CASE Lapland University Consortium Teaching and Learning Services: Service design to support change management when building new team, creating new service concepts and organizing tasks
Martin, Päivi (2023)
Martin, Päivi
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023081724795
https://urn.fi/URN:NBN:fi:amk-2023081724795
Tiivistelmä
The thesis is a diary-based case study on organisational change at Lapland University Consortium Teaching and Learning Services – Service design to support change management when building new team, creating new service concepts and organizing tasks. The director and team leaders, the author being one of then, were given a task to reorganize the new joint services. The team leaders chose service design as a method to support their change management.
This diary-based thesis is documenting especially the first nine months of the process. Participatory approach was one of the main reasons to choose service design. This is a pragmatic research and case study. Knowing comes by being and making. The theoretical background is diverse as often in service design projects. Service design and design thinking are the main approach. In addition, leadership and change management theories are considered when talking about change management. Positive psychology and psychological safety enable team building, change management and innovative and agile development. In this diary-based thesis author is a designer-practitioner-researcher.
Author is documenting an organizational development project and being strongly involved in. The role is to plan, prepare and facilitate multiple workshops and lead change and communicate about it. This case study follows the project according the double diamond framework. After short back-ground there is the stages of discover, define, develop, deliver and finally follow-up and iteration. From very early on the work has two focuses the service focus and the people focus. On the other hand, the aim is clear service map with services, processes and recognized roles and responsibilities. On the other hand, it is building a new team and focusing on people. People who expect the new services to be humanly sustainable, use their skills, competences and offer opportunities for professional development. After that it was time to step back and critically reflect the implementation of service design and change management process. Method toolkit presenting ten methods is appendices of the thesis to inspire and help others interested in the process and method.
This diary-based thesis is documenting especially the first nine months of the process. Participatory approach was one of the main reasons to choose service design. This is a pragmatic research and case study. Knowing comes by being and making. The theoretical background is diverse as often in service design projects. Service design and design thinking are the main approach. In addition, leadership and change management theories are considered when talking about change management. Positive psychology and psychological safety enable team building, change management and innovative and agile development. In this diary-based thesis author is a designer-practitioner-researcher.
Author is documenting an organizational development project and being strongly involved in. The role is to plan, prepare and facilitate multiple workshops and lead change and communicate about it. This case study follows the project according the double diamond framework. After short back-ground there is the stages of discover, define, develop, deliver and finally follow-up and iteration. From very early on the work has two focuses the service focus and the people focus. On the other hand, the aim is clear service map with services, processes and recognized roles and responsibilities. On the other hand, it is building a new team and focusing on people. People who expect the new services to be humanly sustainable, use their skills, competences and offer opportunities for professional development. After that it was time to step back and critically reflect the implementation of service design and change management process. Method toolkit presenting ten methods is appendices of the thesis to inspire and help others interested in the process and method.