For service and knowledge-work organisations
Take the pain out of getting things done
Complexity builds up, and work gets harder. We help you unravel it so that great performance becomes easier and more predictable.
1Diagnose2Redesign and align3Deliver and sustain
70+
organisations
2,000+
teams
20+
years
20–40%
typical rise in productivity
Sound familiar?
Why it happens
Whether an organisation is growing fast or long established, its processes, structures, systems, teams and offices grow up separately, and layers build up over the years. There is no single, clear way of working. Work stalls at the handoffs between functions, decisions slow down and move up the hierarchy, and customers feel it. Productivity falls, costs rise, and results depend on who steps in.
For leaders, that means firefighting and chasing instead of managing, and being the one awake at night worrying about the big contract, the cash and the growth plan. You may already have tried adding people, cost or a new system. The underlying problem stayed.
Capable people should not have to fight the organisation to get things done. Heroes are for the big moments, not for holding the everyday together. The way organisations are managed needs to be updated for the way work is done today, not thrown away.
Why Expertivity
We understand, and we have done this before
We know how hard it is to see, let alone fix, how work really flows across an organisation, and why adding people or systems rarely solves it. For more than twenty years we have worked inside a wide variety of service and knowledge-work functions and organisations, simplifying how the work runs and putting in place the routines that keep it simple.
Expertivity brought a sense of calm, a can-do attitude and the fortitude to navigate their way through high-pressured situations. They are good at simplifying very complex matters, understanding personalities and navigating change.
Marie Killeen, retired General Manager, Office of the National Director for Strategic Planning and Transformation, HSE
We were involved with Expertivity in a major change management programme to reduce costs by 30%. As part of the solution Expertivity embedded their ServiceForce operations management system to help manage capacity and deliver improved efficiencies. Put simply, they delivered the required results.
Celine Singleton, former COO, Rabobank
Our approach
How we work with you
On the work, not on the sidelines
We work alongside your teams on the real work, and bring 20 years of experience to show where it stalls and what will fix it.
We carry the load, your team takes the credit
We take responsibility for making the changes work, and build them into how your teams work every day, so the gains are theirs and they last.
Results you can count on
We agree the measures before we start and track them throughout, so you see the gains in your own figures, not ours.
The plan
Three steps to an organisation that gets things done
1. Diagnose
We start from the problems that cause you the most pain and explore where getting things done really breaks down. If you want a more general diagnosis, the free Business Execution Canvas® Diagnostic gives you a check-up.
2. Redesign and align
Simplify how the work runs, and agree priorities, handoffs and decisions across teams and functions with Structured Collaboration.
3. Deliver and sustain
Put it into practice on your own work, with people, software or AI from our partners where you need them, and build the changes into how your teams work every day.
We focus on what’s hurting most. Every change is worked out with the people who will run it. You can start small, on one problem, and see measurable results before committing to more.
In Ireland, government co-funding may cover much of the cost. See how funding works →
Who this is for
Who we work with
A good fit
- You lead a modern organisation, growing fast or long established: as CEO or managing director, COO, head of operations, CTO or CFO.
- Work stalls at the handoffs, decisions move up the hierarchy, and results depend on who steps in.
- You have tried adding people, cost or a new system, and the underlying problem stayed.
- You want changes that are built into how your teams work every day, so they last.
Not the right fit
- You want a report for the shelf, not changes in how the work runs.
- You want cuts done to your teams rather than with them.
- You want new software installed before the process behind it is fixed.
- You are looking for a training course on its own. Our courses are on structuredcollaboration.com.
Where we help
Three areas, one way of working
Operational excellence for the modern organisation
Demand and capacity management, process ownership and continuous improvement. Start with a pilot on a real problem, then scale what works.
Structured Collaboration
A practical way to manage the work that crosses teams and functions: priorities, handoffs, decisions and accountability.
Reducing complexity
Simpler processes and lean digital transformation that remove what slows your people down. Fix the process before you digitise it.
If nothing changes
The cost of standing still
- Growth is blocked by processes that do not scale.
- You add headcount just to stand still.
- Your best people burn out or leave.
- Customers wait, and go elsewhere.
- Every new system or hire adds complexity.
- Everything still depends on a few heroes.
What success looks like
An organisation that runs reliably
- It is easier to get things done, and faster.
- Performance is predictable and reliable: better quality, faster service and more output from the same people, typically 20–40%.
- Teams and offices work one clear way, and collaborate across the joins.
- Fewer manual steps, workarounds and handoffs, and lower cost.
- The improvements are part of how your teams work every day, and the credit is theirs.
- You have room to grow without adding complexity.
From firefighting and relying on heroes, to leading an organisation that runs reliably and keeps getting better.
What changed for our clients
- Insurance: capacity up more than 25% and value-added work up 15%, with better customer service levels.
- Global banking: operating costs down more than 30%, delivered 15% under budget and ahead of deadline.
- Public sector shared services: work in process down 37% and effective capacity up 22%, with a daily lean management system built on ServiceForce, now CollabForce365.
Tell us where it hurts, and we’ll help you fix it for good.
Book a free 30-minute call to talk through where things get stuck.
Structured Collaboration
Collaboration by design, not by default
Many organisations name collaboration as a value. Few manage it as a capability. Structured Collaboration gives teams a shared way to align priorities, manage interdependencies and resolve friction across boundaries.
The book
Who Designed Your Organisation?
By Alex McDonnell. A practical blueprint for building an organisation that works right first time.
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