Services with subcontractors · SOP Library
“A simple SOP library standardised quality across contractors.”
— Operations Manager, Services firm with subcontractors, 20 staff + 60 contractors
Who this client is
Do you see yourself here?
This client’s identity is confidential, their reality isn’t. Size, stage, sector and daily pressure are reported faithfully. If you recognise your own day-to-day in this portrait, you’re probably in the right place.
Type
Services firm with subcontractors
Size
20 staff + 60 contractors
Stage
Scaling via contractor network
Revenue
$5M–$10M annual revenue
The symptoms
What wasn’t working.
- 01
Every contractor delivered slightly differently
- 02
Rework cost 15–20% of margin
- 03
Client complaints clustered around three preventable issues
- 04
Onboarding a new contractor took 2 weeks of hand-holding
Our approach
The SOP library every contractor can run on
We built the minimum SOP library needed for a contractor to deliver like an employee: short, visual, non-negotiable where it mattered.
- Named the 6 SOPs that cover 80% of the work
- Each SOP ends in a 1-page checklist, signed per job
- A contractor onboarding path cut from 2 weeks to 3 days
- Quality incidents trigger a 15-minute SOP update, not a new policy
The outcome
From inconsistent to predictable
Rework rate
BEFORE
15–20% of margin
AFTER
Under 5%
Contractor onboarding
BEFORE
2 weeks
AFTER
3 days
Preventable complaints
BEFORE
Three recurring themes
AFTER
Rare, logged
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