Incoming Requests

Roles

Social media admin

• Responding to leads and provide sufficient follow ups.

• Mediating communication between QC/project manager and the client.

• Sending the bitly link to record incoming requests.

• Sending an informal price quote as provided by the QC/project manager.

• Confirming down payment and documenting leads as deals.

• Seding a formal price quote upon project completion.

• Creating a folder within Google Drive.

• Recapitulating additional requests and communicating them to the QC/project manager.

QC/project manager

• Estimating the required effort and manpower to complete a request.

• Establishing and managing a squad.

• Creating an informal and formal price quote.

• Providing incremental report per initial squad agreement.

Squad members

• Following direction from the QC/project manager.

• Responding to follow-up questions as asked by the respective QC/project manager, response time: 4x60 minutes during normal working hours.

Leads and deals

Operational definition

• Leads are the first contact by our potential customers, coming from Business WhatsApp, Instagram, Twitter, and other platform as defined in our communication SOP.

• Deals are follow ups from leads, where the potential customer has attached the proof of down payment.

Steps in handling leads

1. The social media admin is responsible for responding incoming leads, response time: 30 minutes within normal working hours.

2. Admin classifies incoming requests into:

   • Webinar and talks

   • Consulting

   • Academic assistance:

     • Proofreading

     • Translation

     • Academic writing

     • Slide and poster designing

3. Admin contacts the #consultant-tribe through Zulip.
4. Any Member from the #consultant-tribe may assume the position of a QC/project manager.
5. Further contacts with clients are handled by the admin through the respective incoming platform.

6. QC/project manager will estimate the required effort and quoted price, then report back to the admin using informal quote template.

7. Template for the informal quote is available in the Zulip stream #services-operational>template.
8. Admin sends an informal quote to the client through chats.

9. Admin sends the request form to automatically record incoming request.
10. Admin creates a folder for the squad to work with, folder naming convention: YYMM-type-DD##_initial-short-description.

Turning leads into deals

1. Leads are considered as deals when the customer attached the proof of down payment.

2. The admin will report incremental updates as requested by the customer or provided by the QC/project manager.

3. The QC/project manager will create a squad to fulfill the required manpower to complete the request.

4. All works are conducted online in Google Drive.

5. Admin will recapitulate additional request from the customer, capped at one summarized request per day. Recapitulation occurs by the end of business hour at the latest.

6. The recapitulated request will commence by the next working day.

Project management

1. The QC/project manager will make an initial squad agreement on the project timeline, documented as actionable milestones.

2. The squad is responsible to work on the assignment and report to their QC/project manager per initial squad agreement.

3. Discussion pertaining to request management happens in #writer-team or #consulting-team stream via Zulip.
4. The QC/project manager may assume full responsibility in mulitiple projects.

5. Squad members may assume full responsibility only in a single project.

6. The QC/project manager creates a formal price quote upon project completion:

   • Quote #: YYMMDD##``
   • Customer ID: YYMM/type/DD##``

Request coding

Naming convention

• YY: The last two digits of the current year (e.g. 2021 -> 21)

• MM: Two digits representing the current month (e.g. August -> 08)

• type: The type of request

  • ACD: Academic assistance

  • CSL: Consulting

  • WEB: Webinar and talks

• DD: Two digits representing the current date (e.g. 31 -> 31)

• ##: Request order in the respecting day (e.g. 1st request in that day -> 01, 2nd -> 02, etc. )

• initial: The initial name of the customer (e.g. Delfi Mirsal -> DM)

• short-description: Short description on what the order about (e.g. Slide about prosthodonty -> slide-prostho)

Examples

Folder name: 2108-ACD-3101_DM-slide-prostho

Quote #: 21083101

Customer ID: 2108/ACD/3101