Business Improvement
Your processes probably weren’t designed. They grew.
Steps get added, workarounds become habits, and how things work ends up living in a few people’s heads.
I lead the work from scope to handover: working with your team, reporting to your board, making the agreed changes in your systems, and handing over processes your team owns. The changes are in place, tested and documented, not left in a report.
Who it suits
Organisations that need change delivered.
- Large organisations that need an improvement project led alongside their internal teams
- Associations, community and not-for-profit organisations where a small team is stretched thin
- Small and mid-sized businesses whose processes have become manual, inconsistent or reliant on individual knowledge
- Teams that have introduced a system that isn’t yet doing what they hoped
- Leaders and boards who need clarity on who decides what, and visible progress on the work
Probably not the right fit
- You only need a written report or audit, with no one to make the changes
- You need a full delivery team rather than one experienced lead
- You need legal, insurance or privacy advice
What I help with
Four areas of work.
Leading the work
Scope, roadmap, budget, stakeholders and board decisions, managed through to handover.
Fixing how work runs
Clearer roles and approvals, simpler onboarding, and records that are complete, current and kept in one agreed place.
Getting more from your systems
What your platforms can automate, what should stay a clear manual step, configuration where I have access, and requirements your vendor can quote against.
Transition to business-as-usual
Testing and rollout, then support models, knowledge base articles, and disaster recovery and business continuity plans, so your team can run it once the project ends.
How an engagement runs
Five stages, scoped before work begins.
- Listen and set upConfirm scope, contacts and access. Talk with the people who do the work, and the people it serves, about what works and what gets in the way.
- Map and assessMap current processes with the people who use them. Identify gaps, delays, unclear ownership and duplicated effort, and make early quick wins.
- Design and optionsDesign future processes with clear touchpoints: who does what, when, and where people and systems hand over. Larger changes come with options and a recommendation.
- Decide and planYour board or management team agrees priorities. I confirm an implementation plan within the budget.
- Implement and hand overMake the agreed changes, test them with process owners, and hand over guides, owners and a list of any open items.
What you can expect
Clear budget, visible progress, processes you own.
- Quick wins early. Low-risk, easily reversed changes made early, agreed with your nominated contact.
- A clear budget. Work is scoped to your budget and delivered in priority order. A capped budget isn’t exceeded without your written approval.
- Reporting you can see. Short progress notes, a one-page board report, and changes to scope, budget or timing agreed and recorded.
- Processes you own. At handover, your team has the processes, guides and owners it needs, without depending on me.
Your engagement, in one place
Every TrustShyft consulting engagement is supported by a secure Client Portal.
You’ll have access to your engagement’s delivery plan, progress reports, actions, decisions and invoices, so you can see how the work is progressing without needing to chase updates.
Information is reviewed before it’s released to the portal, and access is limited to authorised people within your organisation.
Where AI is part of the work
If AI is used anywhere in the processes I’m improving, I design human review into the process and show how it can be evidenced, using my Behavioural Governance for AI™ framework.
Explore the framework →Questions
Scope, terms and working with me
How do I engage you?
Reach out through the contact form, by email at sandra@shyftai.com.au or on 0419 179 185. We’ll start with a short conversation about the problem. I then send a proposal setting out scope, roadmap, budget and reporting. Work begins once we’ve signed a written agreement.
How long is an engagement?
It depends on what your organisation needs. If the scope isn’t clear yet, I can start with a one-month scoping engagement that gives you a roadmap and a proposal for the full work. Full improvement engagements run for a minimum of 3 months.
How are engagements priced?
Engagements are priced at an hourly or day rate, agreed in the proposal. Reasonable expenses, such as workshop materials, travel, tolls and parking, are charged at cost and agreed with you in advance. Where a budget cap is agreed, it isn’t exceeded without your written approval, and you see hours used against the budget in every progress note.
Do you work onsite?
Every engagement combines onsite and remote work. I’m based in Brisbane. For interstate engagements, the first meeting is in person and the rest of the work is remote.
Are you insured?
Yes. I hold professional indemnity insurance ($1 million) and public liability insurance ($10 million) with Chubb. A certificate of currency is available on request.
Will you work with our existing systems and vendors?
Yes. I’ll need access to your systems to evaluate them. I work out what your current platforms can do, configure standard settings where I have access, and write clear requirements when a change needs your vendor’s own team.
What happens at the end of an engagement?
Every engagement ends with a handover: the changed processes, tested and live, with guides, named owners and a list of any open items. What’s included is confirmed in the proposal and the signed contract.
Consulting does not include legal, insurance or privacy advice. Where an engagement touches those areas, I work from your policies and help you identify questions for your advisers or insurer.
Where is your team working around the process?
That’s usually the best place to start. Tell me about it and we’ll work out whether a focused piece of work would help.