979 lines
35 KiB
Markdown
979 lines
35 KiB
Markdown
# 8. OPERATIONS PLAN
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**Document**: Business Plan GBCM LLC 2025
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**Section**: 08 - Operations Plan
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**Version**: 2.0
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**Date**: October 2025
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**Pages**: 18
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---
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## 📋 TABLE DES MATIÈRES
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- [Vue d'Ensemble](#vue-densemble)
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- [Service Delivery Model](#service-delivery-model)
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- [Client Journey & Experience](#client-journey--experience)
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- [Quality Assurance Framework](#quality-assurance-framework)
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- [Technology Operations](#technology-operations)
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- [Capacity Planning & Scaling](#capacity-planning--scaling)
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- [Vendor & Partner Management](#vendor--partner-management)
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- [Legal & Compliance](#legal--compliance)
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- [Operational Metrics & KPIs](#operational-metrics--kpis)
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---
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## 🎯 VUE D'ENSEMBLE
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### Philosophie Opérationnelle
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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.
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**Principes Fondamentaux**:
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1. **🔄 Process-Driven Excellence** - Documenter et optimiser chaque workflow
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2. **🤖 Technology-Enabled Delivery** - Automatiser 60% des interactions (vs 100% manuel)
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3. **📊 Data-Informed Decisions** - Mesurer tout, améliorer continuellement
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4. **🎯 Client-Centric Design** - Chaque processus commence par "Qu'est-ce que le client veut?"
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5. **⚖️ Balance: High-Touch + High-Tech** - Humain où ça compte, tech pour efficacité
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### Operational Model Overview
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```
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┌─────────────────────────────────────────────────┐
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│ CLIENT ACQUISITION │
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│ (Marketing → Sales → Contract - Section 7) │
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└────────────────────┬────────────────────────────┘
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↓
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┌─────────────────────────────────────────────────┐
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│ ONBOARDING (Week 1-2) │
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│ Portal access → Assessment → Kickoff Call │
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└────────────────────┬────────────────────────────┘
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↓
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┌─────────────────────────────────────────────────┐
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│ ONGOING DELIVERY (Months 1-12) │
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│ Workshops + Coaching + AI Support + Community │
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└────────────────────┬────────────────────────────┘
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↓
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┌─────────────────────────────────────────────────┐
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│ CLIENT SUCCESS & RENEWAL │
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│ QBRs → Renewal conversation → Upsell/Retain │
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└─────────────────────────────────────────────────┘
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```
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### Operational Capacity (Year 1)
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**Team Size**: 1 FTE (Founder) + 0.5 FTE (Virtual Assistant)
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**Client Capacity**:
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- **Without AI/Tech**: 15 clients max (traditional coaching model)
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- **With GBCM Platform**: 60 clients (4x capacity)
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- 40 TRANSFORM clients (workshops + light coaching)
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- 10 ADVISORY clients (intensive 1-on-1)
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- 10 PLATFORM members (self-serve, minimal touch)
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**Hours Breakdown** (Founder, 50 hours/week):
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| Activity | Hours/Week | % Time | Clients Impacted |
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|----------|------------|--------|------------------|
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| **Client Delivery** | 25 | 50% | All |
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| - 1-on-1 Coaching | 10 | 20% | ADVISORY (10h) |
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| - Workshop Facilitation | 6 | 12% | TRANSFORM (2×3h) |
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| - Client Prep & Follow-up | 5 | 10% | All |
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| - Async Support (Slack, AI oversight) | 4 | 8% | All |
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| **Business Development** | 10 | 20% | Pipeline |
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| - Sales Calls | 5 | 10% | |
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| - Networking & Partnerships | 3 | 6% | |
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| - Content Creation | 2 | 4% | |
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| **Operations & Admin** | 8 | 16% | - |
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| - Team Management (VA) | 2 | 4% | |
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| - Finance & Reporting | 2 | 4% | |
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| - Platform Maintenance | 2 | 4% | |
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| - Planning & Strategy | 2 | 4% | |
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| **Learning & Development** | 4 | 8% | - |
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| **Buffer (Emergencies, Breaks)** | 3 | 6% | - |
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**Virtual Assistant (20 hours/week)**:
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- Email management & scheduling (5h)
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- Social media posting (5h)
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- Content repurposing (video editing, graphics) (5h)
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- Client support (portal questions, tech help) (3h)
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- Administrative tasks (invoicing, data entry) (2h)
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---
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## 🚀 SERVICE DELIVERY MODEL
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### TRANSFORM Programs Delivery
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#### Monthly Workshops (Group, 3 hours)
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**Format**: Virtual (Zoom) + Recordings
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**Schedule**: 2nd Tuesday of each month, 1pm-4pm ET
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**Attendees**: All TRANSFORM clients (Growth, Scale, Transform tiers)
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**Agenda Template**:
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```
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1:00-1:15 PM | WELCOME & CHECK-IN
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- Icebreaker question
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- Wins & challenges from last month
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- Set intentions for today
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1:15-2:30 PM | CORE TEACHING (75 min)
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- Framework introduction (Scale Framework dimension)
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- Case study / real-world example
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- Interactive exercise (breakout rooms)
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2:30-2:45 PM | BREAK
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2:45-3:30 PM | APPLICATION & Q&A (45 min)
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- Participants apply to their business (worksheets)
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- Group coaching (hot seats)
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- Peer feedback & accountability
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3:30-3:55 PM | ACTION PLANNING (25 min)
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- Each person commits to 1-3 actions
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- Share in chat + accountability partners
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- Preview next month's topic
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3:55-4:00 PM | CLOSE
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- Final questions
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- Reminder: Office hours (Thursday 10am)
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- Post-workshop survey
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```
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**Content Roadmap (12 Workshops/Year)**:
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| Month | Topic | Scale Framework Dimension |
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|-------|-------|---------------------------|
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| **Jan** | Vision & Strategy for 2026 | Leadership & Vision |
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| **Feb** | Building High-Performance Teams | Team & Culture |
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| **Mar** | Operations Excellence & Systems | Operations & Systems |
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| **Apr** | Financial Mastery for CEOs | Financial Management |
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| **May** | Sales & Marketing Alignment | Sales & Marketing |
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| **Jun** | Product/Service Excellence | Product/Service |
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| **Jul** | Customer Experience Design | Customer Experience |
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| **Aug** | Innovation & Adaptability | Innovation |
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| **Sep** | Q4 Planning & Goal-Setting | Leadership & Vision |
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| **Oct** | Scaling Your Team (Hiring) | Team & Culture |
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| **Nov** | Cash Flow & Profitability | Financial Management |
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| **Dec** | Year in Review + 2027 Vision | All Dimensions |
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**Workshop Preparation** (Coach - 5 hours/workshop):
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- Content creation: 2 hours (slides, exercises, handouts)
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- Rehearsal: 1 hour (first time), 0.5 hours (repeat)
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- Tech setup & materials upload: 0.5 hours
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- Pre-workshop email (agenda, prep work): 0.5 hours
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- Post-workshop follow-up (recording, action items, survey): 1 hour
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**Workshop Delivery** (Coach - 3 hours):
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- Live facilitation: 3 hours
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- (Recording auto-uploads, VA handles editing/distribution)
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**Technology**:
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- Platform: Zoom Webinar (up to 500 attendees)
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- Engagement: Miro (collaborative whiteboard), Mentimeter (polls)
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- Recording: Auto to cloud → VA downloads → Upload to GBCM Hub
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- Materials: Slides (PDF), Workbook (Notion page), Templates (Google Sheets)
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**Expected Outcomes**:
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- Attendance rate: 60% live, 30% watch recording (90% total engagement)
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- Satisfaction score: 4.5/5 average
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- Action completion: 70% of participants implement ≥1 action
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#### 1-on-1 Coaching Sessions (TRANSFORM Scale & ADVISORY)
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**TRANSFORM Scale**: 2 hours/month (24 hours/year)
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**ADVISORY**: 6-12 hours/month (72-144 hours/year)
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**Session Format** (60 min standard):
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```
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0:00-0:05 | CHECK-IN
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- How are you? (personal + professional)
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- Progress since last session
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- What's top of mind today?
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0:05-0:40 | DEEP DIVE (35 min)
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- Explore primary challenge/opportunity
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- Apply frameworks (Scale, DTC, SLS)
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- Coach asks powerful questions:
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- "What have you tried?"
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- "What's really at stake here?"
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- "If you had no constraints, what would you do?"
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- "What's the first step?"
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0:40-0:55 | ACTION PLANNING (15 min)
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- Summarize insights
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- Client commits to 2-3 specific actions
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- Set accountability (coach follows up via AI/Slack)
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- Schedule next session
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0:55-1:00 | ADMIN
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- Review upcoming deadlines/events
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- Any questions about platform/resources?
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- Close
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```
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**Session Preparation**:
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- Coach reviews previous notes (5 min)
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- Checks client's platform activity (AI summary) (5 min)
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- Prepares 2-3 discussion topics (10 min)
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- **Total prep**: 20 min/session
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**Post-Session**:
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- Coach logs notes in CRM (10 min)
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- AI Coach sends summary email to client (auto)
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- Accountability reminders scheduled (auto)
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- **Total follow-up**: 10 min
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**Scheduling**:
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- Clients book via Calendly (self-serve)
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- Recurring sessions (e.g., 1st Monday of month, 10am)
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- 24-hour cancellation policy (or forfeit session)
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**Technology**:
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- Video: Zoom (same link for all sessions)
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- Notes: Notion (client-specific page, coach + client access)
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- Recording: Optional (client consent required)
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- Transcription: Otter.ai (auto-generates action items)
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#### AI Success Coach™ (24/7 Async Support)
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**Purpose**: Handle 60% of client questions without human intervention.
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**Usage Scenarios**:
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1. **Quick Questions**: "What's the ideal sales comp plan for my industry?"
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2. **Resource Navigation**: "Find me the template for OKR tracking"
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3. **Accountability**: "Did I hit my goals this week?" (checks data)
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4. **Learning**: "Explain the concept of LTV:CAC ratio"
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5. **Encouragement**: "Feeling stuck, need motivation"
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**Response Time**: <5 seconds (AI), <4 hours (escalated to human)
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**Quality Control**:
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- Coach reviews 10% of AI conversations weekly (random sample)
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- Clients can rate AI responses (👍/👎)
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- Low-rated responses flagged for retraining
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**Volume Expectation**:
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- Year 1: 30 clients × 40 messages/month = 1,200 messages/month
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- Year 3: 180 clients × 50 messages/month = 9,000 messages/month
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**Human Escalation Triggers**:
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- AI confidence <70%
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- Client explicitly requests human ("I need to talk to Gregory")
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- Sensitive topics (crisis, ethical dilemmas, complex financials)
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- Escalation rate: 15% of messages
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#### Community & Peer Learning
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**Platform**: Circle.so or Mighty Networks ($99/month)
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**Structure**:
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- **Main Feed**: General discussions, wins, questions
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- **Topic Channels**:
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- #scaling-strategies
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- #leadership-development
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- #digital-transformation
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- #hiring-team
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- #sales-marketing
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- **Regional Channels**: (Year 2+) #nyc, #sf, #toronto
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- **Events**:
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- Monthly "Wins Wednesday" (celebrate client successes)
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- Quarterly virtual happy hour (networking)
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- Annual in-person summit (Year 2+)
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**Moderation**:
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- Founder posts 3x/week (spark discussions)
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- VA monitors daily (answers questions, enforces guidelines)
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- Clients encouraged to help each other (peer coaching)
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**Engagement Target**: 40% of clients active weekly
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---
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## 🎨 CLIENT JOURNEY & EXPERIENCE
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### End-to-End Client Lifecycle
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#### Phase 1: Onboarding (Week 1-2)
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**Goal**: Set clients up for success, build excitement, clarify expectations.
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**Day 1 (Contract Signed)**:
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- **Auto-email**: Welcome! Here's what happens next
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- **Action**: Check email for portal access link
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- **Content**:
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- Login credentials (secure, password reset required)
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- Onboarding checklist (Notion page)
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- Welcome video from founder (2 min, personal)
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**Day 2**:
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- **Auto-email**: Complete your Scale Framework Assessment
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- **Action**: 15-minute online assessment
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- **Output**: Personalized scorecard + 90-day roadmap (AI-generated)
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**Day 3-4**:
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- **Human outreach**: Founder sends personalized Loom video
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- "Hi [Name], watched your assessment results. Excited to work on [specific area]. Here's what I'm thinking..."
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- **Action**: Reply with questions/thoughts
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**Day 5 (Kickoff Call - 60 min)**:
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- **Agenda**:
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1. Get to know each other (personal connection)
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2. Review assessment results together
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3. Set SMART goals (90-day, 6-month, 12-month)
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4. Walk through platform (features tour)
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5. Schedule first 3 sessions (book recurring)
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6. Answer all questions
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- **Deliverable**: Custom 90-Day Success Plan (Google Doc, shared access)
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**Day 7**:
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- **First Touchpoint**: Attend workshop OR join community intro thread
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- **Check-in**: VA sends "How's it going?" email
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- **Feedback**: "Any issues accessing the platform? Questions?"
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**Day 14 (End of Onboarding)**:
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- **Milestone**: First 1-on-1 coaching session
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- **Survey**: "Onboarding experience feedback" (3 questions)
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- **Status**: Client now in "Active Delivery" phase
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**Success Metrics**:
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- Onboarding completion rate: 95%
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- Platform login within 7 days: 100%
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- First session attendance: 90%
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- Satisfaction score: 4.7/5
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#### Phase 2: Active Delivery (Months 1-12)
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**Monthly Rhythm**:
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**Week 1**:
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- Workshop (Tuesday, 1-4pm) - All clients
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- Office Hours (Thursday, 10-11am) - Optional drop-in Q&A
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**Week 2**:
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- 1-on-1 Coaching (ADVISORY: 2-3 sessions)
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- AI Coach check-in: "How are your Week 1 actions going?"
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**Week 3**:
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- Content drop (new module in library)
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- Community spotlight (highlight 1 client success story)
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**Week 4**:
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- Planning week (clients prep for next month)
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- 1-on-1 Coaching (TRANSFORM Scale: 2h session)
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- End-of-month accountability (AI reviews goal progress)
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**Quarterly Events** (Every 3 months):
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- **Quarterly Business Review (QBR)**: 90-min deep-dive session
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- Review progress (goals, metrics, Scale Framework score)
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- Celebrate wins
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- Identify roadblocks
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- Plan next quarter (OKRs)
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- Adjust service tier if needed (upsell opportunity)
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**Annual Milestones**:
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- **Month 6**: Mid-year check-in (30 min)
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- **Month 10**: Renewal conversation (start early!)
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- **Month 12**: Year-in-review celebration + contract renewal
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**Touch Frequency by Tier**:
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| Tier | Workshops | 1-on-1 | AI Chat | Total Touches/Mo |
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|------|-----------|--------|---------|------------------|
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| **Platform** | 0 | 0 | 5 | 5 |
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| **TRANSFORM Growth** | 1 (3h) | 0 | 10 | ~15 |
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| **TRANSFORM Scale** | 1 (3h) | 1 (2h) | 15 | ~25 |
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| **ADVISORY** | 1 (3h) | 3 (6h) | 20 | ~40 |
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#### Phase 3: Renewal & Expansion (Month 10-12)
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**Renewal Process**:
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**Month 10** (60 days before renewal):
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- **Trigger**: CRM alert to founder
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- **Action**: Review client health score (engagement, NPS, results)
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- **Decision**:
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- 🟢 Green (high engagement, happy): Proactive renewal email
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- 🟡 Yellow (medium engagement): Schedule retention call
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- 🔴 Red (low engagement, at-risk): Intervention (founder calls immediately)
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**Month 10 Email** (Green clients):
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```
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Subject: Let's talk about Year 2 🚀
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Hi [Name],
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I can't believe we're almost at the end of Year 1 together!
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Quick snapshot of what we've accomplished:
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- Scale Framework Score: [XX] → [YY] (+[Z] points 🎉)
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- Revenue Growth: [Metric, if known]
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- [1-2 other wins]
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I'd love to schedule a call to:
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1. Celebrate everything you've achieved
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2. Map out Year 2 goals
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3. Discuss if your current package is still the right fit
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How's [Date/Time] work?
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Looking forward to Year 2,
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Gregory
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P.S. If you refer another CEO before your renewal, you'll get $1,000 credit 😉
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```
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**Month 11 (Renewal Call - 30 min)**:
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- **Agenda**:
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1. Reflect on Year 1 (what worked, what didn't)
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2. Client shares Year 2 goals
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3. Recommend tier (same, upgrade, or downgrade - be honest!)
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4. Discuss pricing (usually same, unless tier change)
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5. Handle objections
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6. Close: "Ready to commit to another year?"
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**Objection Handling**:
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| Objection | Response |
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|-----------|----------|
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| "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?" |
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| "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]." |
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| "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." |
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| "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." |
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**Renewal Targets**:
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- **Retention Rate Goal**: 80% (Year 1 → Year 2)
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- Industry benchmark: 70-85% (B2B SaaS/coaching)
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- Churn reasons (acceptable):
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- Business closure/sold (5%)
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- Budget constraints (10%)
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- Moved to competitor (5%)
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**Upsell Opportunities**:
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- Platform → TRANSFORM Growth (20% of Platform members)
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- TRANSFORM Growth → Scale (30% after 6 months)
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- TRANSFORM Scale → ADVISORY (15% high-growth clients)
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**Month 12 (Contract Renewal)**:
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- Send contract 30 days before expiration
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- Payment: Auto-renew (if credit card on file) OR invoice (Net 15)
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- Celebration: "Welcome to Year 2!" email with gift (book, swag)
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---
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## ✅ QUALITY ASSURANCE FRAMEWORK
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### Quality Standards
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**Service Delivery Commitments**:
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1. **Response Time**:
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- AI Coach: <5 seconds
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- Email support: <24 hours (business days)
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- Urgent issues (platform down): <2 hours
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2. **Session Quality**:
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- Coach arrives 5 min early (set up, review notes)
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- Start on time (respect client's schedule)
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- Full attention (no multitasking, phone away)
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- Recap email sent within 24 hours
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3. **Content Quality**:
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- Workshops: Professional slides, 4.5+ rating
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- Resources: Tested (no broken links, errors)
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- Platform: 99.5% uptime
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|
||
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)
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- Founder role: 80% CEO (strategy, partnerships, sales), 20% delivery
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- SOC 2 Type II certification (security compliance)
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- 100 clients, $850K revenue, 13% EBITDA margin
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---
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## 📌 CONCLUSION
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Le plan opérationnel de GBCM LLC est conçu pour **scaler de manière durable** sans compromettre la qualité:
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✅ **Hybrid delivery model** (high-touch human + high-tech AI) = 4x capacity
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✅ **Process-driven excellence** (SOPs, metrics, continuous improvement)
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✅ **Client-centric design** (every process optimizes for client success)
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✅ **Technology leverage** (automate 60% of interactions, platform scales infinitely)
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✅ **Team scaling plan** (1.5 FTE → 4.5 FTE over 3 years)
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**Key Differentiator**: Most coaching firms scale linearly (1 coach = 15 clients). GBCM scales exponentially (1 coach + tech = 60 clients) 🚀
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**Next**: [Section 09 - Team & Organization](./09-team-organization.md)
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---
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© 2025 GBCM LLC - Business Plan v2.0 | Operations Plan
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