There’s a difference between designing a service and designing the management of that service. The logic of a supported facility (aka, a Service) varies based on a customer’s purpose, perceptions, and preferences. This is why we can use many different design techniques — Customer Expectation Management, Jobs to be Done theory, etc. — to fully understand these needs.

But the fundamental logic of managing services doesn’t change, even though we may tailor procedures and work instructions to local conditions.

Design techniques have evolved along with technology, organizations, and industry trends. But the diversity of design techniques shouldn’t prevent us from applying a universal definition of service.

USM’s service as a supported facility does just that.

In the same way that design thinking’s organized process helps keep people on track, the USM method provides a consistent approach to both the definition of service as well as the routines needed to support them.

Read more at my recent LinkedIn article, and don’t forget to register for the webinar,

Service Management’s Missing Link – Thursday, January 26 at 1PM EST | 12PM CST | 11AM MSD | 10AM PST.

Published by myservicemonitor

I am an independent service management consultant with two decades of experience helping customers.

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