Private, public, and voluntary organisations all provide services we either like to consume or require to lead a fulfilling and healthy life. As such, well-functioning service organisations are central to a productive and positive society.

A central premise of this book is that, over time, customers come to negatively view service organisations. We have found, time and again, the failure to bring people together to achieve the purpose the organisation has been set up to accomplish is the reason customers of service organisations hold this negative view.

This book is about establishing leadership designed to liberate people and organisations from stultifying systems and structures. It is about eliminating the waste caused by unclear objectives, arbitrary use of power, and the excessive levels of activity and effort found in many organisations.

In short, we help progressive leaders understand and treat systemic causes of poor customer and employee experiences, unproductive activity, and unnecessary operational expense. What results is a productive and positively viewed organisation, that is better for customers, better for the organisation, and better for you and your colleagues.

We offer guidance, using award-winning practical methods and leadership tools based upon a coherent and integrated theory of organisational behaviour underpinned by over 25 years of research and application in the field.

The purpose of this book is to help you, as a progressive leader, to positively change your service organisation for the benefit of all.