Record 03.3
2025
Operating Model
Multi-site professional firm · Professional Firms
Three offices, one brand and three ways of working. The firm was losing recoverable hours in the hand-offs between them.
- −31%
- Hand-off delay (sample)
- 3 offices
- One intake path
- 10 weeks
- Programme length
Sample demonstration figures — not client data
A
Challenge
Work was routed by relationship rather than capacity, leaving one office overloaded and another idle in the same week.
Pricing was set locally, so identical mandates carried materially different fees.
B
Intervention
Mapped the end-to-end delivery path and measured queue time at every hand-off.
Introduced a shared intake and capacity view, with pricing floors and an escalation route for exceptions.
Rewrote role definitions so that each decision in the path had a named owner.
C
Outcome
Hand-off delay fell materially and utilisation levelled across the three offices.
Partners price from a common floor, with deviations recorded rather than assumed.
The firm did not need more people. It needed one route through the work.
Other records
03.1
Growth Reset
A founder-led group with nine service lines, flat profit and no agreement on where to invest next. We reduced the plan to four decisions.
03.2
Capital & Governance
Four assets, three funders and a board asked to approve capital cases it could not compare. We built one basis of evidence.