Lean Service Design Workbook


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Don’t try to refine your ideas to soon. You want just enough detail to move to the next step. You may even want to use independent teams with different focus points such as one with a functional slant and another with a social slant. One that aims at self-service while another without technology. Conflict and debate are encouraged and trade-offs and compromise should be continuous in this process. Ultimately, only the customer can decide. Ron Masticelli says it very well in his book, Building a Project-Driven Enterprise;

  1. An iterative feedback process between the product design team and the customer(s) or market(s).
  2. Use of real, tangible models, simulations, prototypes, strawmen, etc., that can evoke gut-level customer reactions, capture tacit desires, and evolve as new learning takes place.
  3. Involvement of the CEO and executive team in reviewing the new-product business case, and fully committing the organization’s resources to a successful development effort.

I hope that you design your own workbook and visual management boards. Making this process your own is how the work is enabled. Most people take a course and download the software or the workbook and try to apply without going through the necessary steps to learn the process. I hope that you have started your experiment, your PDCA cycle in adding these thoughts to your toolbox and the way you do your work.

Lean Service Design Workbook.

The video is a little fuzzy, this is the slide deck that was used.

This course is my experiment. Your feedback is important and I would appreciate your comments and suggestions. Please contact me through his website or drop me an email at [email protected]. If you would like to have a copy of the worksheets in, please download the Lean Service Design Workbook.

This is a PDF Version of a Working Copy Lean Service Design Workbook

This is an excerpt from the Lean Service Design Program

Republished with author's permission from original post.

Joseph Dager
Business901 is a firm specializing in bringing the continuous improvement process to the sales and marketing arena. He has authored the books the Lean Marketing House, Marketing with A3 and Marketing with PDCA. The Business901 Blog and Podcast includes many leading edge thinkers and has been featured numerous times for its contributions to the Bloomberg's Business Week Exchange.


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