Service Operations Process Map
Lead → Quote → Service Order → Assignment → Clock In/Out → Completion → KPIs → Invoicing
Lead Capture
Web form, phone, referral. Qualify need, site and time window.
Opportunity & Quote
Hourly service quote with scope, SLA and notes.
Quote Accepted?
Yes → create Service Order. No → revise terms.
Service Order
Auto-generated from confirmed sale. Copies sold hours & notes.
Plan Assignment
Assign staff, dates, location and planned hours. Check conflicts/capacity.
Clock In / Clock Out
Technicians record time on site; optional checklists/photos.
Actual vs Planned
Worked hours roll up to Service Order & KPIs. SLA tracking.
Capacity & Free Slots
Board to find gaps and avoid overbooking.
Utilization & Margin
Worked vs sold hours, cost/hour, revenue/hour.
Billing Controls
Align invoicing to sold hours or actuals. Upsell extra hours if needed.
Invoicing
Invoice, post, send and reconcile.
Concepts & Definitions
Service Order
Operational job record managing lifecycle and planned vs worked hours.
Assignment
Employee time block with planned hours, dates, and location. Conflict-checked.
Clock In/Out
Start/stop time capture on mobile/desktop for accurate actuals and SLA compliance.
Intelligence / KPIs
Capacity board, utilization, revenue/hour, cost/hour, margin.
Service Operations Process Map
Lead → Quote → Service Order → Assignment → Clock In/Out → Completion → KPIs → Invoicing
Lead Capture
Web form, phone, referral. Qualify need, site and time window.
Opportunity & Quote
Hourly service quote with scope, SLA and notes.
Quote Accepted?
Yes → create Service Order. No → revise terms.
Service Order
Auto-generated from confirmed sale. Copies sold hours & notes.
Plan Assignment
Assign staff, dates, location and planned hours. Check conflicts/capacity.
Clock In / Clock Out
Technicians record time on site; optional checklists/photos.
Actual vs Planned
Worked hours roll up to Service Order & KPIs. SLA tracking.
Capacity & Free Slots
Board to find gaps and avoid overbooking.
Utilization & Margin
Worked vs sold hours, cost/hour, revenue/hour.
Billing Controls
Align invoicing to sold hours or actuals. Upsell extra hours if needed.
Invoicing
Invoice, post, send and reconcile.
Concepts & Definitions
Service Order
Operational job record managing lifecycle and planned vs worked hours.
Assignment
Employee time block with planned hours, dates, and location. Conflict-checked.
Clock In/Out
Start/stop time capture on mobile/desktop for accurate actuals and SLA compliance.
Intelligence / KPIs
Capacity board, utilization, revenue/hour, cost/hour, margin.
Service Operations Process Map
Lead → Quote → Service Order → Assignment → Clock In/Out → Completion → KPIs → Invoicing
Lead Capture
Web form, phone, referral. Qualify need, site and time window.
Opportunity & Quote
Hourly service quote with scope, SLA and notes.
Quote Accepted?
Yes → create Service Order. No → revise terms.
Service Order
Auto-generated from confirmed sale. Copies sold hours & notes.
Plan Assignment
Assign staff, dates, location and planned hours. Check conflicts/capacity.
Clock In / Clock Out
Technicians record time on site; optional checklists/photos.
Actual vs Planned
Worked hours roll up to Service Order & KPIs. SLA tracking.
Capacity & Free Slots
Board to find gaps and avoid overbooking.
Utilization & Margin
Worked vs sold hours, cost/hour, revenue/hour.
Billing Controls
Align invoicing to sold hours or actuals. Upsell extra hours if needed.
Invoicing
Invoice, post, send and reconcile.
Concepts & Definitions
Service Order
Operational job record managing lifecycle and planned vs worked hours.
Assignment
Employee time block with planned hours, dates, and location. Conflict-checked.
Clock In/Out
Start/stop time capture on mobile/desktop for accurate actuals and SLA compliance.
Intelligence / KPIs
Capacity board, utilization, revenue/hour, cost/hour, margin.
Service Operations Process Map
Lead → Quote → Service Order → Assignment → Clock In/Out → Completion → KPIs → Invoicing
Lead Capture
Web form, phone, referral. Qualify need, site and time window.
Opportunity & Quote
Hourly service quote with scope, SLA and notes.
Quote Accepted?
Yes → create Service Order. No → revise terms.
Service Order
Auto-generated from confirmed sale. Copies sold hours & notes.
Plan Assignment
Assign staff, dates, location and planned hours. Check conflicts/capacity.
Clock In / Clock Out
Technicians record time on site; optional checklists/photos.
Actual vs Planned
Worked hours roll up to Service Order & KPIs. SLA tracking.
Capacity & Free Slots
Board to find gaps and avoid overbooking.
Utilization & Margin
Worked vs sold hours, cost/hour, revenue/hour.
Billing Controls
Align invoicing to sold hours or actuals. Upsell extra hours if needed.
Invoicing
Invoice, post, send and reconcile.
Concepts & Definitions
Service Order
Operational job record managing lifecycle and planned vs worked hours.
Assignment
Employee time block with planned hours, dates, and location. Conflict-checked.
Clock In/Out
Start/stop time capture on mobile/desktop for accurate actuals and SLA compliance.
Intelligence / KPIs
Capacity board, utilization, revenue/hour, cost/hour, margin.