Transform Your Service Delivery Outcomes

Our Service Delivery Management approach delivers a blueprint for differentiating your organisation from other providers so you can attract the right fit clients and provide exceptional quality.

Want to translate program goals into impactful support?

We help senior managers reduce:

Inconsistent Delivery

We’ll create standardised processes, ensuring consistent quality across the board and your clients will experience excellence every time.

Admin Overwhelm

By streamlining systems to take care of repetitive tasks and admin, we’ll help you free up time so you can focus on delivering exceptional outcomes.

Marketing Blindspots

We’ll help you articulate your unique features, making your services a standout choice for clients.

Lack of Cohesive 
Program Culture

We go beyond processes to help you foster a shared purpose and nurture a culture where everyone rallies behind your mission.

High Occurrence of Non-Compliances

Our approach includes compliance audits and tailored solutions. This means less time worrying about regulations and guidance to keep you on track.

Our Process

  • We dive deep into your team’s goals, opportunities and challenges. No cookie-cutter solutions — just tailored strategies for your unique needs.

  • Together, we develop a service framework that reflects your organisation’s values, professional practice and target clients.

  • We empower you to communicate your service design effectively for alignment and buy-in across the organisation.

  • Quality assurance is woven into the fabric of our process. We measure impact, ensuring your culture evolves in the right direction.

By improving your service delivery model you can:

Reclaim Your
Precious Time

Say goodbye to the daily firefighting and unclear priorities. We’ll work to streamline processes, freeing you up to focus on strategic leadership.

Attract & Retain
Top Talent

A well-designed service delivery model becomes a magnet for skilled professionals. Build a team that shares your vision and drives impact.

Replace Chaos
with Clarity

Our tailored framework identifies where your systems need an upgrade and provides a clear path forward, ensuring every effort aligns with your goals.

Boost Efficiency,
Cut Costs

This isn’t just theory; it’s about real-world savings. Efficient processes mean more resources where they matter most.

What others are saying about us…

  • “Gudrun is a phenomenal business coach and I can confidently say that her guidance has been a game-changer for my company.”

    A.B. – Business Owner

  • “I’m really thrilled! Gudrun has supported Mercy Care in developing a unique service model and pillars of practice, this has shaped our governance and approach to what we want to be known for.”

    Natasha C. – General Manager, Mercy Care

  • “Our organisation has benefitted immensely from Gudrun’s expertise. We’re on the right path with solid rationale and foundations, without which we would still be in the woods and unable to see the trees.”

    Charity C. – former CEO
    K Farmer Dutjahn Foundation

  • “Thank you for being a strong advocate on behalf of people with disability, for whom this Quality System was set up in the first place.”

    A.R. – Quality Assurance Manager

  • “Gudrun provided an objective and effective view and counsel which gave me as the new CEO the confidence to drive our strategy at a board level.”

    Thomas Griffiths – CEO, K Farmer Dutjahn Foundation

  • “Thanks Gudrun. I love your ongoing passion for quality services and business solutions; and your ability to get to the crux of matters.”

    Senior Manager – Not-For-Profit

Our Expertise

In 2023, with decades of experience in the commercial and not-for-profit sector, Gudrun Gilles launched The MARQ Group to bring service design and strategic management to the human and community services sector to equip providers with the tools to amplify their impact.

Gudrun’s comprehensive reviews of quality and delivery across 200 disability and psychosocial services revealed common gaps and opportunities. Observing the same pattern across 30 out-of-home care facilities, she recognised the need for evidence-based foundations, supportive cultures and well-researched practice frameworks.

Whether you need strategic guidance or have a project in mind, we’re here to help.

Want to work together?

  • Service Management is a comprehensive approach to transforming service design and delivery. It's not just about theory; it's a practical framework that aligns your organisation's goals with user needs so you can create and provide impactful services.

  • By streamlining processes and pinpointing priorities we can free up your time from administrative tasks and endless busywork. You'll focus on strategic leadership and impactful improvements.

  • A well-designed service model becomes a magnet for skilled professionals who share your vision. Talent retention improves significantly.

  • It's a simple 3-step process:

    1. Book a Discovery Call: Get in touch to discuss your current challenges and future goals.

    2. Co-Design Time: Once we’ve determined that we’re a good fit, we’ll lock in a time to start shaping your new service model.

    3. Leadership and Implementation Training: Following an in-depth discovery and strategy phase it’s time to roll out the plan across your team.

  • Yes! Efficient, streamlined processes and strategically planned services lead to cost savings. Service Management ensures you're not just spending resources but investing them wisely.

  • Strategic service design and management provides a common understanding of what teams are building. It aligns isolated teams, helping them see the end-to-end offering they provide to users.

  • Yes, we can improve existing services or create new ones from scratch because our approach is adaptable.

  • Strategic service design and management provides decision-makers with a clear understanding of a project's magnitude giving stakeholders an overview on how changes impact the entire service.