A premium TAKT service · Physical Operations & Friction Consulting
We fix operations that break under pressure.
We step into operational chaos — messy human workflows, jammed physical spaces, failing service loops — stress-test what's really happening, and hand you a Target Operating Model that works on the ground, not just on paper.
When the system fights the people running it
Most operational failure isn't a people problem — it's a friction problem. The work is sound; the system around it is broken. Left unaddressed, the symptoms compound until the whole operation is running on goodwill and overtime.
Staff burnout
Good people worn down by the process, not the work. Every day is a fight against the system that's supposed to help them.
Physical bottlenecks
Queues, handoffs and choke points that throttle throughput — the whole operation moving at the speed of its worst pinch point.
Spatial friction
Layouts that force wasted movement, waiting and rework. The building itself is working against the people inside it.
Failing service loops
Steps that never quite close. Exceptions that swallow the day. Work that loops back on itself instead of getting done.
Our approach
We are fixers. We don't write theory — we get into the operation, prove what works under real conditions, and leave you with a model that holds.
Observe & Map
We get on the ground. We shadow the real work — not the version on the org chart — and map where friction actually lives. You cannot fix what you have only heard about in a meeting.
Stress-Test & Prototype
We run live, physical experiments in the real environment. We change something real, under real conditions, and measure what happens. Ideas that survive contact with reality earn their place.
The Playbook
We hand you a streamlined, highly-efficient Target Operating Model — roles, flows and spaces, documented so it holds under pressure and long after we've left the building.
Case study · Crisis intervention
High-Security Target Operating Model
During COVID-19, a prison needed to stand up social video-call operations at pace — a new, high-stakes service in one of the most security-sensitive environments there is. The obvious model was impossibly staff-heavy.
We got on the ground, mapped the real flow, and found that staff were tied up in non-essential processes around the calls. By decoupling those processes, we drastically reduced the staff-to-inmate ratio the operation required — without compromising security. A workable, humane service, delivered under crisis conditions.
Read the full case study →Staff decoupled from non-essential process
Freeing officers for the work only they can do
Ratio drastically reduced
Same service, a fraction of the staffing load
Security uncompromised
Efficiency without a single concession on safety
Selected case studies
High-Security / Prison System
High-Security Target Operating Model
A crisis-intervention TOM for prison social video calls — drastically cutting the staff-to-inmate ratio without compromising security.
Read the case study →UK Government · UKHSA
National Crisis Logistics
A resilient workflow bridging national surge data with local physical deployment — getting PPE and funding to the ground at speed.
Read the case study →Where is your operation breaking?
Tell us where it hurts. We'll get on the ground, find the real friction, and show you what a streamlined operation looks like.
Book a Physical Operations Audit