Service 04
Run
We own the process and the outcome, a function, a queue or a pipeline.
Book a callFit
Who it suits
Each line below should sound like your situation. If one is off, say so on the call and we will point you to the service that fits.
- You have run the function as a Pod with us, so the baseline is real and both sides know what the work is.
- You want Hiraya to be accountable for the outcome, not only for the people.
- You can name the measure that matters and agree it in writing.
- The work is a whole function rather than a role: a support queue answered within its target, an outbound pipeline filled, a month-end close done by the date.
Step by step
How an engagement runs
The steps below are the whole engagement, in order, with a named account owner on every one of them.
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The Pod baseline
Every Run starts as a Pod. That period gives both sides a real baseline: volumes, quality, turnaround, and the exceptions.
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The conversation
When the baseline is clear, we talk about which outcome Hiraya should own, how it will be measured, and what you keep.
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Implementation
We design the process, choose the tooling, write the runbook and staff it. Implementation is a defined piece of work of its own.
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We run it
The team, the lead, the process and the reporting are ours to manage. You see the measure and the report.
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Reporting against the measure
Check-ins at day 7, 30, 60 and 90 of the Run, then a monthly report and a review with your account owner.
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Review
A six-month initial commitment, then a review of the measure and the scope.
Included
What is included
The same list on every engagement of this kind. If you need something that is not here, ask and we will tell you whether we can do it.
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Process design and a written runbook
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The team and the lead, recruited, contracted and paid by us
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Tooling and reporting set up for the outcome
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A monthly report against the agreed measure
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A named account owner with one-business-day response
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Replacement of any member if it does not work out
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Annual compensation review with each professional in the room
The promise
A monthly report against the measure you agreed, and you hear about a miss from us first.
In detail
You own the measure. We own the way it is met.
What you do
- Agree the measure and the scope in writing.
- Provide the inputs: product knowledge, access, and someone we can escalate to.
- Review the monthly report and the measure with your account owner.
What Hiraya does
- Designs the process and writes the runbook.
- Staffs, leads and manages the team.
- Runs the function and reports against the measure.
- Escalates what needs your decision, and nothing else.
- Reviews the measure and the scope with you at the end of the initial commitment.
Run, compared with the other three
Run rather than Embed or Search. When the work is a whole function rather than a role.
Run rather than Pods. When you want to hand over the outcome, not only the people. Pods keep direction with your manager; Run puts it with ours.
Not yet. If you have not run the function as a Pod with us. That is the starting point, and it is where the conversation begins.
Run, answered
Why does Run start with a Pod?
A Run agreement needs a real baseline. A Pod gives both sides the volumes and the exceptions before anyone commits to an outcome.
What is the commitment?
A six-month initial commitment, with an implementation step at the start.
Who manages the team?
Hiraya does. You get the measure, the report and a named account owner.
What happens if the measure is missed?
You hear it from us first, in the report, with the reason and what changes. The measure is the point of the arrangement, so we treat a miss as ours to fix.
Start here
Tell us what the work is
A short call is enough to start. We will ask about the work, the manager and the timing, and say plainly whether Run fits or another service does.