Please register (it's free!) or login to view the remaining preview.

If you are logged in, your referral link [?] is automatically included below.

EMBED CODE (Copy and Paste)

DOCUMENT DESCRIPTION

Service Design is the process of planning and organizing people, infrastructure, communication, and material components of a service in order to improve its quality and the interaction between the service provider and its customers. In other words, Service Design is the art of designing great experiences for the customer--thus attaining Customer Delight.

If a service is well-designed, the service will be user-friendly and relevant to the customers, while being sustainable and competitive for our organization.

There are 5 principles to great Service Design and Delivery:

1. The customer is always right--assuming the customer is right for us.
2. Don't surprise and delight customers--just delight them.
3. Great service should not require heroic efforts by us--or the customer.
4. Service Design and Delivery must be coherent across all platforms.
5. We're never done--anticipate, create, innovate, iterate, and repeat.

Additional topics discussed in this presentation include the 10 Elements of Customer Delight, Technical Excellence, Customer Experience, and Customer Experience Journey Design.

Got a question about the product? Email us at [email protected]. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Service Design and Delivery PowerPoint document

ABOUT FLEVYPRO

FlevyPro is a subscription service for on-demand business frameworks and analysis tools. FlevyPro subscribers receive access to an exclusive library of curated business documents—business framework primers, presentation templates, Lean Six Sigma tools, and more—among other exclusive benefits. Click here to learn more about FlevyPro and its benefits.

[ What is FlevyPro? ]

This is a FlevyPro document.

Top Flevy Author [?]

Service Design and Delivery

Sold by PPT Lab (this author has 25 documents)

Sorry, this document is currently only available to FlevyPro subscribers.
You can join FlevyPro for only $29/month.

Or, you can subscribe to the Customer-centric Design (CCD) Stream, our curated collection of Customer-centric Design (CCD) frameworks.

This business document is categorized under:
Business Framework Primers

File Type: PowerPoint (ppt)

Tag(s): Customer Experience, Customer Satisfaction, Customer Delight, Service Design

Number of Slides: 19 (includes cover, transition slides)

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

Upload date (first version): Mar 16, 2017

FLEVYPRO LIBRARY

Are you a consultant?
FlevyPro is our subscription service for consulting frameworks and business templates.

It is a must-have for any independent consultant or boutique firm. We arm them with the same—if not greater—access to a library of consulting frameworks that global consulting firms have at their disposal. Learn more about our value proposition to consultants here.

RELATED DOCUMENTS FROM THE FLEVYPRO LIBRARY

	Six Building Blocks of Digital Transformation Tag(s): Analytics, Customer Decision Journey, Big Data, Customer Experience, Digital Transformation		Customer Experience Tag(s): Customer Decision Journey, Digital Transformation, Customer Experience
	Omnichannel Marketing Tag(s): Customer Journey, Omnichannel Marketing, Customer Experience		Design Sprint Tag(s): Product Design, Product Strategy, Service Design
	CRM and the Customer Experience Tag(s): Customer Experience, Customer Relationship Management		Mobile Customer Journey and Experience Design Tag(s): Customer Journey, Customer Experience, Mobile Strategy, Customer Decision Journey, Digital Transformation
	Design-driven Culture Tag(s): Customer Decision Journey, Service Design, Corporate Culture, Customer Experience		Kano Customer Satisfaction Model Tag(s): Customer Satisfaction, Noriaki Kano, Kano Customer Satisfaction Model
	Best Practices in Strategic Planning Tag(s): Strategy Execution, Strategic Dialogue, Strategic Planning, Strategy Development		Strategy Map Tag(s): Strategy Map, Balanced Scorecard
	Digital Transformation Strategy (Primer) Tag(s): Digital Transformation, Digital Strategy		Closing the Strategy-to-Performance Gap Tag(s): Strategy Development, Corporate Culture, Strategy Execution, Strategic Planning, Strategy-to-Performance Gap

CUSTOMER TESTIMONIALS

"I like your product. I'm frequently designing PowerPoint presentations for my company and your product has given me so many great ideas on the use of charts, layouts, tools, and frameworks. I really think the templates are a valuable asset to the job."

– Roberto Fuentes Martinez, Manager at Technology Transformation Advisory

"As a consulting firm, we had been creating subject matter training materials for our people and found the excellent materials on Flevy, which saved us 100's of hours of re-creating what already exists on the Flevy materials we purchased."

– Michael Evans, Managing Director at Newport LLC

"As an Independent Management Consultant, I find Flevy to add great value as a source of best practices, templates and information on new trends. Flevy has matured and the quality and quantity of the library is excellent. Lastly the price charged is reasonable, creating a win-win value for the customer, Flevy and the various authors. This is truly a service that benefits the consulting industry and associated clients. Thanks for providing this service. "

– Jim Schoen, Principal at FRC Group

"I have found Flevy to be an amazing resource and library of useful presentations for lean sigma, change management and so many other topics. This has reduced the time I need to spend on preparing for my performance consultation. The library is easily accessible and updates are regularly provided. A wealth of great information."

– Cynthia Howard RN, PhD, Executive Coach at Ei Leadership

"My FlevyPro subscription provides me with the most popular frameworks and decks in demand in today’s market. They not only augment my existing consulting and coaching offerings and delivery, but also keep me abreast of the latest trends, inspire new products and service offerings for my practice, and educate me in a fraction of the time and money of other solutions. I strongly recommend FlevyPro to any consultant serious about success."

– Bill Branson, Founder at Strategic Business Architects

"Flevy is our 'go to' resource for management material, at an affordable cost. The Flevy library is comprehensive and the content deep, and typically provides a great foundation for us to further develop and tailor our own service offer."

– Chris McCann, Founder at Resilient.World

"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."

– David Harris, Managing Director at Futures Strategy

"As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant's toolbox."

– Michael Duff, Managing Director at Change Strategy (UK)

"As a consultant requiring up to date and professional material that will be of value and use to my clients, I find Flevy a very reliable resource.

The variety and quality of material available through Flevy offers a very useful and commanding source for information. Using Flevy saves me time, enhances my expertise and ends up being a good decision."

– Dennis Gershowitz, Principal at DG Associates

"One of the great discoveries that I have made for my business is the Flevy library of training materials.

As a Lean Transformation Expert, I am always making presentations to clients on a variety of topics: Training, Transformation, Total Productive Maintenance, Culture, Coaching, Tools, Leadership Behavior, etc. Flevy usually has just what I need to make my point.

It is well worth the money to purchase these presentations. Sure, I have the knowledge and information to make my point. It is another thing to create a presentation that captures what I want to say. Flevy has saved me countless hours of preparation time that is much better spent with implementation that will actually save money for my clients."

– Ed Kemmerling, Senior Lean Transformation Expert at PMG

"FlevyPro has been a brilliant resource for me, as an independent growth consultant, to access a vast knowledge bank of presentations to support my work with clients. In terms of RoI, the value I received from the very first presentation I downloaded paid for my subscription many times over! The quality of the decks available allows me to punch way above my weight – it's like having the resources of a Big 4 consultancy at your fingertips at a microscopic fraction of the overhead."

– Roderick Cameron, Founding Partner at SGFE Ltd

"I have used FlevyPro for several business applications. It is a great complement to working with expensive consultants. The quality and effectiveness of the tools are of the highest standards."

– Moritz Bernhoerster, Global Sourcing Director at Fortune 500

"If you are looking for great resources to save time with your business presentations, Flevy is truly a value-added resource. Flevy has done all the work for you and we will continue to utilize Flevy as a source to extract up-to-date information and data for our virtual and onsite presentations!"

– Debbi Saffo, President at The NiKhar Group

"The wide selection of frameworks is very useful to me as an independent consultant. In fact, it rivals what I had at my disposal at Big 4 Consulting firms in terms of efficacy and organization."

– Julia T., Consulting Firm Owner (Former Manager at Deloitte and Capgemini)

"As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. For us, it is an invaluable resource to increase our impact and value."

– David Coloma, Consulting Area Manager at Cynertia Consulting

SELECT CUSTOMERS

Since 2012, we have provided best practices to over 5,000 businesses and organizations of all sizes across the world—in over 130 countries. Below is just a very small sample of our customer base.

Did you know?

The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.

VIEW BY

Are you a business professional?
Join Flevy and sell your business documents.

Just as the mobile apps market has helped software developers earn sustainable, passive income, we hope Flevy will do the same for business professionals, like yourself. There's no reason to let your IP collect dust when it can be making you perpetual income.

RECOMMENDED DOCUMENTS FROM THE FLEVY MARKETPLACE

	Design Thinking Listed under: Operations Strategy, Marketing, & Sales View more from: Operational Excellence Consulting Top Flevy Author [?] 249-slide PowerPoint deck. Design Thinking is a process for creative problem solving. It allows everyone from all industries to use creative tools to address a vast range of challenges. The process is action-oriented, embraces simple mindset shifts and tackles [read more]	$79.00 Add to Cart View Details
	Design Thinking for Non-Designers Listed under: Organization, Change, & HR Strategy, Marketing, & Sales View more from: Operational Excellence Consulting Top Flevy Author [?] 184-slide PowerPoint deck. Design Thinking is a process for creative problem solving. It allows both designers and non-designers (literally everyone!) to use creative tools to address a vast range of challenges. The process is action-oriented, embraces [read more]	$69.00 Add to Cart View Details
	Service 4.0: Service Innovation This is a FlevyPro [?] document. What is FlevyPro? Subscribe and Save as a FlevyPro member! 25-slide PowerPoint deck. New digital upstarts are threatening the bottom lines. Even growth prospects and traditional business models are threatened. It is time for incumbents to innovate or be left behind. Surviving the changing service landscape requires [read more]	$20.00 Add to Cart View Details
	Design Thinking Primer This is a FlevyPro [?] document. What is FlevyPro? Subscribe and Save as a FlevyPro member! 28-slide PowerPoint deck. Thomas Edison represents what many of us think of as a golden age of American innovation. It is a time when new ideas transformed every aspect of our lives. Today, the need for transformation is greater than before. A human-centered, [read more]	$20.00 Add to Cart View Details
	Design Thinking - Overview (PPT) Listed under: Information Technology Strategy, Marketing, & Sales View more from: Ivana Nissen Top Flevy Author [?] 46-slide PowerPoint deck. Content of this presentation is as follows: 1. INTRODUCTION 2. DESIGN THINKING MINDSETS 3. DESIGN THINKING PROCESS 3.1 INTRODUCTION 3.2 EMPATHIZE 3.3 DEFINE 3.4 IDEATE 3.5 PROTOTYPE 3.6 TEST Design [read more]	$35.00 Add to Cart View Details
	Design Thinking - Introduction (PPT) Listed under: Information Technology Strategy, Marketing, & Sales View more from: Ivana Nissen Top Flevy Author [?] 80-slide PowerPoint deck. Content of this presentation is as follows: 1. INTRODUCTION 2. DESIGN THINKING MINDSETS 3. DESIGN THINKING PROCESS 3.1 INTRODUCTION 3.2 EMPATHIZE 3.3 DEFINE 3.4 IDEATE 3.5 PROTOTYPE 3.6 TEST 4. WORKSHOP [read more]	$55.00 Add to Cart View Details
	Customer Satisfaction Analysis This is a FlevyPro [?] document. What is FlevyPro? Subscribe and Save as a FlevyPro member! 7-slide PowerPoint deck. This primer shows a 4-step process to Customer Satisfaction Analysis. It also includes a few templates and output examples. This framework is part of the [read more]	This document is only available to FlevyPro members. View Details
	Digital Transformation Strategy Listed under: Information Technology Strategy, Marketing, & Sales View more from: LearnPPT Top Flevy Author [?] 118-slide PowerPoint deck. Digital Transformation is being embraced by companies across most industries, as the role of technology shifts from being a business enabler to a business driver. Transformation is driven by 6 Technology Trends: - Social Media - [read more]	$89.00 Add to Cart View Details
	Problem Solving and Decision Making Listed under: Operations Strategy, Marketing, & Sales View more from: Corporate Finance 101 Top Flevy Author [?] 32-slide PowerPoint deck. According to McKinsey, structured problem solving can be used to address almost any complex challenge in business or public policy. This document explains how to address and solve problems in a structured way. It has a strong focus on [read more]	$20.00 Add to Cart View Details
	Customer Experience Strategy - Template and Guide Listed under: Operations Strategy, Marketing, & Sales View more from: CustCore Consulting Top Flevy Author [?] 56-slide PowerPoint deck. Customer Experience is fast becoming the key business battleground in many markets. In order to be successful it is critical that all business create a Customer Experience Strategy, an all encompassing view of how they will deliver [read more]	$65.00 Add to Cart View Details