Training Module
Service Design & Development Control
Control service design and development, produce required evidence, and manage changes in line with ISO 9001 Clause 8.3
Training module overview
Services often evolve through experience and personal know-how, resulting in inconsistent delivery and difficulty scaling.
In this training module, participants explore how to recognise when service design and development requirements apply, how to define a service corridor that captures the essential features and parameters of a service, and how to plan design activities. They learn to translate inputs such as customer requirements and regulatory expectations into service characteristics, apply reviews, verification and validation, and manage design changes. The module builds a foundation for creating services that can be delivered consistently across teams and locations.
Applicable environments
This module applies to organisations implementing or operating a Quality Management System (QMS) in line with ISO 9001. It focuses on how the standard’s requirements are interpreted and applied in practice within real organisational contexts.
The content is relevant for organisations seeking certification as well as for those using ISO 9001 as a reference framework to structure responsibilities, processes, and controls in the quality management domain.
Target audience
People involved in designing, building, operating, or improving a QMS aligned with ISO 9001
Executives and department heads accountable for the effectiveness and performance of a QMS
Those responsible for processes, policies, IT systems, risks, and controls related to quality management
Auditors of ISO 9001 who want to deepen their understanding of management-side best practices (not audit technique)
Decision support
Is this module for you?
It is a good fit if you…
implement or operate ISO 9001 in a service organisation.
rely on informal know-how rather than a defined service design baseline.
struggle with inconsistent service delivery across teams or locations.
need clearer control over service design changes and releases.
want services to be defined, verified, and changed without over-documenting.
If most of the points above apply, this module is likely a good fit.
It may not be the best fit if you…
already operate a clearly defined, consistently controlled service design process.
are not involved in governing, evidencing, or changing services.
focus primarily on product design or engineering development.
are looking for UX, customer journey, or service innovation methods.
Agenda
Service design and development in ISO 9001
The Service Corridor: designing services end to end
Planning service design and development
Design inputs: from requirements to controllable service characteristics
Design controls for services: review, verification, and validation
Design outputs and release to controlled service provision
Managing service design changes
Case-based workshop
Show detailed agenda...
Learning outcomes
Key outcomes
Determine when service design and development requirements apply to a service
Define a service corridor that captures the critical characteristics and constraints of the service
Plan service design activities and involve the right stakeholders
Additional capabilities
Translate inputs into service characteristics and measurable outputs
Conduct reviews and apply verification and validation appropriate to services
Control service design changes and maintain a reusable service definition
Additional benefits
Learning materials
Slide deck
Participant workbook
Templates & tools
Practical, reusable artefacts to apply the module directly to your organisation.
Example design and development process
Service Corridor template
Service design & development plan template
Design change log template
AI prompt set for service design & development
Confirmation
Certificate of completion
Delivery & learning format
Virtual live teaching
This module is delivered live, with a strong focus on discussion, practical application, and direct interaction with the instructor.
Sessions work through realistic examples, clarify concepts in context, and apply methods directly to participants’ organisational realities.
Custom delivery options
For organisations with specific constraints or learning objectives, the module can be adapted in format or scope, including in-house delivery and contextualised case material.
For an optimal learning experience
Preparation guidance
This module is designed as part of a modular training approach. Topics are deliberately distributed across modules and are not repeated in full, in order to avoid unnecessary redundancy. Each module is self-contained and can be taken on its own. Where prior knowledge or experience is helpful, this is indicated below so you can decide whether any preparation is useful for you.
Assumed background
Participants should be comfortable discussing elements of operational control at a practical level. Helpful background includes basic understanding of:
Process thinking including the importance of clearly defined roles and responsibilities
The importance of documented information
Operational objectives and controls
Controlled change handling
Preparatory modules
Foundational modules (depending on background)
Useful if you are new to the underlying concepts or want a shared baseline before attending this module.
Supporting modules (optional)
Helpful if you want to deepen related skills, but not required to participate effectively.
