SDOA – Service Design and Organizational Activation. Enhanced lecture course Gatech 2012, Industrial Design. This presentation is part of the "breadth" part of the lecture series - designed to give service design students an understanding of business-relevant tools and concepts.

1. Service | Design | Management
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2. Service
Design Management
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3. Global Humanity
System of Group
Systems
System Individual
Intervention Experience
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4. Service
Design Management
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5. Service Product
Brand
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6. 80% 20%

7. Managers Planners
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8. Managing & Planning for Complexity
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9. Service
Design Management
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10. People | Processes | Information
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11. “the act of getting people together
to accomplish the desired goals”
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12. Manufacturing
Distribution
Information
Customer(Kerri Bodine, Forrester )
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13. External Factors
Sustainability
Urbanization
New Leadership Styles
Distributed Manufacturing
Off-/ On-shoring
Cyclical
Foe: Reactive Behavior © Florian Vollmer, 2012 – www.florianvollmer.com

14. Internal Factors
Motivation
Operations
Organization
Culture
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15. “Business as Usual”
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16. Innovation
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17. Information Exchange
Trade Books &
Conferences Suppliers Attrition
Shows Press
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18. i.e. Marketing
Product Promotion Price Place
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19. i.e. Marketing
Product Promotion Price Place
Process Physical E. People
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20. i.e. Marketing
simple | memorable | universal
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21. integration | repeatability | forecast-ability
accessibility | share-ability | simplification
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22. Service
Design Management
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23. design
is to design
the design
of a design (John Heskett)
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24. quality as a commodity ... enabling design
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25. design as a commodity ... are we there?
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26. 400 | 260 | 370 | ...
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27. Service
Design Management
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28. Service
Design Management
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29. “The management of design as a source of
corporate and customer value in an organization”
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30. Internal & External Teams and Processes
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31. Marketing > Design
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32. Design > Marketing
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33. A Culture of Design
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34. Brand Management
Sales Management
Stakeholders
Marketing Management and
Research
Design
Development
IT
HR
Operations
CEO(from Making Meaning) © Florian Vollmer, 2012 – www.florianvollmer.com

35. The
Key to
Success
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36. What if?
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37. Solution = Long-Term
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38. Brand
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39. 1/7
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40. Problem Solution
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41. Design-Driven Business: Focus on the invidual, sustainable
practices, answering needs, connecting systems, transparency

42. Value of Design
Insight
Innovation
Inspiration
Investigation
Interpretation
Investment
Inspiration
Integration(from DMI 2010)
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43. Service
Design
Management
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44. [strategies]
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45. Project Plans
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46. Budget Planning
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47. Design Value
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48. 1. Accomplishment
2. Beauty
3. Creation
4. Community
5. Duty
6. Enlightenment
7. Freedom
8. Harmony
9. Justice
Meaning & Experience 10. Oneness
11. Redemption
12. Security
13. Truth
14. Validation
15. Wonder
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49. Process Integration
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50. Analyze
Design
Refine
Communicate Service Designer
Service Designer
{ Visibility
Organization }
{ }
Meaningful
Passion &
Service
Sense of
Experience Ownership
Fulfillment Front Stage
Customer The Why
Actor
Analyze
Service Designer
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51. [tactics]
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52. Project Objectives
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53. RODI
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54. Quantitative and Qualitative Insights
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55. Role Play
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56. CSI
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57. mCommerce Customer Product
Social Environment Sales
eCommerce Presentation
Traditional Media Engagement Ownership
Media Experience
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58. Service
Design
Management
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59. Service
Design Management
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