This workshop covers principles and approaches to measure the success and performance of services. It shares a practical, actionable way to guide service creation, delivery and improvement.

It shares the service measurement approach we wish all teams could access, whether they’re learning and discovering, delivering, operating, improving, or leading. Whether the service is powered by AI and other technologies, or is still mostly human and paper-based.

It reflects how teams and organisations shifting to a service-oriented approach are using measurement and performance indicators to define what good looks like. We teach an approach that helps teams focus, divide work, and decide which problems to solve or research or which opportunities to pursue. It gives teams practical focus and a language to communicate with the wider organisation.

This interactive workshop provides examples, tools, and details, and answers key questions about service measurement. It follows the approach outlined in the best-selling book The Service Organisation.

You’ll see how others have tackled the challenges of moving from what is currently measured to often more insightful, shared views of performance. Whether you want to deliver better for your users or customers, achieve better results for your organisation, or improve outcomes in line with your mission or policy intent.

We’ve seen the enormous impact agreed objective measures of value and results can have on clarity and cohesion. Which is why we’ve developed this workshop for individuals, teams and organisations. 

Who should attend

This workshop is designed for practitioners and individual contributors across any profession - product management, design, research, technology, operations, strategy or policy.

Our goal is for everyone to leave with a clear understanding of how to define service success and the skills to put it into practice with teams.

It’s also suitable for people interested in how organisations report and monitor performance, particularly when the organisation's mission is achieved primarily through its services. This makes it suitable for program managers, project managers, and others who contribute to how an organisation understands its performance.

Format

This is a full two-hour workshop taught online by Kate Tarling, author of The Service Organisation. In addition to teaching, it includes interactive discussions and a short breakout session that allows you to tailor the context to explore relatable measurement problems and opportunities.

Upcoming public workshops

The next workshop is March 30, 2027

Live-taught two-hour online session via Zoom from 2- 4 pm BST (UK time). Tickets are available now via Eventbrite.

contact@theserviceorg.com‍ ‍

How to Define and Measure Service Success Masterclass

What it covers

Defining success and performance for end-to-end services, as well as the activities, products, technologies and capabilities they're made of

Measuring the performance of services to guide how to create, lead and continuously improve them

How service measurement relates to reporting, benchmarking and team objectives

What people are saying

  • 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

  • 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

  • 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

  • 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

  • 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