Service system design

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Overview

The service productization project packages professional (consulting, outsourcing, support) services for easier marketing and selling. Packaged professional services simplify the transaction process for the seller and buyer by reducing the necessary explanations and discussions to the bare minimum. This approach reduces transaction costs for the selling organization, which improves the profitability of the services and starts the engagement sooner, which benefits the buyer. After the organization has productized its services, the corresponding teams have the freedom for true service innovation.

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Form structure

Section selection section

Which service are you referring to?

  • Which kind of task do you want to do?
  • Who's the interviewee?
  • Is this a test form response?

Categories design section

  • What are the current categories of our service portfolio?
  • What are the different pricing systems of these service categories?
  • What are other options to differentiate our service offering categories?

Service design section

  • Which services do you currently offer?
  • How can you group service variants into services?
  • How do you decide between new services or service variants?

Pricing design section

  • What could an hourly (T&M) billing look like?
  • What could a consumption-based billing look like?
  • What could a user-based billing look like?
  • What could a project-based billing look like?

Service variants design section

  • What could be a service variant differentiator?
  • What could be individual customization?
  • What could be a reason to stick to service variants in comparison to individual customization?
  • What’s a possible automation rationale for service variants?

Add-on design section

  • What could be the difference between a service variant and an add-on?
  • What are exemplary add-ons for your organization’s service variants?

Process design section

  • How can we further systematize the processes of this service?
  • What’s the biggest challenge of further systematizing the processes of this service?
  • Why weren’t we able to systematize the processes of this service further?

Costs design section

  • What cost type are you referring to?
  • What are the cost drivers?
  • How can you reduce the costs of this type through strategic/operational sourcing/procurement?
  • How can you reduce the costs through the systematization of our processes?
  • How can you reduce the costs through other means?
  • What are the consequences if you can’t reduce the costs?

Marketing evaluation section

  • On a scale of 0 to 10, how likely would you recommend this service's marketing to others?
  • What do you like about this service’s marketing?
  • What don’t you like about this service’s marketing?
  • How could your organization improve this service’s marketing?
  • What’s a possible marketing strategy for this service?
  • What are possible marketing tactics for this service?
  • How could your organization homogenize this service’s marketing?

Sales standardization section

  • On a scale of 0 to 10, how likely would you recommend this service's sales to others?
  • What do you like about this service’s sales?
  • What don’t you like about this service’s sales?
  • How could your organization improve this service’s sales?
  • What’s a possible sales strategy for this service?
  • What are possible sales tactics for this service?
  • How could your organization homogenize this service’s sales?

Configuration standardization section

  • On a scale of 0 to 10, how likely would you recommend this service's configuration approach to others?
  • What do you like about this service’s configuration approach?
  • What don’t you like about this service’s configuration approach?
  • How could your organization improve this service’s configuration approach?
  • What’s a possible configuration strategy for this service?
  • What are possible configuration tactics for this service?
  • How could your organization homogenize this service’s configuration?

Quotation process section

  • On a scale of 0 to 10, how likely would you recommend this service's quotation process to others?
  • What do you like about this service’s quotation process?
  • What don’t you like about this service’s quotation process?
  • How could your organization improve this service’s quotation process?
  • What’s a possible quotation strategy for this service?
  • What are possible quotation tactics for this service?
  • How could your organization homogenize this service’s quotation process?

Delivery automation section

  • On a scale of 0 to 10, how likely would you recommend this service's delivery automation efforts to others?
  • What do you like about this service’s delivery automation efforts?
  • What don’t you like about this service’s delivery automation efforts?
  • How could your organization improve this service’s delivery automation efforts?
  • What’s a possible delivery automation strategy for this service?
  • What are possible delivery automation tactics for this service?
  • How could your organization homogenize this service’s delivery automation efforts?

  • On a scale of 0 to 10, how likely would you recommend this service's self-service transaction efforts to others?
  • What do you like about this service’s self-service transaction efforts?
  • What don’t you like about this service’s self-service transaction efforts?
  • How could your organization improve this service’s self-service transaction efforts?
  • What’s a possible self-service transaction strategy for this service?
  • What are possible self-service transaction tactics for this service?
  • How could your organization homogenize this service’s self-service transaction efforts?