Service design & analytics: when service value is enriched by data management

Provide the guidance, both process and operational, to manage the delivery of a service in a manner that is fully responsive to customer need with performance evaluation based on actual data.

PART 1: Service Design
- Approach to Design Thinking; LEAN approach to new service design; Introduction to Service Design, its principles and tools
- Analysis of customer needs and their path of interaction with the company's services; Hints at process analysis and design techniques
- Introduction to organizational change management techniques
- Service design, in terms of activity flow, afferent people and material resources; Definition of RACI matrix
- Techniques and tools for evaluating service performance
PART 2: Service Analytics
- Identification of the main sources of data collection and the business information system; Data analysis for the purpose of designing a new service
- Pricing and the value chain of the new service: Porter's model and the Business model Canvas; Changing decision-making processes and responsiveness to the market ; Planning Goals and metrics, the role of KPIs
- The requirements of KPIs: summary measures, measures of variability, index numbers
- Types of KPIs: effectiveness, efficiency, quality, cost. Examples of KPIs
- Tools for analyzing and visualizing data
- Market-leading technologies: Google Analytics, Semrush and Power BI