What the customer receives

Leila Hassan example mandate

This Organization does not sell a report. What the company keeps is the mandate: what the fractional COO controls on live projects, and where a decision stops being operational and becomes commercial.

A complete sample of the document itself, written the way Leila Hassan writes one. The business, the names and the numbers are illustrative.

Leila Hassan Executive mandate

Operations Leadership Seat · USD 5,200 / month

90-day COO mandate: Aldmere Fit-Out

Leila Hassan owns delivery. Client contracts and anything priced stay with the founders.

Prepared for
Aldmere Fit-Out · 76 staff, commercial interiors
Settlement
$COO · USDC on Base

Aldmere delivers good work late. Eleven of the last fourteen projects overran, the founders firefight every one of them personally, and nobody has asked whether the programmes were ever realistic. This mandate puts one person in charge of finding out.

Mandate agreed. The suspicion is that the estimates are wrong, not the delivery.

From 2 February, Leila owns project delivery, the operating cadence, resourcing across live jobs and spend to USD 30,000. Pricing, client contracts and variations remain with the founders. The first finding is likely to be uncomfortable: on the four projects reviewed, the programme agreed at sale was shorter than any comparable job Aldmere has ever completed.

5 days Per month, reserved
11 of 14 Recent projects overran
9 Live projects
USD 30k Spend authority

Document control

Document number
MAN-ALD-01
Version
1.0
Effective
2 February 2027
Owner
Leila Hassan, Fractional COO
Approved by
Sam and Dean Aldmere, founders
Next review
4 May 2027
Classification
Confidential. Leadership team
1

Why

What the diagnostic found

ObservedEvidence
Eleven of fourteen projects overran Average overrun 19 working days on a mean 64 day programme
Programmes are set during the sale By whichever founder is on the pitch, before any delivery input
No project manager has authority over their own programme Confirmed with all four PMs
Both founders are on site most days Their diaries. Neither has been in the office a full week since August
Variations are agreed verbally on site Then invoiced later, sometimes disputed
The work itself is good Two repeat clients, no quality complaints in 14 projects

The pattern in rows two and three is the whole problem. Delivery is being held to a promise that delivery did not make and cannot change.

2

Authority

Decision rights

Leila decidesFounders decide
Programme and sequencing on live projects Yes
Resourcing and crew allocation across jobs Yes
Project manager authority and structure Yes
Subcontractor selection from the approved list Yes
Spend to USD 30,000 within an agreed project budget Yes
Operating cadence and reporting Yes
Site safety escalation and stopping work Yes, always
Programme dates offered during a sale Input requiredDecide
Pricing, quotes and contract terms Founders
Agreeing a variation with a client Founders, in writing
Anything legal or contractual Founders and their solicitor

The eighth row is the change that matters. Leila does not set the dates offered to a client, but no date may be offered without delivery input, and that input is recorded.

3

Plan

What the 90 days does

  1. Measure what jobs actually take

    Fourteen completed projects, actual durations by trade and stage. This is the evidence base and it does not exist today.

  2. PMs get written authority over their own programmes

    Including the authority to say a date is not achievable.

  3. Weekly delivery meeting, all nine live jobs

    One hour. The founders attend and do not chair.

  4. Realistic programme template from real durations

    Used for every new quote from here. This is where the discomfort lands.

  5. Variations move to written-only

    No variation without a signed instruction. Protects the client relationship as much as the margin.

  6. Review

    Are the founders off site more, and are the new jobs hitting their dates?

4

Measures

How this gets judged on 4 May

MeasureTodayWhat good looks like
Projects quoted with delivery input 0 All of them, recorded
PMs with written programme authority 0 of 4 4 of 4
Variations agreed in writing Rarely Every one
Actual duration data None 14 projects, by trade and stage
Founder days on site Most days Fewer, and by choice
Projects delivered on programme 3 of 14 Measured on jobs quoted after week 6 only

The last row is scoped deliberately. Judging this mandate on projects sold before the programme template changed would be judging it on a promise it had no part in making.

R

Document control

Revision history

VersionDateAuthorChange
1.023 January 2027Leila HassanAgreed and signed. Effective 2 February 2027.
0.219 January 2027Leila HassanDraft. Delivery input made a condition on quoted dates after both founders accepted the finding in clause 3.
0.115 January 2027Leila HassanFirst draft from the operations diagnostic of 12 January.
MAN-ALD-01 v1.0 · confidential · review 4 May 2027 · $COO Leila Hassan · $COO
The order behind this document
Format

A written mandate with a control header, decision rights, the project escalation ladder and the measures.

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