New article: The Service Delivery System

The Missing Link - The Service Promise and Delivery

Jan Erik Dahl, Jakob Stovring Sorensen and Jorgen Kjaergaard, all consultants in Implement Consulting Group have written an article that introduces the Service Delivery System as at new tool to support a new more balanced approach to Service Delivery. The Service Delivery System described in the Article is a method to bridge what was – until now – the missing link between the inside-out production approach with design of efficient processes and operational environments and the outside-in approach with design of service experiences.

The article has recently been published in Touchpoint, a journal of The Service Design Network. In mid 2012 Implement Consulting Group will finalize a book about the Service Delivery System authored by Jan Erik Dahl.

Download the article from Touchpoint 3, January 2012

The missing link: The Service Promise and Delivery

The Service Design Network
The Service Design Network (SDN) is an international network of organisations & businesses working in and developing the Service Design domain. Building a Service Design culture requires cooperation among disciplines, draws upon theories and practices to define a unique body of knowledge capable of addressing all the hard to soft aspects of the service. The SDN aims to develop and establish the Service Design discipline and professional identity.

SDN was initiated in 2004 by a group of ambitious and enthusiastic believers in the value of service design. In 2008 it was set up as a non-profit organisation acting as a forum for practitioners and academics to advance the nascent field of Service Design. The purpose of SDN is to develop and strengthen the knowledge and expertise in the science and practise of innovation. The support of service design related networks, conferences, publications, workshops are some of the SDNs activities - but also lobbying on political and economical platforms is on the agenda of SDN.

Touchpoint
Touchpoint, The Journal of Service Design, was launched in May 2009 and is the first journal on service design worldwide. It is published by Service Design Network three times per year and provides a written record of the ongoing discussions of the service design community.

It aims at facilitating a forum to debate, share, advance and codify the field of service design and its practices. Furthermore it wants to inform and engage clients that can listen in to the discussion, learn about the field, and become involved in the development and implementation of service design for their organizations. Each issue focusses on one topic and features news and trends, interviews, insightful discussions and case studies. All issues of Touchpoint are available on the SDN website both as printed version and ebook.

Further information
You are welcome to contact Jan Erik Dahl (jed@implement.dk, +45 4138 0049), Jakob Stovring Sorensen (jss@implement.dk, +45 3085 8040) or Jorgen Kjaergaard (jkj@implement.dk, +45 2338 0087) for more information about the article or Implement Consulting Groups approach to Service Design and Service Delivery.