Open USM Workshop Videos
This video series replaces the FREE online (open) USM Workshops that provide an overview of the USM method. If you’re looking to get an in-depth introduction to USM, this is a good place to start. The videos are best viewed in the order below.
0 – Introduction – 6:14 This will provide a high-level overview of USM and its benefits, briefly describe the SURVUZ Foundation, provide a link to a tour of the USM Portal (bonus video), and give you a primer on what a management system is (bonus video).
1 – Where Are We Now? (and how did we get here?) 21:42 A quick history lesson from a service management and USM perspective. Talks about the nature of the improvement beast, processes versus services, USM’s long journey, digital disruption, thinking differently and organizational maturity in the age of the customer.
2 – So, what EXACTLY are Services? 16:13 This covers USM’s logically repeatable definition of services as supported facilities, the customer-provider interaction model, understanding USM’s facility and Jobs to be Done (JTBD), specifying services with USM, the forest and the (service) trees and how a great CX becomes routine.
3 – Anatomy of a service provider 16:18 This will quickly review service providers as systems, systems thinking and service management, service provider routines, understanding the process river, processes versus practices, standardization and localization, USM profiles, and how USM impacts automation and tooling.
4 – Simple ESM: The USM Process Model 17:03 The background we provided will help as we introduce the USM process model. We’ll talk about getting out of the MUDA, management systems and standardization, the USM processes, the USM workflows, and adapting practices using the USM method.
5 – The USM method and Governance 9:32 A brief primer on governance and management, service management and separation of duties, and some comments on USM and transformative change.
6 – Getting from Here to There 2:29 Just a quick note on continuous improvement with USM and where to get more information.
If, after completing this self-paced workshop, you would like to arrange a Corporate Workshop, schedule USM Foundation Training, or simply ask some questions, just schedule me for a free consultation. (Note: If you are outside the USA, I suggest you look at the USM Professional Registry and see if there’s a USM Professional in your area.)