Methods: Designing a new Service
August 5, 2014 Leave a comment
Had a great brainstorming session yesterday with a colleague discussing how to apply DSM techniques to the Service Design activities we’re involved in. [Going to have to update my methods PowerPoint again] Came up with using DSM to identify and cluster functions across various customer requirements and then a simple prioritization using Risk DSM and Business Impact [ Risk * Business Value = Priority ]
Clustering activity is initially based on common functions. These are later categorized into one or more basic causes using Fishbone (Iishikawa) diagraming and 5 whys: Capability, Capacity, Schedule, and other. The context is total throughput (i.e., “The Goal” ). This sets the context to prioritize which areas to address first.
Afterwards I when to my whiteboard to draft a model of the service I’m working on using Osterwalder’s Business Model Canvas. Once I summarized the Business Process models I created before and extracted key components, it became obvious that the context needed to be changed. The business in a business model context yielded some strange relationship issues. Once internal supplying and receiving groups became Key Partners everything snapped to the grid perfectly, even then cost structure and revenue stream categories which are often hard to identify in internal business models: especially in IT where chargeback is often applied inconsistently.