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You are here: Home / Archives for service design

15/03/2014 By Tim Manning

So who is the Design Lead on your project ?

As part of establishing a successful business change programme, it is very important to appoint a Design Lead – someone who owns the design.  Failure to do so can lead to considerable confusion and a tendency for the void to be filled by the programme or individual project managers. Aside from the issue of whether […]

Filed Under: Business Change, Project Management, service design

23/02/2014 By Tim Manning

Standard Work in Lean Services – proceed with caution

Standard Work plays quite a significant role in Lean practice.  But in the wrong hands it can do a lot of damage. Standardisation is very appealing, particularly to managers.  They tend to like uniformity, a sense of order – doing everything in the same way.  It makes their  life easier. As an improvement technique, standard […]

Filed Under: service design Tagged With: lean, service design, standard-work, standardisation, variation-in-demand

09/09/2013 By Tim Manning

Universal Credit – at least they stopped digging

If you find yourself in a hole, stop digging

There has been much speculation in recent months about the health of Universal Credit – one of the largest government change programmes currently on the go.  Well, the speculation came to an end last week with the publication of an NAO report,  Universal Credit – early progress. Universal Credit was always going to be difficult […]

Filed Under: public sector, service design Tagged With: agile, business-architecture, collaboration, operating-model, public sector, service design, univeral-credit

27/09/2012 By Tim Manning

Harnessing the power of User Innovation

Dropped into a GeoVation event earlier in the week, in London, on “Collaboration and user innovation in Transport”. ‘User Innovation’ is product or service innovation that is driven by “affected individuals”.  These are people who encounter a problem in their day-to-day lives, say their journey to work; have an idea to make their life easier; and then […]

Filed Under: Business Change, service design, Transport, User Innovation Tagged With: collaboration, crowd sourcing, open data, service design, user innovation, viral change

06/09/2012 By Tim Manning

BPR Revisited

The Bangalore Back Office

Pleased to announce that I’ve now added a new article to the Methods section of Design for Services, on Business Process Re-engineering (BPR).  BPR has been around since the early 1990s and is still cited on many a business transformation project.  Often this is in relation to the use of technology, but BPR is about a lot […]

Filed Under: Business Architecture, Design Principles, Financial Services, Healthcare, Local Government, Methods, Private Sector, public sector, service design Tagged With: BPR, Business Process Re-engineering, service design

12/03/2012 By Tim Manning

Rural Payments Agency – avoiding the mistakes of the past

Farm near Bath, Somerset UK

The Rural Payments Agency (RPA) has published its Five Year Plan for 2012 to 2017.  RPA administer payments to English farmers under the EU Common Agricultural Policy (CAP), including the Single Payment Scheme (SPS), on behave of the Department for Environment, Food and Rural Affairs (Defra).  In terms of failed UK public sector “IT Programmes” […]

Filed Under: public sector, service design Tagged With: Defra, public sector, Rural Payment Agency, Single Payment Scheme

03/03/2012 By Tim Manning

Bringing some clarity to service design

As my first post, I thought I would explain some of the drivers behind the creation of “Design for Services” and what I hope to achieve with the site. A major driver has been a long standing sense of a disconnect between a range of business design approaches, due to the tendency for these to be packaged-up and promoted under […]

Filed Under: service design Tagged With: service design, Systems Thinking

Wise Words

The world as we have created it is a process of our thinking. It cannot be changed without changing our thinking

Albert Einstein (1879 – 1955)

All Posts

  • Business Capability Modelling 26/03/2018
  • So who is the Design Lead on your project ? 15/03/2014
  • Standard Work in Lean Services – proceed with caution 23/02/2014
  • Open data and service design 30/10/2013
  • Universal Credit – at least they stopped digging 09/09/2013
  • Putting the thinking back into Lean 03/09/2013
  • Setting meaningful performance targets 30/06/2013
  • Making good sourcing decisions 25/03/2013
  • Supplier Relationship Management in the Public Sector 06/12/2012
  • Shared Services in the Public Sector 23/10/2012
  • Harnessing the power of User Innovation 27/09/2012
  • BPR Revisited 06/09/2012
  • Major Project Assurance in the Public Sector 09/05/2012
  • Rural Payments Agency – avoiding the mistakes of the past 12/03/2012
  • Bringing some clarity to service design 03/03/2012

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