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Cloud technologies. Expertly delivered.Delivering Sales Success in Hi-TechDistribution
Cloud technologies. Expertly delivered. Agenda• What are the challenges around time / cost andquality in distribution busi...
Cloud technologies. Expertly delivered. Agenda• What are the challenges around time / cost andquality in distribution busi...
Cloud technologies. Expertly delivered. Macro Trends
Cloud technologies. Expertly delivered.
Cloud technologies. Expertly delivered.
Cloud technologies. Expertly delivered.Case: A HumanServiceWhy ServiceDesign?Map theExperienceChange theMachineEssential S...
Cloud technologies. Expertly delivered. Case: A Human ServiceCase: A HumanServiceWhy ServiceDesign?Map theExperienceChange...
Cloud technologies. Expertly delivered.Going on a DateCase: A Human Service
Cloud technologies. Expertly delivered.…at a nice Restaurant…
Cloud technologies. Expertly delivered.Not Clean Unreliable10% CardSurchargeNot SpecialOption 1: Get a Cab
Cloud technologies. Expertly delivered.ExpensiveBook inAdvanceBook inBlocks ofTime2 PaymentStepsOption 2: Order Limo
Cloud technologies. Expertly delivered. Option 3: Uber Service
Cloud technologies. Expertly delivered.
Cloud technologies. Expertly delivered.Open App1 2 View Availability 3 Book
Cloud technologies. Expertly delivered.Get AlertsWatch Progress
Cloud technologies. Expertly delivered.Arrive in style, without theweather dampening themood
Cloud technologies. Expertly delivered.Immediate PaymentRealtime Feedback
Cloud technologies. Expertly delivered.Immediate PaymentRealtime Feedback
Cloud technologies. Expertly delivered.Tax ReceiptFare BreakdownTrip Statistics
Cloud technologies. Expertly delivered.More Human
Cloud technologies. Expertly delivered.Nice CarsJust in TimeFriendlyServiceReasonablePriceEasy PaymentConstantFeedbackMore...
Cloud technologies. Expertly delivered.ExperienceSystemsHumanCustomerSupplierService Design is Human-Centred
Cloud technologies. Expertly delivered. Why Service Design?Case: A HumanServiceWhy ServiceDesign?Map theExperienceChange t...
Cloud technologies. Expertly delivered. Why Service Design?Doing Design:beauty, ease ofuse, value, connections, UI etc.Thi...
Cloud technologies. Expertly delivered. Why Service Design?SalesServiceSupply Chain
Cloud technologies. Expertly delivered. Some challenges you may face• Relying on manual steps, disparate excelspreadsheets...
Cloud technologies. Expertly delivered. Macro Trend: Shift to ServicesSource: Government Accountability Office; Bureau of ...
Cloud technologies. Expertly delivered.The service sector nowgenerates ~64% of theworld’s GDP.
Cloud technologies. Expertly delivered. Service Design: Market Sizing$2 BillionEstimated size oftotal dollarsspent in US o...
Cloud technologies. Expertly delivered. Service Design: Market Sizing$2 BillionEstimated size oftotal dollarsspent in US o...
Cloud technologies. Expertly delivered.$40 BillionAd Spend$2 BillionPlanning &Design ofServicesMacro SAGServiceAnticipatio...
Cloud technologies. Expertly delivered.$40 BillionAd Spend$2 BillionPlanning &Design ofServicesMacro SAGServiceAnticipatio...
Cloud technologies. Expertly delivered.$500kAd Spend$25kPlanning &Design ofServicesMicro SAGServiceAnticipationGap
Cloud technologies. Expertly delivered. Service Anticipation GapThe loss of future potential revenuesand the wasted ad spe...
Cloud technologies. Expertly delivered. Identifying your SAG• Time, cost and quality SAG• SAG Opportunities for improvemen...
Cloud technologies. Expertly delivered. Overcoming SAGIncreased customeracquisition andadoption ratesIncreased customerloy...
Cloud technologies. Expertly delivered. How services are being designedHow’s this work getting done?
Cloud technologies. Expertly delivered. Service Design (in two sentences)Service design applies design methods and craftto...
Cloud technologies. Expertly delivered.Sales ExperienceSales Process &SystemsHumanCustomerSupplierSales Service is Human-C...
Cloud technologies. Expertly delivered.Services are process andexperience based.Sales ProcessShipping
Cloud technologies. Expertly delivered.Map The ExperienceCase: A HumanServiceWhy ServiceDesign?Map theExperienceChange the...
Cloud technologies. Expertly delivered.
Cloud technologies. Expertly delivered.Experience
ProcessExperience
Change the MachineMap Experience
Cloud technologies. Expertly delivered.When you thinkabout ExperienceMapping
Cloud technologies. Expertly delivered.The Holiday is not TheDestinationThink about aholiday
Cloud technologies. Expertly delivered.It starts with a map
Cloud technologies. Expertly delivered.Then the journey begins
Cloud technologies. Expertly delivered.And every journey has astory
Cloud technologies. Expertly delivered.Tell your story with depthand richness around thehuman experience.
Cloud technologies. Expertly delivered.Your organisation shouldfeel what it’s like toexperience everytouchpoint.
Cloud technologies. Expertly delivered.Your organisation shouldfeel what it’s like toexperience everytouchpoint.
Cloud technologies. Expertly delivered.Enjoyment+-CustomerSupplier
Cloud technologies. Expertly delivered.Enjoyment+-
Cloud technologies. Expertly delivered.ExperienceSystems andProcessHumanCustomerSupplierRemember: Service is Human-Centred
Cloud technologies. Expertly delivered.What are your Points ofOpportunity?What are your ExperienceTriggers?What are your P...
Cloud technologies. Expertly delivered. Bernie Brooks from MyerAd Statement:Myer is My Store
Cloud technologies. Expertly delivered. Bernie Brooks from MyerService Statement:On competing in the internet era:...creat...
Cloud technologies. Expertly delivered. Bernie Brooks from MyerService Statement:On supply chain: they have a specificobje...
Cloud technologies. Expertly delivered. Bernie Brooks from MyerService Statement:Bad news travels fast: so, Bernie insists...
Cloud technologies. Expertly delivered.What are your Points ofOpportunity?What are your ExperienceTriggers?What are your P...
Cloud technologies. Expertly delivered.You need to tell an engagingstory.But make sure you aretelling a true story.
Cloud technologies. Expertly delivered.InteractionsCapabilitiesSystemsExperiences
Cloud technologies. Expertly delivered.Sales InteractionsSales CapabilitiesSalesSystemsSales Experiences
Cloud technologies. Expertly delivered.Sales InteractionsSales CapabilitiesSalesSystemsSales ExperiencesMagic Happens
Cloud technologies. Expertly delivered.The Postcards are not possible Without the Systems, Capabilitiesand Interactions
Cloud technologies. Expertly delivered.The Systems, Capabilities andInteractions are not valuableWithout the structures an...
Cloud technologies. Expertly delivered.Systems, Capabilities, InteractionsExperienceLine of Sight
Cloud technologies. Expertly delivered.Feeling, thinking, doingMotivations Framing BehavioursMaking $ales CountThrough Ser...
Cloud technologies. Expertly delivered. Building Blocks of Service DesignActionsWhat your customersare doingEmotionsFeelin...
Cloud technologies. Expertly delivered.Change the MachineMap the Experience
Cloud technologies. Expertly delivered.Change The MachineCase: A HumanServiceWhy ServiceDesign?Map theExperienceChange the...
Cloud technologies. Expertly delivered.a journey[pros-es] verb:Procès (13c.)
Cloud technologies. Expertly delivered.Ç√a continuous series ofactions meant toaccomplish a result.Process (17c.)
Cloud technologies. Expertly delivered.A sequence of interdependent andlinked procedures which, at everystage, consume one...
Cloud technologies. Expertly delivered.A sequence of interdependent andlinked procedures which, at everystage, consume one...
Cloud technologies. Expertly delivered.
Cloud technologies. Expertly delivered.What have we built?
Cloud technologies. Expertly delivered.Line of Visibility
Cloud technologies. Expertly delivered.Service blueprinting helpsdesigners engageoperations to go from visionto reality.
Cloud technologies. Expertly delivered.
Cloud technologies. Expertly delivered.
Cloud technologies. Expertly delivered. Blueprint Building BlocksCustomer ActionsTouchpointsStaff ActionsLine of Visibilit...
Cloud technologies. Expertly delivered.Remember This?How’s this work getting done?
Cloud technologies. Expertly delivered.CustomerPre-SalesSalesShippingOrderingWarehousing
Cloud technologies. Expertly delivered.Process (21c.)Orchestrated series of interrelatedactions that produce sustainableva...
Cloud technologies. Expertly delivered.Process (21c.)Orchestrated series of interrelatedactions that produce sustainableva...
Cloud technologies. Expertly delivered.Humanise processes to co-create value for businessesand people with whom theyintera...
Cloud technologies. Expertly delivered.Humanise processes to co-create value for businessesand people with whom theyintera...
Cloud technologies. Expertly delivered.More Human
Cloud technologies. Expertly delivered.Essential Skills & Useful TipsCase: A HumanServiceWhy ServiceDesign?Map theExperien...
Cloud technologies. Expertly delivered.Map the ExperienceChange the MachineLine of Visibility
Cloud technologies. Expertly delivered.Empathising Guiding Story TellingActive Listening Visualisation Tell and Re-tellLin...
Cloud technologies. Expertly delivered.Take the Improv Let’s do Coffee RoughcuttingUseful TipsLine of VisibilityFacilitati...
Cloud technologies. Expertly delivered.Effective Frameworks for SalesCase: A HumanServiceWhy ServiceDesign?Map theExperien...
Cloud technologies. Expertly delivered.The dimensions of acustomer-driven enterpriseWasteProgressProblemsQualityAgile Desi...
Cloud technologies. Expertly delivered. Where Left Brain Meets RightExperienceChange theMachine
Cloud technologies. Expertly delivered. Conventional ImplementationTimeAnalyseDesignBuildIntegrateTestRelease$?
Cloud technologies. Expertly delivered. Remember this?
Cloud technologies. Expertly delivered. Continuous Service Design? ? ? ?$ $ $ $Increase Market ShareGrow RevenueIncreased ...
Cloud technologies. Expertly delivered.
Cloud technologies. Expertly delivered. Further ReadingThis is Service Design Thinking Designing for Growthdesigningforgro...
Cloud technologies. Expertly delivered.Thank You
Delivering Sales Success in Hi-Tech Distribution
Delivering Sales Success in Hi-Tech Distribution
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Delivering Sales Success in Hi-Tech Distribution

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BroadCoast Webinar describing how Continuous Design can be used to improve sales processes and implement a Customer Driven Enterprise

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  • AGENDA and INTRODUCTION FOR JAKE …. 2 MINUTES Today we have Jake Majerovic discussing how using Continues Service Design as a means of identify areas for improvement with the view of creating a Customer Driven Enterprise .Jake works closely with organisations to identify new strategic opportunities for product and service innovation, discovering new ways for design to deliver greater value to employees and customers.Backed by over 15 years of hands-on experience managing complex hi-tech distribution programs, Jake is a leading Outcome Design Consultant.He has helped hi-tech distribution organisations and teams be better, smarter and more efficient at product and service delivery. His insight with customers, combined with a solid grounding in business analysis and a mastery of design methods, allows Jake to help hi-tech distributors define and design more meaningful experiences for their customers through cutting edge service, capability and value design strategies.6. Today our Webinar will cover What are the challenges around time / cost and quality in distribution businesses and how they can be addressed?How to set realistic goals for improvement, understand the benefits, and assess readiness for change?How to use Continuous Service Design for improvement in sales process?How an applied approach from leading frameworks such as design thinking, lean, six sigma and agile can be used to create a sustainable customer-driven enterprise? How to quantify your gains / measuring results and benefits?
  • AGENDA and INTRODUCTION FOR JAKE …. 2 MINUTES Today we have Jake Majerovic discussing how using Continues Service Design as a means of identify areas for improvement with the view of creating a Customer Driven Enterprise .Jake works closely with organisations to identify new strategic opportunities for product and service innovation, discovering new ways for design to deliver greater value to employees and customers.Backed by over 15 years of hands-on experience managing complex hi-tech distribution programs, Jake is a leading Outcome Design Consultant.He has helped hi-tech distribution organisations and teams be better, smarter and more efficient at product and service delivery. His insight with customers, combined with a solid grounding in business analysis and a mastery of design methods, allows Jake to help hi-tech distributors define and design more meaningful experiences for their customers through cutting edge service, capability and value design strategies.6. Today our Webinar will cover What are the challenges around time / cost and quality in distribution businesses and how they can be addressed?How to set realistic goals for improvement, understand the benefits, and assess readiness for change?How to use Continuous Service Design for improvement in sales process?How an applied approach from leading frameworks such as design thinking, lean, six sigma and agile can be used to create a sustainable customer-driven enterprise? How to quantify your gains / measuring results and benefits?
  • 3 MINUTESWhat are the challenges around time / cost and quality in distribution businesses and how they can be addressed?FIRSTLY LETS LOOK AT SOME MACRO TRENDS SOURCE : The Outlook for Wholesale Distribution in 2013 A Survey of Key Business Objectives and Challenges Among Wholesale Distribution Companies BY NETSUITE AND MDM.COMMACRO TRENDSBy far, the economy was the biggest concern for distributors in the 2012 survey from NetSuite in partnership with Modern Distribution Management. Other key concerns included: margin erosion, tax issues, employee recruitment and retention, the impact of e-commerce on the brick and mortar model, and the consolidation of the industry. Overall, distributors across sectors expectsmoderate growth for 2013 as compared with expectations in the first half of 2012. The US 2013 revenue outlook for distributors is 3.4 percent growth. But while we’ve certainly seen ups and downs over the past couple of years, distributors now have an increased focus on using technology to build efficiencies and grow profits in 2013. Technology has leveled the playing field for many small and mid-sized distributors who are looking to expand their reach through e-commerce and gain better visibility to target the right customers for growth. And this year’s survey shows more distributors are considering newer technologies, such as cloud solutions, for their business than last year. THE TOP LEFT CHART SHOW THE KEY PRIORITIES OF DISTRIBUTION BUSINESSES Revenue growth topped the list of business priorities for companies again this year, with 55.1 percent of respondents. This was followed by increasing profitability (53.6 percent) and customer retention (45.7 percent). Inventory management and employee training were also top priorities for many of this year’s respondents. TOP RIGHT – HOW DO THEY PLAN TO BUILD REVENUESThe most common way distributors are planning to grow revenue in the next 12 monthsis by selling more to existing customers (55.8 percent), whether it be products they sellnow or by expanding into new product areas. As one respondent noted: “By improving inventory, our existing customers can purchase more from us, and we can eliminate the need to go to other distributors or channels.As with last year, e-commerce continues to be a big growth area for many distributors large and small in the coming year. Thirty-five percent plan to improve their e-commerce capa- bilities to drive revenue growth in the next year. “We need to make it easy for people to do business with us the way they want to,” a distributor explained. BOTTOM LEFT – CUT COSTSProductivity was the name of the game in this year’s survey. Rather than lay off staff or cut salaries as we saw in 2009, distributors are now more focused on getting more out of the resources they have (59.4 percent). This continues a trend we saw last year. “Employee costs have been cut to about bare bones,” wrote one respondent to the survey. One way to do this is to streamline or automate processes, noted by more than 50 percent of respondents. BOTTOM LEFT - Technology Plans. E-commerce and Customer Relationship Management (CRM) technologies were each noted by 44 percent of the survey respondents as priorities in the next 12 months, roughly equal with last year. Cloud computing and mobile for sales were chosen by about a third of respondents each. Fewer distributor respondents (20 percent) are interested in Warehouse Management Systems (WMS) than last year (24 percent).
  • ISSUESSo what issues are Hi-tech distributors facing … Many hi-tech distributors  are considering ways to improve the effectiveness of their sales processes.  We have observed  a common need to take on more products to sell, ability to take on more resellers, make their resellers more productive and even allow end customers to order direct.   We see that many Hi-Tech Distributors are:Relying on manual steps, disparate excel spreadsheets and localised knowledge in hi-tech quoting and ordering process.Have a drawn out selling processs that is constrained by the need for product expertsStruggling with how to offer “self service” quoting and configuration for resellers or their end-customers.We know all these things slow the sales process and are impediments to a Customer Driven Enterprise These issues constrain both growth and profitability in most firms.
  • SEGWAY to JAKE ….. I will now hand over to Jake to discuss how Continuous Service Design can be used to understand where improvement can be made and the best approach to uncovering what is required to be a Customer Driven Enterprise.
  • 3 MINUTESWhat are the challenges around time / cost and quality in distribution businesses and how they can be addressed?FIRSTLY LETS LOOK AT SOME MACRO TRENDS SOURCE : The Outlook for Wholesale Distribution in 2013 A Survey of Key Business Objectives and Challenges Among Wholesale Distribution Companies BY NETSUITE AND MDM.COMMACRO TRENDSBy far, the economy was the biggest concern for distributors in the 2012 survey from NetSuite in partnership with Modern Distribution Management. Other key concerns included: margin erosion, tax issues, employee recruitment and retention, the impact of e-commerce on the brick and mortar model, and the consolidation of the industry. Overall, distributors across sectors expectsmoderate growth for 2013 as compared with expectations in the first half of 2012. The US 2013 revenue outlook for distributors is 3.4 percent growth. But while we’ve certainly seen ups and downs over the past couple of years, distributors now have an increased focus on using technology to build efficiencies and grow profits in 2013. Technology has leveled the playing field for many small and mid-sized distributors who are looking to expand their reach through e-commerce and gain better visibility to target the right customers for growth. And this year’s survey shows more distributors are considering newer technologies, such as cloud solutions, for their business than last year. THE TOP LEFT CHART SHOW THE KEY PRIORITIES OF DISTRIBUTION BUSINESSES Revenue growth topped the list of business priorities for companies again this year, with 55.1 percent of respondents. This was followed by increasing profitability (53.6 percent) and customer retention (45.7 percent). Inventory management and employee training were also top priorities for many of this year’s respondents. TOP RIGHT – HOW DO THEY PLAN TO BUILD REVENUESThe most common way distributors are planning to grow revenue in the next 12 monthsis by selling more to existing customers (55.8 percent), whether it be products they sellnow or by expanding into new product areas. As one respondent noted: “By improving inventory, our existing customers can purchase more from us, and we can eliminate the need to go to other distributors or channels.As with last year, e-commerce continues to be a big growth area for many distributors large and small in the coming year. Thirty-five percent plan to improve their e-commerce capa- bilities to drive revenue growth in the next year. “We need to make it easy for people to do business with us the way they want to,” a distributor explained. BOTTOM LEFT – CUT COSTSProductivity was the name of the game in this year’s survey. Rather than lay off staff or cut salaries as we saw in 2009, distributors are now more focused on getting more out of the resources they have (59.4 percent). This continues a trend we saw last year. “Employee costs have been cut to about bare bones,” wrote one respondent to the survey. One way to do this is to streamline or automate processes, noted by more than 50 percent of respondents. BOTTOM LEFT - Technology Plans. E-commerce and Customer Relationship Management (CRM) technologies were each noted by 44 percent of the survey respondents as priorities in the next 12 months, roughly equal with last year. Cloud computing and mobile for sales were chosen by about a third of respondents each. Fewer distributor respondents (20 percent) are interested in Warehouse Management Systems (WMS) than last year (24 percent).
  • Thank you Jake for a thought provoking and interesting presentation. At this point we would like to open the webinar for questions from the floor …..any questions ….. No …... well I will lead with one I prepared earlier …..How do you best quantify your gains and measure the benefits that you expect ….. ( quality analysis and business case to do anything …. Must be business case driven, must have clear quantifiable outcomes, putting numbers to be benefits that you can envisage as well as the cost that you can remove.)So what next?BroadCoast offer a range of services that can help you get started on resolving issues or creating improvements in your supply chain.We would love to find out some specifics about the issues facing your organization and help you understand the linkage between theses issues and business performance improvement.We would like ti get feedback on if you feel that Continuous Design would assist as a Breakthrough approach as .we believe that there are significant and order of magnitude improvements that can be made with these approaches.We will be in contact with you via phone and email to get your impression from today and we thank you for investing your time in this session.
  • Transcript of "Delivering Sales Success in Hi-Tech Distribution "

    1. 1. Cloud technologies. Expertly delivered.Delivering Sales Success in Hi-TechDistribution
    2. 2. Cloud technologies. Expertly delivered. Agenda• What are the challenges around time / cost andquality in distribution businesses and how they canbe addressed?• How to set realistic goals forimprovement, understand the benefits, and assessreadiness for change?• How to use Continuous Service Design forimprovement in sales process?• How an applied approach from leading frameworkssuch as design thinking, lean, six sigma and agilecan be used to create a sustainable customer-driven enterprise?• How to quantify your gains / measuring results andbenefits?
    3. 3. Cloud technologies. Expertly delivered. Agenda• What are the challenges around time / cost andquality in distribution businesses and how they canbe addressed?• How to set realistic goals forimprovement, understand the benefits, and assessreadiness for change?• How to use Continuous Service Design forimprovement in sales process?• How an applied approach from leading frameworkssuch as design thinking, lean, six sigma and agilecan be used to create a sustainable customer-driven enterprise?• How to quantify your gains / measuring results andbenefits?
    4. 4. Cloud technologies. Expertly delivered. Macro Trends
    5. 5. Cloud technologies. Expertly delivered.
    6. 6. Cloud technologies. Expertly delivered.
    7. 7. Cloud technologies. Expertly delivered.Case: A HumanServiceWhy ServiceDesign?Map theExperienceChange theMachineEssential Skills& Useful TipsSome EffectiveFrameworksToday’s Journey Map
    8. 8. Cloud technologies. Expertly delivered. Case: A Human ServiceCase: A HumanServiceWhy ServiceDesign?Map theExperienceChange theMachineEssential Skills& Useful TipsSome EffectiveFrameworks
    9. 9. Cloud technologies. Expertly delivered.Going on a DateCase: A Human Service
    10. 10. Cloud technologies. Expertly delivered.…at a nice Restaurant…
    11. 11. Cloud technologies. Expertly delivered.Not Clean Unreliable10% CardSurchargeNot SpecialOption 1: Get a Cab
    12. 12. Cloud technologies. Expertly delivered.ExpensiveBook inAdvanceBook inBlocks ofTime2 PaymentStepsOption 2: Order Limo
    13. 13. Cloud technologies. Expertly delivered. Option 3: Uber Service
    14. 14. Cloud technologies. Expertly delivered.
    15. 15. Cloud technologies. Expertly delivered.Open App1 2 View Availability 3 Book
    16. 16. Cloud technologies. Expertly delivered.Get AlertsWatch Progress
    17. 17. Cloud technologies. Expertly delivered.Arrive in style, without theweather dampening themood
    18. 18. Cloud technologies. Expertly delivered.Immediate PaymentRealtime Feedback
    19. 19. Cloud technologies. Expertly delivered.Immediate PaymentRealtime Feedback
    20. 20. Cloud technologies. Expertly delivered.Tax ReceiptFare BreakdownTrip Statistics
    21. 21. Cloud technologies. Expertly delivered.More Human
    22. 22. Cloud technologies. Expertly delivered.Nice CarsJust in TimeFriendlyServiceReasonablePriceEasy PaymentConstantFeedbackMore FlexibilityBigger MarketMore ControlFill Gaps inScheduleStreamlinedProcessFeedback LoopPassenger(Customer)Driver(Supplier)This is Service Design
    23. 23. Cloud technologies. Expertly delivered.ExperienceSystemsHumanCustomerSupplierService Design is Human-Centred
    24. 24. Cloud technologies. Expertly delivered. Why Service Design?Case: A HumanServiceWhy ServiceDesign?Map theExperienceChange theMachineEssential Skills& Useful TipsSome EffectiveFrameworks
    25. 25. Cloud technologies. Expertly delivered. Why Service Design?Doing Design:beauty, ease ofuse, value, connections, UI etc.Thinking Design:Beating the statusquo, marketopportunities etc.Design as anImplementationActivity Design asa StrategicActivityBeing a Designer:what’s next? designculture, innovationDesignas yourIdentity
    26. 26. Cloud technologies. Expertly delivered. Why Service Design?SalesServiceSupply Chain
    27. 27. Cloud technologies. Expertly delivered. Some challenges you may face• Relying on manual steps, disparate excelspreadsheets and localised knowledge in hi-techquoting and ordering process.• Have a drawn out selling process that isconstrained by the need for product experts• Struggling with how to offer “self service” quotingand configuration for resellers or their end-customers.
    28. 28. Cloud technologies. Expertly delivered. Macro Trend: Shift to ServicesSource: Government Accountability Office; Bureau of Labor Statistics; S&P Capital IQ
    29. 29. Cloud technologies. Expertly delivered.The service sector nowgenerates ~64% of theworld’s GDP.
    30. 30. Cloud technologies. Expertly delivered. Service Design: Market Sizing$2 BillionEstimated size oftotal dollarsspent in US onplanning anddesign services.
    31. 31. Cloud technologies. Expertly delivered. Service Design: Market Sizing$2 BillionEstimated size oftotal dollarsspent in US onplanning anddesign services.
    32. 32. Cloud technologies. Expertly delivered.$40 BillionAd Spend$2 BillionPlanning &Design ofServicesMacro SAGServiceAnticipationGap
    33. 33. Cloud technologies. Expertly delivered.$40 BillionAd Spend$2 BillionPlanning &Design ofServicesMacro SAGServiceAnticipationGap
    34. 34. Cloud technologies. Expertly delivered.$500kAd Spend$25kPlanning &Design ofServicesMicro SAGServiceAnticipationGap
    35. 35. Cloud technologies. Expertly delivered. Service Anticipation GapThe loss of future potential revenuesand the wasted ad spend when aservice doesn’t meet or exceed theexpectations set with the customer.$25k Service Planning and Design$500k Ad Spend
    36. 36. Cloud technologies. Expertly delivered. Identifying your SAG• Time, cost and quality SAG• SAG Opportunities for improvement• Waste SAG• Understand benefits• Improvement in sales process
    37. 37. Cloud technologies. Expertly delivered. Overcoming SAGIncreased customeracquisition andadoption ratesIncreased customerloyalty and advocacyby planning anddesigning for servicepropositions, sequencingand flowthrough human-centredplanning of customerjourneys acrosstouchpoints andevidencing of customervalue.
    38. 38. Cloud technologies. Expertly delivered. How services are being designedHow’s this work getting done?
    39. 39. Cloud technologies. Expertly delivered. Service Design (in two sentences)Service design applies design methods and craftto the definition and orchestration of serviceexperiences.Examines the operations, culture and structure ofan organisation for impact on service experience.
    40. 40. Cloud technologies. Expertly delivered.Sales ExperienceSales Process &SystemsHumanCustomerSupplierSales Service is Human-Centred
    41. 41. Cloud technologies. Expertly delivered.Services are process andexperience based.Sales ProcessShipping
    42. 42. Cloud technologies. Expertly delivered.Map The ExperienceCase: A HumanServiceWhy ServiceDesign?Map theExperienceChange theMachineEssential Skills& Useful TipsSome EffectiveFrameworks
    43. 43. Cloud technologies. Expertly delivered.
    44. 44. Cloud technologies. Expertly delivered.Experience
    45. 45. ProcessExperience
    46. 46. Change the MachineMap Experience
    47. 47. Cloud technologies. Expertly delivered.When you thinkabout ExperienceMapping
    48. 48. Cloud technologies. Expertly delivered.The Holiday is not TheDestinationThink about aholiday
    49. 49. Cloud technologies. Expertly delivered.It starts with a map
    50. 50. Cloud technologies. Expertly delivered.Then the journey begins
    51. 51. Cloud technologies. Expertly delivered.And every journey has astory
    52. 52. Cloud technologies. Expertly delivered.Tell your story with depthand richness around thehuman experience.
    53. 53. Cloud technologies. Expertly delivered.Your organisation shouldfeel what it’s like toexperience everytouchpoint.
    54. 54. Cloud technologies. Expertly delivered.Your organisation shouldfeel what it’s like toexperience everytouchpoint.
    55. 55. Cloud technologies. Expertly delivered.Enjoyment+-CustomerSupplier
    56. 56. Cloud technologies. Expertly delivered.Enjoyment+-
    57. 57. Cloud technologies. Expertly delivered.ExperienceSystems andProcessHumanCustomerSupplierRemember: Service is Human-Centred
    58. 58. Cloud technologies. Expertly delivered.What are your Points ofOpportunity?What are your ExperienceTriggers?What are your Points ofOpportunity?
    59. 59. Cloud technologies. Expertly delivered. Bernie Brooks from MyerAd Statement:Myer is My Store
    60. 60. Cloud technologies. Expertly delivered. Bernie Brooks from MyerService Statement:On competing in the internet era:...create an "omni-channel". Itsessential to "fish where the fish are". Ifthe customers want online sales youbetter provide it.
    61. 61. Cloud technologies. Expertly delivered. Bernie Brooks from MyerService Statement:On supply chain: they have a specificobjective to "make supply chain sexy".Deliver products faster and at lowercost.
    62. 62. Cloud technologies. Expertly delivered. Bernie Brooks from MyerService Statement:Bad news travels fast: so, Bernie insistshe gets all the negative businessperformance news before the positivereports.
    63. 63. Cloud technologies. Expertly delivered.What are your Points ofOpportunity?What are your ExperienceTriggers?What are your Points ofOpportunity?
    64. 64. Cloud technologies. Expertly delivered.You need to tell an engagingstory.But make sure you aretelling a true story.
    65. 65. Cloud technologies. Expertly delivered.InteractionsCapabilitiesSystemsExperiences
    66. 66. Cloud technologies. Expertly delivered.Sales InteractionsSales CapabilitiesSalesSystemsSales Experiences
    67. 67. Cloud technologies. Expertly delivered.Sales InteractionsSales CapabilitiesSalesSystemsSales ExperiencesMagic Happens
    68. 68. Cloud technologies. Expertly delivered.The Postcards are not possible Without the Systems, Capabilitiesand Interactions
    69. 69. Cloud technologies. Expertly delivered.The Systems, Capabilities andInteractions are not valuableWithout the structures and attractions
    70. 70. Cloud technologies. Expertly delivered.Systems, Capabilities, InteractionsExperienceLine of Sight
    71. 71. Cloud technologies. Expertly delivered.Feeling, thinking, doingMotivations Framing BehavioursMaking $ales CountThrough Service Design
    72. 72. Cloud technologies. Expertly delivered. Building Blocks of Service DesignActionsWhat your customersare doingEmotionsFeelings andperceptions of yourcustomersNeedsWhat your customersare trying to satisfyPeopleWho is involved inyour customer baseContextPlace andenvironmentProductsWhat you are selling
    73. 73. Cloud technologies. Expertly delivered.Change the MachineMap the Experience
    74. 74. Cloud technologies. Expertly delivered.Change The MachineCase: A HumanServiceWhy ServiceDesign?Map theExperienceChange theMachineEssential Skills& Useful TipsSome EffectiveFrameworks
    75. 75. Cloud technologies. Expertly delivered.a journey[pros-es] verb:Procès (13c.)
    76. 76. Cloud technologies. Expertly delivered.Ç√a continuous series ofactions meant toaccomplish a result.Process (17c.)
    77. 77. Cloud technologies. Expertly delivered.A sequence of interdependent andlinked procedures which, at everystage, consume one or moreresources to convert inputs intooutputs. These outputs then serve asinputs for the next stage until aknown outcome is reached.Process (17c.)
    78. 78. Cloud technologies. Expertly delivered.A sequence of interdependent andlinked procedures which, at everystage, consume one or moreresources to convert inputs intooutputs. These outputs then serve asinputs for the next stage until aknown outcome is reached.Process (17c.)EmployeesTimeEnergyCapitalMaterialPartsData
    79. 79. Cloud technologies. Expertly delivered.
    80. 80. Cloud technologies. Expertly delivered.What have we built?
    81. 81. Cloud technologies. Expertly delivered.Line of Visibility
    82. 82. Cloud technologies. Expertly delivered.Service blueprinting helpsdesigners engageoperations to go from visionto reality.
    83. 83. Cloud technologies. Expertly delivered.
    84. 84. Cloud technologies. Expertly delivered.
    85. 85. Cloud technologies. Expertly delivered. Blueprint Building BlocksCustomer ActionsTouchpointsStaff ActionsLine of VisibilityBack Stage StaffSupport Processes
    86. 86. Cloud technologies. Expertly delivered.Remember This?How’s this work getting done?
    87. 87. Cloud technologies. Expertly delivered.CustomerPre-SalesSalesShippingOrderingWarehousing
    88. 88. Cloud technologies. Expertly delivered.Process (21c.)Orchestrated series of interrelatedactions that produce sustainablevalue for all stakeholders incomplex ecosystems ofpeople, products, services andtechnologies
    89. 89. Cloud technologies. Expertly delivered.Process (21c.)Orchestrated series of interrelatedactions that produce sustainablevalue for all stakeholders incomplex ecosystems ofpeople, products, services andtechnologies
    90. 90. Cloud technologies. Expertly delivered.Humanise processes to co-create value for businessesand people with whom theyinteract.
    91. 91. Cloud technologies. Expertly delivered.Humanise processes to co-create value for businessesand people with whom theyinteract.
    92. 92. Cloud technologies. Expertly delivered.More Human
    93. 93. Cloud technologies. Expertly delivered.Essential Skills & Useful TipsCase: A HumanServiceWhy ServiceDesign?Map theExperienceChange theMachineEssential Skills& Useful TipsSome EffectiveFrameworks
    94. 94. Cloud technologies. Expertly delivered.Map the ExperienceChange the MachineLine of Visibility
    95. 95. Cloud technologies. Expertly delivered.Empathising Guiding Story TellingActive Listening Visualisation Tell and Re-tellLine of VisibilityEssential SkillsUseful TipsSustaining a Customer-DrivenEnterprise
    96. 96. Cloud technologies. Expertly delivered.Take the Improv Let’s do Coffee RoughcuttingUseful TipsLine of VisibilityFacilitation Translation OrchestrationEssential SkillsSustaining a Customer-DrivenEnterprise
    97. 97. Cloud technologies. Expertly delivered.Effective Frameworks for SalesCase: A HumanServiceWhy ServiceDesign?Map theExperienceChange theMachineEssential Skills& Useful TipsSome EffectiveFrameworks
    98. 98. Cloud technologies. Expertly delivered.The dimensions of acustomer-driven enterpriseWasteProgressProblemsQualityAgile Design ThinkingLeanSix SigmaCustomer
    99. 99. Cloud technologies. Expertly delivered. Where Left Brain Meets RightExperienceChange theMachine
    100. 100. Cloud technologies. Expertly delivered. Conventional ImplementationTimeAnalyseDesignBuildIntegrateTestRelease$?
    101. 101. Cloud technologies. Expertly delivered. Remember this?
    102. 102. Cloud technologies. Expertly delivered. Continuous Service Design? ? ? ?$ $ $ $Increase Market ShareGrow RevenueIncreased ProductivityAdd Product Category2-4 weeks 2-4 weeks 2-4 weeks
    103. 103. Cloud technologies. Expertly delivered.
    104. 104. Cloud technologies. Expertly delivered. Further ReadingThis is Service Design Thinking Designing for Growthdesigningforgrowthbook.comthisisservicedesignthinking.com
    105. 105. Cloud technologies. Expertly delivered.Thank You
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