The customer at the centre, responsibility made clear.
We have supported the Estonian Health Insurance Fund and the Ministry of Social Affairs on their journey to a service-based organisation. We help you avoid the well-known pitfalls and find your own way.
Let’s discuss your journey
3years
the Health Insurance Fund’s journey to service-based management
8portfolios
in the Health Insurance Fund’s new structure instead of the previous 12 departments
Service-based management
How we support you.
Every organisation’s journey is different. We start from why the change is needed and move step by step.
01
Planning the change
Setting the goals, launching a service management working group and choosing pilot services to test the new approach before a wider roll-out.
02
Roles and structure
Clarifying the roles, responsibilities and cooperation of service owners, portfolio managers and heads of department.
03
Core teams
Creating and supporting service core teams so that they work towards shared goals across the service life cycle.
04
Development process
Distinguishing service and project goals, preliminary analysis and evaluating results as part of the development process.
05
Metrics
A system of metrics that helps manage the service every day, not just report at the end of the year.
06
Developing service owners
Coaching, supervision and service management game cards that help service owners grow into their role.
Client stories
Changes we have made together.
Our clients share their journey themselves: what prompted the change, what worked and what they would do differently.
Estonian Health Insurance Fund · Service-based management
3years
From a process-based organisation to a service-based one, where every service has a clear owner across the whole chain.
Read the story
Eesti Loto · Organisation
5steps
From a half-century-old company with pyramid management to an organisation managed by products.
Read the story
Team
Who supports you.
Service-based management consultant and coach Monika Prits, together with partners experienced in managing services and products at Telia and elsewhere.
