How to Define and Measure Service Success - online workshop

This workshop covers the service measurement approach we wish all teams had access to, whether they’re learning and discovering, delivering, operating, improving or leading.

It reflects how teams and organisations shifting to a service-oriented approach are approaching measurement, and how they use this approach to divide up the work, decide which problems to solve and opportunities to pursue, and guide how best to do so.

This interactive workshop is designed to provide examples, tools and details and to answer important questions about measurement. It works in conjunction with the approach outlined in The Service Organization book.

You’ll see how others have dealt with the challenges of moving from how things are currently measured, to what should be measured if you want to achieve better for your users or customers, better results for your organisation and better outcomes in terms of your mission or policy intent.

We’ve observed the enormous impact that a set of agreed objective measures about value and results can have on stakeholders and the wider organisation. 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, technology, operations, strategy or policy.

Our goal is for everyone to come away with an understanding of how to define service success and the knowledge to put it into practice with teams.

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

What it covers

1. Defining success and performance for services (and what they're comprised of), including value, outcomes and efficiency
2. Measuring the performance of services to guide how to create, lead and continuously improve them
3. Developing the shared views and dealing with the trade-offs that measurement brings to light
4. How service measurement relates to reporting

Format

This is a full two-hour workshop online. In addition to teaching, it includes interactive discussion and a short breakout session that allows you to tailor the context to explore relatable measurement problems and opportunities.

Who is teaching?

This workshop will be personally taught by Kate Tarling, founder of The Service Org Group

Will it be recorded?

The session will not be recorded. Copies of materials used will be sent to attendees for their personal use.

Cancellation policy

You can cancel for any reason and receive a full refund up to 14 days prior to the event. After that, it is too late for a refund, but you are free to ask us to register a substitute in your place.