A simple operations dashboard for any service business
You do not need many charts. A handful of numbers, tied to actions, helps a manager run the day and the week.
Operations
6 articles
Scaling a service team without losing quality
Growth tends to break what worked at a smaller size. These are the places to strengthen before the volume arrives.
Map a process in one day: a workshop guide
You can understand and improve a process in a single day with the right people in the room and a wall of sticky notes.
Standard operating procedures people actually use
Most procedure manuals sit unread. A good procedure is short, specific and written with the people who do the work.
Service levels that teams actually keep
A service level is a promise. Set it too tight and people stop believing it; set it too loose and it means nothing.
Request to resolution: designing a service flow people can follow
Every service business has a path from a customer asking for something to the work being finished. A clear flow makes it faster and easier to manage.