How long did this kind of engagement take?

Process and job redesign engagements typically run over several months. A Bluehive engagement usually includes diagnostic, redesign, implementation and adoption phases.

Can this be applied to my industry?

Yes. Any service-based SME — logistics, servicing, installation, maintenance, contracting — can benefit from the same underlying method: map how work really flows, clarify roles, document SOPs and then choose the right digital tools.

Do I need to change my accounting system?

Usually not. Where the finance system (like Xero) is working well, we integrate the operational workflow with it rather than replace it.

Can PSG or EDG support similar projects?

Depending on scope, redesign and digital adoption elements can align with different government-supported initiatives. Agencies decide eligibility and quantum on a case-by-case basis.

What happens if my team resists the change?

This is normal. Bluehive engagements include change support — we work directly with the operational team so the new model is understood, tested and adopted, rather than mandated top-down.

Do I need AI to make this work?

No. Job scheduling, SOPs and role clarity deliver value without AI. AI can be layered on later once processes are stable.

Ong Gas — Process Redesign, Job Redesign & Job Scheduling

Project Snapshot

Industry: Gas supply distribution and appliances servicing, serving both residential and commercial customers.
Client Type: Established SME with delivery, servicing and administrative teams.
Business Goal: Preparing a traditional gas distribution business for a services-led future.
Services Delivered: Business Process Redesign · Job Redesign · SOP Development · Job Scheduling System
Project Focus: The company is expanding from gas supply into appliances servicing. The existing operating model, built around delivery routes, does not fully support the coordination needed for a services business — where jobs, technicians, spare parts and customer history all have to move together.

Business Challenges

What this business was working through

Legacy processes built around gas delivery, not appliance service jobs.
Job scheduling handled manually, creating coordination pressure as service volumes grew.
Overlapping responsibilities between delivery, service and admin teams.
Limited visibility into job status, technician workload and job history.
Finance and operations working in separate systems, leading to double-entry and reconciliation effort.

What Bluehive Delivered

The work that moved the needle

Business Process Redesign

Redesigned core workflows across enquiry, job booking, despatch, servicing and invoicing to fit a service-led operating model.

Job Redesign

Clarified roles and responsibilities across delivery, servicing, admin and finance so ownership of each step was explicit.

SOP Development

Documented SOPs for the most critical operational processes to reduce dependency on individual memory.

Job Scheduling System

Supported the design and rollout of a job scheduling flow to manage service jobs, technician allocation and job status visibility.

Xero Integration

Aligned the operational workflow with Xero so finance and operations worked from consistent data.

Change Support

Hands-on adoption support with operational, servicing and admin teams.

Business Outcomes

What changed for the business

A clearer operating model designed around service jobs, not only delivery routes.
Improved coordination between operations, servicing, admin and finance.
Better visibility into job status, technician workload and job history.
Reduced manual reconciliation between operations and finance.
A more scalable foundation to support future growth in the appliances servicing business.

Related Services

Explore what powered this engagement

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Ong Gas