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How Barbara Minto of The Pyramid Principle might approach selling the value of Service Design. The construct isSituationComplicationQuestionAnswer
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How Barbara Minto of The Pyramid Principle might approach selling the value of Service Design
71%Percentage of Australian GDP generated by
Service organisations?
80% of companies say they deliver a “superior experience”
How many of thesefirms customers agree?
8%➡ Customer expectations were never or rarely met
➡ Customers who left at least one provider last year
due to poor service
➡ Customers whose expectations are increasing
SMH 29.1.09 Accenture Report
52%64%41%
Up until recently, there has been no skillset
& toolset specifically designed to develop new
or better services at the same as also
maximising the value of the service exchange
to both company and customer.
The Complication
Should we continue to use tools and
frameworks developed for and using a
manufacturing mindset to solve challenges
that are unique to Service based companies?
The Question
Or is the answer to use a Service Design
approach that helps organisations identify
where, when and how their services can be
improved and made more valuable for both
themselves and their customers.
The Answer - Service Design
design and embed the systems necessary for
companies to profitably deliver those
services on an repeatable basis.
then..