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Steve Hastings
Creator of the Outside-In Service Diagnostic™
I help organisations understand why their services don’t perform the way they were designed.
Operational Diagnostics | Service Performance | Customer Experience
Trusted by 130+ organisations including major banks, global manufacturers, government agencies and ASX-listed companies.
Understanding how services actually operate in the real world — and where operational improvements can be made.
Why Services Often Don’t Perform the Way They Were Designed
Most organisations design their services carefully.
But over time the real operational experience often diverges from the original design.
Customers encounter unnecessary steps.
Staff develop workarounds.
Systems and processes fall out of alignment.
The result is a gap between:
• Intended service design
• Actual operational behaviour
• Customer experience
Understanding that gap is often the first step toward improving operational performance.
An Outside-In Perspective
Most organisations design services from the inside out.
Processes are created to suit internal teams, systems and organisational structures.
But customers experience those services from the outside in.
Examining services from an outside-in perspective often reveals operational friction that is otherwise difficult to see from within the organisation.
The Outside-In Service Diagnostic™
I analyse organisational services using a structured diagnostic approach that examines four perspectives.
Customer Experience
How customers actually experience the service.
Operational Reality
What staff and systems actually do in practice.
Process Design
How the service was originally intended to operate.
Alignment Gap
Where real-world service delivery diverges from the intended design.
Understanding this alignment gap is often the first step toward improving operational performance.
How I Help Organisations
Operational Diagnostics
Helping organisations understand how their services and operations actually perform in practice.
Identify where operational complexity, process gaps and service failures occur.
Transformation & Program Support
Senior business analysis support for complex transformation initiatives.
Including operational analysis, business requirements development, process mapping and stakeholder engagement.
Senior Business Analyst Capability
Operational improvement and enterprise business analysis across complex organisations.
Supporting transformation programs, service redesign and operational performance initiatives.
Experience Across 130+ Organisations
Over three decades I have supported organisations across Australia, Singapore and the United Kingdom.
Clients have included major banks, global manufacturers, government agencies and ASX-listed companies.
Selected organisations include:
Commonwealth Bank
National Australia Bank
ANZ Banking Group
Telstra
Australia Post
BHP
Rio Tinto
Toyota Motor Corporation Australia
Cochlear
Jacobs Engineering
Myer
Nestlé
Shell
Bunnings
Federal Court of Australia
Bureau of Meteorology
Industries
Energy & Utilities
Government & Public Sector
Banking & Financial Services
Insurance
Transport & Logistics
Manufacturing & Industrial
Mining & Resources
Retail & Consumer Goods
Healthcare & Medical
Engineering & Construction
Technology & Telecommunications
Let’s Talk
If your organisation is experiencing operational complexity or service performance challenges, I would be pleased to talk.
Steve Hastings
Melbourne, Australia
P +61 417359846
E sjh@maralan.com.au
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