Service Design for India: Change in Design & Management Schools needed

Image: A page from the booklet "Design for Services" launched by SEE Design Network of Design Wales, Cardiff. Full pdf files can be downloaded from the links below.

Service Design for India: Change in Design & Management Schools needed

Service Design is an emerging discipline that lies between the various fields of Design and Management. It is the cusp of both these major disciplines, which in India have rarely met or exchanged expertise in an educational setting. Design schools do not teach management in depth nor do management schools teach about design, leave alone design management. We have thousands of management schools in India when the pressing need is for the creation of experts who can innovate great services across a huge number of sectors of our economy. In my view design is needed critically in as many as 230 sectors of our economy and I have written about these in the past.

Across the world many management schools have started embracing design and innovation as a core offering to their students and in this the charge is led by the Rotmans School of Management, Toronto and a less known school in Scandinavia called the KaosPilot, both of which have been covered in previous posts on this blog. In the 80’s the London School of Business had produced a book on Design Management and at both the Stanford University, USA and the University of Industrial Arts, Helsinki, there have been concerted efforts to bring together Design, Technology and Management through a planned series of projects that bring together faculty and students from all these disciplines in a transdisciplinary format. The Design Council, London had spearheaded an initiative called RED where a series of innovative design and management exchanges had led to the development of some very interesting new services, all designed by keeping users in mind. The Design Wales too has been working with SME’s and local businesses to assist them to refine their service offerings and their booklet on service design is a very refined offering that can be downloaded as a pdf file. (see link below)

Several unusual experiments have been taking place in this space and the work done at the Mayo Clinic, USA is one that stands out in using the IDEO methodology to improve the service offerings of the medical establishment and their hospital chain, which has been covered in an earlier post on this blog. This year the KaosPilot school from Sweden has deputed 35 of their students to spend their “Outpost” session of three months in the field at Mumbai, and they are in the city till the end of May 2008 to explore the creation of new and compelling services that can build local entrepreneurship in a number of areas of service offerings from transportation to health systems. The Welllingker School of Management in Mumbai has started a masters programme in Design Management and NID Ahmedabad has a programme on offer called Strategic Design Management, but these are very little for a huge country like India and many of the other management schools should consider offering such programmes if we are to make headway in improving our services with the use of design and innovation, all managed by expert hands that are trained to do the job. The National Design Policy must take this into account when we try and take design forward in India.

There are many online resources that provide insights into service design and its emerging boundaries and some of these are listed below for immediate access:

1. Design Council, UK: Service Design

2. Rotmans School of Management, Toronto: Integrative Thinking

3. KaosPilot, Denmark: Design of New Businesses

4. Service Design: Wikipedia: Definition and links

5. Service Design Research: Rich Collection of Papers

6. ServiceDesign.org: Resources hosted by live/work UK

7. Design Wales, Cardiff: SEE Design Journals

8. SEE Design, Design Wales, Cardiff: Service Design booklet Download pdf files links: Part 1: Part 2:

9. Design Management Institute

10. Domus Academy - Business Design Department

KaosPilots at NID and in Mumbai: Design for India being redefined

Image: KaosPilots at Gautam and Gira square at NID, Paldi campus.

KaosPilots at NID and in Mumbai: Design for India being redefined
The new age business school called KaosPilot was set up in Aarhus, Denmark more than 15 years ago in response to a pressing need to get young people to think afresh about their careers as entrepreneurs and creative professionals in a world that was becoming very commercial and market driven. Uffe Elbeck, the founder Principal of the school in the intro to his book, KaosPilot A-Z, says this about his school, looking back over the past 15 years. Uffe is currently the Chairman of KaosPilot International Board from 2006, now that it has taken roots in many countries and growing in influence and locations.

I quote – “In the historical rearview mirror it’s nothing less than an educational, economic and organizational miracle – and fairytale – that the school and education have survived. And we just have’nt just survived – we’ve thrived. We’re alive, – really alive. With a pulse in the heart, sweat and blood, here and now. In the centre of Aarhus – but the whole world as our playground.” – unquote.

In 15 years of experimentation the KaosPilots have been able to redefine management education and make it a creative enterprise that drew inspiration from the field, live and in real contact, rather than through the use of dry case studies that are discussed threadbare in a crowded classroom. The KaosPilot is an International School for New Business Design and Social Innovation, a way forward for many management schools that want to embrace the value of creativity, innovation and design in their approach education and change making processes in our various activities.

The KaosPilot schools do not produce plain vanilla managers who will then work their way up a corporate ladder. They produce leaders who are both playful as well as committed to a cause, something close to their heart and meaningful to society as well. They are trained in the ways of the Fourth Sector that lies outside the traditional three sectors of Government, Private and Non Government sectors but draw the strengths of all these in good measure in order to build sustainable and socially equitable business models in a creative manner, all to produce great value. This is what I call design.

35 KaosPilots and two teachers are now in Mumbai for their three month “Outpost” where in a project mode they would explore the city and its resources and then build sustainable business models for those in need of their skills, all in a sensitive manner. Working in groups and connecting with other committed souls in the city, they would explore, experiment, dialogue, model, build and test the proof of concept offerings that are a product of their research and imagination before going all out to establish the enterprise with local participation and leadership in each of the areas that have been chosen by the sense-making that precedes the intense-action of implementation.

Why 35? This is the batch size at all KaosPilot schools and each student is called a Navigator at their website that is full of exciting detail of their tasks and experiences in the field. While the school offers a bachelor’s degree equivalent, the students are over 21 years of age, mature and with a clearly formed purpose in life, to make a real difference. They come to the school to pick up skills and to address needs that most business schools ignore. In the words of Marco Visscher, Managing Editor of Ode, a Netherland based international magazine – “It sometimes seems that while the world economy has drastically changed, business education has stayed still.” KaosPilot offers another way. He goes on to say – “And now, after being Scandinavia’s best-kept secrets, KaosPilots is aiming to breakthrough internationally”. Now they are in India, welcome.

Image: KaosPilots with Prof M P Ranjan in his office at NID.
Three members of the Mumbai Outpost team traveled over the weekend and arrived at NID, Ahmedabad yesterday and spent two days with us at the Institute, very refreshing ideas and process of working. Perhaps this heralds a new period of cooperation between NID and a business school with the same values and commitment to change, real change in the right direction. KaosPilots, Sophie Uesson and Finnur Sverrisson and their teacher Mans Adler spent two days at NID and interacted with students and faculty in order to understand our processes and experience our facilities on the Paldi campus. We look forward to seeing the results of their stay in Mumbai and the bonds that this visit will forge with designers and managers in Mumbai and Sweden in the days ahead. We are keen to be in the centre of all this action as we move forward from here.

KaosPilot: A business school that teaches design? Are there lessons in this for India?

The most exciting business school that teaches management using design principles – KaosPilot – has established itself over the past 14 years and it is now expanding to other locations in Scandinavia and the rest of the World. The first school was located in Aarhus Denmark, founded by the visionary and tireless Uffe Elbaek, and it has now been expanded to new programmes in Norway, Sweden and the Netherlands and plans are afoot to set up ‘outposts” in San Francisco and Durban, South Africa. What are the principles of their success and what are the lessons for India?

Traditional business schools teach using the “Case Method”
KaosPilot teaches using the “Immersive Method”.
see the KaosPilot Homepage KaosPilot Website

The products from the school, its students – the KaosPilots – are Creative, Self aware and Disciplined and are ready to address the needs and challenges of the “Social Entrepreneurship Sector” in the words of the founder, which is the fourth sector that is achieving prominence when compared to the other three sectors namely the government supported public sector, the corporate and private sector and the not-for profit voluntary sectors, all of which aim to do good for their respective stake-holders, but have come in for intense criticism from a number of sources in recent times. The KaosPilot story is now well documented in the book available in English titled “KaosPilot A – Z” which can be obtained from their website as well as from Amazon. Further the KaosPilot website itself is full of information and insights from the project work done by the students over the years, all documented in the “Flight Navigator” a Journal produced regularly by the school available from this link below.

Uffe Elbaek and the KaosPilots have discovered that design works best when used to address the needs of the ‘fourth sector’ – a new space where the boundaries between the Public sector (district, state and national), the Private sector (companies and corporations) and the Voluntary sector (the not-for-profit organizations) have blurred and become less distinct – and can now be dubbed the “new social arena” and the “for-benefit” sector, all in the public interest but managed in a professional and accountable manner by individuals, organizations, institutions and companies using the “triple bottom-line approach” to judge their performance. Organisations that are characterized by being self-financing as well as being social, ethical and environmental in their sense of responsibility and actions.

The KaosPilot curriculum is therefore derived from the need to be entrepreneurial in orientation; located in an arena that lies between the disciplines of arts, culture and business; using the approaches of being playful, real-worldly and street-wise with risk-taking that is balanced and compassionate; all of which sets the aims and goals that are larger that the self – in a three year programme that is divided into basics, specialization and innovation years. Real situations and challenges are addressed by students working in teams and in live contact with stake-holders to develop empathy and reality contact that are rooted in the personal mastery of the unique competency model that is the hallmark of the KaosPilot programme. The five fold competency model includes Professional, Social, Change, Action and Sense-making competencies all integrated into their creative project and business design assignments. Yes, business design. They are in the field of designing new businesses and not just in managing business as the MBA’s do in their traditional programmes around the world. This is where design principles get integrated into the process of creating great managers, young entrepreneurs capable of building great new businesses that are located squarely in the ‘fourth sector ideology’ for a rapidly changing and increasingly transparent world order.


Model of the Emerging Designer

Does India need this kind of shift – from managing to designing – looking at design opportunities rather than at problems and problem-solving, kindling a new mind-set and a new capability to bring imagination into our actions across the various sectors and regions? I am convinced that it does. Somehow for me the efforts of the KaosPilots in distant Denmark echoes the ethos and values that NID has been advocating and applying inside our own curriculum and project based education programmes over the past forty years. The value systems that have been cherished and the work culture that had been instilled in our NID undergraduate programmes during the past four decades too need to be examined and discussed in detail in the manner in which the KaosPilot story has been articulated in the Kaospilot A-Z book. We may need to move as a nation from – specification following tendering process – with the why-reinvent-the-wheel-attitude of our administration, to an innovation-driven and opportunity-seeking government action in the enormous area of social and public design action that could be supported by the huge investments taking place in the 230 sectors of our economy today that are in desperately in need of design. All this can be facilitated by our new National Design Policy and be made into a reality for our people. This is perhaps what we can take away from the KaosPilot story, how it can perhaps be done by trained “design managers” and not just by designers alone. What do you think? Are our management schools listening?

Links and References for download:
KaosPilot Homepage
KaosPilot Homepage
The fourth sector pdf file 222kb
The fourth sector
KaosPilot Publications link
Internal and external links for downloads about KaosPilot

The authors home page can be viewed at this link Prof Ranjan's website

KaosPilot: A business school that teaches design? Are there lessons in this for India?

The most exciting business school that teaches management using design principles – KaosPilot – has established itself over the past 14 years and it is now expanding to other locations in Scandinavia and the rest of the World. The first school was located in Aarhus Denmark, founded by the visionary Uffe Elbaek, and it has now been expanded to new programmes in Norway, Sweden and the Netherlands and plans are afoot to set up ‘outposts” in San Francisco and Durban, South Africa. What are the principles of their success and what are the lessons for India?

Traditional business schools teach using the “Case Method”
KaosPilot teaches using the “Immersive Method”.

The products from the school, its students – the KaosPilots – are Creative, Self aware and Disciplined and are ready to address the needs and challenges of the “Social Entrepreneurship Sector” in the words of the founder, which is the fourth sector that is achieving prominence when compared to the other three sectors namely the government supported public sector, the corporate and private sector and the not-for profit voluntary sectors, all of which aim to do good for their respective stake-holders, but have come in for intense criticism from a number of sources in recent times. The KaosPilot story is now well documented in the book available in English titled “KaosPilot A – Z” which can be obtained from their website as well as from Amazon. Further the KaosPilot website itself is full of information and insights from the project work done by the students over the years, all documented in the “Flight Navigator” a Journal produced regularly by the school available from this link below.

Uffe Elbaek and the KaosPilots have discovered that design works best when used to address the needs of the ‘fourth sector’ – a new space where the boundaries between the Public sector (district, state and national), the Private sector (companies and corporations) and the Voluntary sector (the not-for-profit organizations) have blurred and become less distinct – and can now be dubbed the “new social arena” and the “for-benefit” sector, all in the public interest but managed in a professional and accountable manner by individuals, organizations, institutions and companies using the “triple bottom-line approach” to judge their performance. Organisations that are characterized by being self-financing as well as being social, ethical and environmental in their sense of responsibility and actions.

The KaosPilot curriculum is therefore derived from the need to be entrepreneurial in orientation; located in an arena that lies between the disciplines of arts, culture and business; using the approaches of being playful, real-worldly and street-wise with risk taking that is balanced and compassionate; al of which sets the aims and goals that are larger that the self – in a three year programme that is divided into basics, specialization and innovation years. Real situations and challenges are addressed by students working in teams to develop empathy and reality contact that are rooted in the personal mastery of the unique competency model that is the hallmark of the KaosPilot programme. The five fold competency model includes Professional, Social, Change, Action and Sense-making competencies all integrated into their creative project and business design assignments. Yes, business design. They are in the field of designing new businesses and not just in managing business as the MBA’s do in their traditional programmes around the world. This is where design principles get integrated into the process of creating great managers, young entrepreneurs capable of building great new businesses that are located squarely in the ‘fourth sector ideology’ for a rapidly changing and increasingly transparent world order.


Model of the Emerging Designer.

Does India need this kind of shift – from managing to designing – looking at design opportunities rather than at problems, kindling a new mind-set and a new capability to bring imagination into our actions across the various sectors and regions? I am convinced that it does. Somehow for me the efforts of the KaosPilots in distant Denmark echoes the ethos and values that NID has been advocating and applying inside our own curriculum and project based education programmes over the past forty years. The value systems that have been cherished and the work culture that had been instilled in our NID undergraduate programmes during the past four decades too need to be examined and discussed in detail in the manner in which the KaosPilot story has been articulated in the Kaospilot A-Z book. We may need to move as a nation from – specification following tendering process – with the why-reinvent-the-wheel-attitude of our administration, to an innovation-driven and opportunity-seeking government action in the enormous area of social and public design action that could be supported by the huge investments taking place in the 230 sectors of our economy today that are in desperately in need of design. All this can be facilitated by our new National Design Policy and be made into a reality for our people. This is perhaps what we can take away from the KaosPilot story, how it can perhaps be done by trained “design managers” and not just by designers alone. What do you think? Are our management schools listening?

Links and References for download:

KaosPilot Homepage
KaosPilot Website Contents

The fourth sector pdf file 222kb
The fourth sector

Other Publications from KaosPilot
Other Publications from KaosPilot

The moderator's home page can be viewed at this link Prof Ranjan's website