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Approach

Four steps. One owner on every line.

Every highlighted line goes the same way: received, organised, checked by a person, handed over. Each step names who owns it and what happens next. Here is one line from the sample week.

Seen from above, two hands mark up printed tables with a pen on a dark desk

Follow up Tuesday's leads

  1. ReceiveCaptured with its contextFrom the website form. Owner: the sales operations owner. Next: organise.
  2. OrganiseCRM record matched, history attachedAutomation does the repeatable steps. Next: human review.
  3. Human reviewThe owner checks the follow-upNext: hand over.The discount question stays yours
  4. HandoverFollow-up sent, CRM updatedNext action: Tuesday 10:00 (sample). Logged and reviewable.
One line, four steps, one owner. The decision came back to you.

Three parts, three jobs

People, AI. One owner.

  1. Human expertiseContext, judgement, review, exceptions and care.
  2. AI and automationThe repeatable steps, preparing information, coordination.
  3. AccountabilityA named owner, a defined scope, approval boundaries and work you can review.
  4. A managed business functionWith a clear scope, a responsible owner and agreed measures. The starting point is what needs doing, not a tool.

Output and outcome

Outputs we commit to. Outcomes depend on more.

We define commitments around what we can control. Results like sales growth also depend on your offer, pricing, decisions, market and team.

What we can commit to

  1. A processed request
  2. An updated CRM record
  3. A prepared report
  4. A documented escalation

What also depends on you

  1. Sales growthstays yours
  2. Your offer and your pricingstays yours
  3. Your decisions and your marketstays yours
  4. Your teamstays yours

Before a pilot

First, a scope on paper.

Ten things written down and agreed together first. None of them is signed yet; this is the list a real pilot would start from.

  1. Tasks included and excluded
  2. Workload, volume limits and coverage hours
  3. Systems, access and who provides what
  4. The service owner and your approval contacts
  5. What automation does and where review is required
  6. Service targets and how each is measured
  7. Quality checks, errors and escalation
  8. Reporting and the review rhythm
  9. Setup, commercial terms and scope changes
  10. Backup cover and handing the process back

Before your next hire.

Find out which business functions you could hand over before you hire for them. The Operations Assessment compares the ways to cover the work: responsibilities, boundaries, cost assumptions.

Get your Operations Assessment

Last line on the list

  1. Grow the business.stays yours

The one line we would never take off your list.