Business Processes That Hold Without Constant Supervision.
Most operational problems are process problems pretending to be people problems. We diagnose how work actually flows, redesign the processes that are breaking, and stay until the new way of working is holding.
Process diagnostic from $3K - full process redesign engagement from $6K
The Same Operational Problems Keep Coming Back.
When processes are not designed, they evolve. They evolve to accommodate the team that built them, the founder who runs them, and the workarounds that have accumulated over time. The result looks like a working process - but is fragile in ways that show up at the worst moments.
The same mistakes happen across different team members - because there is no documented standard for how it should be done.
Decisions slow down because no one is clear who owns what part of the process.
Onboarding takes weeks because so much of how the work gets done lives in one or two people's heads.
Critical processes break the moment a key person is on leave - because nothing was designed to survive their absence.
Quality is inconsistent because every person does the work slightly differently.
The founder is still pulled into operational decisions that should never reach them.
What a Process Design Engagement Actually Does.
Every engagement starts with diagnosis, moves through design, and ends with implementation. Each step has concrete deliverables.
Diagnose How Work Actually Flows
We observe the real process, not the one in the slide deck. We map handoffs, identify decision points, and find where the process is silently breaking. The diagnosis is the foundation everything else builds on.
Redesign the Critical Processes
We redesign the 3-6 highest-impact processes so they work consistently without supervision. The new design accounts for handoffs, exceptions, ownership, and how new team members will pick it up.
Build the Documentation That Sticks
Each redesigned process gets a one-page SOP in the format your team will actually use. No bloated documents that nobody opens - just the minimum information needed to follow the process correctly.
Implement and Adopt
We run the new process alongside the old one until it is holding. We train the team, adjust based on real-world friction, and stay until the new way is the default - not the exception.
When Process Design Is the Right Engagement.
Growing SMEs (20-100 employees)
Past the founder-can-touch-everything stage. Things keep slipping despite competent people. The processes have not kept up with the headcount.
Post-funding startups
Capital deployed into headcount, but the operational layer was never designed. Now you need processes that scale before you hire the next round.
Services businesses
Agencies, consultancies, IT services firms where client delivery quality depends on consistent execution. Process design is what makes delivery predictable.
The Engagement, Step by Step.
Every engagement follows this structure. The timing shifts based on scope but the sequence does not change.
Diagnostic (Week 1)
We spend the first week understanding how the business actually runs. Interviews, observation, document review. We identify the 3-6 highest-leverage processes to redesign.
Design (Weeks 2-3)
We redesign each priority process - handoffs, ownership, decision rights, exceptions. We review the designs with the team before building anything.
Implementation (Weeks 4-6)
We build the documentation, configure any tools needed, and roll out to the team. The old process and new process run in parallel until the new one is holding.
Review and Handover (Week 7+)
We check in after 30 days to verify the process is holding. We adjust where reality has diverged from design. We hand over only when the system is working without us.