01
Operations
Are key processes being carried out as intended?
Branches, workflows, field activity, inventory, administration, cash handling and day-to-day execution.
ForgeWorks Risk & Operational Assurance
Know what is really happening inside the business.
We independently test operations, controls and service delivery to identify failures, leakage, inconsistency and risk before they become more expensive.
From branch operations and procurement controls to mystery shopping and customer service, we give management a clearer view of where the business is working, where it is exposed and what needs attention.
Discuss an Assurance Engagement01
Test operations
02
Verify controls
03
Expose risk
04
Improve accountability
What we test
The difference between what should happen and what actually happens.
Policies, procedures and standards may exist.
The real question is whether they are being followed consistently across people, locations, transactions and customer interactions.
ForgeWorks tests that operating reality.
02
Controls
Are important checks actually preventing error, leakage and misuse?
Approvals, access, payments, procurement, payroll, inventory, vendors and other control points.
03
Service
Are customers receiving the experience management expects?
Response times, frontline behaviour, product knowledge, service standards, complaints and customer handling.
04
Risk
Where is the business more exposed than management realises?
Operational, process, people, technology, vendor, continuity and execution risks.
Assurance services
Focused reviews built around the risk or operation you need to test.
Operational audits
Test how the operation is actually working.
Structured reviews of functions, processes, locations or operating activities against agreed procedures, controls and expected outcomes.
Branch operations, field activity, cash handling, inventory, administration and operational workflows.
Discuss Operational AuditsRisk & controls reviews
Find control weaknesses early.
Assess whether critical controls exist, are appropriately designed and are consistently followed.
Payments, procurement, payroll, vendor setup, system access, inventory, approvals and revenue controls.
Discuss Controls ReviewsCustomer & service assurance
See the business through the customer's experience.
Independent testing of service delivery across physical and digital touchpoints.
Mystery shopping, service audits, customer journey testing, branch service reviews, response-time testing and standards compliance.
Discuss Customer & Service AssuranceBranch & network assurance
Know whether standards are holding across every location.
For organisations operating multiple branches, outlets, franchises, distributors or service points.
We compare operating and service performance across the network and identify where control or execution gaps are concentrated.
Discuss Branch & Network Assurance
Procurement & vendor reviews
Test how suppliers are selected, approved and paid.
Review procurement workflows, vendor onboarding, pricing, approvals, documentation and payment controls for weaknesses that create waste, leakage or avoidable exposure.
Discuss Procurement & Vendor ReviewsRevenue leakage reviews
Find where earned revenue is being lost or delayed.
Trace the journey from customer acquisition through delivery, billing, collection and reporting to identify gaps affecting revenue capture.
Discuss Revenue Leakage ReviewsHow an engagement works
Evidence first. Findings second. Action next.
- 01
Scope
Define what is being tested.
Agree the operation, process, location, control or service standard to be reviewed, together with the expected benchmark.
- 02
Observe
See how the work actually happens.
Review records, systems, locations, transactions, customer interactions and operating activity.
- 03
Test
Check the evidence.
Sample transactions, controls, processes or experiences to establish whether expected standards are being met.
- 04
Report
Show management what matters.
Present findings, evidence, severity, risk exposure and required corrective action.
- 05
Verify
Confirm whether agreed actions were implemented.
Where required, ForgeWorks can return to test remediation and close outstanding findings.
What you receive
Findings management can act on.
No vague observations. No report padded with generic recommendations.
The purpose is to give management a clear basis for action.
- Finding
- What we identified.
- Evidence
- What supports the finding.
- Risk
- Why it matters to the organisation.
- Severity
- How significant or urgent the issue is.
- Required action
- What management should do next.
- Owner
- Who should take responsibility.
- Timeline
- When corrective action should be completed.
Engagement formats
Use the level of assurance the situation requires.
Focused review
01A targeted assessment of one process, control, branch, service issue or operating risk.
Best for
A specific concern or known problem area.
Multi-site review
02A structured review across several branches, locations or business units.
Best for
Networks where consistency matters.
Recurring assurance programme
03Periodic testing of selected operational, controls or service areas throughout the year.
Best for
Organisations that need ongoing independent visibility.
Post-implementation review
04Independent testing after a major process, technology, restructuring or transformation initiative.
Best for
Confirming whether a new way of working has actually taken hold.
When to engage ForgeWorks
Assurance is most useful before the problem becomes obvious.
You may need an independent review when:
Discuss an Assurance Review01
Management is receiving reports but has limited visibility into what is happening on the ground.
02
Branches or locations appear to perform inconsistently.
03
Losses, errors, complaints or exceptions are increasing.
04
A process exists on paper, but management is unsure whether people follow it.
05
Customer experience varies too widely across teams or locations.
06
You suspect leakage in procurement, inventory, billing or collections.
07
A major change has been implemented and management wants to know whether it is working.
08
The board, owner or leadership team needs an independent view of operating reality.
What happens after the review
Findings should lead to correction, not another report on a shelf.
Clients can take remediation forward internally, or ForgeWorks can support defined improvement work through the appropriate capability.
ForgeWorks Risk & Operational Assurance
What do you need to know is actually working?
Tell us the process, location, control, customer journey or operating concern you need independently tested.
We will help define the right review.