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Insights

Thinking in public.

Articles and frameworks on frontline managers, SaaS operations and practical AI. The methods this practice runs on, published rather than protected. Use them without hiring anyone.

Articles

Start here.

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Management

Untrained managers are an operating cost

8 min read

 Mist rising off still water at the edge of a dense treeline

Governance

The AI policy your insurer and your customers will ask about

8 min read

 Mist rising off still water at the edge of a dense treeline

Governance

Shadow AI is already in your company. Here's the map

8 min read

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Retention

The six questions that find churn before it finds you

7 min read

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Operations

The two-person dependency test

6 min read

Frameworks

The methods, named.

For managers

  • Keep The SCORE. Earn The TRUST. A framework for frontline managers. SCORE is management, TRUST is leadership, and the ten letters can be practiced weekly.
  • What You Own Now The four buckets every new manager owns (the work, the people, the process, the reporting), the decisions that are theirs, and a charter.
  • The Role Doc A ten-part job description that pairs every volume metric with a quality metric, separates required from preferred, and builds in the ramp.

For operations

Browse the frameworks library

One useful idea a month.

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