Lean Service Design Webinar

Abstract: 80% of Companies believe they deliver a Superior Service, only 8% of their Customers agree

Lean Service Design changes the way you think about business. No longer can companies focus their efforts on process improvements. Companies must engage the customer in use of their product/service rather than analyzing tasks for improvement. We must change our mindset from thinking about design at the end of the supply chain. We must move design and the user themselves to co-create or co-produce the desired experience from the beginning.

When we set out to improve service, the carryover of product thinking that better, faster, cheaper wins is a total misnomer. The focus on our own activity encourages internal thinking and misplaces our priorities. While addressing services from this viewpoint may seem to be productive, it misses the point in design. If we intend to make services profitable, we must accept that customers do not care how we do our work. Customers want us to provide a service to help them achieve a desired outcome. However, have we designed our services to demonstrate that value?

Presenter Bio: Joe Dager is president of Business901, a firm specializing in bringing the continuous improvement process to the sales and marketing arena. He takes his process thinking of over 30 years in marketing within a wide variety of industries and applies it through Lean Marketing Concepts. He is a Lean Six Sigma Black Belt and has participated with companies in a variety of industries along their Quality Journey. He has attached Lean to the way of implementing sales and marketing and has advanced those practices through Design Thinking and Service Design concepts. The Business901 Blog and Podcast has been featured for its contributions to the Bloomberg’s Business Week Exchange. Joe has authored four books with the most recent published this year, The Lean Engagement Team.

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