Having the right people doing the right jobs is fundamental in many ways, not least for cost control. The Operations Director of this business had concerns they couldn’t grow without a change to the way they were operating. I completed an operational review of one division – a 20 person sales and operations team. Amongst the findings revealed by the analysis: higher paid sales staff were spending too much working on lower margin opportunities and on administration tasks, at the expense of higher margin sales and of business development work; uncertainty amongst the team about what types of business were the most attractive which meant they couldn’t prioritise enquiries to deal first with those closest to their “appetite”; a one-size fits all sales process where all enquiries (complex/simple, low value/high value) were treated in the same way and with the same cost of service. Making sure the right people were doing the right work, prioritising processing efficiently not only enhanced current margins but provided a platform for growth in the most profitable way.