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SDOA 2.2 Service | Design | Management

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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 …

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.

Published in: Design, Business, Technology

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  • 1. Service | Design | Management www.florianvollmer.com @florianvollmer
  • 2. ServiceDesign Management © Florian Vollmer, 2012 – www.florianvollmer.com
  • 3. Global Humanity System of Group Systems System IndividualIntervention Experience © Florian Vollmer, 2012 – www.florianvollmer.com
  • 4. ServiceDesign Management © Florian Vollmer, 2012 – www.florianvollmer.com
  • 5. Service Product Brand © Florian Vollmer, 2012 – www.florianvollmer.com
  • 6. 80% 20%
  • 7. Managers Planners © Florian Vollmer, 2012 – www.florianvollmer.com
  • 8. Managing & Planning for Complexity © Florian Vollmer, 2012 – www.florianvollmer.com
  • 9. ServiceDesign Management © Florian Vollmer, 2012 – www.florianvollmer.com
  • 10. People | Processes | Information © Florian Vollmer, 2012 – www.florianvollmer.com
  • 11. “the act of getting people together to accomplish the desired goals” © Florian Vollmer, 2012 – www.florianvollmer.com
  • 12. ManufacturingDistributionInformationCustomer(Kerri Bodine, Forrester ) © Florian Vollmer, 2012 – www.florianvollmer.com
  • 13. External FactorsSustainabilityUrbanizationNew Leadership StylesDistributed ManufacturingOff-/ On-shoringCyclicalFoe: Reactive Behavior © Florian Vollmer, 2012 – www.florianvollmer.com
  • 14. Internal FactorsMotivationOperationsOrganizationCulture © Florian Vollmer, 2012 – www.florianvollmer.com
  • 15. “Business as Usual” © Florian Vollmer, 2012 – www.florianvollmer.com
  • 16. Innovation © Florian Vollmer, 2012 – www.florianvollmer.com
  • 17. Information ExchangeTrade Books & Conferences Suppliers AttritionShows Press © Florian Vollmer, 2012 – www.florianvollmer.com
  • 18. i.e. Marketing Product Promotion Price Place © Florian Vollmer, 2012 – www.florianvollmer.com
  • 19. i.e. Marketing Product Promotion Price Place Process Physical E. People © Florian Vollmer, 2012 – www.florianvollmer.com
  • 20. i.e. Marketingsimple | memorable | universal © Florian Vollmer, 2012 – www.florianvollmer.com
  • 21. integration | repeatability | forecast-abilityaccessibility | share-ability | simplification © Florian Vollmer, 2012 – www.florianvollmer.com
  • 22. ServiceDesign Management © Florian Vollmer, 2012 – www.florianvollmer.com
  • 23. designis to designthe designof a design (John Heskett) © Florian Vollmer, 2012 – www.florianvollmer.com
  • 24. quality as a commodity ... enabling design © Florian Vollmer, 2012 – www.florianvollmer.com
  • 25. design as a commodity ... are we there? © Florian Vollmer, 2012 – www.florianvollmer.com
  • 26. 400 | 260 | 370 | ... © Florian Vollmer, 2012 – www.florianvollmer.com
  • 27. ServiceDesign Management © Florian Vollmer, 2012 – www.florianvollmer.com
  • 28. ServiceDesign Management © Florian Vollmer, 2012 – www.florianvollmer.com
  • 29. “The management of design as a source ofcorporate and customer value in an organization” © Florian Vollmer, 2012 – www.florianvollmer.com
  • 30. Internal & External Teams and Processes © Florian Vollmer, 2012 – www.florianvollmer.com
  • 31. Marketing > Design © Florian Vollmer, 2012 – www.florianvollmer.com
  • 32. Design > Marketing © Florian Vollmer, 2012 – www.florianvollmer.com
  • 33. A Culture of Design © Florian Vollmer, 2012 – www.florianvollmer.com
  • 34. Brand Management Sales ManagementStakeholders Marketing Management and Research Design Development IT HR Operations CEO(from Making Meaning) © Florian Vollmer, 2012 – www.florianvollmer.com
  • 35. TheKey toSuccess © Florian Vollmer, 2012 – www.florianvollmer.com
  • 36. What if? © Florian Vollmer, 2012 – www.florianvollmer.com
  • 37. Solution = Long-Term © Florian Vollmer, 2012 – www.florianvollmer.com
  • 38. Brand © Florian Vollmer, 2012 – www.florianvollmer.com
  • 39. 1/7 © Florian Vollmer, 2012 – www.florianvollmer.com
  • 40. Problem Solution © Florian Vollmer, 2012 – www.florianvollmer.com
  • 41. Design-Driven Business: Focus on the invidual, sustainablepractices, answering needs, connecting systems, transparency
  • 42. Value of Design Insight Innovation Inspiration Investigation Interpretation Investment Inspiration Integration(from DMI 2010) © Florian Vollmer, 2012 – www.florianvollmer.com
  • 43. Service DesignManagement © Florian Vollmer, 2012 – www.florianvollmer.com
  • 44. [strategies] © Florian Vollmer, 2012 – www.florianvollmer.com
  • 45. Project Plans © Florian Vollmer, 2012 – www.florianvollmer.com
  • 46. Budget Planning © Florian Vollmer, 2012 – www.florianvollmer.com
  • 47. Design Value © Florian Vollmer, 2012 – www.florianvollmer.com
  • 48. 1. Accomplishment 2. Beauty 3. Creation 4. Community 5. Duty 6. Enlightenment 7. Freedom 8. Harmony 9. JusticeMeaning & Experience 10. Oneness 11. Redemption 12. Security 13. Truth 14. Validation 15. Wonder © Florian Vollmer, 2012 – www.florianvollmer.com
  • 49. Process Integration © Florian Vollmer, 2012 – www.florianvollmer.com
  • 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 © Florian Vollmer, 2012 – www.florianvollmer.com
  • 51. [tactics] © Florian Vollmer, 2012 – www.florianvollmer.com
  • 52. Project Objectives © Florian Vollmer, 2012 – www.florianvollmer.com
  • 53. RODI © Florian Vollmer, 2012 – www.florianvollmer.com
  • 54. Quantitative and Qualitative Insights © Florian Vollmer, 2012 – www.florianvollmer.com
  • 55. Role Play © Florian Vollmer, 2012 – www.florianvollmer.com
  • 56. CSI © Florian Vollmer, 2012 – www.florianvollmer.com
  • 57. mCommerce Customer Product Social Environment Sales eCommerce PresentationTraditional Media Engagement OwnershipMedia Experience © Florian Vollmer, 2012 – www.florianvollmer.com
  • 58. Service DesignManagement © Florian Vollmer, 2012 – www.florianvollmer.com
  • 59. ServiceDesign Management © Florian Vollmer, 2012 – www.florianvollmer.com