Deliver projects. Build capabilities. At the same time!?/ Patrick Quattlebaum / Episode #115

Is it possible? Can you win a game of checkers while playing chess at the same time? What on earth do you mean Marc? Okay, let me rephrase the question. Can you deliver short term results through service design projects while at the same time helping your client to build the capabilities that will benefit them in the long term? I do strongly belief that you have to bring service design in-house. Otherwise you will get stuck at running superficial projects that don't really change the system. An external agency might be the fire starter at first but eventually the design and delivery of great services needs to be a core competence of every company. I know what you're thinking. Learning service design on the job through projects is a great idea in theory. In practice its a lot easier said then done though. For one, you will have to deal with the middle layer of the organisation which in most situations has quite a short term mindset. So when you advocate to build internal capabilities that will benefit the organisation in the long term there's a conflict of interests. But as I mentioned I don't think we really have a choice. We have to find a way to get this done. Someone who has been trying to solve this wicked design challenge for a long time is Patrick Quattlebaum. Together with his team at Harmonic design Patrick helps organisations to design great services, while at the same time helping them to adopt the service design way of working. This episode of the Show is packed with valuable lessons from someone who has been on the front line for a long time. So if part of your job is to help (internal) clients build service design capabilities... the insights you get from this episode will make your life a lot easier. --- [ GUIDE ] -— 00:00 Welcome to episode 115 04:15 Who is Patrick 05:00 60 second rapid fire 09:15 Why is building capabilities important? 12:30 Going into the operating model 16:00 Service and capabilities outcomes 18:15 Where do I start? 24:45 Can you teach this? 29:00 Demonstrating value 34:30 Can you be strategic and practical 40:15 Change hurts 46:00 Navigating the middle 48:30 Give it away 53:30 Practical advice 59:45 Set up for success 1:03:00 Get in touch with Patrick 1:03:45 Final thoughts --- [ LINKS ] --- * https://www.linkedin.com/in/ptquattlebaum/ * https://twitter.com/ptquattlebaum * https://www.thisisharmonic.com/ Books * Orchestrating Experiences - https://amzn.to/37RpOrf * The Searcher - https://amzn.to/3m8eqwh * The Trusted Advisor - https://amzn.to/2VUjQ3h --- [ MORE ] --- Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/spotify YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram --- [ FREE COURSE ] --- HOW TO EXPLAIN SERVICE DESIGN Learn what it takes to get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course