Re-think and reframe "quality excellence" and develop a new professional service
PROJECT CONTEXT
Our client, an American quality certification company, was looking to reframe quality as a culture of excellence and use this reframe to offer a new service to their customer organizations.
client testimonial
“We engaged Khoj Lab to bring structure and design thinking into a highly complex innovation project. What immediately impressed me was the ability to engage stakeholders and a diverse group of internal and external experts right at the beginning of the project to gain full alignment. We were able to make huge strides in a short amount of time, delivering results we would not have been able to achieve without Khoj Lab's guidance and expertise.”
- Director of Organizational Membership Solutions, Client Organization
client Challenge
How can we assist organizations on their journey to excellence through quality?
PROJECT SET UP
Client interaction
Association of quality professionals
Industry
Professional Association
Time-frame
6 Months
Khoj Lab Team
Design Researchers
Design Strategists
Client Team
Executive Director, New Product Development, Senior Manager
Services Provided
Primary Research
Secondary Research
Design Management
Service Design
Workshop Design & Facilitation
METHODS USED
Internal Leadership Interviews
Customer Journey Mapping
Co-creation Workshop
40
hrs
Secondary Research
20
hrs
Expert Interviews
Engaging with stakeholders from the research data
KHOJLAB APPROACH
Used reframe and service blueprinting to map the future customer journey.
Creating quality excellence services for organizations first required us to re-frame what quality could achieve beyond just applying quality management tools as an enabler for establishing a culture of excellence. Using a human-centered approach helped the client understand the steps in the customer’s journey that would make quality implementation at the organizational level a positive experience. Khoj Lab interviewed internal stakeholders and external experts to extract existing knowledge while conducting secondary research on the impact of quality in organizations. The data was organized, synthesized, and brought into co-creation workshops where we mapped out their customer’s desired service journey.
Learning from excellence case studies to deconstruct the culture of excellence journey
Impact/Outcome
Co-creation of a new service offering
Through expert interviews and workshops, Khoj Lab helped our client clearly articulate the steps in a customer organization’s journey to excellence. In addition, to define this new offering, we identified gaps in the company’s capabilities that were crucial to the new service offering and recommended a partnership with an external benchmarking organization.
Customer Journey mapping exercise to map resources under each step
Let’s Collaborate
On your next innovation project
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