Frequently asked questions

Every service is fixed price, with scope defined up front. Standard terms are 50% on start and 50% on completion. You will know what is included before work begins.

The work is designed for New Zealand and Australian SMEs, usually around 20 to 200 staff, where customer experience is being impacted by process friction. It is most useful when leadership is ready to make practical changes.

If the issue is narrow and you need fast clarity, start with a Sprint Audit. If the picture is unclear across one or two core processes, start with a Health Diagnostic. If you already know what needs fixing, Rapid Process Improvement may be the best first step.

You will get a direct answer. If another approach is better, we will say so and point you to the best next step. The goal is a useful outcome, not forcing a project that does not fit.

No. The focus is process diagnosis, redesign, and governance. If software changes are needed, recommendations are included, but software build and configuration are not part of delivery.

Both. Delivery can be onsite, remote, or hybrid depending on the engagement and where observation access is strongest. The priority is seeing real work clearly so recommendations are evidence-based.

Typical ranges are one day for a Sprint Audit, one to two weeks for a Health Diagnostic, three to six weeks for Rapid Process Improvement, and two to three weeks for Governance Setup. Advisory retainers run monthly.

Usually very little. We need access to the relevant people, visibility of the process in action, and any existing documentation or customer feedback you already hold. Preparation is lightweight by design.