Service Design and Me

Based on my mantra of continuous improvement - I attended the inaugural Manchester Service Jam at the Manchester TechHub, to meet new people and embrace different approaches to deliver a service.

Having spent a weekend at the Manchester Service Jam, it made me think about the type of consultancy service I am offering. The need or requirement I am fulfilling.

The Manchester Service Jam brought together many disciplines in design (technical, creative, theoretical etc…) and allowed all participants to flex their design muscles to define and deliver a service prototype within 48 hours based on a theme. Teams were created from groups of strangers who then had to learn to work and design together, pooling their skills. Matched against other cities such as Dubai, Leeds, Sarasota (Florida). An eye opener in terms of the tools and methodologies used to get to the same place – namely, to deliver a service.

[Service design] is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly, competitive and relevant to the customers. 

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“Technology and how you use it is as important to a business strategy as resource planning and cost analysis. To show this I am focused on helping businesses align their technology and operations to profitable business outcomes.” 

Tim Ng, Managing Director, Scryla Consultancy Ltd.

A common question I get asked is "Why have you decided to start your own consultancy?", my answer "it is something I have always wanted to do, an ambition of mine but I had to wait until I could offer the quality of service that clients deserve."

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Apple or Microsoft for Business?

I am writing this with the expectation I will be flamed but a common choice being made by a lot of business owners, senior people and executives is to choose to use an Apple device - iPad, iPhone, iPod you name it. But is it right for business?

If you ask why an Apple product instead of a Windows product. "I like Apple." Will usually be the answer. "They make good products which are easy to use." "Windows is rubbish!"

Apple do make great consumer products that are easy to use but is this enough of a reason to equip your business with MacBooks or iMacs?  

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How can a technology and operational strategist help?

The aim for many business owners and investors is to grow the business until they reach their desired exit point. But how do they reach that objective when the resources and skills within the business reach their natural peak? This is a challenge all businesses must face, do they recruit more staff (can they afford to)? Is the business structured correctly to grow to the next level and allow more staff to be recruited?

Reaching this tipping point is one of the most critical points in the growth of a business, can usually mean the difference between success and failure with the inherent risks becoming more and more pronounced. For example, business overheads may increase more dramatically than envisaged (with recruitment) or quicker than revenue – can your business survive in this situation and for how long?

Read more: How can a technology and operational strategist help?