Training Module
Training Module
Service Design & Development
Understand how to plan, control, and evidence service design and development under ISO 9001
Understand
Implement
Manage
Audit
Training module overview
In many service organisations, services are shaped by experience and local practices rather than by explicit design. As services evolve, responsibility often shifts between teams, systems, or lifecycle stages without being clearly owned. While each part may work in isolation, customers experience inconsistency or loss of continuity — particularly at transitions that are assumed to be routine. ISO 9001 addresses this risk by requiring service design and development to be planned, controlled, and evidenced, including when services are changed.
This module focuses on applying ISO 9001 design and development requirements to services by defining them end to end through a Service Corridor. The corridor makes the customer’s outcome path explicit and treats transitions as first-class design elements with clear ownership. Participants learn how to plan service design activities, define controllable service characteristics, apply practical review, verification, and validation approaches, and manage service changes so reliability is maintained across the full service lifecycle.
In many service organisations, services are shaped by experience and local practices rather than by explicit design. As services evolve, responsibility often shifts between teams, systems, or lifecycle stages without being clearly owned. While each part may work in isolation, customers experience inconsistency or loss of continuity — particularly at transitions that are assumed to be routine. ISO 9001 addresses this risk by requiring service design and development to be planned, controlled, and evidenced, including when services are changed.
This module focuses on applying ISO 9001 design and development requirements to services by defining them end to end through a Service Corridor. The corridor makes the customer’s outcome path explicit and treats transitions as first-class design elements with clear ownership. Participants learn how to plan service design activities, define controllable service characteristics, apply practical review, verification, and validation approaches, and manage service changes so reliability is maintained across the full service lifecycle.
Target audience
Quality managers responsible for ISO 9001 implementation in service organisations
Service owners / service line managers accountable for service definition and change
Process owners coordinating multi-team delivery and handovers
QMS implementers maintaining design-and-change evidence without over-documenting
Operations and support leads involved in service releases, pilots, and changes
Quality managers responsible for ISO 9001 implementation in service organisations
Service owners / service line managers accountable for service definition and change
Process owners coordinating multi-team delivery and handovers
QMS implementers maintaining design-and-change evidence without over-documenting
Operations and support leads involved in service releases, pilots, and changes
Agenda
What ISO 9001 means by service design and development
When design and development applies to services and to service changes
Why informal or assumed service definitions fail at scale
Interfaces to requirements management, service provision, and improvement (scope boundaries)
The Service Corridor: designing services end to end
Defining the full customer outcome path across lifecycle stages
Identifying critical transitions between roles, teams, systems, and channels
Treating transitions as first-class design elements, not routine handovers
Planning service design and development
Structuring design stages, responsibilities, and interfaces
Assigning explicit ownership for outcomes at service transitions
Proportionate planning based on service impact, complexity, and change risk
Design inputs: from requirements to controllable service characteristics
Consolidating customer, regulatory, and internal inputs
Translating inputs into service characteristics and acceptance criteria
Defining continuity and reliability expectations across lifecycle transitions
Design controls for services: review, verification, and validation
Cross-functional design reviews focused on transition ownership
Practical verification and validation approaches for services
Using pilots, trials, and simulations to test service continuity
Design outputs and release to controlled service provision
What constitutes a usable service design output for services
Handover into Service Provision & Control with clear transition ownership
Ensuring local service definitions support global service reliability
Managing service design changes
Identifying change triggers from performance, feedback, and incidents
Assessing impact on service transitions and lifecycle continuity
Versioning, communication, and controlled release of service changes
Workshop: designing for continuity
Build a Service Corridor highlighting high-risk transitions
Define ownership, acceptance criteria, and controls for those transitions
Reflect on where current service designs rely on assumptions rather than ownership
What ISO 9001 means by service design and development
When design and development applies to services and to service changes
Why informal or assumed service definitions fail at scale
Interfaces to requirements management, service provision, and improvement (scope boundaries)
The Service Corridor: designing services end to end
Defining the full customer outcome path across lifecycle stages
Identifying critical transitions between roles, teams, systems, and channels
Treating transitions as first-class design elements, not routine handovers
Planning service design and development
Structuring design stages, responsibilities, and interfaces
Assigning explicit ownership for outcomes at service transitions
Proportionate planning based on service impact, complexity, and change risk
Design inputs: from requirements to controllable service characteristics
Consolidating customer, regulatory, and internal inputs
Translating inputs into service characteristics and acceptance criteria
Defining continuity and reliability expectations across lifecycle transitions
Design controls for services: review, verification, and validation
Cross-functional design reviews focused on transition ownership
Practical verification and validation approaches for services
Using pilots, trials, and simulations to test service continuity
Design outputs and release to controlled service provision
What constitutes a usable service design output for services
Handover into Service Provision & Control with clear transition ownership
Ensuring local service definitions support global service reliability
Managing service design changes
Identifying change triggers from performance, feedback, and incidents
Assessing impact on service transitions and lifecycle continuity
Versioning, communication, and controlled release of service changes
Workshop: designing for continuity
Build a Service Corridor highlighting high-risk transitions
Define ownership, acceptance criteria, and controls for those transitions
Reflect on where current service designs rely on assumptions rather than ownership
Course ID:
HAM-SDD-1
Audience:
Manager
Domain:
Quality
Available in:
English
Duration:
7 h
List price:
CHF 550
Excl. VAT. VAT may apply depending on customer location and status.
What you get
Learning outcomes
Determine when ISO 9001 design & development requirements apply to a service and to service changes
Define an end-to-end Service Corridor that makes service scope, handovers, and responsibilities explicit
Structure a proportionate service design & development plan (roles, interfaces, stages, evidence)
Translate service inputs into controllable service characteristics and acceptance criteria
Distinguish and apply reviews, verification, and validation in a service context (including pilots/trials)
Produce service design outputs that enable consistent provision and controlled change
Establish traceable design-change records that support stability, learning, and audit readiness
Determine when ISO 9001 design & development requirements apply to a service and to service changes
Define an end-to-end Service Corridor that makes service scope, handovers, and responsibilities explicit
Structure a proportionate service design & development plan (roles, interfaces, stages, evidence)
Translate service inputs into controllable service characteristics and acceptance criteria
Distinguish and apply reviews, verification, and validation in a service context (including pilots/trials)
Produce service design outputs that enable consistent provision and controlled change
Establish traceable design-change records that support stability, learning, and audit readiness
Learning materials
Slide deck
Participant workbook
Certificate of completion
Slide deck
Participant workbook
Certificate of completion
Templates & tools
Service Corridor definition template (end-to-end corridor and handover map)
Service design & development plan (stage-gate and interface checklist)
Service design input register (sources, constraints, acceptance criteria)
Review / verification / validation record templates (service-appropriate evidence prompts)
Service design output pack outline (what must exist before controlled provision)
Design change log (versioning, impacts, approvals, release conditions)
AI prompt set for summarising feedback into candidate design inputs and change requests (supporting judgement, not replacing it)
Service Corridor definition template (end-to-end corridor and handover map)
Service design & development plan (stage-gate and interface checklist)
Service design input register (sources, constraints, acceptance criteria)
Review / verification / validation record templates (service-appropriate evidence prompts)
Service design output pack outline (what must exist before controlled provision)
Design change log (versioning, impacts, approvals, release conditions)
AI prompt set for summarising feedback into candidate design inputs and change requests (supporting judgement, not replacing it)
Prerequisites
This module assumes general familiarity with management system concepts and the basics of ISO 9001 operational thinking. Participants should be comfortable discussing process ownership, roles/responsibilities, and documented information at a practical level.
Helpful background includes:
Understanding of system scope, interfaces, and ownership boundaries
Familiarity with how requirements, delivery controls, and improvement interact in day-to-day operations
Basic comfort reading ISO-style “shall” requirements (no clause memorisation expected)
This module assumes general familiarity with management system concepts and the basics of ISO 9001 operational thinking. Participants should be comfortable discussing process ownership, roles/responsibilities, and documented information at a practical level.
Helpful background includes:
Understanding of system scope, interfaces, and ownership boundaries
Familiarity with how requirements, delivery controls, and improvement interact in day-to-day operations
Basic comfort reading ISO-style “shall” requirements (no clause memorisation expected)
Strongly recommended preparatory modules
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Helpful preparatory modules
The modules below prepare for an optimal learning experience – but are not strictly necessary for participants to follow.
System Foundations: Context, Stakeholders, and System Boundaries
Understand organisational context, stakeholders, and system boundaries
7 h
System Foundations: Context, Stakeholders, and System Boundaries
Understand organisational context, stakeholders, and system boundaries
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System Foundations: Context, Stakeholders, and System Boundaries
Understand organisational context, stakeholders, and system boundaries
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Documentation & Knowledge Foundations: Documented Information, Records, and Organisational Knowledge
Fundamentals of documented information control, records, and knowledge capture for management systems
7 h
Documentation & Knowledge Foundations: Documented Information, Records, and Organisational Knowledge
Fundamentals of documented information control, records, and knowledge capture for management systems
7 h
Documentation & Knowledge Foundations: Documented Information, Records, and Organisational Knowledge
Fundamentals of documented information control, records, and knowledge capture for management systems
7 h
Continuous learning
Follow-up modules
Follow-up modules
After completion of this module, the following modules are ideal to further deepen the participant's competence.
After completion of this module, the following modules are ideal to further deepen the participant's competence.
Ready to achieve mastery?
Bring ISO requirements into everyday practice to reduce avoidable issues and strengthen the trust of your customers and stakeholders.
Ready to achieve mastery?
Bring ISO requirements into everyday practice to reduce avoidable issues and strengthen the trust of your customers and stakeholders.
Ready to achieve mastery?
Bring ISO requirements into everyday practice to reduce avoidable issues and strengthen the trust of your customers and stakeholders.