docs: Business Plan GBCM 2025-2028 consolidé - Vision métier, pricing, sections 01-13

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+# 8. OPERATIONS PLAN
+
+**Document**: Business Plan GBCM LLC 2025
+**Section**: 08 - Operations Plan
+**Version**: 2.0
+**Date**: October 2025
+**Pages**: 18
+
+---
+
+## 📋 TABLE DES MATIÈRES
+
+- [Vue d'Ensemble](#vue-densemble)
+- [Service Delivery Model](#service-delivery-model)
+- [Client Journey & Experience](#client-journey--experience)
+- [Quality Assurance Framework](#quality-assurance-framework)
+- [Technology Operations](#technology-operations)
+- [Capacity Planning & Scaling](#capacity-planning--scaling)
+- [Vendor & Partner Management](#vendor--partner-management)
+- [Legal & Compliance](#legal--compliance)
+- [Operational Metrics & KPIs](#operational-metrics--kpis)
+
+---
+
+## 🎯 VUE D'ENSEMBLE
+
+### Philosophie Opérationnelle
+
+GBCM LLC opère selon le principe **"Systematize to Scale"** - créer des processus répétables, mesurables, et améliorables qui permettent de livrer une expérience client exceptionnelle à 10× la capacité d'une firme traditionnelle.
+
+**Principes Fondamentaux**:
+
+1. **🔄 Process-Driven Excellence** - Documenter et optimiser chaque workflow
+2. **🤖 Technology-Enabled Delivery** - Automatiser 60% des interactions (vs 100% manuel)
+3. **📊 Data-Informed Decisions** - Mesurer tout, améliorer continuellement
+4. **🎯 Client-Centric Design** - Chaque processus commence par "Qu'est-ce que le client veut?"
+5. **⚖️ Balance: High-Touch + High-Tech** - Humain où ça compte, tech pour efficacité
+
+### Operational Model Overview
+
+```
+┌─────────────────────────────────────────────────┐
+│              CLIENT ACQUISITION                 │
+│   (Marketing → Sales → Contract - Section 7)    │
+└────────────────────┬────────────────────────────┘
+                     ↓
+┌─────────────────────────────────────────────────┐
+│              ONBOARDING (Week 1-2)              │
+│   Portal access → Assessment → Kickoff Call     │
+└────────────────────┬────────────────────────────┘
+                     ↓
+┌─────────────────────────────────────────────────┐
+│         ONGOING DELIVERY (Months 1-12)          │
+│  Workshops + Coaching + AI Support + Community  │
+└────────────────────┬────────────────────────────┘
+                     ↓
+┌─────────────────────────────────────────────────┐
+│         CLIENT SUCCESS & RENEWAL                │
+│  QBRs → Renewal conversation → Upsell/Retain    │
+└─────────────────────────────────────────────────┘
+```
+
+### Operational Capacity (Year 1)
+
+**Team Size**: 1 FTE (Founder) + 0.5 FTE (Virtual Assistant)
+
+**Client Capacity**:
+- **Without AI/Tech**: 15 clients max (traditional coaching model)
+- **With GBCM Platform**: 60 clients (4x capacity)
+  - 40 TRANSFORM clients (workshops + light coaching)
+  - 10 ADVISORY clients (intensive 1-on-1)
+  - 10 PLATFORM members (self-serve, minimal touch)
+
+**Hours Breakdown** (Founder, 50 hours/week):
+| Activity | Hours/Week | % Time | Clients Impacted |
+|----------|------------|--------|------------------|
+| **Client Delivery** | 25 | 50% | All |
+| - 1-on-1 Coaching | 10 | 20% | ADVISORY (10h) |
+| - Workshop Facilitation | 6 | 12% | TRANSFORM (2×3h) |
+| - Client Prep & Follow-up | 5 | 10% | All |
+| - Async Support (Slack, AI oversight) | 4 | 8% | All |
+| **Business Development** | 10 | 20% | Pipeline |
+| - Sales Calls | 5 | 10% | |
+| - Networking & Partnerships | 3 | 6% | |
+| - Content Creation | 2 | 4% | |
+| **Operations & Admin** | 8 | 16% | - |
+| - Team Management (VA) | 2 | 4% | |
+| - Finance & Reporting | 2 | 4% | |
+| - Platform Maintenance | 2 | 4% | |
+| - Planning & Strategy | 2 | 4% | |
+| **Learning & Development** | 4 | 8% | - |
+| **Buffer (Emergencies, Breaks)** | 3 | 6% | - |
+
+**Virtual Assistant (20 hours/week)**:
+- Email management & scheduling (5h)
+- Social media posting (5h)
+- Content repurposing (video editing, graphics) (5h)
+- Client support (portal questions, tech help) (3h)
+- Administrative tasks (invoicing, data entry) (2h)
+
+---
+
+## 🚀 SERVICE DELIVERY MODEL
+
+### TRANSFORM Programs Delivery
+
+#### Monthly Workshops (Group, 3 hours)
+
+**Format**: Virtual (Zoom) + Recordings
+
+**Schedule**: 2nd Tuesday of each month, 1pm-4pm ET
+
+**Attendees**: All TRANSFORM clients (Growth, Scale, Transform tiers)
+
+**Agenda Template**:
+```
+1:00-1:15 PM | WELCOME & CHECK-IN
+- Icebreaker question
+- Wins & challenges from last month
+- Set intentions for today
+
+1:15-2:30 PM | CORE TEACHING (75 min)
+- Framework introduction (Scale Framework dimension)
+- Case study / real-world example
+- Interactive exercise (breakout rooms)
+
+2:30-2:45 PM | BREAK
+
+2:45-3:30 PM | APPLICATION & Q&A (45 min)
+- Participants apply to their business (worksheets)
+- Group coaching (hot seats)
+- Peer feedback & accountability
+
+3:30-3:55 PM | ACTION PLANNING (25 min)
+- Each person commits to 1-3 actions
+- Share in chat + accountability partners
+- Preview next month's topic
+
+3:55-4:00 PM | CLOSE
+- Final questions
+- Reminder: Office hours (Thursday 10am)
+- Post-workshop survey
+```
+
+**Content Roadmap (12 Workshops/Year)**:
+
+| Month | Topic | Scale Framework Dimension |
+|-------|-------|---------------------------|
+| **Jan** | Vision & Strategy for 2026 | Leadership & Vision |
+| **Feb** | Building High-Performance Teams | Team & Culture |
+| **Mar** | Operations Excellence & Systems | Operations & Systems |
+| **Apr** | Financial Mastery for CEOs | Financial Management |
+| **May** | Sales & Marketing Alignment | Sales & Marketing |
+| **Jun** | Product/Service Excellence | Product/Service |
+| **Jul** | Customer Experience Design | Customer Experience |
+| **Aug** | Innovation & Adaptability | Innovation |
+| **Sep** | Q4 Planning & Goal-Setting | Leadership & Vision |
+| **Oct** | Scaling Your Team (Hiring) | Team & Culture |
+| **Nov** | Cash Flow & Profitability | Financial Management |
+| **Dec** | Year in Review + 2027 Vision | All Dimensions |
+
+**Workshop Preparation** (Coach - 5 hours/workshop):
+- Content creation: 2 hours (slides, exercises, handouts)
+- Rehearsal: 1 hour (first time), 0.5 hours (repeat)
+- Tech setup & materials upload: 0.5 hours
+- Pre-workshop email (agenda, prep work): 0.5 hours
+- Post-workshop follow-up (recording, action items, survey): 1 hour
+
+**Workshop Delivery** (Coach - 3 hours):
+- Live facilitation: 3 hours
+- (Recording auto-uploads, VA handles editing/distribution)
+
+**Technology**:
+- Platform: Zoom Webinar (up to 500 attendees)
+- Engagement: Miro (collaborative whiteboard), Mentimeter (polls)
+- Recording: Auto to cloud → VA downloads → Upload to GBCM Hub
+- Materials: Slides (PDF), Workbook (Notion page), Templates (Google Sheets)
+
+**Expected Outcomes**:
+- Attendance rate: 60% live, 30% watch recording (90% total engagement)
+- Satisfaction score: 4.5/5 average
+- Action completion: 70% of participants implement ≥1 action
+
+#### 1-on-1 Coaching Sessions (TRANSFORM Scale & ADVISORY)
+
+**TRANSFORM Scale**: 2 hours/month (24 hours/year)
+**ADVISORY**: 6-12 hours/month (72-144 hours/year)
+
+**Session Format** (60 min standard):
+```
+0:00-0:05 | CHECK-IN
+- How are you? (personal + professional)
+- Progress since last session
+- What's top of mind today?
+
+0:05-0:40 | DEEP DIVE (35 min)
+- Explore primary challenge/opportunity
+- Apply frameworks (Scale, DTC, SLS)
+- Coach asks powerful questions:
+  - "What have you tried?"
+  - "What's really at stake here?"
+  - "If you had no constraints, what would you do?"
+  - "What's the first step?"
+
+0:40-0:55 | ACTION PLANNING (15 min)
+- Summarize insights
+- Client commits to 2-3 specific actions
+- Set accountability (coach follows up via AI/Slack)
+- Schedule next session
+
+0:55-1:00 | ADMIN
+- Review upcoming deadlines/events
+- Any questions about platform/resources?
+- Close
+```
+
+**Session Preparation**:
+- Coach reviews previous notes (5 min)
+- Checks client's platform activity (AI summary) (5 min)
+- Prepares 2-3 discussion topics (10 min)
+- **Total prep**: 20 min/session
+
+**Post-Session**:
+- Coach logs notes in CRM (10 min)
+- AI Coach sends summary email to client (auto)
+- Accountability reminders scheduled (auto)
+- **Total follow-up**: 10 min
+
+**Scheduling**:
+- Clients book via Calendly (self-serve)
+- Recurring sessions (e.g., 1st Monday of month, 10am)
+- 24-hour cancellation policy (or forfeit session)
+
+**Technology**:
+- Video: Zoom (same link for all sessions)
+- Notes: Notion (client-specific page, coach + client access)
+- Recording: Optional (client consent required)
+- Transcription: Otter.ai (auto-generates action items)
+
+#### AI Success Coach™ (24/7 Async Support)
+
+**Purpose**: Handle 60% of client questions without human intervention.
+
+**Usage Scenarios**:
+1. **Quick Questions**: "What's the ideal sales comp plan for my industry?"
+2. **Resource Navigation**: "Find me the template for OKR tracking"
+3. **Accountability**: "Did I hit my goals this week?" (checks data)
+4. **Learning**: "Explain the concept of LTV:CAC ratio"
+5. **Encouragement**: "Feeling stuck, need motivation"
+
+**Response Time**: <5 seconds (AI), <4 hours (escalated to human)
+
+**Quality Control**:
+- Coach reviews 10% of AI conversations weekly (random sample)
+- Clients can rate AI responses (👍/👎)
+- Low-rated responses flagged for retraining
+
+**Volume Expectation**:
+- Year 1: 30 clients × 40 messages/month = 1,200 messages/month
+- Year 3: 180 clients × 50 messages/month = 9,000 messages/month
+
+**Human Escalation Triggers**:
+- AI confidence <70%
+- Client explicitly requests human ("I need to talk to Gregory")
+- Sensitive topics (crisis, ethical dilemmas, complex financials)
+- Escalation rate: 15% of messages
+
+#### Community & Peer Learning
+
+**Platform**: Circle.so or Mighty Networks ($99/month)
+
+**Structure**:
+- **Main Feed**: General discussions, wins, questions
+- **Topic Channels**:
+  - #scaling-strategies
+  - #leadership-development
+  - #digital-transformation
+  - #hiring-team
+  - #sales-marketing
+- **Regional Channels**: (Year 2+) #nyc, #sf, #toronto
+- **Events**:
+  - Monthly "Wins Wednesday" (celebrate client successes)
+  - Quarterly virtual happy hour (networking)
+  - Annual in-person summit (Year 2+)
+
+**Moderation**:
+- Founder posts 3x/week (spark discussions)
+- VA monitors daily (answers questions, enforces guidelines)
+- Clients encouraged to help each other (peer coaching)
+
+**Engagement Target**: 40% of clients active weekly
+
+---
+
+## 🎨 CLIENT JOURNEY & EXPERIENCE
+
+### End-to-End Client Lifecycle
+
+#### Phase 1: Onboarding (Week 1-2)
+
+**Goal**: Set clients up for success, build excitement, clarify expectations.
+
+**Day 1 (Contract Signed)**:
+- **Auto-email**: Welcome! Here's what happens next
+- **Action**: Check email for portal access link
+- **Content**:
+  - Login credentials (secure, password reset required)
+  - Onboarding checklist (Notion page)
+  - Welcome video from founder (2 min, personal)
+
+**Day 2**:
+- **Auto-email**: Complete your Scale Framework Assessment
+- **Action**: 15-minute online assessment
+- **Output**: Personalized scorecard + 90-day roadmap (AI-generated)
+
+**Day 3-4**:
+- **Human outreach**: Founder sends personalized Loom video
+  - "Hi [Name], watched your assessment results. Excited to work on [specific area]. Here's what I'm thinking..."
+- **Action**: Reply with questions/thoughts
+
+**Day 5 (Kickoff Call - 60 min)**:
+- **Agenda**:
+  1. Get to know each other (personal connection)
+  2. Review assessment results together
+  3. Set SMART goals (90-day, 6-month, 12-month)
+  4. Walk through platform (features tour)
+  5. Schedule first 3 sessions (book recurring)
+  6. Answer all questions
+
+- **Deliverable**: Custom 90-Day Success Plan (Google Doc, shared access)
+
+**Day 7**:
+- **First Touchpoint**: Attend workshop OR join community intro thread
+- **Check-in**: VA sends "How's it going?" email
+- **Feedback**: "Any issues accessing the platform? Questions?"
+
+**Day 14 (End of Onboarding)**:
+- **Milestone**: First 1-on-1 coaching session
+- **Survey**: "Onboarding experience feedback" (3 questions)
+- **Status**: Client now in "Active Delivery" phase
+
+**Success Metrics**:
+- Onboarding completion rate: 95%
+- Platform login within 7 days: 100%
+- First session attendance: 90%
+- Satisfaction score: 4.7/5
+
+#### Phase 2: Active Delivery (Months 1-12)
+
+**Monthly Rhythm**:
+
+**Week 1**:
+- Workshop (Tuesday, 1-4pm) - All clients
+- Office Hours (Thursday, 10-11am) - Optional drop-in Q&A
+
+**Week 2**:
+- 1-on-1 Coaching (ADVISORY: 2-3 sessions)
+- AI Coach check-in: "How are your Week 1 actions going?"
+
+**Week 3**:
+- Content drop (new module in library)
+- Community spotlight (highlight 1 client success story)
+
+**Week 4**:
+- Planning week (clients prep for next month)
+- 1-on-1 Coaching (TRANSFORM Scale: 2h session)
+- End-of-month accountability (AI reviews goal progress)
+
+**Quarterly Events** (Every 3 months):
+- **Quarterly Business Review (QBR)**: 90-min deep-dive session
+  - Review progress (goals, metrics, Scale Framework score)
+  - Celebrate wins
+  - Identify roadblocks
+  - Plan next quarter (OKRs)
+  - Adjust service tier if needed (upsell opportunity)
+
+**Annual Milestones**:
+- **Month 6**: Mid-year check-in (30 min)
+- **Month 10**: Renewal conversation (start early!)
+- **Month 12**: Year-in-review celebration + contract renewal
+
+**Touch Frequency by Tier**:
+| Tier | Workshops | 1-on-1 | AI Chat | Total Touches/Mo |
+|------|-----------|--------|---------|------------------|
+| **Platform** | 0 | 0 | 5 | 5 |
+| **TRANSFORM Growth** | 1 (3h) | 0 | 10 | ~15 |
+| **TRANSFORM Scale** | 1 (3h) | 1 (2h) | 15 | ~25 |
+| **ADVISORY** | 1 (3h) | 3 (6h) | 20 | ~40 |
+
+#### Phase 3: Renewal & Expansion (Month 10-12)
+
+**Renewal Process**:
+
+**Month 10** (60 days before renewal):
+- **Trigger**: CRM alert to founder
+- **Action**: Review client health score (engagement, NPS, results)
+- **Decision**:
+  - 🟢 Green (high engagement, happy): Proactive renewal email
+  - 🟡 Yellow (medium engagement): Schedule retention call
+  - 🔴 Red (low engagement, at-risk): Intervention (founder calls immediately)
+
+**Month 10 Email** (Green clients):
+```
+Subject: Let's talk about Year 2 🚀
+
+Hi [Name],
+
+I can't believe we're almost at the end of Year 1 together!
+
+Quick snapshot of what we've accomplished:
+- Scale Framework Score: [XX] → [YY] (+[Z] points 🎉)
+- Revenue Growth: [Metric, if known]
+- [1-2 other wins]
+
+I'd love to schedule a call to:
+1. Celebrate everything you've achieved
+2. Map out Year 2 goals
+3. Discuss if your current package is still the right fit
+
+How's [Date/Time] work?
+
+Looking forward to Year 2,
+Gregory
+
+P.S. If you refer another CEO before your renewal, you'll get $1,000 credit 😉
+```
+
+**Month 11 (Renewal Call - 30 min)**:
+- **Agenda**:
+  1. Reflect on Year 1 (what worked, what didn't)
+  2. Client shares Year 2 goals
+  3. Recommend tier (same, upgrade, or downgrade - be honest!)
+  4. Discuss pricing (usually same, unless tier change)
+  5. Handle objections
+  6. Close: "Ready to commit to another year?"
+
+**Objection Handling**:
+| Objection | Response |
+|-----------|----------|
+| "Budget constraints" | "I totally understand. A few options: 1) Stay at current tier, pay quarterly (spreads cost), 2) Downgrade to Growth tier (still valuable), 3) Pause for 3 months, rejoin when ready. What feels best?" |
+| "Didn't get value" | "I'm sorry to hear that. Tell me more - what was missing? [LISTEN]. Here's what I can do: [custom solution, discount, or amicable exit]." |
+| "Too busy to engage" | "I hear you. Year 2 might not be the right time. Let's stay in touch - I'll check in Q3 to see if things have calmed down." |
+| "Want to try someone else" | "That makes sense! Who are you considering? [Learn]. I'm confident you'll find value. If it doesn't work out, my door is always open." |
+
+**Renewal Targets**:
+- **Retention Rate Goal**: 80% (Year 1 → Year 2)
+- Industry benchmark: 70-85% (B2B SaaS/coaching)
+- Churn reasons (acceptable):
+  - Business closure/sold (5%)
+  - Budget constraints (10%)
+  - Moved to competitor (5%)
+
+**Upsell Opportunities**:
+- Platform → TRANSFORM Growth (20% of Platform members)
+- TRANSFORM Growth → Scale (30% after 6 months)
+- TRANSFORM Scale → ADVISORY (15% high-growth clients)
+
+**Month 12 (Contract Renewal)**:
+- Send contract 30 days before expiration
+- Payment: Auto-renew (if credit card on file) OR invoice (Net 15)
+- Celebration: "Welcome to Year 2!" email with gift (book, swag)
+
+---
+
+## ✅ QUALITY ASSURANCE FRAMEWORK
+
+### Quality Standards
+
+**Service Delivery Commitments**:
+
+1. **Response Time**:
+   - AI Coach: <5 seconds
+   - Email support: <24 hours (business days)
+   - Urgent issues (platform down): <2 hours
+
+2. **Session Quality**:
+   - Coach arrives 5 min early (set up, review notes)
+   - Start on time (respect client's schedule)
+   - Full attention (no multitasking, phone away)
+   - Recap email sent within 24 hours
+
+3. **Content Quality**:
+   - Workshops: Professional slides, 4.5+ rating
+   - Resources: Tested (no broken links, errors)
+   - Platform: 99.5% uptime
+
+4. **Communication**:
+   - No jargon (speak client's language)
+   - Proactive updates (if delays, notify immediately)
+   - Personalization (use name, reference their business)
+
+### Quality Measurement
+
+**Client Satisfaction Metrics**:
+
+**1. Net Promoter Score (NPS)** - Quarterly
+- **Question**: "How likely are you to recommend GBCM to a peer?" (0-10 scale)
+- **Calculation**:
+  - Promoters (9-10): [%]
+  - Passives (7-8): [%]
+  - Detractors (0-6): [%]
+  - **NPS = % Promoters - % Detractors**
+- **Target**: NPS ≥ 50 (Excellent), ≥ 70 (World-class)
+- **Action**: Detractors get immediate call from founder
+
+**2. Session Ratings** - After each workshop/coaching call
+- **Question**: "How valuable was today's session?" (1-5 stars)
+- **Target**: Average ≥ 4.5
+- **Action**: <4.0 ratings reviewed, coach adjusts approach
+
+**3. Milestone Achievement** - Monthly
+- **Metric**: "% of clients who achieved ≥1 goal this month"
+- **Target**: 70%
+- **Action**: Low performers get proactive outreach
+
+**4. Engagement Score** (Composite) - Calculated weekly
+- **Inputs**:
+  - Workshop attendance (25% weight)
+  - 1-on-1 attendance (25%)
+  - Platform logins (15%)
+  - AI Coach usage (15%)
+  - Community participation (10%)
+  - Content completion (10%)
+- **Scale**: 0-100
+- **Segments**:
+  - 80-100: Super Users (celebrate, ask for referrals)
+  - 50-79: Healthy (maintain)
+  - 20-49: At-Risk (re-engage campaign)
+  - 0-19: Churned (exit interview)
+
+### Continuous Improvement Process
+
+**Monthly Operations Review** (Founder, 2 hours):
+1. Review metrics (NPS, engagement, session ratings)
+2. Analyze feedback (surveys, support tickets)
+3. Identify 1-3 improvement areas
+4. Implement changes (update process, create resource, coach training)
+5. Document in "Operations Playbook"
+
+**Quarterly Retrospective** (Founder + VA, 3 hours):
+- What went well? (celebrate wins)
+- What didn't go well? (failures, near-misses)
+- What did we learn? (insights)
+- What will we change? (action items, assign owners)
+
+**Annual Audit** (External consultant, $5K - Year 2+):
+- Mystery shop (consultant poses as client)
+- Platform UX audit
+- Process efficiency analysis
+- Benchmarking vs competitors
+- Report with 10-15 recommendations
+
+---
+
+## 🖥️ TECHNOLOGY OPERATIONS
+
+### Platform Maintenance
+
+**Daily Tasks** (Automated + VA oversight):
+- ✅ System health check (uptime, errors, slow pages)
+- ✅ Backup verification (database, files)
+- ✅ Security scan (failed logins, suspicious activity)
+
+**Weekly Tasks** (VA, 2 hours):
+- 📊 Upload new content (workshop recordings, blog posts)
+- 🐛 Bug triage (review support tickets, prioritize fixes)
+- 📈 Analytics review (traffic, engagement, errors)
+- 🔄 Update CRM (new leads, client status changes)
+
+**Monthly Tasks** (Founder or Tech Consultant, 4 hours):
+- 🔧 Platform updates (Quarkus, dependencies, security patches)
+- 🚀 Feature releases (from roadmap)
+- 📊 Performance optimization (page speed, database queries)
+- 💾 Data cleanup (remove old logs, archive inactive accounts)
+
+**Quarterly Tasks** (Tech Consultant, 8 hours):
+- 🔒 Security audit (penetration test, vulnerability scan)
+- 📋 Disaster recovery drill (test backup restore)
+- 🗺️ Roadmap review (reprioritize features based on usage)
+
+### Vendor Management
+
+**Critical Vendors** (Year 1):
+
+| Vendor | Service | Cost/Mo | Contract | SLA |
+|--------|---------|---------|----------|-----|
+| **AWS** | Cloud hosting | $500 | Monthly | 99.99% uptime |
+| **OpenAI** | AI Coach (GPT-4) | $150 | Monthly | 99.9% API uptime |
+| **Zoom** | Video conferencing | $20 | Annual | 99.9% uptime |
+| **Stripe** | Payment processing | 2.9% + $0.30 | None | 99.99% uptime |
+| **ConvertKit** | Email marketing | $50 | Monthly | 99.9% uptime |
+| **Circle.so** | Community platform | $99 | Annual | 99.9% uptime |
+| **HubSpot** | CRM | $0 (Free) | Monthly | - |
+| **Notion** | Docs & knowledge base | $10 | Annual | 99.9% uptime |
+
+**Vendor Reviews** (Quarterly):
+- Performance vs SLA (any outages?)
+- Cost vs value (still best option?)
+- Alternatives evaluation (new tools emerged?)
+- Relationship health (support responsive?)
+
+**Vendor Escalation Process**:
+1. Issue detected (monitoring alert OR client report)
+2. Contact vendor support (within 1 hour)
+3. If critical + no response in 2 hours → escalate to account manager
+4. Communicate to clients (status page, email if downtime >30 min)
+5. Post-mortem (document, request credit if SLA breach)
+
+---
+
+## 📈 CAPACITY PLANNING & SCALING
+
+### Current Capacity (Year 1)
+
+**Founder Time Allocation**:
+- **Client delivery**: 25 hours/week = 1,300 hours/year
+- **Capacity per client type**:
+  - ADVISORY (72h/year each): 1,300 ÷ 72 = **18 clients max**
+  - TRANSFORM Scale (26h/year each): 1,300 ÷ 26 = **50 clients max**
+  - TRANSFORM Growth (6h/year each): 1,300 ÷ 6 = **216 clients max**
+
+**Current Mix (Year 1 Target: 30 clients)**:
+- 10 ADVISORY × 72h = 720 hours
+- 15 TRANSFORM Scale × 26h = 390 hours
+- 5 TRANSFORM Growth × 6h = 30 hours
+- **Total**: 1,140 hours (87% capacity utilization ✅ SUSTAINABLE)
+
+**Bottleneck Analysis**:
+- ✅ Delivery capacity: 1,140 / 1,300 = 88% utilized (healthy)
+- ⚠️ Sales capacity: Founder doing all sales calls (10h/week)
+- ⚠️ Content creation: 2 blog posts/week = 8h/week (founder-dependent)
+
+### Scaling Plan (Year 2-3)
+
+**Year 2 Capacity Challenge**: 63 clients (target)
+- If same mix: ~2,400 hours required
+- Founder capacity: 1,300 hours
+- **Gap**: -1,100 hours ❌ NOT FEASIBLE without changes
+
+**Scaling Strategies**:
+
+**Strategy 1: Shift Client Mix** (Increase tech-enabled tiers)
+- Reduce ADVISORY: 10 → 8 clients (-2)
+- Increase TRANSFORM Scale: 15 → 20 clients (+5)
+- Increase TRANSFORM Growth: 5 → 25 clients (+20)
+- Add PLATFORM: 0 → 10 members (+10)
+- **New Hours**: (8×72) + (20×26) + (25×6) + (10×0) = 1,246 hours ✅ FITS
+
+**Strategy 2: Hire Senior Coach** (Q3 Year 2)
+- **Role**: Deliver 50% of workshops, handle TRANSFORM Scale 1-on-1s
+- **Capacity**: Adds 1,000 hours/year
+- **Cost**: $80K salary + $20K benefits = $100K
+- **ROI**: Enables $240K+ additional revenue (2.4:1)
+
+**Strategy 3: Productize Delivery** (Ongoing)
+- Record all workshops → Clients watch async (save 3h live × 12 = 36h)
+- AI Coach handles 70% of questions (vs 60% Year 1)
+- Peer coaching program (clients help each other, reduce 1-on-1 needs)
+
+**Year 3 Team Structure**:
+```
+Founder / CEO (Gregory)
+├── Senior Coach (1 FTE)
+│   ├── 20 TRANSFORM Scale clients
+│   ├── 50% of workshops
+│   └── Community management
+│
+├── Sales Manager (0.5 FTE → 1 FTE mid-year)
+│   ├── All discovery calls
+│   ├── Strategy sessions (founder still closes large deals)
+│   └── Partnerships management
+│
+├── Marketing Manager (0.5 FTE)
+│   ├── Content creation (blog, social)
+│   ├── Campaign management (ads, email)
+│   └── Analytics & optimization
+│
+└── Operations Manager / VA (1 FTE)
+    ├── Client support
+    ├── Platform administration
+    ├── Finance & reporting
+    └── Vendor management
+```
+
+**Total Year 3 Team**: 4.5 FTE (vs 1.5 Year 1)
+
+### Scaling Metrics
+
+**Efficiency Ratios** (Higher = Better):
+| Metric | Year 1 | Year 2 Target | Year 3 Target |
+|--------|--------|---------------|---------------|
+| **Revenue per FTE** | $120K | $140K | $189K |
+| **Clients per FTE** | 20 | 28 | 33 |
+| **Gross Margin** | 91.7% | 91.7% | 91.8% |
+| **Delivery Hours per Client** | 38h | 31h | 25h (more automation) |
+
+**Growth Constraints** (Monitor closely):
+- ⚠️ Founder time (max 50h/week sustainable)
+- ⚠️ Quality (maintain 4.5+ rating as scale)
+- ⚠️ Culture (hire right people who fit values)
+- ⚠️ Cash (hire ahead of revenue = cash burn)
+
+---
+
+## 🤝 VENDOR & PARTNER MANAGEMENT
+
+### Key Vendor Relationships
+
+**Technology Vendors** (Covered above in Tech Operations)
+
+**Professional Services Vendors**:
+
+**1. Legal (Corporate Counsel)**
+- **Firm**: [TBD - local business attorney]
+- **Retainer**: $0 (pay-as-you-go, Year 1)
+- **Usage**: Contract templates, client agreements, IP protection
+- **Cost**: ~$3,000/year (Year 1)
+
+**2. Accounting (CPA)**
+- **Firm**: [TBD - small business CPA]
+- **Retainer**: $200/month (bookkeeping + tax prep)
+- **Usage**: Monthly financials, tax filing, audit (if needed)
+- **Cost**: $2,400/year + $1,500 tax prep = $3,900/year
+
+**3. Insurance (Business Insurance Broker)**
+- **Coverage**:
+  - General Liability: $1M coverage ($500/year)
+  - Professional Liability (E&O): $1M coverage ($1,200/year)
+  - Cyber Liability: $500K coverage ($800/year)
+- **Total**: $2,500/year
+
+**4. Tech Development (Freelance or Agency)**
+- **Usage**: Platform enhancements, bug fixes (beyond founder capacity)
+- **Rate**: $75-125/hour (freelancer) OR $10K-25K/project (agency)
+- **Budget**: $15,000/year (Year 1)
+
+**5. Content Production**
+- **Graphic Designer**: $50/hour, ~5 hours/month = $3,000/year
+- **Video Editor**: $75/hour, ~5 hours/month = $4,500/year
+- **Copywriter** (as-needed): $500/blog post × 10 = $5,000/year
+- **Total**: $12,500/year
+
+### Partner Ecosystem Management
+
+**Types of Partners** (from Section 7):
+1. Complementary service providers (CPAs, lawyers, agencies)
+2. Industry associations (EO, YPO, Vistage)
+3. Technology partners (software integrations)
+
+**Partner Lifecycle**:
+
+**Recruitment** (Month 1-3):
+- Identify 50 potential partners (research, networking)
+- Outreach (personalized email, LinkedIn, intro calls)
+- Qualification (do they have our ICP clients? are they reputable?)
+
+**Activation** (Month 4-6):
+- Sign partnership agreement (simple 1-pager, non-exclusive)
+- Onboarding (educate on GBCM services, referral process)
+- Co-marketing (joint webinar, content collaboration)
+
+**Management** (Ongoing):
+- **Quarterly check-ins**: 30-minute call (how's it going? any referrals?)
+- **Value delivery**: Share insights, invite to workshops, send referrals back
+- **Tracking**: CRM tracks referrals by partner (pay commissions quarterly)
+
+**Evaluation** (Annual):
+- Review performance (# referrals, quality, close rate)
+- Tier adjustment (promote to Platinum, demote to Silver, or exit)
+- Renew or terminate partnership
+
+**Partner Portal** (Year 2 feature):
+- Dashboard: See referrals, commissions, resources
+- Marketing materials: Co-branded decks, one-pagers
+- Training: Videos on how to refer, when to introduce GBCM
+- Community: Partners can network with each other
+
+---
+
+## ⚖️ LEGAL & COMPLIANCE
+
+### Business Structure & Registration
+
+**Entity Type**: Limited Liability Company (LLC)
+- **Formation**: Delaware LLC (recommended for credibility + protection)
+- **Cost**: $300 filing fee + $300/year franchise tax
+- **Registered Agent**: Northwest Registered Agent ($125/year)
+
+**Licenses & Permits**:
+- Business license (local municipality): $50-200
+- Professional coaching license: NOT required (industry unregulated)
+- DBA ("Doing Business As"): If operating under different name ($50)
+
+**Tax Registrations**:
+- Federal EIN (Employer Identification Number): Free, IRS.gov
+- State tax ID (if hiring employees): Varies by state
+- Sales tax permit: NOT required (coaching services typically exempt)
+
+### Contracts & Legal Documents
+
+**Client Agreements** (Reviewed by attorney):
+- **Master Services Agreement (MSA)**: Terms & conditions (liability, IP, termination)
+- **Service Order Form (SOF)**: Specific package, price, duration
+- **Cancellation Policy**: 30-day notice, pro-rated refund (or no refund after 90 days)
+
+**Key Clauses**:
+1. **Scope of Services**: Clearly define what's included/excluded
+2. **Payment Terms**: Due dates, late fees, auto-renewal
+3. **Confidentiality**: Both parties protect sensitive info
+4. **IP Ownership**:
+   - GBCM retains: Frameworks, platform, content
+   - Client retains: Their business strategy, plans created in sessions
+5. **Limitation of Liability**: "GBCM is not liable for business results (coaching, not guarantees)"
+6. **Dispute Resolution**: Mediation first, then arbitration (avoid litigation)
+7. **Termination**: Either party can terminate with 30 days notice
+
+**Other Legal Documents**:
+- **Non-Disclosure Agreement (NDA)**: For partners, contractors (protect client data)
+- **Independent Contractor Agreement**: For VA, freelancers
+- **Partnership Agreement**: For referral partners (commission terms)
+
+### Compliance & Risk Management
+
+**Data Privacy**:
+- **GDPR Compliance** (if serving EU clients):
+  - Obtain consent for data collection
+  - Provide data portability (export all data)
+  - Right to erasure (delete account)
+- **CCPA Compliance** (California clients):
+  - Disclose data collection practices
+  - Allow opt-out of data selling (we don't sell data)
+- **Privacy Policy**: Posted on website (required)
+- **Cookie Policy**: Disclose tracking (Google Analytics, etc.)
+
+**Security Compliance**:
+- **Data Encryption**: TLS 1.3 (in transit), AES-256 (at rest)
+- **Access Controls**: Role-based permissions (clients can't see each other's data)
+- **Backup & Recovery**: Daily backups, 30-day retention
+- **Incident Response Plan**: If breach, notify clients within 72 hours (GDPR requirement)
+
+**Financial Compliance**:
+- **Bookkeeping**: Accrual accounting (GAAP standards)
+- **Tax Filings**:
+  - Federal: Form 1065 (Partnership) or 1120-S (S-Corp) - Annual
+  - State: Income tax, franchise tax - Annual
+  - Quarterly estimated taxes (if profitable)
+- **Audit**: Not required (unless revenue >$5M or investor-backed)
+
+**Insurance (Risk Transfer)**:
+- **General Liability**: Covers bodily injury, property damage (in-person events)
+- **Professional Liability (E&O)**: Covers "bad advice" claims, negligence
+- **Cyber Liability**: Covers data breach costs (legal fees, notifications, credit monitoring)
+- **Business Interruption**: Covers lost revenue if operations disrupted (optional, Year 2+)
+
+---
+
+## 📊 OPERATIONAL METRICS & KPIs
+
+### Dashboard (Weekly Review)
+
+**Client Health**:
+| Metric | Target | Current | Status |
+|--------|--------|---------|--------|
+| Active Clients | 30 (EOY) | [XX] | 🟢/🟡/🔴 |
+| Engagement Score (Avg) | 65+ | [XX] | |
+| NPS | 50+ | [XX] | |
+| At-Risk Clients (<30 engagement) | <3 | [XX] | |
+
+**Delivery Quality**:
+| Metric | Target | Current | Status |
+|--------|--------|---------|--------|
+| Workshop Attendance % | 60% live | [XX]% | |
+| Session Rating (Avg) | 4.5+ | [XX] | |
+| Response Time (Email) | <24h | [XX]h | |
+| Platform Uptime | 99.5% | [XX]% | |
+
+**Operational Efficiency**:
+| Metric | Target | Current | Status |
+|--------|--------|---------|--------|
+| Founder Hours/Week | <50 | [XX] | |
+| Delivery Hours per Client (Avg) | 38h | [XX]h | |
+| AI Deflection Rate (% handled by AI) | 60% | [XX]% | |
+| Revenue per Founder Hour | $140+ | $[XX] | |
+
+**Financial Health** (Monthly):
+| Metric | Target | Current | Status |
+|--------|--------|---------|--------|
+| MRR (Monthly Recurring Revenue) | $15K (EOY) | $[XX] | |
+| Churn Rate | <5%/year | [XX]% | |
+| Collection Rate (invoices paid) | 98%+ | [XX]% | |
+| Gross Margin | 91%+ | [XX]% | |
+
+### Operational Cadence
+
+**Daily** (10 min):
+- Check platform health (uptime, errors)
+- Review support tickets (respond if urgent)
+- Scan calendar (prep for today's sessions)
+
+**Weekly** (1 hour):
+- Review metrics dashboard
+- Process payables (invoices, expenses)
+- Plan next week (content, outreach, priorities)
+
+**Monthly** (3 hours):
+- Financial close (reconcile accounts, review P&L)
+- Client health review (identify at-risk, celebrate wins)
+- Operations retrospective (what to improve?)
+- Plan next month (content calendar, campaigns)
+
+**Quarterly** (8 hours):
+- QBR prep (all clients)
+- Vendor review (performance, cost optimization)
+- Strategic planning (OKRs, roadmap adjustments)
+- Board meeting (if applicable - Year 2+)
+
+**Annual** (3 days):
+- Year-end financial audit (with CPA)
+- Strategic planning retreat (2027 goals, budget)
+- Team offsite (if team >3 people - Year 3+)
+- Compliance filings (taxes, licenses)
+
+---
+
+## 🎯 OPERATIONAL EXCELLENCE GOALS
+
+### Year 1 Targets
+
+✅ **Client Success**:
+- 30 clients by Dec 31, 2026
+- 80% renewal rate (first cohort renews Year 2)
+- NPS: 50+ (Excellent)
+- 10 case studies documented
+
+✅ **Operational Efficiency**:
+- Founder time: <50 hours/week (avoid burnout)
+- Platform uptime: 99.5%
+- AI deflection: 60% of queries
+- Process documentation: 20+ SOPs (Standard Operating Procedures)
+
+✅ **Quality**:
+- Session rating: 4.5+ average
+- Zero compliance issues (data, legal, financial)
+- Zero client churn due to quality issues
+
+### Year 2-3 Evolution
+
+**Year 2**:
+- Hire Senior Coach (Q3) - Double delivery capacity
+- Reduce founder delivery time to 40% (from 50%)
+- Launch Partner Portal (20+ active partners)
+- Achieve profitability (Q2)
+
+**Year 3**:
+- Build team of 4.5 FTE (founder + 3.5 staff)
+- Founder role: 80% CEO (strategy, partnerships, sales), 20% delivery
+- SOC 2 Type II certification (security compliance)
+- 100 clients, $850K revenue, 13% EBITDA margin
+
+---
+
+## 📌 CONCLUSION
+
+Le plan opérationnel de GBCM LLC est conçu pour **scaler de manière durable** sans compromettre la qualité:
+
+✅ **Hybrid delivery model** (high-touch human + high-tech AI) = 4x capacity
+✅ **Process-driven excellence** (SOPs, metrics, continuous improvement)
+✅ **Client-centric design** (every process optimizes for client success)
+✅ **Technology leverage** (automate 60% of interactions, platform scales infinitely)
+✅ **Team scaling plan** (1.5 FTE → 4.5 FTE over 3 years)
+
+**Key Differentiator**: Most coaching firms scale linearly (1 coach = 15 clients). GBCM scales exponentially (1 coach + tech = 60 clients) 🚀
+
+**Next**: [Section 09 - Team & Organization](./09-team-organization.md)
+
+---
+
+© 2025 GBCM LLC - Business Plan v2.0 | Operations Plan