# Workflow: Small Field Service Daily Operations

## Purpose

Coordinate service requests from intake through closeout without allowing an agent to make binding customer, pricing, safety, or scheduling decisions.

## Step 1: Validate the Request

- Confirm the request identifier, customer contact preference, service location, requested work, and preferred time window.
- Mark missing, conflicting, or unverified information; never fill gaps with assumptions.
- Escalate emergencies, suspected hazards, permit questions, regulated work, and vulnerable-customer concerns to a qualified person.

## Step 2: Prepare the Dispatch Plan

- Group requests by urgency, geography, technician skill, access window, and known parts needs.
- Draft a schedule using travel and contingency time supplied by the business.
- Flag double-bookings, overtime risk, unavailable skills, missing parts, and unclear site access.
- A dispatcher approves every assignment or schedule change.

## Step 3: Prepare Estimate and Work Order Drafts

- Use only approved price books, labor rules, warranty terms, and service notes.
- Show scope, assumptions, exclusions, parts, labor, tax treatment, and approval status separately.
- Preserve links or identifiers back to the request and source records.
- A qualified person approves estimates, change orders, and work orders before release.

## Step 4: Prepare Customer Communications

- Draft messages using the customer's approved channel and minimum necessary personal information.
- State when a schedule, price, or completion date is provisional.
- Route complaints, cancellations, payment disputes, safety issues, and special accommodations to a person.
- A person approves every outbound message.

## Step 5: Close Out and Review

- Reconcile technician notes, parts used, completion status, follow-up needs, and unresolved exceptions.
- Do not mark work complete when required evidence or customer authorization is missing.
- Produce a daily summary of completed work, open issues, next actions, and accountable owners.
