Business operations
Process design, performance measurement, service standards, and clear responsibilities.
Michael Wheeler · Founder and principal
Operating experience.
Direct involvement.
MSW is an independent consulting practice. Michael works with business leaders and with the people who run the process—from the first conversation through handover.
The principle behind the practice
Better processes have
to work in the real world.
A recommendation is useful when the team can put it into practice.
Michael’s work stays close to the operation: how work enters, who waits, who decides, what gets reworked, and what people need to do the job well.
Engagements connect leadership priorities with day-to-day execution. Recommendations include responsibilities, implementation steps, and a way to assess whether the change holds.
Experience brought to the work
Operations and technology,
in the same conversation.
Customer & service operations
Service workflows, escalation, follow-up, quality, and coordination across teams.
Technology implementation
Business requirements, software rollout, team training, and ongoing use.
Automotive fixed operations
Operating perspective grounded in service delivery, implementation, and customer experience.
How MSW works
Clear advice.
Accountable delivery.
Based in Greenville, South Carolina, with remote engagements available nationwide.
Clarity
Explain the problem, the evidence, and the options.
Independence
Recommend changes from the needs of the business.
Capability
Leave documentation, training, and a named owner.
The next conversation
The first conversation
is with Michael.
A 20-minute conversation with Michael. Bring the challenge; a prepared brief is not required.