How do you work with service systems teams?

1 Understand the service context

The first step to working with service systems teams is to understand the context and purpose of the service you are dealing with. What are the customer needs and expectations, the service outcomes and goals, the service processes and activities, and the service environment and constraints? You need to gather relevant data and information from various sources, such as surveys, interviews, observations, documents, or databases, to analyze the current state of the service and identify the gaps and opportunities for improvement. You also need to communicate clearly and frequently with the service stakeholders, such as customers, managers, employees, or suppliers, to understand their perspectives and feedback.

2 Apply systems thinking

The second step to working with service systems teams is to apply systems thinking to the service problem or opportunity. Systems thinking is a holistic and interdisciplinary approach that considers the interrelationships, dynamics, and feedback loops among the elements of a system, rather than focusing on isolated parts or linear causes and effects. You need to use systems thinking tools and methods, such as system mapping, causal loop diagrams, system dynamics modeling, or system archetypes, to visualize and understand the structure and behavior of the service system and its interactions with other systems. You also need to use systems thinking principles, such as leverage points, system boundaries, delays, or stocks and flows, to identify and evaluate potential solutions and interventions for the service system.

3 Apply industrial engineering tools and methods

The third step to working with service systems teams is to apply industrial engineering tools and methods to the service design or improvement project. Industrial engineering tools and methods are useful for optimizing the efficiency, effectiveness, quality, and sustainability of service systems. You need to use industrial engineering tools and methods, such as process mapping, value stream mapping, lean principles, six sigma techniques, simulation modeling, optimization techniques, or quality management tools, to analyze, measure, improve, and control the service processes and performance. You also need to use industrial engineering tools and methods, such as project management, risk management, change management, or stakeholder management, to plan, execute, monitor, and evaluate the service project.

4 Collaborate with other disciplines

The fourth step to working with service systems teams is to collaborate with other disciplines that are involved in or affected by the service system. Service systems engineering is a multidisciplinary field that requires the integration of knowledge and skills from various domains, such as engineering, management, social sciences, or humanities. You need to collaborate with other disciplines, such as service design, service management, service marketing, service operations, service innovation, or service research, to gain insights and perspectives from different angles and levels of the service system. You also need to collaborate with other disciplines, such as information technology, human factors, logistics, or sustainability, to leverage the capabilities and resources of different technologies and methods for the service system.

5 Foster a service culture

The fifth step to working with service systems teams is to foster a service culture among the team members and the service stakeholders. Service culture is a set of values, beliefs, norms, and behaviors that support and promote the delivery of high-quality and customer-oriented service. You need to foster a service culture, such as customer focus, service excellence, continuous improvement, teamwork, or empowerment, to motivate and engage the team members and the service stakeholders to participate and contribute to the service project. You also need to foster a service culture, such as co-creation, collaboration, learning, or innovation, to encourage and facilitate the exchange and generation of ideas and knowledge for the service system.

6 Learn and adapt

The sixth and final step to working with service systems teams is to learn and adapt from the service project and the service system. Service systems are dynamic and evolving systems that require constant monitoring and evaluation to ensure that they meet the changing needs and expectations of the customers and the stakeholders. You need to learn and adapt from the service project and the service system, such as collecting and analyzing data and feedback, testing and validating assumptions and hypotheses, or reviewing and documenting lessons learned and best practices, to assess and improve the service outcomes and impacts. You also need to learn and adapt from the service project and the service system, such as identifying and exploring new problems and opportunities, or implementing and scaling up new solutions and interventions, to enhance and innovate the service system.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?