The central differences between a Service Design Consultant and a management consultant revolve aroun the approach we take to problem solving. For example we do not cling onto rigid processes taught by any one business doctrine, similarly Service Design does not attempt to replicate identical business models and standards in a one-size-fits-all approach across multiple different landscapes. Our specific experience allows us to recognise that value comes in a variety of currencies and can't be drawn in a linear manner on any financial profit or loss sheet. Undoubtedly all services must be sustainable, however in summary not all services are created equal and only a service design practitioner can truly appreciate that.
Service Designers take a much more agile learning-based approach to working with their clients helping to identify and tackle the challenges they face on a much more individual level.
Experience has taught us that just as every individual is unique, so too are the organic entities in which we work. Organisations are comprised of teams of individuals who each either have the knowledge, skills, resources, abilities, mental well-being and motivation to adapt to the demands of their role or who don't and consequently fail causing further widespread failures.
Not unlike an ant colony, human beings operate in cyclical and well connected of operation that either synchronise and work harmoniously or otherwise collapse. Internal cultures, work ethics, workforce satisfaction and well-being levels, physical resources and training are all factors in the internal development of a harmonious and productive working environment.
As terrible as service failures can be, they are almost always caused by factors that are within our control, it is often only our near proximity to problems that blinds us from seeing them in the first place. Sometimes what differentiates the greatest of leaders from those who choose to fail and give up is how they behave when their backs are up against the wall. To believe that nothing can be done about a problem signifies either that an organisation has unrealistic expectations and thus:
- is harbouring a critical problem with their strategy formulation,
- is being led by decision-makers who have otherwise given up.
Environmental factors, poor resource management, lack of staff training, negative internal cultures, irregular payroll and poor HR practices, negative management strategies, workplace bullying...all of these and more can be the causes of failure within an organisation without even beginning to delve into the more customer-centric elements of service design management.
Service Design utilises empathy, business logic and innovation combined with the freedom to cross internal boundaries of authority within an organisation to identify, tackle and implement meaningful change that will result in improved concrete results and happier, more efficient and effective workplaces.
We understand the challenges that organisations face and recognise that if a service is failing the cause is either due to one of two central factors:
- The service is delivering a poor customer experience which does not meet customer expectations.
- The service is built upon a foundation of poor strategy formulation and management practice and is therefore resulting in unsustainable or poor quality service standards. Ultimately if a service is not sustainable in the long term, then even the best customer experience will fall by the wayside when the service collapses.
On the outset the work of Management Consultants and Service Designers may appear to have similarities especially if like us your service designers dress in formal business attire. Nonetheless there are key differences in how Service Design consultants approach problems and how they formulate solutions based on countless factors which more often than not are completely disregarded by conventional management specialists.
In our experience most of our clients were more than able to prepare balance sheets and annual finance reports. Where help was needed was in understanding the human elements of service management and customer engagement and it is those very factors that can make or break your business services and for which we ultimately have extensive experience in. For further enquiries and to book a free initial consultation please contact us today.