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Illustrative case study — demonstration only
Novus Tell Travel · Travel
Making delivery independent of the founder
This is an illustrative scenario for demonstration. It does not describe work delivered for Novus Tell Travel and makes no claims about the organisation.
- 01
Before
A founder-led travel business where every itinerary and supplier decision passed through one person.
The founder could not step away. Staff waited for answers; customers waited for staff.
- 02
Diagnosis
Delivery and People had no owners, no documented workflow and no decision rights.
- Delivery × Owner. Work stalls whenever the founder is unavailable.
- Delivery × Process. Every job is done differently depending on who does it.
- People × Owner. Everyone reports to the founder.
- People × Rules. Decisions wait because nobody knows who can approve them.
- Delivery × Dashboard & Rhythm. Nobody knows what is late until the customer complains.
- 03
Intervention
Named owners per stage, documented itinerary workflows and an approval matrix. - 04
Deliverables
- RACI for delivery stages
- Itinerary workflow SOPs
- Approval matrix
- Task workflow configuration
- Daily work-in-progress view
- 05
Technology
- Task and workflow tool
- Microsoft 365
- Approval rules
- Daily work-in-progress view
Confirmed bookings create delivery tasks automatically, with status visible to the whole team.
- 06
Adoption
Consultants run itineraries end to end. The founder approves exceptions, not every step. - 07
Measurement
Illustrative. These are the measures that would be tracked; figures are published only once verified and approved by the client.
- Illustrative: Decisions needing the founder
- Baseline set at Diagnostic to Tracked monthly after go-live
- Illustrative: Time to onboard a new consultant
- Baseline set at Diagnostic to Tracked monthly after go-live
- 08
Evidence
This is an illustrative scenario. Evidence (client sign-off, before-and-after Grid Scorecard and system reports) will be published here once a verified engagement is approved by the client.