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
Are your services delivered inconsistently or fail to address customer requirements?
This training module shows how to define and control service design to produce consistent, reusable service definitions that adress customer requirements.
Overview
What this module is about
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.
Audience
Who it is for
Management system implementers and coordinators
Executives and department heads accountable for management system performance
Those responsible for processes, policies, assets, risks and controls
Auditors seeking insight into management-side practice, not audit technique
Consultants working on management system design, governance or improvement
Decision supportIs 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.
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.
What to bring
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
Agenda
What is taught
7 parts01Service design and development in ISO 9001
How ISO 9001 applies design and development controls to services and service changes, and how this module links with requirements management, service provision, and improvement
02The Service Corridor: designing services end to end
How to design services across the customer outcome path and treat critical transitions between roles, teams, systems, and channels as core design elements
03Planning service design and development
How to structure design stages, responsibilities, and interfaces, and apply proportionate planning based on impact, complexity, and change risk
04Design inputs: from requirements to controllable service characteristics
How to consolidate customer, regulatory, and internal inputs into service characteristics, acceptance criteria, and continuity expectations across lifecycle transitions
05Design controls for services: review, verification, and validation
How to use cross-functional reviews, verification, and validation to check service continuity, with pilots, trials, or simulations where needed
06Design outputs and release to controlled service provision
How to define usable design outputs, hand over into Service Provision and Control with clear ownership, and support consistent service reliability
07Managing service design changes
How to identify change triggers from performance, feedback, and incidents, assess transition impacts, and manage versioning, communication, and controlled release
Outcomes
Learning outcomes
01
Determine when service design and development requirements apply to a service
02
Define a service corridor that captures the critical characteristics and constraints of the service
03
Plan service design activities and involve the right stakeholders
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
Materials
The content and the assessment
Written module
The full content in writing, complete in itself. Videos are recorded for parts of it as an alternative way through, and the written module always carries everything.
Exercises
Graded work on the case organisation's own registers: structured answers checked against the encoded case, written answers scored against a rubric traced to it, with a trainer holding the final word on every assessed item.
On completion
The assessed exercises must be passed before the certificate is issued.
Scheduling
No public run of Service Design & Development Control is scheduled at the moment. Tell us you are interested and we will let you know when the next one opens, or discuss running it in-house.
Module facts
- Module ID
- HAM-QM-S-03
- Discipline
- Quality Management
- Part of tracks
- Management System Manager
Case organisation
All modules share one company
Each module enters the company at a particular point in its history and finds it as that history has left it.
Northstar Integrated Services AG is a group headquartered in Zurich, operating in six European countries, with about 1,350 employees at the end of 2025. It provides digital operations platforms and managed operational services to regulated organisations in healthcare, the public sector and industrial services. Founded in 2008 as a field-operations firm serving business customers, it had about twenty-five employees when its first regulated customer, a hospital group, required documented decisions, named accountability and evidence on request. It moved into the platform business in 2016 and in 2024 acquired an operating business in Poland and the Czech Republic, whose legal entity continues inside the group.
Linked registers
Organisation and people, roles, risks, objectives, policies, documents and records, communications, findings, audits and reviews, interested parties, processes
Records, not summaries
The evidence sits in the registers and documents where a real organisation would keep it.
A history
The company has a timeline from 2008, so a structure can be examined before and after it changed.
More than one legal entity
A Swiss parent company and an acquired subsidiary in Poland and the Czech Republic, with customers in several jurisdictions
Why it matters
Judgement develops on material that is incomplete and partly contradictory, as it is in practice. Northstar is built that way on purpose. Because modules enter its history at different points, a governance structure can be seen while it is built, when it is outgrown and when it is rebuilt.
Delivery & dates
How this module reaches you
Delivered live online, combining conceptual framing, discussion, case work and direct interaction with the trainer. In-house and contextualised delivery is available on request.
No public run is scheduled at the moment. Most modules run on request as well as on the public calendar, so tell us the timing you need.
Want this module scheduled?
We will tell you when the next run is scheduled, or run this module in-house with your own case material.
Not sure it is the right module?
Describe your context in a short message and we will tell you honestly.