Weekly Back-Office Runbook & Process Map

Document ID: 004
Owner: Affordable Digital Solutions (ADS)
Effective date: June 15, 2026

1. Purpose

This runbook defines the recurring back-office work that keeps client records, trackers and reporting accurate. It lets a virtual assistant take over the account with no verbal handover.

2. Scope

Covers daily and weekly administrative operations: inbox triage, data entry, CRM hygiene, research logging and the Friday management report. Excludes client-facing sales calls and anything requiring signing authority.

3. Process map

Trigger	Action	Output	Handoff
New enquiry lands in shared inbox	Tag, log to CRM, send acknowledgement within 4 hours	CRM record with source and owner	Account manager
Invoice received	Verify amount against PO, file to Finance drive, log in tracker	Tracker row + filed PDF	Finance
Research request submitted	Complete against the research brief, log sources	Research sheet with source column	Requesting stakeholder
Friday 15:00	Compile weekly report from trackers	One-page summary	Operations manager

4. Daily cadence

Time	Task	Definition of done
09:00 – 09:45	Inbox triage	Zero unread; every actionable email tagged and assigned.
09:45 – 11:30	Data entry queue	All rows from the previous day entered and spot-checked.
11:30 – 12:30	CRM hygiene	No duplicate contacts; every open deal has a next step and date.
14:00 – 16:00	Research and documentation	Assigned briefs completed with sources logged.
16:00 – 16:30	End-of-day log	Daily log updated; blockers posted to the ops channel.

5. Data-entry quality rules

Dates use ISO format (YYYY-MM-DD). No regional formats anywhere in a shared sheet.
Names are entered as they appear on the source document, not as remembered.
Currency values carry the currency code; no bare numbers in mixed-currency columns.
Every record includes a source column: document name, URL or ticket ID.
Blank means "not applicable"; unknown values are entered as UNKNOWN so gaps are visible.
Spot-check 10% of every batch of 100 rows before marking the batch complete.

Quality gate

A batch is only complete when the 10% spot-check passes with zero critical errors. One critical error means the whole batch is re-checked.

6. Escalation matrix

Situation	Escalate to	Within
Conflicting data between two source systems	Operations manager	Same day
Suspected duplicate payment or invoice	Finance	Immediately
Access lost to a tool or shared drive	IT support	Within 1 hour
Client requests work outside scope	Account manager	Before starting the work

7. Weekly report contents

Volume: records entered, enquiries handled, invoices filed
Accuracy: spot-check pass rate for the week
Turnaround: average first-response time on enquiries
Open blockers with owner and age in days
Backlog count carried into next week
One process improvement observed during the week

8. Handover checklist

All trackers up to date to the last working day
Inbox triaged with no unassigned actionable emails
Credentials shared through the password manager, never over chat
Open blockers documented with context and next step
Recurring calendar tasks transferred to the incoming assistant

9. Revision history

Version	Date	Summary of changes
1.0	2026-03-09	Initial runbook published.
1.1	2026-06-15	Added quality gate, escalation matrix and handover checklist.

Document ID: 004 · Sample prepared for portfolio review. Client names and figures are anonymised.