Every procedure we run, written down.

71 standard operating procedures across 15 areas of your operations, from the first purchase order to the last archived document. Each one has a clear trigger, steps in order, built-in controls and a measurable target, so you always know what happens, who does it and how well it is done.

Every procedure is built the same way.

Your team, our team and your auditors read each procedure in the same structure, so nothing depends on memory or on one person.

Trigger: What starts the procedure.
Steps: What we do, in order.
Controls: The checks that stop errors before they cost you.
KPIs & targets: How performance is measured and reported.
Output: What you receive at the end.
Owners: A named owner on your side and on ours.

Procedure library

Search by task, document or keyword, for example invoice, stock count, returns or e-Factura. Open any procedure to see its steps, controls and targets.

Engagement & transition

5 procedures

How we take over your operations without disrupting them: from the first assessment to a stable, measured service.

EN-01Discovery & operational assessmentOnce per engagement

Understand how your operations run today, where the cost sits and exactly what we will take over.

Steps

Kick-off with your process owners and agree the scope
Interview each team and shadow real work
Collect volumes, systems, documents and current KPIs
Map pain points, errors and manual rework
Quantify cost per process and the savings potential
Present findings and the takeover plan for approval

Trigger: Signed engagement or pilot agreement
Frequency: Once per engagement
Output: Assessment report, takeover scope, baseline KPIs

Controls

Findings validated with each process owner
Volumes confirmed from system data, not estimates

KPIs & targets

Assessment delivered within 10 business days
Savings baseline agreed and signed off

Open EN-01 as a page

EN-02Process mapping & SOP sign-offPer process in scope

Turn each process into a written procedure that your team and ours follow the same way.

Steps

Map the current flow step by step with the process owner
Remove duplicate steps and define the target flow
Write the SOP: trigger, steps, controls, KPIs and output
Define who does what on each side (RACI)
Review with the process owner and correct
Sign off and publish version 1.0

Trigger: Approved takeover scope
Frequency: Per process in scope
Output: Signed SOP, RACI matrix

Controls

No process goes live without a signed SOP
Every SOP has a named owner on both sides

KPIs & targets

SOP signed off within 5 business days per process

Open EN-02 as a page

EN-03System access & security setupOnce, then on every team change

Give our team exactly the access it needs, securely and on record.

Steps

List the systems and roles needed per SOP (ERP, CRM, email, portals)
Your IT creates named accounts, no shared logins
Apply least-privilege roles
Enable multi-factor authentication and VPN where required
Test access against each SOP
Record all access in the access register

Trigger: Signed SOPs and data processing agreement
Frequency: Once, then on every team change
Output: Access register, access test log

Controls

Named accounts only
Access register reviewed monthly (GV-05)

KPIs & targets

All access ready and tested before the parallel run

Open EN-03 as a page

EN-04Parallel run & go-livePer process, 1-2 weeks

Run the process alongside your team until the results match, then take full ownership.

Steps

Our team processes live work alongside yours
Compare outputs daily: volumes, accuracy and timing
Fix gaps in SOPs or access the same day
Agree go/no-go criteria with the process owner
Formal handover and go-live
Announce the new contact points internally and to partners

Trigger: Access tested and team trained
Frequency: Per process, 1-2 weeks
Output: Go-live sign-off, updated contact list

Controls

Go-live only after the agreed number of error-free days
Go/no-go decision signed by you

KPIs & targets

Output match rate of at least 99% before go-live

Open EN-04 as a page

EN-05Hypercare & stabilizationFirst 30 days after go-live

Extra attention in the first weeks so the new setup settles fast.

Steps

Daily 15-minute check-in with the process owner
Log every issue in the hypercare log
Resolve or escalate within the same day
Tune SOPs based on real cases
Weekly KPI review against the baseline
Close hypercare with a stabilization report

Trigger: Go-live
Frequency: First 30 days after go-live
Output: Stabilization report

Controls

Every issue logged with its root cause
Hypercare exit agreed with you

KPIs & targets

Zero open critical issues at exit
KPIs at or above the baseline

Open EN-05 as a page

Procurement & suppliers

4 procedures

Buying what is needed, approved and at agreed prices, and paying only for what was actually received.

PR-01Purchase requisition & purchase orderDaily

Buy what is needed, with approval, at agreed prices.

Steps

Receive and check the requisition
Confirm budget and approval
Select the supplier and check price and terms
Issue the purchase order in the ERP
Get the supplier's order confirmation
Track the delivery date and chase if late

Trigger: Replenishment proposal or internal request
Frequency: Daily
Output: Purchase order, supplier confirmation

Controls

No purchase order without approval
No order to a supplier without a purchase order

KPIs & targets

Purchase order issued within 1 business day
Supplier on-time delivery rate

Open PR-01 as a page

PR-02Supplier invoice processing (three-way match)Daily

Pay only for what was ordered and received.

Steps

Register the invoice
Match invoice, purchase order and goods receipt
Resolve price or quantity differences with the supplier
Route unmatched invoices for approval
Post the invoice for payment
Schedule payment according to terms

Trigger: Supplier invoice received, including e-Factura
Frequency: Daily
Output: Posted supplier invoices, payment proposal

Controls

Three-way match on every invoice
Duplicate invoice check

KPIs & targets

Invoices posted within 3 business days
First-time match rate

Open PR-02 as a page

PR-03Supplier onboarding & master dataAs needed

Set up every supplier correctly and verified.

Steps

Collect company details, contacts and bank details
Verify the fiscal code and VAT status (ANAF)
Create the supplier in the ERP
Agree terms, lead times and contacts
Store the contract and documents

Trigger: New supplier approved
Frequency: As needed
Output: Supplier master record

Controls

Bank detail changes confirmed by a call-back to a known contact
Four-eyes check on new supplier records

KPIs & targets

Supplier created within 2 business days

Open PR-03 as a page

PR-04Supplier performance reviewQuarterly

Measure suppliers so problems get fixed, not repeated.

Steps

Collect on-time, quality and price data
Score each key supplier
Share the results and agree actions
Track actions to closure

Trigger: Review calendar
Frequency: Quarterly
Output: Supplier scorecards, action plan

Controls

Scorecards based on system data

KPIs & targets

Supplier on-time in-full rate
Defect rate per supplier

Open PR-04 as a page

Warehouse & goods flow

6 procedures

Every item that comes in or goes out, checked, documented and traceable.

WH-01Goods receiptDaily

Receive goods accurately and make them available fast.

Steps

Check the delivery against the purchase order and delivery note
Inspect quantity, condition, batch and expiry date
Record differences and damage on the delivery documents
Post the receipt and issue the receiving note (NIR)
Notify procurement of any discrepancy
Label the goods and move them to putaway

Trigger: Supplier delivery arrives
Frequency: Daily
Output: Receiving note (NIR), discrepancy report

Controls

No receipt without a matching purchase order
Discrepancies signed by the driver

KPIs & targets

Receipts posted the same day
Dock-to-stock time

Open WH-01 as a page

WH-02Putaway & location managementDaily

Store goods where they can be found and picked efficiently.

Steps

Assign a location by item class and speed of movement
Move goods and scan them into location
Confirm putaway in the system
Keep fast movers close to dispatch
Audit locations weekly

Trigger: Posted receipt
Frequency: Daily
Output: Updated stock by location

Controls

Scan confirmation on every putaway

KPIs & targets

Putaway within 4 hours of receipt
Location accuracy of at least 99%

Open WH-02 as a page

WH-03Picking & packingDaily, in waves

Pick the right items and pack them safely, the first time.

Steps

Pick by optimized route, following batch and expiry (FEFO) rules
Scan each item to confirm
Check picked quantities against the order
Pack with the right materials and documents
Weigh and label
Stage for dispatch by carrier

Trigger: Released pick list
Frequency: Daily, in waves
Output: Packed orders, packing lists

Controls

Scan-to-confirm on every line
Random quality checks on packed orders

KPIs & targets

Picking accuracy of at least 99.8%
Orders packed before carrier cut-off

Open WH-03 as a page

WH-04Dispatch & shipping documentsDaily

Ship on time with complete and correct paperwork.

Steps

Book the carrier or courier pickup
Issue the delivery note, invoice or CMR as required
Load and scan out
Hand over with signed documents
Post the dispatch in the ERP
Send tracking details to the customer

Trigger: Packed orders staged
Frequency: Daily
Output: Dispatch documents, tracking notifications

Controls

Document set checked per shipment type
Signed handover for every shipment

KPIs & targets

On-time dispatch of at least 98%

Open WH-04 as a page

WH-05Transfers between locationsAs needed

Move stock between warehouses or stores with full traceability.

Steps

Create the transfer order with approval
Pick and dispatch with the transfer document
Track stock in transit
Receive and confirm at destination
Reconcile any differences

Trigger: Approved transfer request
Frequency: As needed
Output: Transfer documents

Controls

Stock in transit reviewed daily

KPIs & targets

Transfers closed within the agreed lead time

Open WH-05 as a page

WH-06Returns receipt & inspectionDaily

Process returned goods quickly and decide what happens to each item.

Steps

Match the return to its RMA (CS-04)
Inspect condition and completeness
Grade: resell, refurbish, return to supplier or scrap
Post the return into the right stock status
Trigger the credit note or replacement (IB-03)
Report return reasons weekly

Trigger: Return arrives with an RMA number
Frequency: Daily
Output: Return inspection record, stock update

Controls

No return accepted without an RMA
Written grading criteria per product group

KPIs & targets

Returns processed within 2 business days

Open WH-06 as a page

Inventory & stock

5 procedures

Stock that matches reality, so no money is locked in errors, write-offs or emergency orders.

IN-01Daily stock reconciliationDaily

Catch stock differences on the day they happen.

Steps

Check that all receipts, dispatches and transfers are posted
Compare system stock with warehouse movements
Investigate negative or unusual balances
Correct posting errors with a documented reason
Report open differences to the stock owner

Trigger: End of each working day
Frequency: Daily
Output: Daily reconciliation log

Controls

No negative stock left uncorrected overnight
Every correction has a reason code

KPIs & targets

Unexplained differences cleared within 1 business day

Open IN-01 as a page

IN-02Cycle countingWeekly, by ABC class

Count part of the stock every week so accuracy stays high all year.

Steps

Classify items by value and movement (ABC)
Generate the week's count list
Count blind: counters do not see the system quantity
Recount any difference above tolerance
Approve and post adjustments
Analyze root causes of repeated differences

Trigger: Cycle count calendar
Frequency: Weekly, by ABC class
Output: Count sheets, adjustment report, root-cause notes

Controls

Blind counts only
Adjustments approved by the stock owner

KPIs & targets

Inventory accuracy of at least 98%
A-items counted at least monthly

Open IN-02 as a page

IN-03Full physical stocktakeAnnually or on demand

Run a complete, audit-ready inventory count.

Steps

Plan the count: date, teams, zones and cut-off
Freeze movements and post all pending documents
Count by zone with two-person teams
Reconcile the counts with system stock
Recount significant differences
Post final results and prepare the inventory report for accounting

Trigger: Year-end, audit requirement or your request
Frequency: Annually or on demand
Output: Inventory lists, difference report, signed stocktake minutes

Controls

Cut-off documented
Two-person counting
Results signed by you

KPIs & targets

Stocktake closed within the agreed window
Report ready for the auditors

Open IN-03 as a page

IN-04Replenishment & reorder managementDaily or weekly

Order the right quantity at the right time: no stock-outs, no overstock.

Steps

Review the reorder report (min/max and reorder points)
Check open purchase orders and forecasts
Propose order quantities
Get approval from the buyer or budget owner
Pass approved requests to procurement (PR-01)
Review reorder parameters monthly against sales

Trigger: Stock below reorder point or planning cycle
Frequency: Daily or weekly
Output: Replenishment proposal, approved requisitions

Controls

Parameters reviewed monthly
Slow movers flagged before reordering

KPIs & targets

Stock-out rate
Days of inventory on hand

Open IN-04 as a page

IN-05Stock adjustments, damage & write-offsAs needed, reviewed monthly

Record every loss or damage correctly and with approval.

Steps

Record item, quantity, reason and photos
Move the stock to a quarantine location
Get approval according to value thresholds
Post the adjustment with a reason code
Arrange return to supplier, rework or disposal
Report write-offs monthly to accounting

Trigger: Damage, expiry, loss or count difference
Frequency: As needed, reviewed monthly
Output: Adjustment documents, monthly write-off report

Controls

Approval thresholds by value
Photo evidence for every damage

KPIs & targets

Write-off value as a percentage of stock, tracked monthly

Open IN-05 as a page

Order management

4 procedures

From the moment an order arrives to the moment it is confirmed, allocated and on its way.

OM-01Order intake & validationContinuous, daily

Capture every order correctly, whatever channel it comes from.

Steps

Log the order with its source and time received
Check customer, delivery address and payment terms
Validate items, quantities and prices against the price list
Check credit limit and blocked status
Clarify anything missing with the customer
Enter the order in the ERP and send the confirmation

Trigger: Order received by email, portal, EDI, phone or marketplace
Frequency: Continuous, daily
Output: Confirmed sales order, order confirmation to the customer

Controls

Price and credit check on every order
Orders above an agreed value double-checked

KPIs & targets

Orders entered within 2 business hours
Order entry accuracy of at least 99.5%

Open OM-01 as a page

OM-02Order processing & allocationDaily, in release waves

Reserve stock and release orders to the warehouse in the right priority.

Steps

Check stock availability per order line
Allocate stock by priority rules: date, customer tier, delivery slot
Split or hold partial orders according to customer rules
Release pick lists to the warehouse
Monitor released orders until dispatch
Flag exceptions to the account owner

Trigger: Confirmed sales order
Frequency: Daily, in release waves
Output: Pick lists, allocation report

Controls

Allocation follows written priority rules
Unreleased orders reviewed at cut-off

KPIs & targets

At least 98% of orders released before daily cut-off
On-time in-full (OTIF) tracked per customer

Open OM-02 as a page

OM-03Order changes & cancellationsAs needed

Handle changes fast, without losing control of stock or billing.

Steps

Log the request and who approved it
Check the order status: not picked, picked or shipped
Apply the change or cancellation in the ERP
Release or re-allocate the stock
Update the warehouse and carrier if already in progress
Confirm the change to the customer in writing

Trigger: Customer or internal change request
Frequency: As needed
Output: Updated order, written confirmation

Controls

Changes after picking require warehouse confirmation
Full audit trail in the ERP

KPIs & targets

Changes processed within 1 business hour

Open OM-03 as a page

OM-04Backorders & delay managementDaily

Keep customers informed and orders moving when stock or delivery slips.

Steps

Run the daily backorder and late-order report
Check expected receipt dates with procurement
Agree options with the customer: wait, substitute, split or cancel
Update the promised date in the ERP
Notify the customer of the new date proactively
Release backorders as soon as stock arrives

Trigger: Unavailable stock or delayed shipment
Frequency: Daily
Output: Backorder report, customer notifications

Controls

No backorder past the agreed age without a customer update

KPIs & targets

Customers notified of delays within 24 hours
Backorder ageing reported weekly

Open OM-04 as a page

Invoicing & billing

5 procedures

Correct invoices, sent on time, compliant with RO e-Factura, and followed up until they are paid.

IB-01Invoice issuanceDaily

Invoice every delivery correctly and on time.

Steps

Check delivered quantities and prices
Apply discounts, payment terms and VAT correctly
Generate the invoice in the ERP
Review exceptions and high-value invoices
Send to the customer through the agreed channel
Record in the invoice register

Trigger: Dispatch posted or service delivered
Frequency: Daily
Output: Issued invoices, invoice register

Controls

Delivered-not-invoiced report checked daily
Four-eyes check above an agreed value

KPIs & targets

Invoices issued within 24 hours of delivery
Invoice accuracy of at least 99.5%

Open IB-01 as a page

IB-02e-Factura submission & monitoringDaily

Keep every invoice compliant with Romania's national e-invoicing system.

Steps

Submit the invoice to RO e-Factura through the ERP or SPV
Check validation status and download confirmations
Correct and resubmit rejected invoices
Download incoming supplier e-invoices
Archive the XML and PDF versions
Reconcile ERP invoices with SPV weekly

Trigger: Invoice issued for a transaction in scope of RO e-Factura
Frequency: Daily
Output: Validated e-invoices, reconciliation log

Controls

Daily status check
Weekly ERP vs SPV reconciliation

KPIs & targets

Every invoice submitted within the legal deadline
Zero unresolved rejections

Open IB-02 as a page

IB-03Credit notes & correctionsAs needed

Correct billing errors and process returns with clean documentation.

Steps

Verify the reason and the approval
Issue the credit note or reversal (storno) referencing the original invoice
Submit to e-Factura where required
Update the customer account
Notify the customer
Record the root cause

Trigger: Approved return, price dispute or billing error
Frequency: As needed
Output: Credit note, root-cause log

Controls

Credit notes approved according to value
Original invoice always referenced

KPIs & targets

Credit notes issued within 2 business days of approval
Credit notes as a percentage of invoices, tracked monthly

Open IB-03 as a page

IB-04Recurring & contract billingMonthly or per contract

Bill subscriptions, rentals and service contracts without gaps.

Steps

Update the contract register: new, changed and ended contracts
Calculate charges, usage and indexation
Generate and review the billing run
Issue the invoices
Check that nothing billable was missed

Trigger: Billing calendar
Frequency: Monthly or per contract
Output: Billing run report, invoices

Controls

Contract register reconciled before every run

KPIs & targets

Billing run completed by the agreed day

Open IB-04 as a page

IB-05Receivables follow-up & collectionsWeekly

Get paid on time while keeping customer relationships good.

Steps

Run the aged receivables report
Send reminders before and after the due date
Call customers with overdue balances
Record promises to pay and disputes
Escalate according to agreed rules: credit hold, management contact
Allocate incoming payments and report DSO

Trigger: Invoice approaching or past its due date
Frequency: Weekly
Output: Aged receivables report, collection log

Controls

Dispute log reviewed weekly
Credit hold rules applied consistently

KPIs & targets

Days sales outstanding (DSO)
Share of receivables overdue more than 60 days

Open IB-05 as a page

Documents & archives

4 procedures

Every document registered, findable in minutes and kept exactly as long as it should be.

DA-01Document intake & registrationDaily

Every document registered, traceable and linked to its transaction.

Steps

Register with number, date, type and sender
Check completeness and signatures
Route for approval if needed
Link to the ERP transaction
File in the correct folder or system

Trigger: Document received on paper or electronically
Frequency: Daily
Output: Document register

Controls

Registration number on every document

KPIs & targets

Documents registered the same day

Open DA-01 as a page

DA-02Digitization & indexingDaily or in batches

Turn paper into searchable digital records.

Steps

Prepare documents for scanning
Scan at the agreed quality
Index with metadata: type, date, partner and number
Quality-check the scan and the index
Upload to the document system
Return the originals to the archive

Trigger: Registered paper documents
Frequency: Daily or in batches
Output: Digital archive, batch log

Controls

Sample check on every batch

KPIs & targets

Indexing accuracy of at least 99.5%

Open DA-02 as a page

DA-03Archiving & retentionMonthly or yearly

Store documents safely for as long as the law and your policy require.

Steps

Classify documents by type and retention period (archive nomenclature)
Box, label and register them in the archive inventory
Store in a secure, access-controlled location
Keep a movement log
Review retention periods yearly

Trigger: Closed period or completed file
Frequency: Monthly or yearly
Output: Archive inventory

Controls

Archive inventory kept up to date
Controlled access to the archive

KPIs & targets

Every requested document found

Open DA-03 as a page

DA-04Retrieval & secure destructionAs needed, destruction yearly

Find any document fast, and destroy it safely when its retention period ends.

Steps

Log the retrieval request and check authorization
Retrieve and deliver the document or a copy
Track its return to the archive
At the end of retention, prepare the destruction list
Get written approval
Destroy securely and file the destruction certificate

Trigger: Retrieval request or end of retention period
Frequency: As needed, destruction yearly
Output: Retrieval log, destruction certificate

Controls

No destruction without written approval

KPIs & targets

Documents retrieved within 1 business day

Open DA-04 as a page

Customer support

6 procedures

Fast, consistent answers on every channel: live chat, WhatsApp, phone and email.

CS-01Inbound contact handlingContinuous, agreed hours

Answer customers quickly on every channel.

Steps

Greet and identify the customer
Understand the request and check the order or account
Resolve at first contact wherever possible
Create a ticket for anything left open
Confirm next steps and timing
Close with a summary and a satisfaction request

Trigger: Customer contact by chat, WhatsApp, phone or email
Frequency: Continuous, agreed hours
Output: Tickets, contact log

Controls

Scripts and knowledge base per client
Weekly call and chat sampling (GV-02)

KPIs & targets

Chat answered in under 1 minute
Phone answered in under 30 seconds
Email answered within 4 business hours
First-contact resolution rate

Open CS-01 as a page

CS-02Ticket lifecycle & escalationContinuous

Track every open request until it is solved.

Steps

Categorize and set the priority
Assign an owner
Work the ticket and keep the customer updated
Escalate if the target is at risk
Resolve and confirm with the customer
Close and tag the root cause

Trigger: Ticket created
Frequency: Continuous
Output: Resolved tickets, weekly ticket report

Controls

Target timers on every ticket
Daily review of aged tickets

KPIs & targets

At least 95% of tickets resolved within target
Reopen rate

Open CS-02 as a page

CS-03Complaint handlingAs needed

Treat complaints seriously, fix the cause and keep the customer.

Steps

Acknowledge within the agreed time
Record the facts, evidence and expected outcome
Investigate with the warehouse, carrier or supplier
Propose a resolution and get approval
Communicate the decision to the customer
Record the root cause and the preventive action

Trigger: Complaint received on any channel
Frequency: As needed
Output: Complaint file, corrective actions

Controls

Every complaint gets a written answer
Monthly complaint trend review

KPIs & targets

Acknowledged within 24 hours
Closed within 5 business days

Open CS-03 as a page

CS-04Returns & refunds (RMA)As needed

Make returns simple for customers and controlled for you.

Steps

Check eligibility against the return policy
Issue the RMA number and instructions
Book a collection if applicable
Track receipt and inspection (WH-06)
Approve the refund, replacement or credit (IB-03)
Inform the customer at each step

Trigger: Return request
Frequency: As needed
Output: RMA record, refund confirmation

Controls

No refund before inspection, unless the policy allows it

KPIs & targets

Refund processed within the agreed days after receipt

Open CS-04 as a page

CS-05Outbound calls & proactive notificationsAs planned

Contact customers before they need to contact you.

Steps

Prepare the contact list and script
Call or message each customer
Record the outcome
Schedule follow-ups
Report the results

Trigger: Delay, campaign, follow-up or feedback call
Frequency: As planned
Output: Call results report

Controls

Consent checked before any outbound marketing contact (GDPR)

KPIs & targets

Contact rate
Outcome conversion rate

Open CS-05 as a page

CS-06Customer satisfaction & feedbackContinuous and quarterly

Measure how customers feel and act on it.

Steps

Send a short CSAT survey after resolution
Follow up every negative score within 48 hours
Analyze comments monthly
Feed improvement actions into CI-02

Trigger: Ticket closure and periodic survey
Frequency: Continuous and quarterly
Output: Monthly customer feedback report

Controls

Every negative score reviewed by a team lead

KPIs & targets

CSAT of at least 90%
Net Promoter Score trend

Open CS-06 as a page

Front office & administration

3 procedures

The daily administration that keeps an office professional: reception, mail, calendars, travel and requests.

FO-01Reception & visitor managementDaily, office hours

A professional first impression for every visitor and caller.

Steps

Greet and register the visitor
Notify the host and issue a badge
Brief the visitor on safety rules where required
Answer and route calls, take messages
Keep the visitor log up to date

Trigger: Visitor arrives or call to the main line
Frequency: Daily, office hours
Output: Visitor log, message log

Controls

Visitor log kept for every visit
Visitors escorted in confidential areas

KPIs & targets

Calls answered within 3 rings
Messages passed on within 15 minutes

Open FO-01 as a page

FO-02Mail, courier & correspondenceDaily

Incoming and outgoing mail handled and tracked.

Steps

Register incoming mail and courier items
Scan and route to the right person
Prepare and send outgoing mail and couriers
Track registered and courier shipments
File copies (DA-01)

Trigger: Mail or courier item received or to be sent
Frequency: Daily
Output: Mail register

Controls

Registered mail tracked to delivery

KPIs & targets

Incoming mail distributed the same day

Open FO-02 as a page

FO-03Meetings, travel & office requestsAs needed

Keep calendars, meetings, travel and the office running smoothly.

Steps

Manage calendars and book meetings
Prepare rooms and materials
Take minutes and track actions
Book travel within the travel policy
Order office supplies and log facility requests
Reconcile travel and office expenses monthly

Trigger: Request from management or the team
Frequency: As needed
Output: Meeting minutes, bookings, expense report

Controls

Travel booked within policy
Every expense supported by documents

KPIs & targets

Requests handled within 1 business day

Open FO-03 as a page

Master data ERP & CRM

4 procedures

Clean products, customers, suppliers and prices in your ERP and CRM, so every other process runs right.

MD-01Product master dataAs needed

Create and change products correctly, once, for every system that uses them.

Steps

Receive the request on the standard template
Check for duplicates
Create or update with all mandatory fields: codes, units, VAT, barcodes, weights
A second person validates the record
Activate for sales and purchasing
Record the change

Trigger: New product or change request
Frequency: As needed
Output: Active product record, change log

Controls

Mandatory fields enforced
Four-eyes validation

KPIs & targets

Requests completed within 1 business day
Master data error rate

Open MD-01 as a page

MD-02Customer master & credit dataAs needed

Set up customers correctly so orders, invoices and collections run clean.

Steps

Collect company details and contacts
Verify the fiscal code and VAT status (ANAF)
Check for duplicates
Apply approved payment terms and credit limit
Create the customer in ERP and CRM
Record the change

Trigger: New customer or change request
Frequency: As needed
Output: Customer record in ERP and CRM

Controls

Credit limits approved by you
Fiscal data verified before the first invoice

KPIs & targets

Customer created within 1 business day

Open MD-02 as a page

MD-03Prices, discounts & conditionsAs needed

Make sure every order is priced exactly as agreed.

Steps

Receive the approved change
Update price lists and discounts with validity dates
Test on sample orders
Notify sales and customers where needed
Archive the previous version

Trigger: Approved price change or new agreement
Frequency: As needed
Output: Updated price lists

Controls

Only approved changes applied
Test orders run before the validity date

KPIs & targets

Price-related invoice disputes, tracked monthly

Open MD-03 as a page

MD-04Data quality audit & CRM hygieneMonthly

Keep ERP and CRM data clean, complete and trustworthy.

Steps

Run duplicate and completeness reports
Merge duplicates and fill missing fields
Clean the CRM: stale opportunities, missing activities, wrong stages
Deactivate unused records
Report the data quality score

Trigger: Audit calendar
Frequency: Monthly
Output: Data quality report

Controls

Merges and deletions approved by the data owner

KPIs & targets

Data quality score of at least 98%

Open MD-04 as a page

E-commerce operations

3 procedures

The daily work behind your web shop and marketplaces: listings, order sync, promotions and reviews.

EC-01Product listings & contentAs needed, audited weekly

Keep your online catalog complete, correct and up to date.

Steps

Collect product data, images and descriptions
Create or update listings in the web shop and marketplaces
Check categories, attributes, prices and stock sync
Publish and verify the live listing
Audit listings weekly for errors or blocked offers

Trigger: New product, change or listing error
Frequency: As needed, audited weekly
Output: Live listings, audit log

Controls

Weekly listing audit

KPIs & targets

Listing errors fixed within 1 business day

Open EC-01 as a page

EC-02Marketplace & web shop order syncContinuous

Make sure every online order reaches the ERP and ships on time.

Steps

Monitor order import from each channel
Fix failed imports and mapping errors
Send status and tracking back to the channel
Handle cancellations within channel deadlines
Reconcile channel orders with the ERP daily

Trigger: Online order placed
Frequency: Continuous
Output: Order sync exception log

Controls

Daily channel vs ERP reconciliation

KPIs & targets

Zero orders missing in the ERP
Channel performance scores kept above thresholds

Open EC-02 as a page

EC-03Promotions, prices & reviewsAs planned, reviews daily

Run campaigns and manage your online reputation without errors.

Steps

Set up promotions with start and end dates
Check promotional prices on sample products before launch
Monitor results during the campaign
Answer customer reviews and questions within the agreed time
Report campaign and rating results

Trigger: Campaign calendar, price change or new review
Frequency: As planned, reviews daily
Output: Campaign report, review log

Controls

Promotional prices double-checked before go-live

KPIs & targets

Reviews answered within 24 hours
Average rating trend

Open EC-03 as a page

Reporting & analytics

4 procedures

The numbers you need to run the business, on time and reconciled to your systems.

RP-01Daily operations reportDaily

Start every day knowing exactly where operations stand.

Steps

Extract yesterday's volumes, backlog and exceptions
Check the figures against system totals
Highlight items at risk: late orders, blocked invoices, open tickets
Publish by 10:00 to the agreed distribution list
Follow up on red items the same day

Trigger: Start of the business day
Frequency: Daily
Output: Daily operations report

Controls

Figures reconciled to system totals

KPIs & targets

Report published on time on at least 98% of days

Open RP-01 as a page

RP-02Weekly KPI packWeekly

Track performance against targets, week by week.

Steps

Update every KPI against its target
Show trends over the last 8 weeks
Explain every red KPI with cause and action
Share with the process owners
Review in the weekly call

Trigger: End of the week
Frequency: Weekly
Output: Weekly KPI pack

Controls

KPI definitions fixed and documented

KPIs & targets

Pack delivered by Monday noon

Open RP-02 as a page

RP-03Month-end operational closeMonthly

Close the month cleanly so accounting gets accurate numbers on time.

Steps

Post all pending receipts, dispatches and invoices
Reconcile stock with accounting
List delivered-not-invoiced and received-not-invoiced items
Provide accrual inputs to accounting
Complete the e-Factura reconciliation (IB-02)
Send the month-end close pack

Trigger: Last business days of the month
Frequency: Monthly
Output: Month-end close pack

Controls

Close checklist signed off

KPIs & targets

Close pack delivered by the 3rd business day

Open RP-03 as a page

RP-04Ad-hoc analysis requestsAs needed

Answer the business question behind the request, not just pull data.

Steps

Log the request with deadline and priority
Clarify the question and the decision it supports
Extract and clean the data
Analyze and check the results
Deliver with clear conclusions and recommendations

Trigger: Request from you or your management
Frequency: As needed
Output: Analysis report or dashboard

Controls

Second-person check before delivery

KPIs & targets

Delivered by the agreed deadline

Open RP-04 as a page

AI agents, automation & development

6 procedures

AI agents, automations, integrations and releases, run on written procedures like every other process.

IT-01AI agent developmentPer agent

Take repetitive questions and tasks off your sales and operations teams.

Steps

Define the task: what the agent answers or does, and for whom
Connect only the data sources the task needs
Build the agent and test it on real cases with your team
Set the limits: what it does alone and what goes to a person
Launch, collect feedback and improve it every month

Trigger: Repetitive task identified, or your request
Frequency: Per agent
Output: Working AI agent, monthly usage and accuracy report

Controls

Access limited to approved data; actions outside the agreed limits need human approval

KPIs & targets

Hours saved per month and accuracy on reviewed answers

Open IT-01 as a page

IT-02Workflow automationPer automation

Remove the manual steps that a script or a rule can do reliably.

Steps

Document the manual steps and their volume
Design the automation in the tools you already use
Build it, test it on real cases and document it
Train the users and switch over
Monitor every run and fix failures

Trigger: Automation opportunity from a process review, or your request
Frequency: Per automation
Output: Automation in production, run log

Controls

Every automation has a named owner and a manual fallback

KPIs & targets

Manual hours removed per month

Open IT-02 as a page

IT-03System integration (ERP, CRM, e-commerce)Per project

Connect your systems so data is entered once and flows everywhere it is needed.

Steps

Map the data flows, fields and owners between the systems
Agree the integration method: API, connector or scheduled file
Build and test in a test environment with real sample data
Run in parallel with the manual process until the results match
Go live with monitoring and error alerts

Trigger: New system, new sales channel or your request
Frequency: Per project
Output: Integration specification, test report

Controls

Go-live only after test results are signed off by the system owner

KPIs & targets

Sync errors below 0.5% of records

Open IT-03 as a page

IT-04Data migration & system adoptionPer project

Move to a new ERP or CRM with complete, clean data and a team that uses it.

Steps

Inventory the source data and agree what moves
Map the fields and clean the data before the move
Run a trial migration and reconcile record counts and totals
Run the final migration in an agreed window
Train the users and support them through the first weeks

Trigger: System change, upgrade or consolidation
Frequency: Per project
Output: Migration plan, reconciliation report, user guides

Controls

Counts and totals reconciled before and after every migration run

KPIs & targets

100% of agreed records migrated and reconciled

Open IT-04 as a page

IT-05Deployment & release managementPer release

Ship changes to your systems safely, with a way back.

Steps

Describe the change, its impact and the rollback plan
Test it in a staging environment
Get approval from the system owner
Deploy in the agreed window and run smoke tests
Monitor after the release and publish release notes

Trigger: Approved change or new release
Frequency: Per release
Output: Release notes, change log

Controls

No release without a tested rollback plan

KPIs & targets

Releases with no rollback and no incident

Open IT-05 as a page

IT-06Application support & maintenanceDaily

Keep the tools, integrations and agents we build running every day.

Steps

Monitor integrations, agents and automations
Log incidents and prioritize them by business impact
Fix them, or escalate to the system vendor
Apply updates and security patches on schedule
Report incidents and availability every month

Trigger: Ticket, alert or maintenance calendar
Frequency: Daily
Output: Incident log, monthly support report

Controls

Incidents handled within the agreed service levels

KPIs & targets

Availability of integrations and agents

Open IT-06 as a page

Process improvement & cost cutting

4 procedures

How we keep lowering your cost per order, per invoice and per transaction, and prove it in numbers.

CI-01Process diagnostic & waste analysisQuarterly

Find where time and money leak out of your processes.

Steps

Select the processes with the highest volume or cost
Measure time, cost and error rate per step
Identify waste: waiting, rework, duplicate entry, manual checks
Rank opportunities by savings and effort
Present a prioritized improvement plan

Trigger: Onboarding, quarterly review or your request
Frequency: Quarterly
Output: Diagnostic report, improvement backlog

Controls

Measurements based on real samples, not estimates

KPIs & targets

Savings potential quantified per process

Open CI-01 as a page

CI-02Improvement initiative lifecycleContinuous

Turn every improvement idea into a measured result.

Steps

Define the problem, the target and the baseline
Analyze root causes
Design and test the solution on a small scale
Roll it out and update the SOP (GV-07)
Measure results against the baseline after 30 days
Close and report the savings

Trigger: Approved item from the improvement backlog
Frequency: Continuous
Output: Initiative record, updated SOP

Controls

No initiative closed without measured results

KPIs & targets

Initiatives delivered per quarter
Share of initiatives reaching their target

Open CI-02 as a page

CI-03Automation opportunity assessmentQuarterly

Replace repetitive manual work with ERP, CRM or automation tools.

Steps

List repetitive tasks with volumes and time spent
Check what your existing ERP and CRM features can already do
Assess options: rules, imports, integrations, RPA
Estimate effort, cost and payback
Implement with your IT team or vendor
Update the SOPs and measure the time saved

Trigger: Repetitive task identified in the diagnostic or daily work
Frequency: Quarterly
Output: Automation business case, implemented solution

Controls

Every automation has an owner and a manual fallback

KPIs & targets

Hours saved per month
Payback period

Open CI-03 as a page

CI-04Savings tracking & validationMonthly

Prove the savings, in numbers you can check.

Steps

Record the baseline cost of each initiative
Measure the actual cost after implementation
Separate one-off from recurring savings
Validate the figures with your finance owner
Report cumulative savings in the monthly review

Trigger: Implemented improvement
Frequency: Monthly
Output: Savings register

Controls

Savings validated by your finance team

KPIs & targets

Validated savings vs target

Open CI-04 as a page

Governance, quality & security

8 procedures

The rules that keep the service reliable, your data protected and every result transparent.

GV-01Monthly service review & SLA reportingMonthly

Show you, every month, exactly how the service performed.

Steps

Compile SLA and KPI results per process
Explain every missed target with its root cause
Present volumes, trends and savings achieved
Review open improvement actions
Agree priorities for the next month
Send minutes and the action list within 2 business days

Trigger: Month-end
Frequency: Monthly
Output: Monthly service report, action list

Controls

Figures taken from system data
Actions tracked to closure

KPIs & targets

Report delivered by the 5th business day
SLA compliance of at least 95%

Open GV-01 as a page

GV-02Quality control & four-eyes checksDaily and weekly

Catch errors before they reach your customers or your books.

Steps

Define critical steps and sample sizes per SOP
A second team member checks samples daily
Record every error found and its cause
Give same-day feedback and correct
Increase sampling where error rates rise
Report quality scores weekly

Trigger: Sample plan defined per process
Frequency: Daily and weekly
Output: Quality control log, weekly quality score

Controls

Four-eyes check on high-value or high-risk transactions
Monthly calibration sessions

KPIs & targets

Error rate below 0.5% per process
Quality score per team member

Open GV-02 as a page

GV-03Incident & escalation managementAs needed

Handle anything that goes wrong quickly, openly and with a fix that lasts.

Steps

Log the incident and set its priority (see service levels)
Inform your contact within the response time
Contain the impact with a workaround first
Escalate along the escalation path
Resolve and confirm with you
Deliver the root-cause analysis and preventive actions

Trigger: Service failure, SLA risk or client escalation
Frequency: As needed
Output: Incident record, root-cause report

Controls

Written root-cause report for every P1 and P2
Preventive actions tracked in the monthly review

KPIs & targets

Response and resolution within priority targets
Number of repeat incidents

Open GV-03 as a page

GV-04Data protection & confidentiality (GDPR)Continuous, reviewed yearly

Protect your data, your customers' data and your business information.

Steps

Sign a data processing agreement and confidentiality clauses
Train every team member before access and yearly after
Process only the data each SOP needs
Handle data subject requests within legal deadlines
Report any suspected breach to you immediately
Review data handling practices yearly

Trigger: Every engagement and every team member
Frequency: Continuous, reviewed yearly
Output: Data processing agreement, training records, processing register

Controls

Signed NDA for every team member
Clean desk and screen lock rules

KPIs & targets

100% of the team trained
Suspected breaches reported to you without delay

Open GV-04 as a page

GV-05Access review & team changesMonthly and on every change

Make sure only the right people have access, at all times.

Steps

Request access for new team members through your IT
Update roles when someone changes process
Remove all access on a leaver's last working day
Review the full access register with you monthly
Close any account unused for 30 days

Trigger: Monthly review, or a joiner, mover or leaver
Frequency: Monthly and on every change
Output: Updated access register

Controls

Leaver access removed the same day
Monthly review signed by you

KPIs & targets

Zero active accounts belonging to leavers

Open GV-05 as a page

GV-06Business continuity & backup coverageContinuous, tested twice a year

Keep your operations running through absences, peaks and outages.

Steps

Train at least two people on every process
Keep a cover plan for each role
Plan leave and peaks in advance with you
Apply manual fallback steps during system outages
Test continuity twice a year and update the plan

Trigger: Planned leave, sickness, volume peak or system outage
Frequency: Continuous, tested twice a year
Output: Continuity plan, cover matrix, test report

Controls

No single point of knowledge
Fallback steps documented in each SOP

KPIs & targets

Zero service interruptions caused by absence

Open GV-06 as a page

GV-07SOP document control & change managementAs needed, reviewed yearly

Keep every procedure current, approved and in one place.

Steps

Request the change with its reason and impact
Update the SOP draft
Review with your process owner
Approve and publish the new version
Train the team and record attendance
Archive the old version

Trigger: Process change, improvement or audit finding
Frequency: As needed, reviewed yearly
Output: Updated SOP, change log

Controls

Version number, date and approver on every SOP
Only current versions available to the team

KPIs & targets

Every SOP reviewed at least once a year

Open GV-07 as a page

GV-08Exit & handoverPer exit

If we ever part ways, you get everything back, cleanly and on time.

Steps

Agree the exit plan and timeline
Hand over all SOPs, documents and data
Run knowledge transfer sessions with the new owner
Support a parallel run if needed
Remove all access and return or delete data
Sign the handover protocol

Trigger: End of contract or scope reduction
Frequency: Per exit
Output: Handover protocol, data deletion confirmation

Controls

Checklist-based handover
Data return or deletion confirmed in writing

KPIs & targets

Handover completed within the agreed notice period

Open GV-08 as a page

Service levels & escalation

These are our standard targets. The final values are agreed with each client and written into the service level agreement.

Priority	When it applies	First response	Status updates	Resolution target
P1 Critical	Operations stopped: orders cannot ship, invoicing or e-Factura blocked, customer channels down	30 minutes	Every hour	4 hours
P2 High	A key process is slowed down or an important customer is affected	2 hours	Twice a day	1 business day
P3 Normal	A single order, invoice or ticket issue with a workaround available	4 business hours	Daily	3 business days
P4 Request	Changes, new reports and improvement requests	1 business day	Weekly	As planned

Escalation path

Team lead
First owner of every issue. Escalates as soon as a response or resolution target is at risk.
Operations manager
Takes over every P1 immediately and any P2 not resolved within its target.
Account director
Informed of every P1, leads the call with your management and delivers the root-cause report within 5 business days.

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The procedures on this page are our standard templates. Every client receives signed versions adapted to its own processes, systems and targets.