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This report documents a strategy for developing client focussed services at Northern Melbourne Institute of TAFE. The project was initiated in response to national policies which have directed Institutes to become client focussed in the delivery of programs and services. The purpose of the project is to recognise the validity of the statement that the development of a client focussed organisation starts inside the organisation. This document is the final report of the project. The report is divided into two parts. The first part describes the processes used to develop client focussed services at the Institute. The second part contains the resources that were developed as a major part of the project.