What we do What we do

Operating Model and Organisation Design

We design and implement operating frameworks that enables businesses to deliver outstanding customer experiences.

An operating model designed from lived experience 

Guided by your strategic intent, we analyse, design and implement operational and service models that improves efficiencies while delivering outstanding customer service.


Our collective experience means we live and breathe retail. We can help you develop frameworks or new ways of working that will optimise your business and take customer experience to new levels. 

Our expertise

We have experience in:

  • Operations and infrastructure analysis ​
  • Operations modelling and framework design​
  • Organisation design and structure​
  • Operating standards​
  • Customer service principles​
  • Customer service models​
  • Ways of working 

Our services

We offer:

  • Process mapping ​
  • Time in motion studies​
  • Business workshops​
  • Procedural writing and documentation​
  • Internal communications strategy and development​
  • Customer and team member insights and analysis  ​
  • Mystery shop reports and analysis