Fit → Map → Control → Pilot → Review → Operate
Start with one workflow. Measure before you expand.
A managed service starts with a defined queue—not a vague job description. Each stage clarifies the work, the retained decisions, the controls, and the evidence needed to continue.
Six controlled stages
Move from recurring friction to an operating decision.
Each stage produces something both teams can inspect. Expansion is an outcome of the review, not an assumption made at the start.
- 01
Fit
Choose one repeatable workflow and document volume, systems, required hours, and data sensitivity.
- 02
Map
Define the trigger, current path, RACI, approval limits, exceptions, and a usable baseline.
- 03
Control
Set access, scripts, SOPs, queue priorities, reporting, escalation, and continuity rules.
- 04
Pilot
Run the agreed workflow for a bounded period with named owners and a visible scorecard.
- 05
Review
Compare the agreed baseline and pilot period, including exceptions and client-side changes.
- 06
Operate
Continue, adjust, stop, or add work only when quality and control gates support the decision.
Required operating artifact
What the scope must define.
The proposal or statement of work should make the operating model testable before access is granted.
Scope
In-scope tasks, exclusions, triggers, and dependencies
Authority
RACI, approval limits, retained decisions, and escalation rules
Coverage
Exact hours, time zone, holiday calendar, and after-hours method
Access
Systems, roles, permitted data, and offboarding requirements
Measurement
Baseline, target definitions, quality checks, and review cadence
Change control
Commercial assumptions and rules for adding volume or scope
Measured review
Agree on the denominator before discussing the result.
A credible review names the baseline period, result period, sample, source, and any client-side change that affected the workflow. Plans and targets remain labeled as plans and targets.
Start with one workflow
Choose the queue that is ready to be mapped.
Bring the trigger, weekly volume, current systems, and the decisions your team must retain.