90% serious | 10% sass | 100% effort
This is a sharable selection of my business contributions and professional activities.
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Sample impact and results:
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Established sustaining multi-disciplinary design program with year-over-year growth in demand from initial 6-month individual contributor project
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Launched consumer subscription service as first of kind for business and launch first to market enterprise managed service for industry domain
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Realized 10-year business plan for new product offering within 5 years
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Harmonized five different service agreements as a unified portfolio with segment-specific targeting and positioning; further simplified five agreements to two agreements leveraging configuration choices to address segment-specific needs
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Designed service architecture for service product development as first of kind for company and industry domain
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Rearchitected and redeveloped service product portfolio in less than 18 months without any missed milestones
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Deployed PLM and CfLM systems for service product management as first of kind for company and industry domain
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Enterprise Monitoring as a Service
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An industry redefining managed-service agreement that enables health systems to adopt state-of-the-art patient monitoring systems for a per-patient fee. This unique new business model eliminates up-front costs while allowing health systems to standardize patient monitoring at all acuity levels for each care setting across a network.​
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Significant Partnership press release
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Expert Contributions
Serviceability
Research
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Evaluate current state servicing processes to determine painpoints, opportunities, and requirements for remotely-enable support roadmap.
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Engagement
Strategy
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Identify YMCA value wedge to shift focus from competitive 'gym and swim' parity to defensible 'supportive community' uniqueness.
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Asset
Development
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Curate a portfolio of tools and resources that reflect best practices for Ys to create programs that invest in the whole child and helping even more youth reach their full potential.
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Service Prototyping Professional Tutor
"The [Mastering Service Design] course focuses on services as ecosystems for value generation in which value is co-created by all actors and stakeholders involved, not only customer-facing staff and customers but also other organisations who serve the customer as well...Each group will receive expert tutoring in 6 live session."
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Service Design College site
(see Highlighted Activities section for latest edition of Mastering Service Design course) -
Tutoring session sample results
(from verbalized idea to storyboard concept in less than 30 mins)
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Applied Competencies
Subscription
Design
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Evaluate current and proposed brush head replacement journey relative to different purchasing models, include subscriptions with recurring automated deliveries.
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Healthcare
Innovation
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Identify how automation and AI can create opportunities to shift from technology products to service products (aka servitization).
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​The Robot Revolution episode
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Change
Architecture
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Define framework for different tactics and approaches to use based on different segments, offering, and starting point of development.
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Alumni Guest with Gusto
Tune in to the SCAD virtual series Guests and Gusto for conversations and content with leading cultural voices. Expand your network as you meet the creators and innovators remaking art, design, and entertainment.​
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Engagement Responsibilities
Individual
Contributor
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Determine relevant skills and contributions depending on project objectives and intended outcome of an engagement.
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Initiative
Leader
Ensure effective, efficient, and consistent service quality through development, deployment, and adoption of delivery playbooks.
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Change
Agent
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Democratize service development methodology in a unique community of practice format through expert participation, site hosting, and host mentoring.
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