How to fix broken systems - Kate Tarling (CEO, The Service Group)

About this episode

Kate Tarling discusses delivering great services in complex organizations and the role of product people in service-oriented work.

Kate Tarling — consultant, trainer, and author of The Service Organization — joins Lily and Randy to discuss what it takes to deliver great services inside large, complex organizations. The conversation covers the distinction between products and services, why transformation so often stalls, how to make the business case for change using existing investment, and how product people can contribute to, and benefit from, a more service-oriented way of working. This episode is brought to you by Ma...

People in this episode

Hosts: Lily, Randy

Guest: Kate Tarling

Topics covered

• service delivery
• organizational transformation
• business case for change
• product vs service
• service-oriented working

Keywords

• service delivery
• organizational transformation
• business case
• product management
• service-oriented

Mentioned in this episode

Organizations: The Service Group

Books & works: The Service Organization

More episodes of The Product Experience

• How to get the most out of product coaching - Lily Smith (Managing Director, BBC Maestro) and Randy Silver (Product and Leadership Coach) · June 10, 2026 · 34 min
• How to lead when you don't fit in - Dave Martin (CPO, Fractional) · June 3, 2026 · 43 min
• Why you're not falling behind on AI - Barry O'Reilly (Author, Artificial Organizations) · May 27, 2026 · 48 min
• How PMs can win with open source - Dan Ciruli (Product Leader, Nutanix) · May 20, 2026 · 42 min
• What I learned from unbuilding products and systems in the Public Sector - Ayushi Roy (Product Leader) · May 13, 2026 · 44 min
• Everything you need to know about product messaging— Diane Wiredu (B2B, SaaS, Marketing, leader) · May 6, 2026 · 41 min