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Event Details

Lean Service Design

  • September 27, 2012
  • 1:00 PM - 5:00 PM
  • The Westin BWI, 1110 Old Elkridge Landing Road, Linthicum Heights MD
  • 49


  • General public, not employee of MWCC member company
  • Employee of MWCC Member Company

Half-Day Workshop: Lean Service Design

Many of us focus on our own activities and functions as we design or redesign services.  This viewpoint may seem productive and worthwhile, but it totally misses the point of design.  If we want to make services effective and profitable, we must accept that customers do not care how we do our work.  Customers only want us to provide a service that helps them achieve a desired outcome.  But have we designed our services to do that?

In this idea-packed half-day workshop, Joe Dager will describe ways for us to:

  • Think of services as products or deliverables.
  • Close the performance gap between customers and your organization.
  • Create services that are countable, occur in discrete units and can be plural.
  • Create services that can be part of a package.
  • Create services that are not only supporting but also self-supporting.  
  • Create services that can be cost leaders not cost losers.
  • Create new market opportunities through services.

Joe Dager is president of Business901, a firm specializing in bringing the continuous improvement process to the sales and marketing arena.  He takes his process thinking of over thirty years in marketing within a wide variety of industries and applies it through Lean Marketing Concepts.  He has over 30 years in the process equipment field and still regularly consults on some of the more difficult issues in business.  He is a Lean Six Sigma Black Belt and has participated with companies involved in retail, manufacturing, software and professional services along their Quality Journey.  The Business901 Blog and Podcast have been featured numerous times for their contributions to the Bloomberg’s Business Week Exchange.  Joe has authored four books, including his most recent, The Lean Engagement Team.

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