SESSION 207
Wednesday, May 10, 11:30am - 12:30pm
Track: The Executive Perspective
New and improved: What Does Continual Service Improvement Really
Mean?
Kenneth Wendle
Instructor, consultant, speaker, Edify ITSM, Inc.
[email protected]
Session Description
What does it really mean to “improve”? What constitutes an “improvement”? These and other continual service improvement (CSI)related questions will be answered in this entertaining and thought-provoking session. (Spoiler alert: It’s not an improvement unless
it increases value!) Join us to get the full scoop on CSI and its position in the core set of ITSM services, and find out how to use this
strategic model to better understand, prioritize, and meet your business demands and customer’s needs.
Speaker Background
Ken Wendle, known for his pragmatic and insightful advice, whether as instructor, consultant, or speaker, is a cofounder and past
president of the itSMF USA and past member of the HDI Strategic Advisory Board. Ken is recognized for his pivotal role in creating
awareness, adoption, and global expansion of ITIL and ITSM best practices. He is the author of numerous white papers and articles,
and his entertaining presentations have been a enjoyed nationally and internationally. Ken is also the only person (thus far) to have
received two prestigious industry awards: the itSMF USA Lifetime Achievement Award (2007) as well as the HDI Ron Muns Lifetime
Achievement Award (2016).
Agenda
• CSI is NOT a Life Cycle stage.
–And is (almost) as strategic as Strategy!
• What is an “improvement”?
–Tangible and intangible value
• A Model & Process to…
–Understand, prioritize & meet customer wants/needs.
• The “Service Improvement Macarena”!
© Edify ITSM, Inc. 2017 unless otherwise stated
CSI is NOT a Life Cycle stage!
Copyright © AXELOS Limited 2011.
All rights reserved. Material is reproduced under licence from AXELOS.
CSI is NOT a Life Cycle stage!
CSI is NOT a Life Cycle stage!
CSI is NOT a Life Cycle stage!
“The continual alignment of the
Service Portfolio with the
current and future business needs.”
Strategy: Service Portfolio Management
Design: Design Coordination
“Monitor and improve the
performance of the Service
Design lifecycle stage”
© Edify ITSM, Inc. 2017 unless otherwise stated
Transition: Transition Planning & Support
“Monitor and improve the
performance of the Service
Transition lifecycle stage”
© Edify ITSM, Inc. 2017 unless otherwise stated
CSI is NOT a Life Cycle stage!
Process Owner:
“Review opportunities for process enhancements and for improving
the efficiency and effectiveness of his or her process”.
Service Owner:
“Identifying opportunities for and making service improvements to
his or her service”.
Continual Improvement is BUILT INTO the Life Cycle!
Why CSI is (almost) as strategic as Service Strategy .
ITIL Service Strategy… to improve the alignment
between… capabilities and their business strategies.
ITIL Continual Service Improvement… for ensuring
that the service portfolio continues to be aligned to
business needs.
© Edify ITSM, Inc. 2017 unless otherwise stated
Why CSI is (almost) as strategic as Service Strategy .
The role of the CSI Manager is essential for success!
 Ultimately responsible for the success of all improvement activities
 Should possess the ability to influence positively all levels of management
 Ensures that service improvement activities receive necessary support and
are resourced sufficiently.
 Accountable for ensuring the best practice is adopted and sustained
throughout the organization.
 The chief advocate who owns all CSI issues.
 Accountable for the success of CSI in the organization.
© Edify ITSM, Inc. 2017 unless otherwise stated
Why CSI is (almost) as strategic as Service Strategy .
Who is ultimately responsible for the
success of all improvement activities?
Senior
Director
?
CIO
Senior
Director
Senior
Director
Director
Director
Director
Director
Director
Director
Managers
Managers
Managers
Managers
Managers
Managers
© Edify ITSM, Inc. 2017 unless otherwise stated
© Edify ITSM, Inc. 2017 unless otherwise stated
Why CSI is (almost) as strategic as Service Strategy .
CSI is a mind-set.
CSI recognizes that we may already be pretty good.
We may even be better than our competition.
BUT
We can - and have a responsibility to - get better.
AND
Our competition is not standing still.
© Edify ITSM, Inc. 2017 unless otherwise stated
What is an improvement?
An “Improvement”
is additional value that the
customer notices
(or has been called to his/her attention).
© Edify ITSM, Inc. 2017 unless otherwise stated
What is an improvement?
This additional value
can be tangible or
intangible.
© Edify ITSM, Inc. 2017 unless otherwise stated
What is an improvement?
© Edify ITSM, Inc. 2017 unless otherwise stated
What is an improvement?
“Value is in the eye of the customer”
VALUE!
Customer’s
Purpose
Customer’s
Preference
© Edify ITSM, Inc. 2017 unless otherwise stated
What is an improvement?
© Edify ITSM, Inc. 2017 unless otherwise stated
Customer’s
Perception
What is an improvement?
Satisfaction
The “3 Factor” theory…
+
Satisfaction
One-Dimensional
depends
on how
Performance
well
you do it.
Attributes
Didn’t
know I
Exciting
wanted
it, but
Attributes
I like it!
Not
Delivered
-
+
Fully
Delivered
Can’tAttributes
increase
Basic
satisfaction, but
can decrease it.
Dissatisfaction
…AKA, The Kano Model
© Edify ITSM, Inc. 2017 unless otherwise stated
What is an improvement?
The Kano Model Process
1.
Research
2.
Analyze &
Brainstorm
3.
Plot &
Diagram
© Edify ITSM, Inc. 2017 unless otherwise stated
4.
Strategize
1. Research
• Must Be/Must Haves
• Satisfiers
• Delighters
Functional question: “How would you feel if Shanghai Disneyland provided Chinese food?”
Choices: I like it / It must be that way / I’m neutral / I can live with it / I dislike it
Dysfunctional question: “How would you feel if Shanghai Disneyland didn’t provide Chinese food?”
Choices: I like it / It must be that way / I’m neutral / I can live with it / I dislike it
© Edify ITSM, Inc. 2017 unless otherwise stated
2. Analyze & Brainstorm
• Determine type of requirements:
– Transportation Requirements
– Facilities
– Service Requirements
– Localization
© Edify ITSM, Inc. 2017 unless otherwise stated
2. Analyze & Brainstorm
2
© Edify ITSM, Inc. 2017 unless otherwise stated
3. Plot & Diagram
2
A: attractive, O: one-dimensional, M: must-be, Q: questionable, R: reverse, I: indifferent
© Edify ITSM, Inc. 2017 unless otherwise stated
3. Plot & Diagram
Exciting/Attractive Attributes
• Shuttles between downtown area and Disneyland
• Access to Shanghai Disneyland by subway
• Larger than Hong Kong Disneyland
• Staff greets visitors and always smiling
• Use of fast pass to save time in waiting
• Provides American food
• Holds special events on Chinese holidays
Not
Delivered
Satisfaction
One-Dimensional Performance Attributes
• Extended hours
+
-
+
Indifferent
• Provides golf course
• Provides Chinese food
• Presents some characters in the Chinese style
-
Fully
Delivered
Must Have - Basic Attributes
• Provides resting area in each attraction
• Enough toilets for visitors to use without waiting
• Sells Disney character souvenirs
• Provides on-line ticket booking service
• Provides ticket discount for children and seniors
• Ability to bring ones own food
Dissatisfaction
© Edify ITSM, Inc. 2017 unless otherwise stated
4. Strategize
 Prioritize basic requirements of local guests
 If not, guests would be very dissatisfied with the park.
 Add attractive requirements - Differentiation
 Chinese Holiday events
 Shuttle service
 Greeting visitors with a smile
 Do not localize too much
 Local people are indifferent
 Do not prohibit external food
 Instead: Provide a wide range of food.
 Turkey Legs!
 600,000 expected to be consumed this year
© Edify ITSM, Inc. 2017 unless otherwise stated
The Service Improvement Macarena
“Improvement isn’t a one-time thing.
Improvement isn’t a sometime thing.
Improvement is an all-the-time thing.”
– Ken Wendle
It’s been my pleasure having you
in this session!
Please don’t forget to complete
an evaluation for this session!
SESSION 207
Please complete the short evaluation for this
session on your mobile device. It is available in
your email or through the conference app!
© Edify ITSM, Inc. 2017 unless otherwise stated
Make your day
“new and improved"!
®
Enlighten. Inform. Educate. Improve.
References (thank you!)
•
1
A. Nitipan Ratanasawadwat - Assumption University of Thailand (2012)
• Kano’s Model of Customer Satisfaction
2
• Pan Qiting, Nobuhiro Uno, Yoshiaki Kubota (2013) –
• Kano Model Analysis of Customer Needs and Satisfaction at the Shanghai Disneyland