HR & Payroll

Who This Applies To

• Anyone communicating with external vendors: Accounting, Procurement, Lead Engineers, HODs

• CONFIRM WITH TEAM: list all roles that currently interact with vendors

Procedure

1\. Route all communication through the designated vendor contact

• All requests to vendors must go through the assigned vendor contact (CONFIRM WITH TEAM - who is this per vendor?)

• No direct communication with vendor's third-party subcontractors without prior approval

• Exception: casual/social conversation unrelated to project deliverables

2\. Prepare your vendor communication

• Before contacting a vendor, gather:

• Clear description of what you need (specifications, quantities, timelines)

• Reference to relevant PO or contract number

• Budget approval status (CONFIRM WITH TEAM - who approves vendor spend?)

• Any supporting documents (drawings, specs, previous correspondence)

3\. Get approval before commitments

• No one may commit to pricing, timelines, or scope changes without approval from:

• Under $500: Department head approval (CONFIRM WITH TEAM)

• $500-$5,000: Ami approval

• Over $5,000: Justin approval

• CONFIRM WITH TEAM: verify these thresholds are correct

4\. Document the communication

• Log every vendor interaction in the communication log (CONFIRM WITH TEAM - where is this maintained? Google Sheet? CRM?)

• Record: date, vendor name, contact person, subject, key decisions, follow-up actions

• If communication was verbal (phone/in-person): send a summary email to the vendor confirming what was discussed

5\. Follow up on vendor commitments

• Track all vendor promises (delivery dates, pricing, samples) in the communication log

• If a vendor misses a commitment: follow up within 24 hours

• If unresolved after 48 hours: escalate to Ami

6\. Handle disputes or quality issues

• Document the issue with evidence (photos, specs comparison, correspondence)

• Notify Ami immediately

• Do not threaten or make ultimatums - keep communication professional

• Escalation path: Team member > Ami > Justin

Vendor Contact Directory

_This table should be populated with actual vendor details_

Done When

• [ ] Communication routed through designated contact

• [ ] Required approvals obtained before any commitments

• [ ] Interaction logged in communication log

• [ ] Follow-up actions tracked with deadlines

• [ ] Summary email sent for any verbal communications

If Something Goes Wrong

• Unauthorized commitment made to vendor: Notify Ami immediately. Assess if commitment can be honored or needs to be walked back

• Vendor not responding: Escalate after 48h of no response. Try alternate contact. Document all attempts

• Price discrepancy from vendor: Do not accept. Request written clarification. Compare against PO/contract terms

• Quality issue with delivered goods: Photograph, document, notify Ami. Do not return goods without approval

• Vendor bypasses our contact and goes directly to team member: Redirect politely to designated contact. Notify Ami

_v2 Suggested Update - April 2026_

_Source: Google Drive > 08-HR & Payroll > SOPs > SOP Docs_

_CONFIRM WITH TEAM: vendor contact directory, communication log location, approval thresholds, designated contacts per vendor_

_Google Drive doc:_ https://docs.google.com/document/d/1QPAi8CSEj1ZfwyT\_bUZZ-8AAmInCl\_ci6wISUfLKTvE/edit

Client Journey SOPs (6 stages)

• SOP: Initial Client Contact - Website Inquiry Response (Task ID: 86d2hmhk6)

• SOP: Initial Outreach & Needs Assessment (Task ID: 86d2hmhk7)

• SOP: Proposal & Quotation (Task ID: 86d2hmhk8)

• SOP: Order Confirmation & Delivery (Task ID: 86d2hmhk9)

• SOP: Post-Installation Support (Task ID: 86d2hmhka)

• SOP: Client Feedback & Ongoing Engagement (Task ID: 86d2hmhkb)

Journey Flow

1. Initial Client Contact - Website inquiry received, auto-acknowledged, assigned
2. Initial Outreach & Needs Assessment - Discovery call, understand wellness goals
3. Proposal & Quotation - Personalized proposal with transparent pricing
4. Order Confirmation & Delivery - Contract, payment, scheduling, installation
5. Post-Installation Support - Check-ins at 48h, 1w, 1m, 3m
6. Client Feedback & Ongoing Engagement - Feedback collection, trend analysis, quarterly engagement

_v2 Suggested Update - April 2026_

_Each SOP above has its own task with full procedure, email templates, Done When criteria, and troubleshooting._

_Source: Google Drive > 08-HR & Payroll > SOPs > Client Journey_

Source

08-HR & Payroll > SOPs > Google Forms > Work Request Form

Tracker: Work Request Form Tracker (Google Sheet)

Review Questions (by May 15)

• Is this form still actively used?

• Who submits and who reviews?

• What is the end-to-end workflow?

• Should this be written up as a proper SOP or archived?

Source

08-HR & Payroll > SOPs > Google Forms > Work Approval Form

Tracker: Work Approval Form Tracker (Google Sheet)

Review Questions (by May 15)

• Is this form still actively used?

• What is the approval workflow?

• Should this be formalised or archived?

Source

08-HR & Payroll > SOPs > Google Forms > Change Request Form

Tracker: Change Request Tracker (Google Sheet)

Review Questions (by May 15)

• Is this form still actively used?

• What constitutes a change request?

• Who approves? What is the turnaround time?

Source

08-HR & Payroll > SOPs > Google Forms

Tracker: Additional Information Request or Impact Form Tracker (Google Sheet)

Review Questions (by May 15)

• When is this form used and by whom?

• Is it still relevant to current operations?

Source

08-HR & Payroll > SOPs > Google Forms > Design Approval Form

Review Questions (by May 15)

• Is this form still actively used for design approvals?

• What is the approval workflow?

• Should this be formalised or archived?