Small on purpose.
Strict on purpose.
One specialist, a few projects at a time. A real quality standard cannot survive onboarding everyone.
Every project passes three gates.
In order, no exceptions. A project that cannot clear one does not reach the next.
Scope
One thread, one named problem, one definition of done. If this is not the right fit, you hear that in the first reply.
Build
Days, not months. You see it running on your real data before anything is final, and you can kill it there.
Run
Hosting, monitoring, fixes and updates stay with the person who built it. You always know who to reach.
Seven business days, day by day.
From signed briefing to the first answered call. A phone agent build, my most common project.
The briefing intake.
One structured document, about twenty questions, 30 to 45 minutes whenever it suits your day. The signed scope comes back the same working day.
What you hold on go-live day.
Four items, all in writing, none of them a scheduled training session.
Admin dashboard access
Live call feed, full transcripts, booking and escalation logs, and a knowledge base you edit yourself.
15-minute recorded walkthrough
A private link instead of a training appointment. Rewatchable when a new colleague joins the desk.
Two checkpoint reviews
Written, on day 3 and day 7 after launch. Edge cases highlighted, every adjustment documented.
30-day support window
Email reply within one hour during business hours, faster on any flagged production issue.
Nothing here is improvised.
The same gates, the same week, the same handover, on every build. What changes between projects is the problem, not the path taken through it.
Not answering live calls by the end of day 7? The setup costs you nothing.
No partial billing, no "almost there" negotiation. The clock starts the day the briefing is signed, on every build, at every tier.
One caveat: calendar credentials are needed on day 1. If they arrive late, the clock pauses by the same amount.