Chapter 8

An Exploration of the Relationship between Lean and Service Design for Service Improvement

Authors: Mila Bombardieri and Nichole Dunne-Watts  

Abstract

This chapter examines the challenges, insights and successes experienced by a team of process improvement specialists at Middlesex University whilst pursuing the integration of Service Design and Lean methodologies. Starting with an overview of the context and motives around the team’s inception, the chapter discusses how a culture of Continuous Improvement was embedded, how integration came about, how challenges were overcome, and the lessons learnt along the way. Illustrating evidence from various case studies, this chapter shows how two conceptually different approaches – one broadly paradigmatic, rooted in analytical and rational thinking, the other focussed on empathetically understanding human needs and generating new ideas through creative co-design – can helpfully and successfully complement each other so organisations can create new possibilities.   

Authors

Mila Bombardieri

Mila has worked in both the private and public sector in project management and process improvement roles. Passionate about innovation, creativity and the user experience, she moved to Higher Education in 2017 to drive business improvement at a London university. She is focussed on contributing to the development of creative problem solving skills across the institution and on harnessing technology to improve the student and staff experience.  

Nichole Dunne-Watts

Nichole has worked in Higher Education since 2014. She began her career in administration, moving to a student facing role and then onto process improvement. She is now applying her knowledge of continuous improvement, problem-solving and service design in her current position where she supports students in a London University. Nichole is passionate about human-centred design and providing services to students that they need and want, ultimately to improve their experience within HE and their wellbeing simultaneously.