Introduction to Service Design Consultancy (15%)
- Demonstrate an understanding of Service Design Consultancy
- Demonstrate an understanding of the Service Design Consultant role
- Describe a Service Design Consultancy Service Portfolio
Service Design Principles and Ethics (10%)
- Identify the 3 principles of Ethical Design Solutions
- Demonstrate an understanding of Inclusivity and Accessibility in Service Design
- Explain the importance of Security and Privacy in Service Design
- Demonstrate an understanding of Sustainability in Service Design
- Identify the components of professional standards and codes of ethical conduct for a Service Design Consultant
Initiating a Consulting Assignment (20%)
- Explain the elements of the MANDACT model for qualifying consulting opportunities
- Demonstrate an understanding of a Terms of Reference (ToR) document
- Demonstrate an understanding of gaining trust and establishing credibility with stakeholders
- Demonstrate an understanding of approaches used to build rapport
- Demonstrate an understanding of influencing
- Demonstrate an understanding of techniques for and analysing and engaging stakeholders
- Demonstrate an understanding of Emotional Intelligence
Investigating the Situation (15%)
- Describe the 5 components of the VMOST model
- Explain the approaches to setting and measuring goals for organisational performance
- Demonstrate an understanding of Service Value Propositions
- Demonstrate an understanding of Organisational Culture and Climate
Appraising & Diagnosing the Situation (10%)
- Describe the types of data used to appraise a situation
- Demonstrate an understanding of situation appraisal techniques
- Demonstrate an understanding of diagnosing techniques
Generating Options and Identifying a Solution (15%)
- Demonstrate an understanding of how options are generated
- Demonstrate an understanding of the MECE framework for presenting options
- Demonstrate an understanding of Gap Analysis
- Demonstrate an understanding of option appraisal
- Explain the key steps in the identification, assessment and management of Risk
- Describe the rationale for analysing the impact of a proposed solution
- Define the key principles of the experimentation approach to testing a solution
- Demonstrate an understanding of solution negotiation
- Demonstrate an understanding of conflict in service design consultancy assignments
Generating Options and Identifying a Solution (15%)
- Define the roadmap for Implementing Change
- Demonstrate an understanding of using techniques to assess business readiness
- Describe the methods for designing a transition
- Define the 4 strategies used to implement change
- Define the barriers to communication during change
- Demonstrate an understanding of solution deployment
- Demonstrate an understanding of how change is sustained
Exams and Assessments
The examination leading to the Foundation Certificate in Service Design Consultancy:
- Consists of 40 multiple choice questions, each of which has a value of one mark. Candidates must gain 26 marks out of the available 40 marks (65%) in order to pass the examination and be awarded the certification.
- Has a duration of 60 minutes. If a candidate’s first language is not the examination language, the candidate is allowed an additional 25% (15 minutes) of examination time.
- Is a closed book examination and no reference materials may be used while sitting the examination.
- Assesses competence at levels 1,2 and 3 of Bloom’s Taxonomy of Cognitive Domains. These levels assess competence as follows:
- K1: remember
- K2: understand
- K3: apply
Hands-On Learning
This course includes:
- Instructor-led scenarios, helping develop Service Design Consultancy skills.
- A detailed insight into Service Design Consultancy concepts
- Being able to apply useful Service design Consultancy techniques to drive business innovation.
