Real Estate Business: Operations and Handover
A business's operating structure, documented and handed to an incoming team of around 43 people.
Client and context
A luxury real estate business, set up as the first of a model meant to repeat in other markets. Alongside its brand and website, the work covered how the business stored its knowledge and how it would run day to day. The business and its people stay unnamed.
The problem
Almost everything of value in the business had been built by one person, so its knowledge and access sat in one place. An incoming team of around 43 people, who had built none of it, needed to take it over and finish the work.
The approach
One shared home was set up for everything the business knew, with a master index and one naming convention so any file could be found. The daily work, from listing properties to publishing content, was written down as procedures. The handover was planned around what would be lost first: access was secured, open decisions were written down, and the incoming team was given a prioritised list of what to finish, with a short starting guide to where things stood.
The result
A documented operating structure and a handover for an incoming team of around 43 people: one organised home for the business's knowledge, written procedures for the daily work, and a prioritised plan for finishing what was in progress.
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