Author: Svein Are Tjeldnes and Karin Eilertsen
For the past two years, UiT the Arctic University of Norway have explored ways of working to become truly service oriented. In this chapter, you will be given an overview of the service design project seeking to enhance collaboration across sections, highlighting the quality of the administrative services we offer. We will reveal how we went from a “menu” of 3307 individual tasks to 80 university services.
The organizational framework includes live service design experiments with virtual service teams across 3 levels, 7 Faculties and numerous Departments and sections. Practical take-aways will be highlighted as we present three Service Design experiments: 1) Creating a cross-organizational service-map, 2) Designing and running five pilot services and 3) developing a functional model for service leadership. Related to each experiment, we will highlight the overall design, methods, value-adding activities, and key learnings.
The reader will gain insights of the following:
– Inspiration to look for similar opportunities in your own organization.
– Insight into experiments used to enhance cross-departmental collaboration.
– Tips for what service design can offer in a large-scale developmental program in academia.
– How to build self-operating teams using service design in the set-up.
– The role of leadership when upscaling SD experiments.
– Large-scale cultural program and the role of service design.
Svein Are and Karin share their chapter outline in the video below complemented by a Padlet board open to input and comments.
Biography
Svein Are is a Lean manager and design thinker at UiT the Arctic University of Norway. He has a law degree from UiT and joined the university back in 2000. After many years as Head of Administration at the Department of Psychology he was recruited to take part in the Faculty of Health’s lean startup in 2010. In 2012 he was asked to lead and coordinate the improvement program at UiT. Svein Are has a passion for sharing knowledge and experiences within continuous improvement, innovation and designing services.
Biography
Karin is a facilitator and practitioner with 10 years’ experience in Lean and improvement work at UiT the Arctic University of Norway. As part of the Continuous Improvement Team, she facilitates improvement sessions using a variety of tools and techniques as well as supporting and mentoring members of staff with their own projects. Since 2020, Karin has facilitated a service design project, designing services for academic staff and students.
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