This document discusses using Six Sigma techniques and tools to improve service design processes. It begins with an overview of Six Sigma and its goals of eliminating defects and achieving near perfection. It then discusses how Six Sigma and service design share goals of improving value but define value differently. The document provides examples of how specific Six Sigma tools and techniques like process mapping can be applied to understand and improve service design processes. It emphasizes using process mapping to reduce waste, protect strong enablers, and gain a solid foundation for redesigning services.

1. #ServiceDesignDay
SIX SIGMA
FOR SD

2. RICH EKELMAN
New Jersey Experience Design Founder
Service DesignerMFA Service DesignBA Psychology Service Designer
Service DesignerServed 4 years
Master Trainer
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3. 1-on-1 Coaching
A completely customized advice for
individuals used in blocks of time to discuss
hiring advice to individual capabilities.
Project Based Training Train the Trainer
Structured training based on a live project
for a specific area in an organization.
Start with a group to grow service design
internally without living on consultants.
Public Workshops
Skill based content designed to help
people build more SD capabilities.
SD Certificate Course
12 week deep dive into the core and
intermediate skills needed to practice SD.SERVICES
3© SERV/ 2018. All rights reserved.
SERVICES

4. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
• Change Management struggles to translate their work into building
the changes they seek.
• People change when they feel like they have to change.
• Service design has the most impact when people come together over
the services they offer.
• Organizational leaders rarely observe people using the services they
offer which contributes to a lack of reality and urgency in change.
• Being a slave to a tool or process is the beginning of the end.
PREMISE

5. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
WARM UP

6. Foundation Exercise Next Steps
A brisk introduction and overview of
Six Sigma and how it can help SD.
We are working on a systematic
problem for a national pharmacy.
How the work of our exercise can be
built upon in your own work.
Photo by Juan Jose
© SERV/ 2018. All rights reserved.

7. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
“Truth is ever to be found
in simplicity, and not in the
multiplicity and confusion
of things.”
NEWTON

8. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
“All models are useful, but
all model are wrong.”
GEORGE BOX

9. Research reports
aren’t enough
Photo by Samuel Zeller

10. Loyalty killed
the marketing star
Photo by rawpixel

11. Inauthenticity will
be rejected

12. The world is
connected by
service layers
Photo by William Bout

13. Technology &
Behavior Shape
Ecosystems
Photo Ben Hendricks

14. Parts of the
elephant
Photo by rawpixel

15. “Culture is an organization’s
immune system”
Photo Credit WSJ.com

16. Bridge silos
of expertise
from within
Photo by Aron Van De Pol

17. Title
Here
A QUICK
FOUNDATION

18. 18
S-D LOGIC
Fundamental
Exchange
• Service is an economic
unit
• Value exchange can take
many forms
• People choose services
that add value
Value is
Co-created
• Customers and employees
are equal
• People assign and decide
value
• It is critical to know your
people
Actors are
Integrators
• Every person involved is a
resource
• Resources and integrations
create economic
opportunities
Value is
Phenomenal
• Each service encounter is
different
• Service trust and value is
fragile
• Values change dynamically
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19. HOLY TRINITY
19© SERV/ 2018. All rights reserved.
Desirability
Services offering value to both the people
buying and preforming a service.
Viability
Service that are realistic for the
organization to offer over time.
Repeatability
Designed with processes that allow the
service to consistently preform over time.
SD

20. SERVICE INNOVATION
20© SERV/ 2018. All rights reserved.
Behavior
Technology
Economics

21. is a creative discipline solving for
the co-creation of value over time.
Service Design
Six Sigma is a set of techniques
and tools for process improvement.
Six Sigma
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22. 22
It was introduced by engineer Bill Smith while working at Motorola in 1986. Jack Welch made it central to his business strategy at
General Electric in 1995. Since then other larger organizations like General Motors.
For many organizations it simply means measure of qualities that strives for near perfection. Six Sigma is a disciplined, data-
driven approach and methodology for eliminating defects (driving toward six standard deviations between the mean and the
nearest specification limit) in any process – from manufacturing to transactional and from product to service.
SIX SIGMA
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23. 1. Capability One
3. Capability Two
5. Capability Two
4.Capability Three
6. Capability Three
2. Capability Three
SERV/ Descriptive Name / MMM YYYY 23
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KEY
PRINCIPLES
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simus si ra suntiis ut re od qui bearum explit
excesse nobiscit,
The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
SERVICE
DESIGN IS
SERV/ Descriptive Name / MMM YYYY 23
KEY
PRINCIPLES
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doluptatur?
Mus ute natqui te estorio voluptat.
Vitatiatur? Fici sam, offictur sinum raturis
aborero debisit aut ant escilis ne velectius
estrupiet exeris et voluptatem untibuscid que
nonserciume cone quis dolutem rem voles ressi
ra suntiis ut re od qui bearum explit excesse
nobiscit,
Establishing the best outcomes and working to
create processes to achieve it.
Analyze
Six sigma seeks to measure all aspects of how a
product or service preforms.
Measure
When a process breaks down it is referred to as
a defect to be improved upon.
Defects
Removing processes that produce too many
defects or variation to reach desired outcomes.
Improve
Monitored metrics established and feedback
systems to inform continuous decisions.
Control
SIX
SIGMA
MINDSET
© SERV/ 2018. All rights reserved.

24. 24
* Service design and six sigma seek value, but value value differently.
Understanding the planned
flow of how a service exists.
Process Mapping
Tear it down and put back
together again.
Kaizen Events
Most closely resembles typical
service maps.
Value Stream
FLAVORS
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25. ABOUT US
SHORT DESCRIPTION
SERV/ Descriptive Name / MMM YYYY 25
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nimoluptas mos magni cumquuntem. Ita de velitiam
velia del iducime vollorit volorehenias ea qui aut
rem sunt offic temporporum quam bus sa ata
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scing elit. Donec sed odio dui. Lorem ipsum do-
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sed odio dui. Lorem ipsum dolor sit amet, con-
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elit.
- Lorem Dolremia
Mapping helps us zoom out and then
zoom in so that we can build the future
of a service from a solid foundation.
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26. DEPT 1
DEPT 2
DEPT 3
PROCESS NAME
Path 1
Path 2
Path 3
Y
Y
N
N
PROCESS
MAPS
Processes are at the heart of the way
every services operates, and the greater
understanding of what they are, how they
function and what impact they have in terms
of enabling reliable services.
We use process mapping to zoom in and
reduce waste while protecting strong enablers
allowing our service to live.
26© SERV/ 2018. All rights reserved.
Task 2
Task 4 Task 5
Task 7
Task 10
Task 6
Task 8
Task 12
Task 9
Task 11
Task 13
Task 3
Task 1Start
EndD
D

27. Improve compliance
Team morale
Ease training
Trim down Build knowledge
When dealing with regulators, process
maps can illustrate how you have
designed compliant processes.
Process mapping can get everyone
involved as they take an honest look
at how the service works.
Understanding processes makes it easier
to onboard new employees with better
documentation and consistent explanations.
As companies grow they often create
redundant and inefficient processes that
create waste or heaviness.
Remove points of vague understanding by
getting the subject matter expertise out of
people’s heads.
BENEFITS

28. 28© SERV/ 2018. All rights reserved.

29. 29© SERV/ 2018. All rights reserved.

30. Title
Here
LOOKING
CLOSER

31. Set up swim lanes for
roles involved
Assume no role is involved with
a service until it is confirmed.
Focus on sequence and
options
Options can be a distraction,
focus on one path at a time.
Embrace system
variations
There will always be unique
situations. Focus on the core.
Make a second pass
for granular details
It is critical to dig into the minutia
to uncover reality.
Establish a shape key
for clarity
Using post-it notes of different colors
for decisions and support.
HOW TO MAP
A PROCESS
Costs are a reality of services.
Understand the money helps position
trade offs.
Document cost
differences for ties
31© SERV/ 2018. All rights reserved.

32. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
SERVICE DESIGN
• Sort
• Set Order
• Shine
• Standardize
• Sustain
SIX SIGMA
• People
• Process
• Partnerships
• Props
• Place

33. TRIANGULATE PROBLEMS
33
Generative
Observational
Attitudinal
Data Patterns
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34. BUILDING FOUNDATION
Trim to Value Design to Learn Measure and Make
34© SERV/ 2018. All rights reserved.

35. Title
Here
THE
EXERCISE

36. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
Congratulations! You are working as an SD within
CVS! As the core service of the organization, your
SD team has been tasked with improving the
pharmacy refill experience. Using the materials
provided, map a process map of the planned state
of the established research process.
EXERCISE

37. Core
Pharmaceutical services
Enabling
Point of sale, Pharmacy security, malpractice insurance,
adherence programs, store services
Recovery
Store discounts
Enhancing
Minute Clinics, blood pressure measurements, convenience store,
CoreCore
Enabling
Enhancing
Recovery
CVS

38. CATEGORIZE
38© SERV/ 2018. All rights reserved.
Core Process
Does the process serve the core value creation?
Enabling Processes
Does the process create the ability to deliver value?
Enhancing Processes
Does the process augment positive experiences?
Core
Enabling
Enhancing

39. 39
PLANNED
/ ACTUAL
Developed recently by Jonathan Kalinowski at
Alliance Credit Union, this approach to process
mapping takes what the organization has
planned and then compares it to what happens,
or doesn’t happen.
His team has been able to avoid the blame game
while getting to the core issues around how they
serve both their employees and members.
© SERV/ 2018. All rights reserved.

40. Start by mapping the existing
planned state. Once that is
complete use small dots
Next, look at how the actual
service against the planned state.
Use small dots to show how you
might change the process.
PLAN / ACTUAL
40© SERV/ 2018. All rights reserved.
DEPT 1
DEPT 2
DEPT 3
Path
1
Path
2
Path
3 Y
Y
N
N
Task 2
Task 4 Task 5
Task 7
Task 10
Task 6
Task 8
Task 12
Task 9
Task 11
Task 13
Task 3
Task 1Start
EndD
D
Eliminate
Protect
Missed opportunity
Needs more research

41. Title
Here
LAYERS
ADDED

42. The co-creative nature of service design reduces
risk and find the simplest way to solve complex
issues.
2. Reduce Risk
Service design focuses on the value exchange.
Focusing on what people value turns down the
noise.
1. Simplicity & Clarity
Service design has a tremendous impact when we
are able to show and re-imagine how the layers of a
service.
3. Fix Broken Processes
Service design helps create broader metrics through
grouping inputs against independent metrics.
5. Triangulate
Service Design works to balance an organization’s
score card through better processes and diverse
KPIs.
4. Balanced Business
The tech agnostic nature of service design makes
the discipline incredibly flexible and free to adjust to
reality.
6. Innate Flexibility
“The problem is that at a lot of
big companies, process becomes
a substitute for thinking. You’re
encouraged to behave like a little gear in
a complex machine.”
ELON MUSK

43. Service
AI is already showing ways to make
services better.
Roadmap Crash
Score the viability of changes.
Risk Assessment
What are the risk factors with
implementing changes
AC2ID Test
How would service innovations align the
brand in the future?
Storyboard
If innovations don’t work on paper
dumping money into it will not fix it.
NEXT
STEPS
43© SERV/ 2018. All rights reserved.

44. Title
Here
Title
Here
Thank You
Rich Ekelman
rich@servinnovation.com
www.servinnovation.com/services