Questions we get asked
If yours is not here, email us — we answer questions whether or not there is an engagement at the end of it.
Engagements
How long does a typical engagement take?
Most projects run three to eight weeks. A single SOP set or an incident taxonomy is usually two to three weeks. A full operational review with implementation support runs closer to eight.
We deliberately avoid engagements that run beyond a quarter, because the longer a project runs the more likely it is to become a permanent fixture rather than a finished deliverable.
How are engagements priced?
Fixed price per agreed deliverable, quoted in writing after the diagnostic session. No day rates and no time-and-materials billing.
Larger pieces of work are split into separately-priced stages so you can stop after any stage without renegotiating.
Do you require a retainer?
No. Ongoing support is available if you want it, priced monthly, cancellable with thirty days' notice. Most clients do not take it — the point of the engagement is that you no longer need us.
What happens if the scope changes mid-engagement?
We stop, re-quote, and continue only once you have agreed the revised scope. We do not absorb scope creep silently and then bill for it at the end.
Can you work alongside our existing consultancy?
Sometimes, but we will say if we think the split creates more coordination cost than value. Two consultancies documenting the same process differently is worse than one doing it properly.
Working with us
Do you work with teams smaller than ten people?
Yes — roughly half our clients are between six and fifteen people. Small teams get the most value because a single undocumented process can consume an entire role.
Do you work remotely or on site?
Both. Diagnostic sessions and observation work happen where the work happens, which for logistics clients usually means a depot or warehouse. Document drafting and reviews are done remotely.
What do you need from us to start?
One decision-maker available for the diagnostic session, two hours of the delivery team's time in the first week, and read access to whatever already exists — however messy.
Do you implement, or only advise?
We draft and implement alongside your team. Handing over a strategy deck and leaving is the failure mode we are explicitly trying to avoid.
Will you sign an NDA?
Yes, routinely. We can work to your template or provide ours. We are also happy to keep client names out of case studies, which is why most of the ones on this site are anonymised.
Do you have professional indemnity insurance?
Yes. A copy of the certificate is available on request during contracting.
Deliverables
What format are deliverables in?
Editable source files — documents, spreadsheets and diagrams in the format your team already uses. We do not deliver locked PDFs or proprietary formats you cannot edit without us.
Who owns the documents you produce?
You do, outright, on final payment. There is no licence, no attribution requirement and no restriction on reuse.
What if the documentation goes out of date?
Every deliverable includes a review cycle and a named owner, so revision is a scheduled task rather than a project. Keeping a one-page SOP current takes minutes; rebuilding it from scratch takes weeks.
Do you provide training?
We walk the team through each deliverable at handover, which takes about an hour. Formal training programmes are outside our remit, though we will point you at people who do that well.
Still have a question?
Email us. We answer within one working day, whether or not there is an engagement in it for us.