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Fulfillment System Overview

1. Purpose​

Role: The Promise Keeper. The Fulfillment System (System 04) is responsible for delivering exactly what was sold. It bridges the gap between the "Sales Promise" and the "Customer Reality." Whether it is a consulting project, a technical setup, or a digital course, this system ensures delivery is on-time, on-budget, and high-quality.

2. Core Operational Pillars​

  1. Service Delivery (Projects): High-touch execution of "Done-For-You" (DFY) or "Done-With-You" (DWY) services. Managed via MS Planner.
  2. Product Delivery (Courses): Automated or semi-automated delivery of educational content. Managed via HubSpot / LMS.
  3. Technical Support (Reactive): Handling issues during the delivery phase. Managed via HubSpot Service Hub.

3. Tech Stack​

  • MS Planner: The engine for Project Management. Every client project has a dedicated Plan.
  • HubSpot Service Hub: The engine for Ticketing and Client Communication.
  • MS Loop: The home for Project documentation, notes, and collaborative QA checklists.
  • MS Teams: Internal communication and "War Room" channels for complex projects.

4. Key Interactions​

  • Input (From Sales): Receives "Closed-Won" deals. Handshake: Sales passes the "Deal Record" and "Scope of Work" (SOW) to the Fulfillment Manager.
  • Input (From Content): Uses SOPs and Templates from System 05 (Content Engine) to execute work.
  • Output (To Accounting): Triggers milestone billing or final invoice upon completion via System 07.
  • Output (To Support): Formal handover of the "finished state" to System 09 (Support) for long-term maintenance.

5. Success Metrics (KPIs)​

  • On-Time Delivery Rate (%): Projects completed by the original deadline.
  • Ticket Re-open Rate (%): Did we fix it right the first time?
  • Utilization Rate (%): Billable hours vs. Total hours available.
  • CSAT (Customer Satisfaction): Score (1-5) post-delivery.

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