Operations Manual – Table of Contents
A. Sebo Vision
BHAGs, WIGS, and KPI’s
1.1 BHAGS
1.2 WIGS
1.3 KPI’s
B. Find
Lead Generation Systems
1.1 CRM??
1.2 Other System
C. Sell
Lead to Proposal to Client
1.1 sub section
1.2 sub section
D. Service
Client Success
1.1 sub section
1.2 sub section
E. Wow
Exceeding Client Expectations
1.1 sub section
1.2 sub section
1.3 sub section
F. Logistics
1. Client Onboarding
1.1 sub section…..
1.2 sub section
2. Operations and Info Tech
2.1 Network Infrastructure
2.1.1 Google Fiber Internet
2.1.2 Network Closet/ Ethernet Ports
2.1.3 WIFI Router/Access
2.1.4 Troubleshoot Internet Connection
2.2 Computers & Accessories
2.2.1 Workstations
2.2.2 Annual Budget/Replacement Policy
2.2.3 Purchasing New Computers
2.3 Phones
2.3.1 Phone Assignments
2.3.2 Desktop Phones
2.3.3 Conference Phones
2.3.4 Mobile App
2.3.5 PBX Administration
2.4 Software Tools
2.4.1 Egnyte Drive
2.4.2 Liquid Planner
2.4.3 LastPass
2.4.4 Google Drive
2.4.5 Grow
2.5 CRM
3. Meetings/Trainings
3.1 Weekly Company Meetings
3.2 Weekly MC Meeting
3.3 Monthly Meeting
3.4 Quarterly Meetings
3.5 Annual Meeting
3.6 Other Trainings
3.7 Sebo Training: Purpose and Site Walk-through
3.8 Employee Led Trainings
4. Accounting & Bookkeeping
4.1 Client Billing Procedures
4.1.1 payment via Check
4.1.2 Payment via Sales Receipt
4.1.3 Other Issues/FAQ
4.2 Billing Doc
4.2.1 Tracking Revenue on the Billing Doc
4.2.2 Make the Next Month Billing Doc
4.2.3 Transition to the Next Month Billing Doc
4.3 Credit Cards and Bank Accounts
4.3.1 Credit Card Expenses
4.3.2 Account Reconciliation
4.3.3 Income Transfers to Bank Accounts
4.3.4 Vault Loan Procedures
4.4 Split Transactions
4.4.1 Sebo Covered Transactions
4.4.2 Hoth Transactions
4.4.3 Other Splits
4.5 Special Payroll and MC Revenue Policies
4.5.1 How Special Payroll Works
4.5.2 How Special Payroll is Run
G. Employees
Employee Relationship Continuum
1.1 Sourcing New Talent
1.2 Interview Processes
1.3 On-boarding Procedures
1.4 From Intern to MC
1.5 Other Potential Paths
1.6 Employee Knowledge Development
1.7 MC Training
1.8 Off-boarding Procedures
1.9 Employee Compensation: Pay, Benefits and Perks