Human-Centred Operations: Productivity for Two or More People
Operations should empower people, not constrain them. Our human-centred approach ensures your business runs smoothly, adapts effortlessly, and delivers real, repeatable value impact - without sacrificing creativity.
​Why Your Operations Matter
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Operations is everywhere, but it is the businesses that master their operations that fly.
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What Operations is, however, is often misunderstood. Traditionally, here’s how people describe it:
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"The design, management, and improvement of systems that create and deliver products and services.”
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But this definition falls short. It conjures images of flowcharts, processes, and rigid structures, ignoring the essential truth: Operations is about people doing things, usually with the help of technology.
At Creative Grid, we see things differently. We define operations as:
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"Productivity for two or more people.”
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Our approach moves beyond bureaucracy to focus on collaboration, efficiency, and adaptability. Whether you're tackling bottlenecks, scaling processes, or integrating new technologies, we ensure operations serve your team - not the other way around.
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What is Human-Centred Operations?
Human-Centred Operations is about designing business processes that work for people.
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Too often, operations are over-engineered or underdeveloped - either slowing teams down with unnecessary complexity or failing to provide the structure needed to thrive.
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We take a holistic, human-first approach by:
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Applying design thinking to optimise internal and external services and experiences.
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Bridging the gap between leadership, teams, and technology.
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Focusing on business process improvement without losing creative flexibility.
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Aligning values, systems and workflows to create an environment in which people can do their best work.
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This means your business can scale, adapt, and improve without losing its culture, agility, or creative spark.
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Operations: The Holistic Approach
We believe that truly effective operations are designed with people at their core. To achieve this, we use our Human-Centred Operations Matrix - a holistic framework that ensures every aspect of your business operations works seamlessly together to maximise value while minimising friction.
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This matrix focuses on four key dimensions: People, Process, Platform, and Productivity. Each dimension is essential for creating operating systems that are not only efficient but also human-centric, adaptive, and aligned with your organisation's goals.
People
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Operations begin and end with people. This dimension ensures that your organisation’s values, culture, and leadership empower your teams to thrive.
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Values: What are the guiding principles of your organisation and its people?
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Capabilities: What skills and competencies are needed for your teams to deliver value?
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Incentives: Are incentives aligned across teams and functions, making it easy and desirable for people to behave in ways that deliver value?
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Leadership: What are the core principles of your leadership culture, and how do you elevate them to inspire and guide your organisation?
Process
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Processes should be designed to deliver maximum value with minimal pain. This dimension focuses on the workflows and principles that balance efficiency with innovation.
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Workflows: Are your workflows optimised to maximise value while minimising complexity?
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Principles: What principles guide your work? Are you agile, waterfall, service-driven, or something else
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Knowledge: How is knowledge developed, shared, and retained across your teams?
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Governance: Who oversees these processes, and how is governance structured to ensure accountability and transparency?
Platform
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The platform dimension examines the tools, systems, and services that support your operations. It ensures that your organisation is equipped to function seamlessly.
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Services: What shared services - such as IT support, HR, or accounting - are essential to delivering value
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Communications: How does your organisation communicate? Are your forums and tools - like meetings, chat platforms, or emails - optimised and cohesive
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Tools: What tools, systems, and platforms are required to deliver the work efficiently?
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Policies: What policies need to be in place to protect both the organisation and its people?
Productivity
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Ultimately, operations should drive productivity and ensure measurable success. This dimension focuses on defining, tracking, and communicating insights that drive success.
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Data: How is data collected, managed, and aligned across platforms and sources? Is it reliable enough to inform decision-making?
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Dashboards: Are insights communicated in a way that is understandable and actionable?
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KPIs: What are the key performance indicators for each workflow and for the organisation as a whole?
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Metrics: Beyond KPIs, what other metrics are essential to holistically measure operational success?
How We Use the Matrix
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When a client gives as problem to solve or capability to build, we use the Operational Matrix to help us frame our solutions inside the complex, human system that is your business. By doing so we avoid blind spots that can occur if you focus on a single dimension, such as process or tools.
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In doing so we create systems that are not just efficient but also empowering for your people, adaptive to change, and aligned with your organisation’s unique goals and culture.
Why Choose Creative Grid?
We don’t just optimise operations - we make them work for the people who power your business.
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People-First Approach: Operations should serve people, not the other way around.
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Bespoke Solutions: No off-the-shelf solutions; every business has unique needs.
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Strategic & Practical: We blend high-level strategy with hands-on execution.
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Creative & Startup Expertise: We specialise in operations for startups and creative businesses, where flexibility and structure must be carefully balanced.
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Let’s make your business run smoother, smarter, and with more impact.
Our Services: Tailored Operational Consulting
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Consultant Model
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We provide strategic insights and operational design to help your team optimise workflows, automate processes, and enhance business efficiency.
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What We Offer
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Holistic operations strategy and process design across the **Operational Matrix**: People, Process, Platform, and Productivity.
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Business process and workflow improvement.
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Service and product implementation design.
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Technology selection, implementation, and adoption.
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Rate
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Deliverable-based, calculated on an indicative rate of £125 per hour.
Perfect For
Businesses needing expert advice while keeping implementation in-house.
Practitioner Model
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We embed within your business to lead, manage, and execute operational transformation.
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What We Offer
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Implementation and execution of operational strategy across the **Operational Matrix**: People, Process, Platform, and Productivity.
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Fractional operational leadership to embed operational excellence in new businesses, business units, or functions.
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Change management to deliver process and organisational improvements without undermining what makes your business great.
Rate
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£650 per day.
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Perfect For
Businesses needing dedicated, hands-on support in their journey towards operational excellence.
Frequently Asked Questions
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What does an operations consultant do?
An operations consultant provides expert advice to help businesses streamline workflows, improve efficiency, and implement automation. At Creative Grid, we ensure your operations align with your people, culture, and growth goals.
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What’s the difference between an operations consultant and a practitioner?
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A consultant advises and strategises - giving you the roadmap.
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A practitioner embeds within your team - leading execution from within.
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How can business operations consulting help my company?
We help businesses eliminate inefficiencies, automate processes, and create better ways of working without losing sight of your people. Whether you're a startup, agency, or large organisation, we ensure your operations fuel growth, productivity, and innovation.
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How does automation fit into Human-Centred Operations?
Automation is a tool, not the goal. We focus on automating repetitive, low-value tasks so your team can focus on creativity, strategy, and high-impact work.
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What types of businesses do you work with?
We specialise in creative industries and tech - from agencies and startups to large-scale creative organisations. If your business needs structure without losing flexibility, we’re the right fit.
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Let’s Get Started
Ready to transform your operations into a driver of success? Looking for expert advice? Our consultant service is perfect for businesses that want a clear roadmap.
Need hands-on support? Our practitioner service embeds within your team to lead execution.
Book a Complimentary Discovery Call today and let’s build operational systems that work for your people.