Every industry is becoming a service industry. Every government is a service provider.
Many organisations don’t understand their services or how they perform. They deliver as an org structure, rather than as a service provider organised to deliver results for customers and for the business.
The opportunity cost is huge.
We work with leading companies, governments, and global institutions. We can help you change how you work and what you can achieve.
What we do
We were established to share and develop approaches and techniques that help companies, governments, and institutions organise the work, teams, and leadership required for more successful service delivery as a whole.
From outputs to outcomes and results
Moving from directorates and projects working separately, to practices that solve the most valuable customer and organisational problems and make the most of opportunities.
Holistic approach for whole service delivery
We have a unified view of service which spans strategy, policy, operations, digital, technology, product, design, comms and marketing. We truly understand the value and challenges of each of these and the role they play. Our work is to ensure that all parts of the organisation work together cohesively, effectively and efficiently.
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”
The Service Org Workshops
We offer service org briefings for executive and senior leadership teams and boards. These are designed to help leaders understand the changes needed in strategy, the big picture, culture, decision-making and governance, teams, leadership behaviours and accountabilities, how we learn, and how we deliver.
We deliver workshops for leadership to support planning, as well as for teams and individual contributors to learn the practices and techniques for successful whole service design and delivery.
Our goal is to work with you to support current and future success by developing the know-how to deliver services well, while creating the culture, strategy and environment that puts services, and their success, at the heart of the organisation.
Our workshops and masterclasses are advanced, yet jargon-free, so you can bring your whole team regardless of discipline or professional background.
The Service Org Engagements
We engage with all levels of the organisation and across disciplines, from frontline staff and leadership to strategists, policymakers, and technologists. We include how governance and decision-making work, how decisions are made about what work to do and how it's delivered, how teams are formed and how work is divided up. This helps us to understand the dynamics of your organisation and how to bring greater alignment.
Initial assessment or discovery
We can carry out rapid evaluations of how well supported the organisation and teams are to deliver services successfully and the challenges to address: How well does your org understand its services and their performance? How well does it use this context for strategy, decision-making, and organising work and teams for learning and delivery? What already works well? Where are opportunities to radically improve value and results?
Leadership briefings and planning workshop
We deliver briefings to help leadership understand the changes needed and workshops to support leadership decisions on the right approach, planning where and how to drive change, and the necessary actions to get there.
Our extensive experience helps you steer a course that’s most likely to deliver the greatest value and impact, accelerating what can otherwise take months or years, while effectively tackling the challenges along the way.
Training
We offer training for your teams, managers, leaders, and individual contributors to support changes in how they lead and manage services, collaborate effectively, solve valuable problems, and make the most of opportunities.
Ongoing advisory and coaching
We believe in supporting you just enough so you can do the work yourselves. Where needed, we can provide ongoing advisory and coaching to support transformation.
The role of corporate functions
Corporate functions can play a critical role in enabling an organisation to deliver better services. This includes finance, HR, marketing, and comms. We have considerable experience working with leaders and teams in these areas on practices and techniques to best support and influence the services the wider organisation delivers.
