Service Design
Final lecture
Service Design Course
VIKMB32
6
It‘s a Quiz
time !
2
Part one
the knowledge
so far
3
Part two
overdelivery
Tony Cram, Vítězný tah 2010
4
5
Jan 2009, flight nr. 1549 NY – Seattle
All 150 people survived, but stressed, wet and with nothing.
• Free help line for...
Part three
design
6
30 minutes
Service Pyramid
Simple Business Case
One Overdelivery feature
Summing up
7
Write down the Tandem Teams
12 May – Who‘s coming?
30 May diner – Need your help
18 June – Presentations + re...
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Service Design 6: Final Lecture

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Service Design 6: Final Lecture

  1. 1. Service Design Final lecture Service Design Course VIKMB32 6
  2. 2. It‘s a Quiz time ! 2
  3. 3. Part one the knowledge so far 3
  4. 4. Part two overdelivery Tony Cram, Vítězný tah 2010 4
  5. 5. 5 Jan 2009, flight nr. 1549 NY – Seattle All 150 people survived, but stressed, wet and with nothing. • Free help line for relatives • Cash and credit cards to buy essentials • Pre-charged phones • Food, transportation • Locksmiths • Flight ticket voucher, VIP card, 5000 $ In 6 weeks, 1/3 of passengers flew again. Chesley B. 'Sully' Sullenberger, III US airways overdelivery
  6. 6. Part three design 6 30 minutes Service Pyramid Simple Business Case One Overdelivery feature
  7. 7. Summing up 7 Write down the Tandem Teams 12 May – Who‘s coming? 30 May diner – Need your help 18 June – Presentations + reports (after 2 PM) Connect me on LinkedIn Reach out to me for: Thesis, Recommendation, Jobs, More Sources, Business, Advice or just Say Hello Feedback 1. What you liked? 2. What can be improved? 3. On the scale 1 to 10 how likely are you to recommend the course to your friends? 4. What do I miss to get 10?

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