How do you lead and deliver successful services, sustainably? 

All organizations are becoming service organizations. But most weren’t built to deliver services successfully end-to-end, and the human, operational and financial impacts are abundantly clear. 

In the digital era the stakes are even higher, given how rapidly services change. Yet default working practices (governance, planning, funding, leadership, reporting, programme and team structures) inside large organizations haven't changed. Rather than modernize just one service at a time, it's the underlying organizational conditions that need to be transformed — anything less is futile.

Kate Tarling has written the must-read guide: The Service Organization, which came out in February 2023. In a recent member call, Kate introduced the book and we also talked about the future of service organizations.

Below you’ll find my highlights from the call and at the end you can lean back and enjoy the recording.