What you receive
Documents, systems and routines you keep.
By stage
Start
Grid Session
- A one-page Grid Snapshot with your top three priority areas
Stage 01
Diagnostic
- Diagnostic Report
- Operating Grid Scorecard (30 cells, scored 0–4)
- Current-state maps of priority processes
- Prioritised improvement roadmap
- Read-out session with leadership
Stage 02
Design
- Future-state process maps
- Roles and responsibilities (RACI)
- Approval and decision-rights matrix
- Business Rules Register
- KPI Framework and management rhythm
- Systems requirements and integration map
- Implementation plan
Stage 03
Install
- Client Operating Manual
- SOP library and policies
- Configured and connected systems
- Dashboards
- Trained owners and users
- Go-live and adoption report
Stage 04
Operate & Improve
- Quarterly Grid Scorecard
- Operating review pack
- Updated Operating Manual
- Improvement backlog
The Client Operating Manual
The flagship deliverable from Install: one practical reference for how your business is supposed to run.
Kept short, stored where your team works, and updated whenever a process changes.
Part 1
The business
- Business overview
- Operating model on the Grid
- Organisation and roles
Part 2
How work runs
- Core process maps
- Standard operating procedures
- Business rules
- Policies
Part 3
How it is controlled
- Decision rights and approval limits
- Key controls
- Escalation procedures
Part 4
What runs it
- Systems and integrations
- Where each record lives
- User guides
Part 5
How it is reviewed
- KPIs and definitions
- Dashboards
- Management meetings and reporting calendar
- Continuous improvement and review calendar
The Monday after Kianduma leaves
What should still be true, without us in the room.
Everyone knows what they own
Named owners for every function, with written decision rights.
Work follows a written process
SOPs for the work that repeats, kept where people can find them.
Approvals don't wait for the founder
Limits and delegates are clear, so decisions happen without you.
The numbers arrive on their own
Dashboards update from the systems, not from someone's weekend.
The week has a rhythm
Standing reviews with an agenda, the right numbers and recorded actions.
Change is managed
When something changes, the Manual and the process change with it.
How you know it worked
All 30 Operating Grid cells are scored 0–4 before and after, so improvement is measured, not asserted. The KPIs agreed in Design are tracked on your dashboards.
- 0AbsentNobody owns it and nothing is defined.
- 1Person-dependentIt works because a specific person holds it in their head.
- 2DefinedIt is written down and people know what to do.
- 3SystemisedIt runs through tools, with records, not memory.
- 4MeasuredIt is reviewed on a rhythm and improved from the numbers.
Next step
Your business should not need you for everything.
Ready to see how your business is really running? A Grid Session maps all 30 cells in one working conversation.