We provide new thinking for progressive leaders to create productive, positively viewed service organisations

Reconceive: Better for customers | Better for the organisation | Better for you


Give every customer exceptional service at less cost

Learn what creates value for customers by understanding their circumstances, needs, and issues

Service customers by the most effective means wherever they interact with the organisation

Get it right for the customer the first time by designing services that are adaptable and responsive

Reduce operational expense and increase service capacity by removing failure demand and unproductive activity (cost)

Deliver technology that complements human activity, enhances cognitive processes, automates simple and repetitive tasks, and further improves productive work


Build capability to enable people to work productively

Ensure everybody has clarity about what they do, how well they are working, as an individual and as part of a team, and how they work together

Ensure managers at all levels are able, and seen, to add value to their team members

Create, sustain and improve productive social cohesion to enable people to work productively to their potential

Build a structure that recognises work complexity to ensure everyone works on the right work, has the right authority, the right capability, and demonstrates positive behaviour

Establish leading measures that help understand how well work achieves the purpose the organisation has been set up to accomplish


Create positive behaviour and a productive culture

Continuously and systematically seek to understand how people experience their work, their leaders, their colleagues, and the organisation

Understand and change the shared mythologies underpinning existing organisational culture

Ensure that all working relationships: hierarchical and lateral, are clearly understood and productive

Consistently use positive leadership behaviour and symbolism to to create, maintain, and improve the culture of a group of people

Form a positive and productive culture at all levels through every single interaction

Our unique approach is receiving recognition more broadly within the service industry, with one of our clients, WorkCover Queensland, winning the ‘Australian Service Excellence Award: Customer Service Project of the Year’ for continuous improvement from the Customer Service Institute of Australia (CSIA).


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