These have one thing in common.
In every one of these, the technology was the smaller half of the problem. The result came from deciding what to fix first, measuring where things stood before the work started, and getting the people who use the system to use it. That is the same work being offered here.
Ed served as Director of the Eastern Zone for the General Services Administration. The zone covered the eastern United States, the Caribbean, and Western Europe, with headquarters in Philadelphia and regional offices in New York City, Boston, and Virginia Beach. He led technical contract managers, contracting officers, finance staff, contracting staff, and a technical support team that supported his own zone and others.
The three results below came out of that work, delivered by the teams and contractors he directed.
2×
Doubled US commercial air traffic capacity
For the FAA, with no new airport gates and no sacrifice to safety. A technology answer replaced an infrastructure answer.
Replicated
A neural network built for NASA Goddard
Other NASA divisions asked to replicate the neural network delivered for NASA Goddard.
DOD Standard
An Army ammunition tracking system
An Army ammunition tracking system became a Department of Defense standard adopted at the Pentagon.
100%
From near-zero adoption to full team adoption
A nonprofit bought a major CRM and stalled three months in. The team said they were not technical. On-site work trained them on their own jobs using the tool rather than training them on software. The result was one hundred percent team adoption and ninety two percent active utilization.
26 yrs
A managed IT company run from $0 to $2M ARR
Ed ran a managed services company for twenty six years and grew it from $0 to $2M in annual recurring revenue, with a 17-year average client tenure against an industry norm of three to five years. One client stayed all twenty six years and still calls.
$396,000
Added to the bottom line of a $1.2M firm
Automation took over the first three project stages of a $1.2M web development firm, with a human left in the loop on the final deliverable. Profit went from 12% to 48%, which added $396,000 to the bottom line.
$16,000
Saved in outside accounting fees
A residential home services company saved $16,000 in outside accounting fees after a voice agent took over the calls, and the owner's daughter went back to the books she had trained for.
160 Locations
A voice routing system across 160 locations
A voice routing system architected across a 160-location restaurant franchise runs around the clock with no human intervention required for routing.
The industries differ, and the pattern does not.
The same problem turns up in every industry, and so does the same fix.
What they have in common is that in every one of them, the work was getting stuck in the same handful of places, which are the handoffs between people, the knowledge that lives in one person's head, and the steps nobody ever wrote down.
We do not arrive knowing your industry better than you do, and we would not claim to. You know your business. What we bring is the ability to find where the work is getting stuck, and that turns out to be the same skill whether a company is routing aircraft or scheduling crews across five locations.
Answer twelve questions and know what to do next.
The Map tells you where to go, in what order, when, and how you will know it worked.
We also publish free reference documents for owner-led companies.
