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 PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. (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 PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. (task deadlines).
• Quality Assurance: Microsoft LoopMicrosoft Loop A collaboration app used as the organization's 'Brain' to store living documents, AKUs, and meeting notes. (QA checklists, standards), Microsoft Teams (internal review channels).
• Resource Allocation: Microsoft PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. (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 PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. (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 PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. task).
   • Essential details (client name, service/course purchased, scope, deadlines) are transferred.
2. Project Intake & Planning (PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress./Teams):
   • For tech support projects: Project Lead reviews scope, creates a project plan in PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. 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 PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress., 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 EngineContent Engine System 5 of the operational model; the 'Central Nervous System' responsible for transforming raw information into standardized, modular assets for use in courses, marketing, and support.) 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/PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress.):
   • Once client acceptance is received (for services) or course completed, project/enrollment marked as "Closed" in PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. and HubSpot.
   • Invoice trigger sent to System 7: Accounting.
   • Client is prompted for feedback.
8. Post-Fulfillment Feedback & Improvement:
   • Client satisfaction surveys are distributed (HubSpot).
   • Feedback is reviewed by the Fulfillment team and shared with System 1: Management & Leadership and System 5: Content Engine for continuous improvement of services and courses.

5. Detailed SOPsSOP A documented set of step-by-step instructions compiled by an organization to help workers carry out complex routine operations.

SOPSOP A documented set of step-by-step instructions compiled by an organization to help workers carry out complex routine operations.: 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, PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. 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 PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress.):
     • Based on the kickoff meeting and sales deal, create a detailed project plan in Microsoft PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress..
     • Break down the project into logical tasks and subtasks.
     • Assign tasks to specific agents/specialists with realistic due dates.
     • Link relevant System 5: Content EngineContent Engine System 5 of the operational model; the 'Central Nervous System' responsible for transforming raw information into standardized, modular assets for use in courses, marketing, and support. AKUsAKU A standardized, independent, and reusable piece of knowledge (concept, procedure, script, etc.) that acts as the fundamental building block of the Content Engine. or SOPsSOP A documented set of step-by-step instructions compiled by an organization to help workers carry out complex routine operations. from System 9: Support Operations to PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. tasks for execution guidance.
  6. Resource Allocation:
     • Confirm resource availability for assigned tasks.
     • Adjust timelines or assignments in PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. 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 PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. as "In Progress."
     • Begin executing the first set of tasks.

6. Documents to be Created

• Service Delivery Playbook
• Project Plan Templates (PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress.)
• 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

• System 3: Sales: Receives closed deals and client information.
• System 5: Content Engine: Consumes verified course content and internal KB articles for service delivery.
• System 9: Support Ops: For general tech support activities that might arise during a project.
• System 7: Accounting: Triggers invoicing upon project/course completion.
• System 1: Management & Leadership: Provides project oversight, sets performance targets.
• System 8: People Management: Relies on trained personnel for delivery, informs staffing needs.
• System 6: Administration: Uses IT infrastructure for tools, IKMIKM The governance, policies, and systems for creating, storing, organizing, accessing, and retaining company information. for documentation.

9. MVPMVP The version of a new product (or system) with just enough features to be usable by early customers/users, allowing for feedback for future product development. Version vs. Scaled Version

• MVPMVP The version of a new product (or system) with just enough features to be usable by early customers/users, allowing for feedback for future product development. (Phase 1):
  • Basic project management in PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. 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 PlannerPlanner Microsoft Planner, a visual task management tool used to track tasks, issues, and project progress. 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.