Service Value Management 101™ Workshop

What You Will Learn

This is a unique class designed to introduce attendees to the established discipline of Value Management and how it can be applied to a service management initiative.


Master Class
What You Will Learn in Class
  • The service experiential economy
  • The origins, definitions and key principles of service and value management SAVE International’s Value Standard and Body of Knowledge
  • Why successful service management initiatives need value and risk management
  • Basic principles of the service experience, service encounters, and moments of truth The elements of a service management system and key roles within a service provider organization as defined within the USMBOK
  • The mission and key principles of the service value management knowledge domain The mission of each of the four knowledge areas within the service value management knowledge domain
  • The role of a Service Value Manager within a service provider organization
  • The Value Concept and Value Equation
  • The relationship between customer value and the voice of the customer
  • Key principles to improve the value of any product, service, project or process
  • How value is the vital ingredient to aligning the goals of service providers and customers
  • The Systematic Approach: Value Management Job Plan
    • Function Analysis Principles
    • Value Management Methodology: Value Concepts, Tools and Technology
    • The Value Study: Project Selection and Information Phase
    • The Value Study: The Middle Phases: Function Analysis and Idea Generation
    • The Value Study: Evaluation and Implementation
  • Key principles of Lean Thinking and its application to service management
  • The basic method of service value mapping, the Value Stream concept, and value stream management
  • How to associate value with service provision and approach mapping the value of a service request pathway
  • Function Analysis System Technique (FAST) diagrams are used to prioritize the objectives or functions of a service
  • How to prepare for, conduct, and analyze the results of a ‘Value Study’ as part of a Service Request Workshop
  • Using the service value management methodology how to define a value gap as a problem and determine the right problem to attack by defining stakeholder interest and the impact
  • How the service value management knowledge area interoperates with other key service management areas, including:
    • Customer portfolio, relationship, continuity, and risk management
    • Service marketing and service planning
    • Performance management
    • Service incident, problem and change management
  • How the service value management methodology can be used to communicate and prioritize opportunities for improvement