Author: Mila Bombardieri, Nichole Dunne-Watts, Kelly Speller, John Perkins
In 2014, a small team was set up at Middlesex University to drive a mind-set of continuous improvement and to provide its staff with the capabilities to make consistent process efficiencies.
During a Lean in Higher Education conference in Norway, the team became acquainted with Service Design, and immediately felt that the two methodologies could successfully complement each other.
Since then, SD tools have been incorporated into project work, lunch & learns and the design of the Continuous Improvement Practitioner Programme, creating a significant impact on how colleagues view the bigger picture and also empathise with their customers.
Biography
Mila: I always had a love of sequencing and making sense of things. While I graduated in Simultaneous Interpreting and Translation at the University of Trieste (Italy), my work journey has largely been working in process improvement (using Lean and Service Design approaches) project management, and training delivery. I worked for enterprise companies in Telecommunications, Audio Visual Integration, Marketing and the Higher Education sector. I have facilitated work streams of business transformation and system implementation activities, and led operational teams through ISO standards. I am currently training as an integrative counsellor and coach at the University of East London and I am excited to complete my studies this year!
HCD in HE 