The NY Times has an article on “social design” or bringing designers together with social scientists to improve organizational problems; in this case excessive time off by government workers. 

It seems to me that the application discussed might better be called organizational design, but it has significant implications to service, so as the Times suggested it might be called service design as well, another reminder that in service product cannot be separated from process.

http://www.nytimes.com/2009/05/25/fashion/25iht-design25.html?_r=1&hpw