Services and Pricing
Five services. Every one designed for a New Zealand or Australian SME that knows something is not working but does not have the time, internal capability, or budget for a traditional consulting engagement.
All offers at a glance
Pick the one that fits. Every engagement is fixed price. 50% on start, 50% on completion. No surprises.
CX Sprint Audit
A one-day deep dive into one process.
CX Process Health Diagnostic
A full diagnostic of one or two core processes.
Rapid Process Improvement
One broken process, completely redesigned.
Governance and Sustainability Setup
For when processes keep sliding back.
Advisory Retainer
Ongoing access to an operational thinking partner.
Pricing overview
| Service | What it is | Duration | Price (NZD) |
|---|---|---|---|
| CX Sprint Audit | A one-day deep dive into one process. | 1 day | $800 |
| CX Process Health Diagnostic | A full diagnostic of one or two core processes. | 1-2 weeks | $1,800-$3,000 |
| Rapid Process Improvement | One broken process, completely redesigned. | 3-6 weeks | $5,000-$12,000 |
| Governance and Sustainability Setup | For when processes keep sliding back. | 2-3 weeks | $2,500-$4,500 |
| Advisory Retainer | Ongoing access to an operational thinking partner. | Monthly | $500-$1,000/month |
Who this is for
Small enough that the owner still feels the pain. Large enough that the processes have real complexity.
Past the startup phase where everything changes too fast for structured improvement.
Nobody sat down and designed how work flows. It just happened.
You can point to specific pain: customer complaints, staff turnover, things taking too long.
Who this is not for
Where the product is code, not process.
No stable processes to improve yet.
Lean and Six Sigma already serve this market well.
Where customer experience is not a differentiator.
CX Sprint Audit
A one-day deep dive into one process.
About this service
You know a process is frustrating your customers but you do not have a clear picture of what is actually happening. You want an expert to look at it and tell you the truth, fast, without a big consulting bill.
When to use it
- A prospective client is curious but not ready to commit to a full diagnostic.
- The problem seems contained to one specific process.
- You want to demonstrate the value of structured diagnosis before proposing something larger.
What you get
- A structured observation of one process, typically 4-6 hours on site or via screen share.
- A process map showing the real flow: handoffs, rework points, and customer pain points.
- A one-page summary report delivered within 48 hours: what is happening, the three biggest opportunities, and what it would take to fix them.
- A clear recommendation: either the issues are simple enough to fix yourself, or the next logical step is a full diagnostic.
Models used
What we need from you
- Someone who knows the process needs to walk us through it (1-2 hours).
- Access to observe real customer interactions or walk through the system.
- No preparation required beyond clearing the time.
When another option may be better
If this service is not the best starting point, we will tell you what to do instead.
- If the issue spans multiple parts of the business, a full diagnostic will usually give better value than a one-day audit.
- If the risk is high or the situation is complex, a deeper diagnostic is the safer starting point.
- If the priority is immediate implementation, this audit can still help scope the work but may not be the fastest path on its own.
How success is measured
- The client can answer: what is actually happening in this process, what are the three biggest problems, and what should I do next?
CX Process Health Diagnostic
A full diagnostic of one or two core processes.
About this service
Something is wrong but the picture is not clear. Customers are unhappy, costs are creeping up, the team is frustrated, or things keep going wrong in ways nobody predicted. You need an independent, evidence-based diagnosis that tells you exactly what is happening, why, and what to do about it.
When to use it
- The client has operational pain but no clear diagnosis.
- Previous improvement efforts have not worked out and nobody is sure why.
- The client needs an independent view before committing real resources.
- As a precursor to a Rapid Process Improvement engagement.
What you get
- Stakeholder interviews with leadership and frontline staff (who often tell very different stories).
- Process observation: seeing how work actually happens, not how it is documented.
- A full process map of the priority process showing handoffs, rework, customer pain points, and dual effort dynamics.
- A Process Health Diagnostic score with Health Patterns identified.
- An Opportunity Matrix showing improvement opportunities ranked by impact, effort, and readiness.
- An Operational Readiness Profile snapshot so you know what your business is genuinely ready to take on.
- A diagnostic report with clear, evidence-based recommendations and a recommended next step.
Models used
What we need from you
- Access to key stakeholders and frontline staff for interviews and observation.
- Existing process documentation, performance data, and customer feedback where available.
- A sponsor who can make decisions based on the findings.
- Typical time from the client: 4-6 hours of interviews and walkthroughs across the engagement.
When another option may be better
If this service is not the best starting point, we will tell you what to do instead.
- If you already have clear agreement on what is broken and what needs to change, moving straight to improvement delivery may be more useful.
- If the process is in active crisis, short-term stabilisation should come first, then this diagnostic can follow.
- If the immediate need is hands-on implementation, this engagement is still helpful for clarity but may not be the first step.
- If the issue is small and obvious, a Sprint Audit is often a simpler and more cost-effective start.
How success is measured
- The client can answer: which processes are unhealthy and in what way, what are the root causes, what should we do next and in what order, and what is our genuine readiness to act?
Rapid Process Improvement
One broken process, completely redesigned.
About this service
A specific process is broken and it is costing you customers, money, or team morale. You need it redesigned, documented, and actually working properly - not just a report telling you what is wrong, but the thing itself, fixed.
When to use it
- A single process or small process cluster needs fixing and needs it within weeks.
- The client has a committed sponsor and a realistic timeline.
- The scope is clear and contained.
- There is a measurable baseline to compare against.
What you get
- Everything in the Diagnostic, completed as the first phase of the work.
- A future-state process design co-created with the people who actually do the work.
- Before-and-after process maps so you can see exactly what changed.
- A Dual Effort assessment showing where customer effort and employee effort have been reduced.
- A documented SOP for the new process, written so someone new could follow it.
- Basic governance: a named owner with real authority, a performance rhythm, and a way to capture and fix exceptions.
- A simple measurement framework with a baseline so you can prove the improvement.
- Team training: the people operating the new process know why it changed and how to work it.
- A benefits summary: what improved, by how much, with evidence.
Models used
What we need from you
- A named sponsor who can make decisions and remove obstacles.
- A process owner or champion who participates throughout (typically 2-4 hours per week).
- Access to frontline staff for observation and co-design sessions.
- Willingness to make decisions quickly. The compressed timeline does not allow for extended consultation.
When another option may be better
If this service is not the best starting point, we will tell you what to do instead.
- If the challenge spans the whole business, a broader diagnostic and prioritisation step will usually work better first.
- If a process owner cannot be assigned, it is worth establishing ownership first so changes can stick.
- If there is no baseline yet, we can help define one first because measurement is key to proving improvement.
- If foundational readiness gaps are significant, addressing those first usually leads to better and more sustainable results.
How success is measured
- The new process is operating as designed under real workload.
- There is measurable reduction in customer effort, employee effort, or both.
- The process owner can operate and maintain the process without ongoing help.
- Basic governance is in place and functioning.
- The client can point to the numbers and say "that improved."
Governance and Sustainability Setup
For when processes keep sliding back.
About this service
You have already improved things. Maybe we helped, maybe someone else did, maybe you did it yourself. But the improvements are not sticking. Within months, old habits creep back, performance slides, and you are back where you started. The process was fixed but the system around it was not.
When to use it
- After any process improvement work to lock in sustainability.
- When a business has a history of improvements that faded within months.
- When ownership is unclear or nobody is having the right conversations.
- As a standalone engagement for a business that already has sound processes but weak governance.
What you get
- A governance diagnosis: who actually owns each target process, what happens when things go wrong, and why previous improvements faded.
- Designed Minimum Effective Governance for each process: a named owner with real decision rights, a recurring performance conversation that takes minutes not hours, and a lightweight way to capture and resolve exceptions.
- Process Vital Signs installed: a small set of early-warning measures that tell you the process is drifting before customers start complaining.
- A governance operating rhythm established, tested, and handed over.
- A sustainability checklist completed and accepted: the client knows what to do to keep things healthy.
Models used
What we need from you
- Leadership willing to assign real decision rights to process owners.
- Process owners who can participate in the design and testing of governance rhythms.
- Acceptance that governance means accountability, not just a document.
When another option may be better
If this service is not the best starting point, we will tell you what to do instead.
- If the process itself is still broken, process improvement first is usually the better sequence, then governance.
- If decision rights are not yet clear, clarifying ownership first will make governance setup more effective.
- If the goal is documentation only, this work is likely to underdeliver unless behaviour and accountability are included.
How success is measured
- Every target process has a named owner with actual decision rights.
- Performance conversations are happening to a defined rhythm.
- Exceptions are being captured, escalated, and resolved.
- Process Vital Signs are live and being reviewed.
- The client can describe how governance works in their own words.
Advisory Retainer
Ongoing access to an operational thinking partner.
About this service
You are running a business and making operational decisions every week. You do not need a full consulting team. You need someone who understands your context, challenges your thinking, and helps you make better decisions about processes, customers, and how work gets done.
When to use it
- A business owner or leader is driving operational change and wants a thinking partner.
- As a follow-on from a delivery engagement where the client wants continued access to support.
- When a client is not ready for a full engagement but could benefit from structured thinking support.
What you get
- Two structured advisory sessions per month (typically 60-90 minutes each). Working sessions focused on a specific operational challenge or decision.
- On-call access for time-sensitive questions between sessions. If something comes up and you need to talk it through, you can.
- Independent review of plans, proposals, and change approaches. Honest feedback, not just affirmation.
- Application of relevant TFLOS models and thinking tools to your real context.
- Periodic health checks using selected diagnostic tools where useful.
Models used
What we need from you
- A business owner or senior leader who wants independent thinking.
- Willingness to have honest, sometimes uncomfortable, conversations about what is really happening.
- Commitment to a regular rhythm. The value is in the continuity, not in one-off calls.
When another option may be better
If this service is not the best starting point, we will tell you what to do instead.
- If you need hands-on delivery rather than advisory support, a project-based engagement may be a better fit.
- If the goal is confirmation only, this format may feel uncomfortable because it is designed for honest challenge.
- If a regular cadence is difficult right now, a one-off engagement can be a better starting point.
How success is measured
- The client makes measurably better operational decisions.
- Improvement initiatives are better prioritised and more realistic about readiness.
- The client reports feeling better equipped to lead operational change.
- The relationship continues because the client sees ongoing value.
How they work together
The offers are designed as a logical sequence, but they are modular by design. Pick one or follow the path.
One day, one process, clear findings.
Full picture across one or two core processes.
Fixes the process end to end.
Makes sure it stays fixed.
Ongoing thinking support.
Not sure which offer fits?
Start with the Sprint Audit. It gives a rapid evidence baseline and the safest next decision.