SOP Friday
A weekly look at standard operating procedures for successful Managed Service Providers.
New SOP posts appear at Blog.SmallBizThoughts.com
PREVIEW
The articles listed below constitute about 65% of the entire series. Additional information and a complete table of contents is available at www.sop4smb.com.
The Managed Services Operations Manual 4-volume set is available at SMB Books, Amazon, and wherever fine books for nerds are sold.
Volume One: Front Office Mastery
Introduction to SOPs for Technical Consultants and MSPs
Setting Up an MSP Office
-- See Related Video
Getting Started - Naming Your Business
-- See Related Video
Getting Started - The Form of Your Business
-- See Related Video
Getting Started - Cash vs. Accrual Accounting
-- See Related Video
Getting Started - Licenses, etc.
-- See Related Video
How to Work 8AM to 5PM in I.T. Consulting
-- See Related Video
Keeping Your Standards and Procedures Organized
Making Exceptions to SOPs
-- See Related Video
Phone Etiquette and Procedures
Phone Procedures 1 - Philosophy and General Rules
Phone Procedures 2 - How Much Interruption is Okay?
The Central Role of Finance
Building a Business Plan for Your I.T. Company
-- See Related Video
Billing Procedures and Policies
Cash Flow: Getting Paid in Advance
-- See Related Video
Collection Policies
-- See Related Video
Cash Flow: Dealing with Late Payments
Cash Flow: Weekly Procedure
-- See Related Video
Running Regular Financial Reports
Choosing Pay Dates
-- See Related Video
Vendor Management and Coordination
Vendor/Distributor Record Keeping
Inventory Management
-- See Related Video
Financial Goals: More than Revenue Targets
Financial Goals: Realistic Revenue Projections
Volume Two: Employees and Internal Processes
Intro Notes
Employee Handbook
-- See Related Video
Hiring Your First Employee
-- See Related Video
-- and Another One
Hiring vs. Outsourcing
-- See Related Video
Hiring Process
-- See Related Video
Employee On-Boarding
-- See Related Video
Roles and Responsibilities - Front Office
-- See Related Video
Roles and Responsibilities - Service Manager
-- See Related Video
Roles and Responsibilities - Technician
DiSC Personality Profiles
-- See Related Video
Honesty, Integrity, and Teamwork
-- See Related Video
Basic Customer Service Training
Employee Review Procedure (Quarterly or Annual)
-- See Related Video
Layoffs and Downsizing
-- See Related Video
Firing Process
-- See Related Video
Time Sheet Submission and Approval
-- See Related Video
Employee Expense Reports
-- See Related Video
Paid Time Off / Paid Holidays
-- See Related Video
Travel Policies
-- See Related Video
Casual Fridays (and Dress Codes Generally)
Dealing with Unfaithful Employees
Volume Three: Running the Service Department
Intro Notes
Naming Conventions for Machines and Servers
-- See Related Video
Schedules and Timelines for Running Your Company
-- See Related Video
Working in Real Time
-- See Related Video
-- And Another One
Used Equipment and Warranties
-- See Related Video
Hardware Replacement and Upgrade Policy
-- See Related Video
Software Upgrade Policy
-- See Related Video
Nuking and Paving
-- See Related Video
After Hours Work
-- See Related Video
On Call and Night Staff
-- See Related Video
Managing Internal Administrative Tasks
-- See Related Video
Assign Techs or Rotate Them?
-- See Related Video
Approved Tools
-- See Related Video
Intro Notes
Technician Daily Time Management-- includes daily work flow
The Tech on Call for The Day - Managing Daily Workflow
How to Maximize Billability of Technicians
-- See Related Video
Email Rules and Etiquette for the Consultant
Intro Notes
Troubleshooting and Repair Logs
HIPAA Part Three - Documentation
Adding a New Machine to Managed Services
DNS and DHCP Allocation - Server vs. Firewall
-- See Related Video
IP Address Allocations (static, dynamic, exceptions, documenting)
Volume Four: Support and Service Delivery
Intro Notes
Naming Conventions for Machines and Servers
-- See Related Video
Schedules and Timelines for Running Your Company
-- See Related Video
Working in Real Time
-- See Related Video
-- And Another One
Used Equipment and Warranties
-- See Related Video
Hardware Replacement and Upgrade Policy
-- See Related Video
Software Upgrade Policy
-- See Related Video
Nuking and Paving
-- See Related Video
After Hours Work
-- See Related Video
On Call and Night Staff
-- See Related Video
Managing Internal Administrative Tasks
-- See Related Video
Assign Techs or Rotate Them?
-- See Related Video
Approved Tools
-- See Related Video
Intro Notes
Technician Daily Time Management-- includes daily work flow
The Tech on Call for The Day - Managing Daily Workflow
How to Maximize Billability of Technicians
-- See Related Video
Email Rules and Etiquette for the Consultant
Intro Notes
Troubleshooting and Repair Logs
HIPAA Part Three - Documentation
Adding a New Machine to Managed Services
DNS and DHCP Allocation - Server vs. Firewall
-- See Related Video
IP Address Allocations (static, dynamic, exceptions, documenting)
ALL SOP VIDEOS
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Managed Services Operations Manual 4-Volume Set
Karl's SOP Bookshelf
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