How to Design a Service Organization for the 21st Century
A Service Design Workshop
Overview
Big changes are coming as we enter the Shift Age. Organizational work design will be changing at a rapid pace to accommodate shifting customer demands. Being slow to change through projects and plans will leave you behind.
How good is your service in the customer’s eyes? What is important to your customers? How capable are you in meeting customer demands? How well does your service organization perform? Do you have the right measures that drive performance? What about the design of your organization? Is it effective and efficient? What’s it like for people to work in your system? How well does your technology enable your workers?
These questions will be explored and answered in this four session workshop (four consecutive days OR one day per week for 4 weeks with one day of homework in between each session).
Customer Satisfaction surveys too often fall short of telling you what is important to customers and how well your organization responds. This workshop will give you an overview of future trends and flows, a method to understand your organizational performance and what drives it.
Target Audience
This in-house seminar is best suited for a mixed group representing all areas and levels of the service organization.
You will be exposed to a hands-on method to understand your organization as a system to use during and/or between sessions. The cumulative knowledge format allows you to assemble a picture of your organization. This leaves service organizations with an understanding of performance and what drives this performance. More importantly, it gives you empirical evidence - through data and observation - to understand the opportunity for improvement of your organization.
Day 1 – Introduction to Service Design
Themes:
The Future of the Organization in the Shift Age
Differences Between Service and Manufacturing
The 95/5 Rule: Performance is Driven by Your Organizational Design
