Operations
The service has three tiers. Every delivery is still bespoke.
Productising a service usually starts with the price card and stops there, which is the one place it produces no margin at all.
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Market analysis
Nobody cancelled. A fifth of the base stopped ordering.
In businesses without contracts, customers rarely leave. They just order less often, and the metric that should catch it does…
Operations
The firm hired two juniors. The seniors got busier.
Adding capacity below the bottleneck rarely relieves it: why junior hires often make senior people busier before they make them…
Pricing
The catalogue has 4,000 lines. Customers know the price of nine.
Most businesses are judged on a fraction of their price list, and most manage every line as though it were…
Operations
The job was delivered on time. It came back twice.
Rework rarely shows up as a cost. It shows up as a hiring request, a lengthening lead time, and a…
Operations
The enquiry came in on Tuesday. The quote went out on Friday.
Three days feels like nothing from the inside; from the buyer's side it is often the whole decision, and capacity…
Pricing
The scope is in writing. The changes are all verbal.
Jobs quoted at thirty per cent margin routinely deliver at half that, and nobody in the business can name the…
Pricing
The average job makes 40%. Almost none of them do.
A blended gross margin can be perfectly accurate and still describe a business that does not exist. What matters is…
Growth strategy
The new product is in every rep’s bag. It is 2% of the pipeline.
A launch can clear every product hurdle and still stall in the one place nobody modelled: the finite hours of…
Operations
The new hire started in March. Output fell until June.
Adding a person to a stretched team subtracts capacity before it adds any, and the depth of that dip is…
Take it further
This is the general pattern. Your business is the specific case.
Everything here is free to read with an account, and always will be. What it cannot do is tell you which of these applies to your numbers, your market and your constraints. That is the work we do with clients.