Decision
Accept a non-standard request
Owner
Delivery lead
Consult
Sales and finance
Seek approval when
Timing or margin falls outside the agreed range
01 / OPERATIONS
Make the business
work as a whole.
As a business grows, decisions, handoffs and information can become harder to manage. We help clarify responsibilities, improve workflows and give the team a practical plan for running the business.
Begin an inquiryWhere does good work get stuck?
A process may look clear on paper but still depend on one person remembering every exception. We look at who makes each decision, what information they need and who handles problems between teams.
ILLUSTRATIVE FORMAT · NOT CLIENT WORK
Who decides, made explicit.
A short table can clarify who decides and when approval is needed. The example below shows the format; it is not client work.
Decision
Change an onboarding step
Owner
Operations lead
Consult
Customer support
Seek approval when
The change affects contract terms
Decision
Introduce a new team tool
Owner
Department lead
Consult
Operations and IT
Seek approval when
Data access or permissions change
THE WORK AND DELIVERABLES
An operating plan the team can use.
Understand the current process
Map how work moves, where it slows down and which decisions depend on other people.
Current workflow and recurring problems
Clarify responsibilities
Define who owns each step, who can decide and when an issue needs another level of approval.
Responsibilities, decision authority and handoff standards
Track progress
Choose a small set of useful business measures and agree how the team will review them.
Priority action plan and business review schedule
We agree the specific work and deliverables before the project begins.
WHERE TO START
Start with one recurring problem.
Describe a recurring problem: who is involved, where work slows down and which decision keeps coming back. This helps us define the question and the work needed.
Begin an inquiryILLUSTRATIVE SCENARIO · NOT A CLIENT CASE
A growing company needs sales, delivery and support to bring on new customers. The work starts by clarifying handoffs, responsibilities and the conditions for moving to the next step.
LET’S TALK
What would you like
to work on?
Tell us what you want to achieve, what is getting in the way and why it matters now.
Begin an inquiry We review each inquiry to understand the need and whether we can help.