€1,311.70 – €1,521.38

Thinking in Services: The Fundamentals

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Utrecht

Utrecht

Netherlands

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Refund Policy

Refunds up to 7 days before event

Event description

Description

This course is based on new skills and practices implemented for over a decade within Fortune 500 companies, the US and Dutch governments - all with a single vision and purpose: Aligning internal and external suppliers across a service enterprise for the flawless execution of strategy or policy, through design, development, delivery and operations- for superior outcomes and experiences at the best possible price. For that, there needs to be a shared understanding of the concept of a service, with clarity and depth. Being able to systematically construct (or deconstruct) the design of a service allows multidisciplinary teams to take on bigger challenges.


Course outcomes

At the end of this course participants will be able to: Define and describe services with a new level of clarity and depth, in a standard and accelerated fashion with supporting tools and templates; Frame new services, ideas and concepts, lead discussions, drive consensus, and resolve conflicting arguments; and; Generate stories from frames.


Format

The learning will be through a series of lessons followed by practice exercises across four 3-hour modules over a span of two days. The format is designed to place participants on a new level of conceptual clarity through skill development – hands and minds fully engaged. The first three modules will set up participants to test themselves in the fourth: by developing a new service concept.

Course packet
Each participant will receive a course packet that includes the following:

Reference text: Thinking in Services by Majid Iqbal. BIS Publishers, Amsterdam, 2018.
Workbook with 12 practice exercises and templates
Field kit (story pad, notebook, pen, checklist, etc.)


Course outline

MODULE 1:
1. Service definition (what services are, and what they are not)
2. X as a service – simple criteria for qualifying solutions
3. Stereotypes, micro-definitions and micro-services
4. ING-THING, a word game for service design

MODULE 2:
1. Four promises that make every service whole
2. The 4x Frame – a foundation tool for defining skeletal agreements
3. Promises – a card based simulation between customers and service providers
4. Eight service patterns and reusable promises

MODULE 3:
1. 16x – the checklist for developing customer-centric service definitions
2. Story to Frame – Analyzing customer stories to develop a whole concept
3. Frame to Story – Developing a new story (instance) from a class definition
4. How to resolving conflicting views on service definitions and reach consensus.

MODULE 4:
Participants will get to apply what they have learned in the first three modules, to develop a full service concept on their own. They will have two options: Work on a particularly difficult case from their organization or practice on a sample case given to them by the trainers. Within a three-hour span, they will analyze customer stories, extract information, fill up a 16x template, and then draft a one-pager to present to the class. Being able to complete this task marks the a level of achievement.

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Date and Time

Location

Utrecht

Utrecht

Netherlands

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Refund Policy

Refunds up to 7 days before event

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