The Service Organization
How organisations need to change, in their structures and leadership, to deliver services that work. Written from experience inside large public and private organisations.
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Author of The Service Organization, writing about how large organisations need to change to deliver good services.
One of the first dedicated service design consultancies, founded in London in 2001, with studios in Europe and South America and a long record of published thinking.
A guide to using service design inside organisations, aimed at people who need to make the case for it as much as do it.
Co-author of Service Design: From Insight to Implementation, host of the Power of Ten podcast, and a writer on design at many scales.
Professor of service design at Köln International School of Design since 1995 and founding president of the Service Design Network.
The community for service, interaction and content designers working in and around the UK government, coordinated through the GOV.UK Service Manual.