The document discusses service design management, emphasizing the importance of integrating internal and external factors in organizational processes. It highlights the role of design in creating corporate value, customer satisfaction, and achieving desired goals. Additionally, it covers strategies, project planning, and the significance of a culture of design within businesses.

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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