Where revenue leaks in this sector.
The five common failure modes I see when I survey a new operator in this space.
01
Tooling that's a decade behind
The operators doing the hardest work are often the ones handed the oldest software.
02
Data silos
The dispatcher knows things the analyst doesn't. The analyst knows things the exec doesn't. Nobody's sharing.
03
Tribal knowledge
The thing that keeps the operation alive is in one person's head. When they leave, chaos.
The playbook, applied to adjacent sectors.
Same five phases every time — here's what they look like in this sector.
01
Survey
Same as always: walk the site, watch the work, find the workarounds, capture the tribal knowledge.
02
Blueprint
Design for the person doing the work, not the person reporting on it.
03
Build
Ship the surface that matters first. The analytics can come later — the ops team needs tools now.
04
Commission
Break it on purpose. Bad networks. Mid-shift changes. Every edge case the ops team already knows is coming.
05
Operate
Weekly rhythm. Forever.