A focused, fixed-fee engagement that tells you, with precision, exactly where you are, what is holding you back, and what to fix first.
Most organisations know something is wrong: costs are too high, service is declining, or growth has stalled. What they don't always know is precisely why, or what to fix first. The Dimred Rapid Diagnostic Sprint is a structured, high-velocity assessment of your operations, people, processes, technology, and client experience, delivered personally by Warren Mc Dermid, drawing on 30 years of senior leadership experience across South Africa's most demanding organisations. From AI-enabled insights and data strategy to system alignment and process automation, we turn technology investments into measurable outcomes.
Client satisfaction is dropping, complaints are rising, or key metrics are moving the wrong way, and you need to understand why before it worsens.
Processes that grew organically are now causing rework, SLA breaches, and cost overruns, and the root cause isn't yet visible from the top.
A new division, a leadership transition, or a team that would benefit from stronger structure, clearer objectives, and renewed leadership support. An independent view helps before costly decisions are made.
AHT is too high, FCR is too low, costs are rising, and agent attrition is draining your investment. You need a diagnosis before a redesign.
You are launching a new service line, entering a new segment, or building a new operation and need to design it correctly from the start.
Two businesses or teams have been brought together. The integration on paper has happened, but alignment in practice is still taking shape.
All six are assessed, because the challenge in one always has roots in another.
Journey mapping, NPS/CSAT trends, channel effectiveness, and service benchmarking.
SLA breach analysis, end-to-end process mapping, and technology utilisation.
FCR, AHT, occupancy, shrinkage, WFM effectiveness, and QA framework review.
Leadership effectiveness, coaching culture, succession, and engagement indicators.
Regulatory status (FAIS, TCF, AML), governance frameworks, and risk protocols.
Cost-to-serve analysis, budget performance, and ROI of current investments.
Speed matters in this industry. The Sprint is designed to move quickly without sacrificing depth. Here is what the five days looks like.
Leadership kick-off, focused stakeholder interviews, and an initial pull of service, complaint, and performance data.
Structured analysis across all six dimensions, including technology and data maturity, benchmarked against sector norms.
Root cause mapping and identification of quick wins alongside longer-term structural opportunities.
Prioritised roadmap development, with initiatives ranked by impact, feasibility, and speed to value.
Finalised report and a focused executive presentation to leadership, with a full implementation handover.
No academic frameworks. No generic observations. Specific findings about your business, your people, and your next steps.
A structured written report covering all six dimensions, findings, analysis, and evidence behind each conclusion. Typically 25–40 pages.
A visual map showing the 3–5 core drivers behind the organisation's challenges, the causes behind the symptoms, not just a symptom list.
A 30/60/90-day action plan with initiatives ranked by impact and feasibility, including owner, timeline, and expected outcome.
A concise operational guide for 5–8 actions the team can begin immediately, with step-by-step guidance and success measures.
Where significant investment or restructuring is recommended, a supporting business case with cost, benefit, and ROI modelling.
A board-ready presentation of findings and recommendations, presented personally by Warren Mc Dermid.
Many clients continue with a monthly advisory retainer to support implementation of the roadmap.
Get in touch, or schedule a free consultation, to plan your Rapid Diagnostic Sprint.