Business Operations as a Service
Diagrams | Matrices | Thinkers
Provides businesses with the tools and expertise they need to optimize their operations.
Organisations outsource common business operations to a trusted third-party provider so that they can focus on activities that will move the needle within the specialized domain of expertise.
Context
Marketplace
Playbook
Identify a target market with repetitive business processes that could benefit from outsourcing and automation. Financial services, insurance, tech companies, and other industries with data-heavy operations are good candidates.
Develop a proprietary technology platform that can:
- Break down complex processes into discrete steps
- Integrate AI, automation tools, and human workers seamlessly
- Provide a user-friendly interface for clients to delegate tasks
- Offer robust security and compliance features
Build a global workforce of skilled contractors:
- Recruit workers with diverse skill sets, including specialists and PhDs
- Implement a tiered structure (e.g. agents, specialists, partners)
- Offer equity or partnership opportunities to top performers
- Provide training and clear paths for advancement
Create a pricing model based on outcomes rather than hourly rates:
- Charge per task completed or milestone achieved
- Align incentives with clients to drive efficiency and quality
Develop expertise in process optimization:
- Analyze client workflows to identify inefficiencies
- Continuously look for opportunities to automate steps
- Balance human and AI capabilities for optimal results
Implement strong data security and compliance measures:
- Obtain relevant certifications (e.g. SOC 2, GDPR, HIPAA)
- Use secure infrastructure and access controls
- Train workers on data handling best practices
Foster a culture of ownership and innovation:
- Empower workers to make decisions and suggest improvements
- Encourage entrepreneurial thinking and problem-solving
- Align incentives through equity and performance-based compensation
Focus on building long-term client relationships:
- Embed deeply with client operations
- Continuously adapt services to evolving client needs
- Demonstrate measurable ROI and strategic value
Invest in AI and automation capabilities:
- Develop or acquire cutting-edge AI tools
- Create a library of pre-built automations
- Continuously improve AI models through human-in-the-loop training
Scale strategically:
- Start with a core offering and expand services over time
- Consider creating specialized divisions for different industries or functions
- Look for opportunities to turn internal capabilities into new product lines
Maintain a lean, agile structure:
- Minimize overhead and fixed costs
- Leverage remote work and global talent pools
- Stay adaptable to changing market conditions