Welcome to episode 196 of The Agency Accelerator!  In today's episode, our host, Rob Da Costa, delves into the world of business operations with the operations expert, Jhana Li. As the founder of Spyglass Operations, Jhana has a wealth of knowledge and experience in scaling startups and optimising resources.  Together, Rob and Jhana explore the importance of identifying and closing gaps in operations, the connection between operations and profitability, and the key metrics to measure operational effectiveness. They also discuss the critical role of operational expertise in unlocking the potential of teams and regaining focus on high-value activities.  So, whether you're an entrepreneur looking to scale your business or someone interested in the fascinating world of operations, you won't want to miss this episode of The Agency Accelerator! Time Stamp [01:00] Introduction to Jhana and why operations is such an important topic [02:37] What do we mean by operations? [04:20] What stage should you start thinking about the operations role? [06:30] The importance of measuring the leaks and cracks in your organisation [08:00] Operations should not be seen as a cost but as an investment [09:45] What key metrics should you measure in your agency? [14:40] How do you find the right operational person [17:06] What systems & processes should they implement? [21:42] The importance of Standard Operating Systems [25:35] Put systems in place BEFORE the lack of them becomes an issue! [30:00] Final tips from Jhana Quotations “Operations responsibility is to identify cracks and gaps and ensure they are filled so you are not leaking money!” - Jhana Li “Most CEOs and leaders are not good at operations!” - Jhana Li “Operations should be seen as an investment, not a cost” - Rob Da Costa Rate, Review, & Subscribe on Apple Podcasts “I enjoy listening to The Agency Accelerator Podcast. I always learn something from every episode.” If that sounds like you, please consider rating and reviewing my show! This helps me support more people like you to move towards a Self-Running Agency. How to leave a review on Apple Podcasts Scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then, let me know what you loved most about the episode! Also, if you haven’t done so already, subscribe to the podcast. I’m adding a bunch of bonus episodes to the feed and, if you’re not subscribed, there’s a good chance you’ll miss out. Subscribe now! Useful links mentioned in this episode: Spyglass Ops Facebook (for free workshops)Spyglass Ops WebsiteAgency Accelerator LIVE Workshops