How to prevent an ‘operational catastrophe’
via https://ift.tt/t7ne2KN Julia Ivzhenko Contributor Julia Ivzhenko is head of operations at Futurra Group, an IT company with Ukrainian roots that develops math service MathMaster. Developing a fast-scaling business with a supply side in the early stages requires growing with high dynamics and little resources. Operational mistakes while scaling might have an exorbitant price. We faced it when we decided to break into edtech and launch an education app that aims to provide experts the ability to answer millions of students’ requests in an online chat, almost instantly. We started with a team of 20 people, which was enough to cover the demand in the early stages. To make the business profitable, the real race started: The marketing team had to scale the number of users, while operations had to follow their pace and grow the supply side. We scaled demand without considering team resources. We got up to speed quickly: 120+ experts were solving 3,000+ math tasks daily. We ...