Bringing it all together - how 'Service Design', 'Service Excellence' and 'Lean' methogologies can combine to enhance the student and staff experience through a 'customer-LED' (Lean, Excellence, Design) approach

Authors: Clarke, S.

Start date: 21 June 2018

Universities are large, complex, organisations where misunderstandings, miscommunications and confusion abound – even for people ‘on the inside’. Often when we try to change how we do things we are unsure of where to start or which tool or technique is the best one to use.

This is why we have developed new a philosophy for service enhancement: Customer-LED, where we bring together the best of three methodologies: Lean, Service Design and Service Excellence.

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