COMMERCIAL SERVICES
Operations Diagnostic, Process & Pricing
Angulo & Morsa Legacy Consulting helps established owner-led and family-owned businesses improve the customer journey and the operating systems behind it.
A recurring problem may affect how prospective customers understand and contact the business, how inquiries are handled, how products or services are delivered, or how customers are followed up with, retained, and encouraged to return or refer others.
We examine the customer-facing experience together with the workflows, responsibilities, communication, technology, employee practices, performance measures, and management routines required to support it.
Our commercial work is generally best suited for employer businesses where multiple people, processes, systems, departments, or locations must coordinate consistently.
Every new direct commercial client begins with a paid Operations Diagnostic.
Looking for Public-Sector Support?
Public agencies, special districts, public-serving organizations, and government prime contractors follow a separate scoping, procurement, contracting, and pricing process.
View Public-Sector Operations Support
The Commercial Engagement Path
Diagnose → Improve → Sustain
These are sequential phases for direct commercial engagements, not independent service packages.
Diagnose
Understand one defined business problem, examine the current customer and operating process, and determine what should be addressed first.
Improve
Design, test, document, and implement defined changes supported by the Diagnostic findings.
Sustain
Stabilize the improved process and prepare the client’s managers and employees to maintain it.
The Operations Diagnostic is the standard starting service for new direct commercial clients. Improvement may be proposed after the Diagnostic identifies a defined implementation need. Sustainment is available only after an improvement has been implemented.
Each phase requires a separate written scope and approval. Clients are never automatically enrolled in additional work.
Public-sector and government prime-contractor engagements do not follow this standard commercial package structure.
Start Here: Operations Diagnostic
Standard Operations Diagnostic — $3,500
The Operations Diagnostic is the required first paid engagement for every new direct commercial client.
It is a fixed-scope engagement focused on:
One defined business problem
One primary customer or operating process
Generally one business location
The areas, access, deliverables, and professional-hour limit stated in the written scope
The purpose is to determine:
What is currently happening
Where the process is breaking down
What factors appear to be contributing
How the problem is affecting the business
What should be addressed first
How improvement may be measured
The Diagnostic is not an unrestricted audit of the entire organization, an ongoing coaching arrangement, or a preliminary sales call. It is a structured professional engagement intended to provide useful findings and a defensible basis for action.
When a Diagnostic May Be Appropriate
A Diagnostic may be appropriate when:
Prospective customers do not clearly understand the offer, value, process, or next step
Customer inquiries or sales opportunities are not handled consistently
Intake, onboarding, scheduling, fulfillment, or service-delivery handoffs break down
Customer-facing information differs across the website, phone, email, or employees
Employees perform the same work in different ways
Responsibilities or decision authority are unclear
Information is lost between employees, departments, or systems
Important work depends on memory or individual employees
Managers cannot reliably confirm that critical work was completed
Rework, delays, administrative effort, or avoidable coordination are consuming capacity
Existing software, automation, or AI-assisted tools are underused or poorly integrated
Post-service follow-up, customer recovery, repeat-business, review, or referral processes are inconsistent
Routine operating decisions continue to depend heavily on the owner
Leadership has attempted to correct the problem, but it continues
The problem should be recurring and significant enough to justify structured investigation.
When Free Support May Be the Better Starting Point
We do not recommend a paid consulting engagement when a business can reasonably address its needs through general education, mentoring, or publicly supported assistance.
Free resources may be the better starting point when you are:
Planning or launching a business
Seeking general business guidance
Developing a business plan
Exploring loans, funding, or available programs
Learning foundational marketing, financial, or operational concepts
Looking for an experienced mentor or sounding board
Resources to consider:
A paid Operations Diagnostic becomes more appropriate when an established organization has a recurring and materially significant problem that requires someone to examine how the work actually happens, evaluate evidence, identify supported causes, and help translate the findings into implemented operational changes.
What We May Examine
Depending on the approved scope, we may examine relevant parts of:
Customer-facing information, communication, and next steps
Website, form, phone, email, and other customer contact pathways
Inquiry capture, response, qualification, and follow-up
Customer decision, purchase, intake, and onboarding processes
Scheduling, fulfillment, service coordination, and delivery
Communication during the customer’s product or service experience
Internal workflows, responsibilities, and handoffs
Procedures, documentation, training, and employee work practices
Existing software, systems, automation, and manual workarounds
Post-service follow-up, customer recovery, repeat business, reviews, and referrals
Customer, employee, and management input
Available operating, customer, and performance information
Management measures, controls, and review routines
We examine only the customer-journey stages and operating conditions connected to the defined problem.
What You Receive
Specific deliverables are confirmed before work begins. A standard Diagnostic generally includes:
A defined statement of the problem
A documented understanding of the current process
Identified breakdowns and likely contributing factors
Relevant gaps involving communication, workflows, responsibilities, procedures, training, tools, or management oversight
Prioritized recommendations
Suggested operating or performance measures
Practical options for moving forward
A findings review with business leadership
The findings are intended to provide standalone value. The client receives them whether or not additional services are requested.
Diagnostic Pricing and Terms
The standard Operations Diagnostic is $3,500, paid before the engagement begins.
Before payment, a written agreement identifies:
The defined problem and primary process
Included and excluded areas
Deliverables
Information and access requirements
Client responsibilities
Professional-hour limit
Delivery method and planned on-site work
Anticipated timeline
Total price
Cancellation, rescheduling, and refund terms
The standard price generally applies to one defined problem, one primary process, and one location.
When stated in the approved scope, the Diagnostic may include one purposeful on-site session within Riverside County. Work involving additional problems, processes, departments, locations, interviews, analysis, deliverables, travel, or on-site activity requires a separate or expanded proposal.
Any expanded scope and its total price must be approved before the additional work begins. We do not add unapproved travel, technology, vendor, or project charges after an engagement starts.
What Happens After the Diagnostic
After receiving the findings, the client may:
Implement the recommendations internally
Work with another qualified provider
Engage a specialized vendor
Pause before taking action
Decide that further work is not justified
Ask Angulo & Morsa to propose an Improvement Engagement
No additional service is required.
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Improvement Engagements — Starting at $7,500
For direct commercial clients, Improvement is available only after completion of an Angulo & Morsa Operations Diagnostic.
It is a separately scoped implementation engagement that may be proposed when the Diagnostic identifies a defined problem, supported priorities, and a practical need for implementation assistance.
Depending on the approved scope, Improvement may include:
Clarifying customer-facing information, expectations, or next steps
Improving inquiry capture, response, qualification, and follow-up
Redesigning intake, onboarding, scheduling, fulfillment, or service-delivery workflows
Strengthening customer-facing and internal communication
Clarifying responsibilities, ownership, and decision authority
Improving internal handoffs
Developing procedures, checklists, templates, or job aids
Establishing practical customer and operating measures
Improving the use of existing software
Incorporating appropriate automation or AI-assisted workflows
Testing and refining process changes
Training employees and managers
Supporting implementation and adoption
Improving post-service follow-up, recovery, retention, review, or referral processes
Focused Improvement Engagements start at $7,500.
The written proposal states the full approved price, payment schedule, deliverables, timeline, client responsibilities, and included on-site work before the engagement begins. Payment may be required upfront or through defined milestones, depending on the scope.
Third-party software, subscriptions, licensing, equipment, contractors, or vendor services are not included unless expressly identified in the proposal.
No specific financial, operational, customer, or employee outcome is guaranteed. Results depend in part on the client’s decisions, participation, operating conditions, implementation, and continued use of the agreed process.
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Sustainment Support — $3,500 Per Approved Month
Sustainment Support is an optional commercial service available after an improvement has been implemented.
It may include:
Reviewing early performance
Comparing results with the starting point
Resolving implementation problems
Refining workflows, communication, procedures, tools, or measures
Reviewing customer or employee feedback
Supporting employee and manager adoption
Coaching the assigned manager or process owner
Confirming ownership of documents, systems, measures, and review routines
Completing a structured handoff
Each month is a separate fixed-scope engagement priced at $3,500, paid in advance.
There is no automatic renewal, minimum number of months, or automatic charge for future support. Each additional month requires written approval before work begins.
The goal is to prepare the client’s managers and employees to operate, evaluate, and maintain the improved process independently.
Clear Scope and Shared Responsibility
Effective operational improvement requires accurate information, access to the people involved in the work, and active support from leadership.
Depending on the engagement, the client may be responsible for:
Providing requested records and operating information
Making relevant employees and managers available
Providing access to applicable systems and tools
Reviewing and approving proposed changes
Assigning a manager or process owner
Supporting employee participation and communication
Completing agreed implementation activities
Identifying constraints that may affect the work
Specific responsibilities are documented before each phase begins.
We do not recommend technology, staffing, training, or process changes simply because they are available. Recommendations must be supported by the defined problem, available evidence, likely business value, implementation requirements, and the client’s operating constraints.
Start With an Inquiry
You do not need to determine the cause of the problem or select a solution before contacting us.
For a commercial inquiry, tell us:
What your business does
The recurring problem you are experiencing
How it is affecting customers, employees, revenue, service quality, capacity, or management
What you have already tried
Why resolving it is currently a priority
We review each commercial inquiry to determine whether an Operations Diagnostic appears to be an appropriate next step.
The same inquiry form may also be used by public-sector organizations and government prime contractors. Public-sector opportunities are reviewed according to the requested scope, procurement requirements, qualifications, timeline, and contracting structure.
We may respond with additional questions or invite you to a brief introductory conversation when clarification would be useful.
Submitting an inquiry does not purchase a service, authorize work, create a consulting relationship, or commit either party to an engagement.
Investigation, analysis, findings, recommendations, and project work begin only after the appropriate written agreement and authorization requirements have been completed.