The know how and support you need to deliver successful services
The most successful service providers are changing how they operate their people-and-technology run services. We’ll help you do this too.
Our founder and team have led and coached whole service delivery, design and change at some of the largest and most impactful companies in the service industry and governments globally. We can support you to transform how you work and the outcomes you can get.
What we do
We were set up to help companies on their path to be more human and service oriented. This means learning and taking what works on the outside (for customers, users and outcomes), and using this to transform how it works on the inside - the technology, products, teams, design, decision making and habits. We work with the service industry, governments and other service providing organisations.
We've published a book that includes many case studies of organisations now using service oriented approaches. Most didn’t start out like this. The companies we work with usually aren’t organised for end to end service delivery at all. Some don’t know what their products or services are. They exist as teams in silos, rather than well designed and run services.
The Service Org Group was created to strengthen, amplify and power you and your teams, to help more of the whole organisation work together to get the outcomes you can.
Testimonials
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Your insights on service leadership and design were seriously eye-opening. Colleagues couldn't stop talking about it afterward. The way you explained what makes a great service organization, backed up with those fantastic examples, really got us all thinking. Thanks again for sharing your expertise and inspiring us!
Jasmine Bouchard, Assistant Deputy Minister, User Experience and Engagement, Library and Archives Canada, Government of Canada
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Kate's insightful talk captivated over 100 colleagues across the organisation. Often when you are head down running at pace it can be the most valuable time to take a look sideways and listen to what others have learnt. It was inspiring to delve into different approaches to collaboratively improve our services for customers and uses. A great and thought-provoking session.
Jeanette Clement, Head of Design at EE, BT Group plc
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The talk was hands down the best I've been to. I loved how your presentation was to the point and you opened up the floor for conversations to happen.
Suliman Khan, Senior UX Consultant
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Your expertise and passion for the subject matter truly shone through, and it was a privilege to have the opportunity to learn from your extensive knowledge. I was particularly impressed by the clarity and organisation of your ideas. The insights and perspectives you shared have undoubtedly expanded the teams understanding of the topic and provided me with valuable takeaways that I can apply in my own work
Ben Howes, Operations Director
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Thanks for the insightful presentation. Also big kudos for the book. Would have loved to have it already four years ago, when kicking-off the transformation of a large in-house service unit.
Isabell, Service Design Lead
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Great talk today by the legend that is Kate Tarling on how service design, a product mindset and user centred design can be successful in big organisations.
Conor Ward, Director of Design, EE, BT & Plusnet
The must-read guide
The best-selling book The Service Organization was written by founder Kate Tarling.
“Probably the most useful book I’ve read in my 25 year career”
“An essential guide for leaders”
“Kate Tarling has named, explained and offered properly practical and realistic solutions for a long, long list of problems that people have to grapple with in all manner of organisations”
Practical courses
We help leaders and teams develop the skills and knowledge they need to deliver better services, and to create the culture that delivers better services. We equip you with the tools and guidance to be able to steer your own organisation to more successful services by default. Our courses are advanced, yet jargon-free, so you can bring your whole team regardless of discipline or professional background.
Advisory, consultancy and coaching
Teams and individuals often need ongoing support to help organise teams and work around services. We work with everyone involved, including leadership, operations, policy or strategy, digital and technology, and corporate services, to help them be more effective at working together to transform their organisations.
Through extensive experience and diagnostic skills we help steer a course that’s most likely to result in the greatest value and impact, accelerating what can otherwise take months or years, while anticipating and resolving challenges along the way.
Get in touch to talk about which option is best for you, or to discuss a more custom option for your organisation.
