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System 4: Fulfillment & Production Systems

Role: The promise keeper.

1. System Purpose​

To efficiently and consistently deliver the agreed-upon services (tech support projects) and educational products (courses) to clients, ensuring quality, adherence to Service Level Agreements (SLAs), and client satisfaction.

2. Key Components​

  1. Tech Support Project Lifecycle: End-to-end management of client projects, from intake and planning to execution, delivery, and closure.
  2. Course Enrollment & Delivery: Processes for enrolling students, granting access to course materials, and tracking their progress.
  3. SLA Handling: Mechanisms for monitoring and ensuring compliance with response and resolution time commitments for services.
  4. Quality Assurance: Procedures to verify the quality of delivered services and course content.
  5. Resource Allocation: Assigning appropriate personnel and tools to specific projects or tasks.
  6. Client Communication: Maintaining clear and timely communication with clients throughout the service delivery process.
  7. Feedback & Improvement: Collecting client feedback and using it to refine service delivery and course offerings.

3. Tools Used (Within Current Stack)​

  • Tech Support Project Lifecycle: Microsoft Planner (project tasks, milestones, assignments), Microsoft Teams (project communication, file sharing), HubSpot Service Hub (for project-related ticketing and client communication).
  • Course Enrollment & Delivery: Thinkific (LMS for course hosting, student dashboard), Zapier (automating enrollment), Microsoft Teams (for live/mentored sessions).
  • SLA Handling: HubSpot Service Hub (SLA policies for project-related tickets), Microsoft Planner (task deadlines).
  • Quality Assurance: Microsoft Loop (QA checklists, standards), Microsoft Teams (internal review channels).
  • Resource Allocation: Microsoft Planner (assigning tasks to individuals), Microsoft Teams (availability checks).
  • Client Communication: HubSpot Service Hub (integrated email, client portal), Microsoft Teams (for direct project collaboration with clients, if applicable).
  • Feedback & Improvement: HubSpot Service Hub (client surveys, internal notes), Microsoft Planner (tasks for service/course improvement).

4. High-Level Workflow (Step-by-Step)​

  1. Project/Course Hand-off from Sales (HubSpot/Teams):
    • System 3: Sales marks a deal as "Closed Won" in HubSpot.
    • This triggers a notification to the Fulfillment team (e.g., via Teams channel, or a Planner task).
    • Essential details (client name, service/course purchased, scope, deadlines) are transferred.
  2. Project Intake & Planning (Planner/Teams):
    • For tech support projects: Project Lead reviews scope, creates a project plan in Planner with tasks, subtasks, and deadlines.
    • Resources (agents, specialists) are assigned based on availability and skill sets.
    • A dedicated project channel may be created in Teams for larger projects.
  3. Course Enrollment & Access (Automated via Zapier):
    • For course purchases: "Closed Won" status triggers Zapier.
    • Zapier creates the user in Thinkific and enrolls them in the purchased Bundle.
    • Client receives an automated "Welcome to the Academy" email with login credentials.
    • For in-person/mentored courses, clients are also added to a dedicated Teams channel.
  4. Service Delivery / Course Execution:
    • Tech Support Projects: Agents execute tasks as defined in Planner, communicate updates via HubSpot Service Hub, and utilize System 9: Support Ops (and its KB) for problem-solving. Adhere to project SLAs.
    • Courses: Students engage with course material. Instructors (for mentored) deliver content, facilitate discussions, and provide feedback.
  5. Quality Assurance (Loop/Teams):
    • For services: Regular internal reviews of work-in-progress, adherence to quality checklists (in Loop). Final deliverable reviewed by Project Lead.
    • For courses: Course content (from Content Engine) undergoes QA before publishing; student feedback helps ensure quality during delivery.
  6. Client Review & Acceptance:
    • For services: Deliverables are presented to the client for review and acceptance. Revisions are managed as needed.
    • For courses: Client progress tracked, completion certificates (if applicable) issued.
  7. Project/Course Closure (HubSpot/Planner):
    • Once client acceptance is received (for services) or course completed, project/enrollment marked as "Closed" in Planner and HubSpot.
    • Invoice trigger sent to System 7: Accounting.
    • Client is prompted for feedback.
  8. Post-Fulfillment Feedback & Improvement:

5. Detailed SOPs​

SOP: Tech Support Project Onboarding & Planning​

  • Goal: To seamlessly transition a sold tech support project from Sales to Fulfillment, ensuring clear understanding of scope and efficient project initiation.
  • Roles: Project Lead (Fulfillment), Sales Agent.
  • Steps:
    1. Sales Handoff Notification: Project Lead receives an automated notification (Teams, Planner task) upon a "Closed Won" service deal in HubSpot.
    2. Review Sales Deal (HubSpot CRM):
      • Access the HubSpot deal record to understand the service purchased, client expectations, agreed-upon scope, and any special conditions or notes from the Sales Agent.
      • Review associated client communication and documentation.
    3. Initial Client Contact & Welcome (HubSpot Service Hub):
      • Within 24 hours of handoff, send a personalized welcome email to the client, confirming receipt of their project and outlining the next steps. Use HubSpot's email templates.
      • Schedule a project kickoff meeting.
    4. Project Kickoff Meeting (Teams):
      • Conduct a kickoff meeting with the client (and Sales Agent if needed) via Microsoft Teams.
      • Confirm project objectives, scope, deliverables, timeline, and client points of contact.
      • Address any initial questions or concerns.
      • Document meeting notes and confirmed details in a dedicated Loop page linked to the project.
    5. Create Project Plan (Microsoft Planner):
      • Based on the kickoff meeting and sales deal, create a detailed project plan in Microsoft Planner.
      • Break down the project into logical tasks and subtasks.
      • Assign tasks to specific agents/specialists with realistic due dates.
      • Link relevant System 5: Content Engine AKUs or SOPs from System 9: Support Operations to Planner tasks for execution guidance.
    6. Resource Allocation:
      • Confirm resource availability for assigned tasks.
      • Adjust timelines or assignments in Planner as needed.
    7. Set Up Client Communication (HubSpot/Teams):
      • Ensure the client has access to the HubSpot client portal for project updates and communication.
      • Establish preferred communication channels (e.g., email, Teams chat for direct collaboration).
    8. Project Initiation:
      • Mark the project status in Planner as "In Progress."
      • Begin executing the first set of tasks.

6. Documents to be Created​

  • Service Delivery Playbook
  • Project Plan Templates (Planner)
  • QA Checklists for Services/Courses (Loop)
  • Client Welcome Kit/Email Templates (HubSpot)
  • SLA Policy Document
  • Course Completion Certificates (if applicable)

7. Required Flowcharts​

  • Service Project Lifecycle Flowchart
  • Course Enrollment & Delivery Flowchart
  • Client Feedback & Improvement Loop Flowchart

8. Dependencies on Other Systems​

9. MVP Version vs. Scaled Version​

  • MVP (Phase 1):
    • Basic project management in Planner for services.
    • Manual course enrollment via HubSpot and direct access provision.
    • Ad-hoc quality checks.
    • Client communication primarily via email and HubSpot tickets.
    • Limited SLA tracking.
  • Scaled Version (Phase 2+):
    • Advanced project management features (e.g., Gantt charts in a more robust PM tool if Planner proves insufficient).
    • Full-featured LMS integration for automated course delivery, progress tracking, and certification.
    • Automated SLA monitoring and alerts.
    • Structured QA processes with defined metrics and feedback loops.
    • Dedicated client portals for project updates, file sharing, and collaboration.
    • Resource capacity planning tools.