham Hill to designate the Explore aspect of Lean. I view it as more of Design Type thinking content that allows for that collaborative learning cycle with a customer. SD-Logic is the short term for Service-Dominant Logic .
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Time is spent on application and ways to apply Lean tools in a new context. We will not be attempting to teach you individual tools rather expose you to the use of tools through SDCA, PDCA, and EDCA and give you resources to dig deeper into a tool if needed.
Please review the video before starting the course.
This is a 35 minute presentation on the principles that the trilogy is based on. Lean Service Design Trilogy eLearning course is highly influenced by Service Design Thinking and Lean as the business process. We will use the Lean methods of SDCA, PDCA and EDCA as they relate to each discipline and the path between Service through SD-Logic (The Service-Dominant Logic of Marketing) to Design.
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This course is ideally suited for…
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Video credits:
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.
Instead, it moves Design and the user themselves to co-create or co-produce the desired experience to the beginning of the supply chain.
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:
- Lean Engagement Team (More Info): The ability to share and create knowledge with your customer is the strongest marketing tool possible.
- 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.
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