This document discusses using Six Sigma techniques and tools to improve service design processes. It begins with an overview of Six Sigma and its goals of eliminating defects and achieving near perfection. It then discusses how Six Sigma and service design share goals of improving value but define value differently. The document provides examples of how specific Six Sigma tools and techniques like process mapping can be applied to understand and improve service design processes. It emphasizes using process mapping to reduce waste, protect strong enablers, and gain a solid foundation for redesigning services.
4. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
• Change Management struggles to translate their work into building
the changes they seek.
• People change when they feel like they have to change.
• Service design has the most impact when people come together over
the services they offer.
• Organizational leaders rarely observe people using the services they
offer which contributes to a lack of reality and urgency in change.
• Being a slave to a tool or process is the beginning of the end.
PREMISE
5. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
WARM UP
7. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
“Truth is ever to be found
in simplicity, and not in the
multiplicity and confusion
of things.”
NEWTON
8. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
“All models are useful, but
all model are wrong.”
GEORGE BOX
27. Improve compliance
Team morale
Ease training
Trim down Build knowledge
When dealing with regulators, process
maps can illustrate how you have
designed compliant processes.
Process mapping can get everyone
involved as they take an honest look
at how the service works.
Understanding processes makes it easier
to onboard new employees with better
documentation and consistent explanations.
As companies grow they often create
redundant and inefficient processes that
create waste or heaviness.
Remove points of vague understanding by
getting the subject matter expertise out of
people’s heads.
BENEFITS
32. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
SERVICE DESIGN
• Sort
• Set Order
• Shine
• Standardize
• Sustain
SIX SIGMA
• People
• Process
• Partnerships
• Props
• Place
36. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
Congratulations! You are working as an SD within
CVS! As the core service of the organization, your
SD team has been tasked with improving the
pharmacy refill experience. Using the materials
provided, map a process map of the planned state
of the established research process.
EXERCISE
37. Core
Pharmaceutical services
Enabling
Point of sale, Pharmacy security, malpractice insurance,
adherence programs, store services
Recovery
Store discounts
Enhancing
Minute Clinics, blood pressure measurements, convenience store,
CoreCore
Enabling
Enhancing
Recovery
CVS
42. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
“The problem is that at a lot of
big companies, process becomes
a substitute for thinking. You’re
encouraged to behave like a little gear in
a complex machine.”
ELON MUSK
