Introduction to Business Service Design (10%)
- Define the rationale for Business Service Design
- Identify the core components of the Business Service Design approach.
- Demonstrate an understanding of the link between Business Service Design and strategy execution.
Systems Thinking Fundamentals (20%)
- Identify and define a system, systems thinking and reductionist thinking.
- Describe the characteristics of systems.
- Identify natural systems, designed physical systems, designed abstract systems, man activity systems, adaptive systems.
- Describe and distinguish between; Fishbone diagrams and the 6 P’s framework, POPIT, Business System Diamond, Business Model Canvas
Service Thinking Fundamentals (20%)
- Define the core concepts.
- Identify and define the principles and characteristics of a Service Thinking approach.
- Describe and distinguish between; value stream analysis, value proposition attributes, the service design gaps model.
- Identify and distinguish between the Five Dimensions of Service
Design Thinking Practices Fundamentals (20%)
- Demonstrate an understanding of core Design Thinking definitions.
- Identify the quadrants of the Design Thinking Double Diamond
- Identify Design Thinking techniques.
Lean Thinking Fundamentals (20%)
- Define the rationale for Lean Thinking
- Describe and distinguish between Lean Thinking principles.
- Describe and distinguish between the following Lean Thinking concepts.
- Identify and distinguish between the approaches for identification of waste.
- Identify and distinguish between the following Lean Thinking improvement lifecycles.
Organisational Agility (10%)
- Define the term ‘organisational agility.’
- Identify and distinguish between the domains of organisational agility.
- Describe the elements of organisational agility.
- Define organisational culture.
Exams and Assessments
The examination leading to the Foundation Certificate in Business Service Design:
- 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 business service design skills.
- A detailed insight into Business Service Design concepts
- Being able to apply useful Service Design techniques to drive business innovation
