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Service Design
Final lecture
Service Design Course
VIKMB32
6
Its a Quiz
time !
2
Part one
the knowledge
so far
3
Part two
overdelivery
Tony Cram, V鱈tzn箪 tah 2010
4
5
Jan 2009, flight nr. 1549 NY  Seattle
All 150 people survived, but stressed, wet and with nothing.
 Free help line for relatives
 Cash and credit cards to buy essentials
 Pre-charged phones
 Food, transportation
 Locksmiths
 Flight ticket voucher, VIP card, 5000 $
In 6 weeks, 1/3 of passengers flew again.
Chesley B. 'Sully'
Sullenberger, III
US airways overdelivery
Part three
design
6
30 minutes
Service Pyramid
Simple Business Case
One Overdelivery feature
Summing up
7
Write down the Tandem Teams
12 May  Whos coming?
30 May diner  Need your help
18 June  Presentations + reports (after 2 PM)
Connect me on LinkedIn
Reach out to me for: Thesis, Recommendation, Jobs, More Sources,
Business, Advice or just Say Hello
Feedback
1. What you liked?
2. What can be improved?
3. On the scale 1 to 10 how likely are you to recommend the course to your
friends?
4. What do I miss to get 10?

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Service Design 6: Final Lecture

  • 1. Service Design Final lecture Service Design Course VIKMB32 6
  • 4. Part two overdelivery Tony Cram, V鱈tzn箪 tah 2010 4
  • 5. 5 Jan 2009, flight nr. 1549 NY Seattle All 150 people survived, but stressed, wet and with nothing. Free help line for relatives Cash and credit cards to buy essentials Pre-charged phones Food, transportation Locksmiths Flight ticket voucher, VIP card, 5000 $ In 6 weeks, 1/3 of passengers flew again. Chesley B. 'Sully' Sullenberger, III US airways overdelivery
  • 6. Part three design 6 30 minutes Service Pyramid Simple Business Case One Overdelivery feature
  • 7. Summing up 7 Write down the Tandem Teams 12 May Whos coming? 30 May diner Need your help 18 June Presentations + reports (after 2 PM) Connect me on LinkedIn Reach out to me for: Thesis, Recommendation, Jobs, More Sources, Business, Advice or just Say Hello Feedback 1. What you liked? 2. What can be improved? 3. On the scale 1 to 10 how likely are you to recommend the course to your friends? 4. What do I miss to get 10?