COURSE OBJECTIVE:
This Business Service Design course takes you through the four key strands of thinking leading to innovative, customer-centric business change: Systems Thinking, Service Thinking, Design Thinking and Lean Thinking.
The course discusses how these four strands of thinking are interconnected and how they collectively support effective business change. You will develop an understanding of how to apply key business service design techniques.
TARGET AUDIENCE:
The Business Service Design course is for anyone working on business change initiatives, in particular: Business Analysts; Business Service Designers (including Business Designers and Service Designers); Product Managers; Business Architects; Business Engineers; Solution Architects; User Researchers; Portfolio Managers; Programme Managers; Project Managers and Business Change Managers.
COURSE PREREQUISITES:
Not available. Please contact.
COURSE CONTENT:
During this course, you will cover:
• The 4 core thinking approaches of Business Service Design:
– Systems thinking
– Service thinking
– Design thinking
– Lean thinking
• Business Service Design and business strategy execution
• Systems thinking practices and techniques including:
– The classes and characteristics of systems
– Reductionist thinking
– POPIT(TM) and the Business Model Canvas
• Service thinking principles and concepts including:
– Co-creation of value
– Service ecosystems
– Service blueprints and Value streams
• Design thinking techniques including:
– The Design thinking Double Diamond
– Empathy mapping
– Customer journey mapping
– Service blueprint
• Lean thinking principles and concepts including:
– Quality control and quality assurance
– SIPOC
– Kaizen
– Waste identification techniques
• Lean improvement lifecycles: PDCA, PDSA and DMAIC
• Organisational agility definition, elements and domains
• Organisational culture and business agility
FOLLOW ON COURSES:
Not available. Please contact.