The Service Organization Demystified / Kate Tarling / Episode #181
1726 次观看 · 2023-08-03
设计思维
Imagine not just designing one service... But shaping your entire organisation so that it keeps improving the services it offers, continiously.
Yes, it's a much bigger challenge, yet the reward of creating a highly service-oriented organisation is immeasurable.
But let's be real, redesigning an entire organization isn't a task for the faint-hearted. You're tinkering with an established system that has steered the company for years, propelling it to where it is today.
In my view, we don't have a real choice though. How much longer can we design services that eventually fall short of their potential due to organizational roadblocks?
Continuing this way not only wastes time and money but also breeds frustration. Your hard work might not have the desired impact, causing doubt to loom over service design's legitimacy as a field with stakeholders.
They say that you eat an elephant one spoon at a time. In our context, if the elephant is the challenge of reshaping our organization to be more service-centric, where do you start?
Enter "The Service Organisation," a freshly published book. It's making waves in our community for a reason, and I couldn't resist inviting the author, Kate Tarling, to share her insights on the Show.
It turned into a great conversation about how decisions are made, funds allocated, and workflows orchestrated within an organization. If you're keen on doing good service design, at scale, this episode is your golden ticket.
For me, Kate's insights are once again a testament to the monumental effect seemingly simple actions can have.
Enjoy and keep making a positive impact :)
- Marc
[ 1. GUIDE 📺 ]
00:00 Welcome to episode 181
04:30 Who is Kate
05:30 Lightning Round
09:45 The reason behind the book
17:00 Leadership
18:15 Soccer Analogy
22:15 What the book centers on
23:30 Practical tools examples
26:30 Understanding the word "service"
29:15 Transforming the organization
32:45 The role responsible for funding
40:00 The Gap
43:00 What's missing
46:00 Why it's an integral part
48:00 Questions that arose
50:15 Examples of Operating Models
53:15 Closing Thoughts
55:00 Kate's Book
[ 2. LINKS 🔗 ]
* https://www.linkedin.com/in/kate-tarling-6b43b19/
* The Service Organization by Kate Tarling (Kate's Book) - http://theserviceorg.com
* Recoding America by Jennifer Pahlka (Recommended Book) - https://www.recodingamerica.us/
[ 3. NEXT STEP 💪 ]
Looking for more? We've got you covered.
Click the link below to join the Service Design Show community.
https://servicedesignshow.com/subscribe/
You'll get access to inspiring stories and practical advice that helps to level up your service design career!
Yes, it's a much bigger challenge, yet the reward of creating a highly service-oriented organisation is immeasurable.
But let's be real, redesigning an entire organization isn't a task for the faint-hearted. You're tinkering with an established system that has steered the company for years, propelling it to where it is today.
In my view, we don't have a real choice though. How much longer can we design services that eventually fall short of their potential due to organizational roadblocks?
Continuing this way not only wastes time and money but also breeds frustration. Your hard work might not have the desired impact, causing doubt to loom over service design's legitimacy as a field with stakeholders.
They say that you eat an elephant one spoon at a time. In our context, if the elephant is the challenge of reshaping our organization to be more service-centric, where do you start?
Enter "The Service Organisation," a freshly published book. It's making waves in our community for a reason, and I couldn't resist inviting the author, Kate Tarling, to share her insights on the Show.
It turned into a great conversation about how decisions are made, funds allocated, and workflows orchestrated within an organization. If you're keen on doing good service design, at scale, this episode is your golden ticket.
For me, Kate's insights are once again a testament to the monumental effect seemingly simple actions can have.
Enjoy and keep making a positive impact :)
- Marc
[ 1. GUIDE 📺 ]
00:00 Welcome to episode 181
04:30 Who is Kate
05:30 Lightning Round
09:45 The reason behind the book
17:00 Leadership
18:15 Soccer Analogy
22:15 What the book centers on
23:30 Practical tools examples
26:30 Understanding the word "service"
29:15 Transforming the organization
32:45 The role responsible for funding
40:00 The Gap
43:00 What's missing
46:00 Why it's an integral part
48:00 Questions that arose
50:15 Examples of Operating Models
53:15 Closing Thoughts
55:00 Kate's Book
[ 2. LINKS 🔗 ]
* https://www.linkedin.com/in/kate-tarling-6b43b19/
* The Service Organization by Kate Tarling (Kate's Book) - http://theserviceorg.com
* Recoding America by Jennifer Pahlka (Recommended Book) - https://www.recodingamerica.us/
[ 3. NEXT STEP 💪 ]
Looking for more? We've got you covered.
Click the link below to join the Service Design Show community.
https://servicedesignshow.com/subscribe/
You'll get access to inspiring stories and practical advice that helps to level up your service design career!