Domus SOP Workflow Hub

Source page 01

New Annual Maintenance Contract

A client AMC request becomes a survey, an AMC proposal, client approval/payment, planned maintenance visit scheduling, and final schedule upload. Product actions are named by audience: customer application, Field Ops, and ops dashboard.

Converted from workflow 1

3 Primary lanes

6 Decision points

2 Linked workflows

8 Core roles

Service or project branch

COOR Survey support

Coordinator supports the AMC survey

If available, the assigned SE attends the survey with the C/ME. COOR ensures the team conducts the AMC survey.

COOR Report scope

Property condition details are captured

Report AC unit condition, quantity and type, duct condition, electrical and plumbing installation, pumps, filters, water tanks, and related conditions.

Work needed before AMC?

YesSE asks COOR to arrange the work, then COOR decides whether it should become a project.

NoSE creates the new AMC request and sends it through the approval path.

Does prior work require a project?

NoProduct automation notifies the client of service scheduling and continues to workflow 2.1 - Service Callout.

YesProduct automation notifies the client of project scheduling and continues to workflow 3.1 - Project Survey.

Main AMC path

CLIENT Start

Client requests a new AMC

AMC requests, leads, or referrals from Sales, Marketing, CSR, or Service are referred to CSR, who coordinates with the client.

Is the client new?

YesThe client creates an account in the customer application with name, email, and phone number.

NoThe client books an AMC survey slot in the customer application based on Service C/ME availability.

AUTO Notification

Internal team is alerted

Product automation notifies the zone C/ME, COOR, and SE that the client booked an AMC survey and the assigned C/ME must attend.

C/ME Field Ops

C/ME conducts the inspection on site

Using Field Ops, the C/ME uploads photos and writes a brief report while on site. Product automation then notifies the SE that the report is uploaded.

Does the report show work is needed before AMC?

YesSE asks COOR to arrange the required work before the AMC continues.

NoSE creates the AMC request and enters the client-requested services in the ops dashboard.

SCM Review

SCM reviews the AMC request

SCM receives the AMC request from SE with the AMC calculator, then approves or rejects the request.

Is the AMC request approved?

YesSCM sends the AMC to the client for approval. Product automation asks the client to review it in the customer application.

NoSCM rejects the request and asks SE to revise the AMC request in the ops dashboard.

Does the client approve the proposal?

YesThe client pays for the AMC in the customer application.

NoThe client rejects the AMC and selects a reason. Product automation notifies SE of rejection.

CLIENT Payment

Payment and contract are completed

After payment, product automation notifies SCM, SE, CAC, COOR, and the client, then generates the PDF contract.

CLIENT Schedule

Client schedules planned maintenance visits

The customer application provides booking windows for PPMP 1, PPMP 2, PPMP 3, or PPMP 4 based on the assigned service team's open slots.

COOR Completion

COOR finalizes the maintenance schedule

Product automation notifies COOR, the PPMP service team, and C/ME. COOR ensures visits happen, generates the schedule report, and uploads it to the property Dropbox folder.

Assignment and revision branch

AUTO Assignment

SCM is asked to assign SE

Product automation notifies SCM to assign an SE. SCM assigns SE in the ops dashboard.

AUTO SE notified

Assigned SE contacts the client

Product automation notifies SE of assignment. SE introduces themselves by phone, WhatsApp, or email and calls CSR to book the first AMC request and attend.

SE Revision

SE revises rejected AMC request

When SCM rejects the AMC request, product automation notifies SE and SE revises the request in the ops dashboard for another SCM review.

SE Rejected proposal

SE negotiates after client rejection

If the client rejects the proposal, SE attempts to negotiate. If the client wants a revised proposal, the process loops back to SE revision.

SE Cancel

SE cancels when no revision is wanted

If the client does not want a revised proposal, SE cancels the AMC request in the ops dashboard and states the reason.

Service handoff If prior work does not require a project, the client is notified of service scheduling and the process continues to 2.1 - Service Callout.

Project handoff If prior work requires a project, the client is notified of project scheduling and the process continues to 3.1 - Project Survey.

Contract archive COOR creates the property folder in Dropbox and uploads the client-approved AMC to the property folder.

Finance check CAC ensures the client payment is credited to the company bank account.

Rendered source workflow 1.1 New Annual Maintenance Contract

Workflow 1.2

Renewal Annual Maintenance Contract

Renewal reminders start before AMC expiry. The client can renew directly, renew after SE follow-up, request changed terms, decline renewal, or move through the standard AMC approval, payment, contract, and PPMP scheduling path.

Snippet ready

3 Primary lanes

6 Decision points

2 Renewal outcomes

7 Core roles

Main renewal path

AUTO Renewal reminder

Renewal reminders are sent before expiry

Product automation notifies SE, SCM, and the client 60 days before AMC expiry, then sends a second reminder 30 days before expiry if the AMC is still not renewed.

Does the client renew on their own?

YesThe client requests AMC renewal in the customer application.

NoSE contacts the client by phone, WhatsApp, or email to discuss renewal or changes.

CLIENT Renewal request

Client requests AMC renewal

The customer application records the renewal request and prompts the client to review the AMC.

AUTO Client review

Client is asked to review the AMC

Product automation notifies the client to review the AMC before approval and payment.

Does the client approve the AMC proposal?

YesThe client makes payment for the AMC in the customer application.

NoThe client rejects the AMC and states the reason. Product automation notifies SE of the rejection.

CLIENT Payment

Client pays for the renewed AMC

The customer application collects the AMC payment after proposal approval.

AUTO Contract generated

Approval and payment are confirmed

Product automation notifies SCM, SE, CAC, COOR, and the client that the AMC is approved and paid, then generates the PDF contract.

CAC Finance check

CAC confirms payment credit

CAC ensures the client payment is credited to the company bank account.

COOR Archive

COOR archives the approved AMC

COOR uploads the client-approved AMC to the Dropbox property folder.

CLIENT PPMP schedule

Client schedules planned maintenance visits

The customer application provides booking windows for each AMC PPMP, based on the assigned service PPMP team's open slots.

AUTO Team notified

PPMP team is notified

Product automation notifies COOR, the PPMP service team, and C/ME that the PPMP visits have been scheduled.

COOR Execution

COOR ensures PPMP visits happen

COOR ensures the team conducts the scheduled PPMP visits.

COOR Schedule package

COOR uploads the approved PPMP schedule

Once all PPMPs are scheduled, COOR generates a report and uploads the approved PPMP schedule to the respective property Dropbox folder.

SE follow-up and changed terms

SE Follow-up

SE contacts the client

If the client does not renew independently, SE contacts the client by phone, WhatsApp, or email to advise renewal or changes based on usage, then calls CSR to share the client's decision.

Does the client want the same terms?

YesThe process returns to the customer renewal request path.

NoSE confirms whether the client wants to renew the AMC at all.

Does the client want to renew at all?

YesProduct automation notifies SCM of new AMC creation, and SE creates a new AMC request.

NoSE lets the prior AMC expire in the ops dashboard and states the non-renewal reason.

SE Non-renewal

SE records non-renewal

If the client does not want to renew, SE lets the prior AMC expire in the ops dashboard and records the non-renewal reason.

AUTO New AMC

SCM is notified of new AMC creation

When the client wants changed terms, product automation notifies SCM that a new AMC creation path is required.

SE Request

SE creates a new AMC request

SE creates a new AMC request in the ops dashboard and enters the relevant client-requested services.

SCM Review

SCM reviews the new AMC request

SCM receives and reviews the AMC request from SE along with the AMC calculator.

Is the AMC request approved?

YesSCM sends the AMC to the client for approval.

NoSCM rejects the request and asks SE to revise it.

SCM Client approval

SCM sends the AMC for client approval

After SCM approval, the AMC is sent to the client approval path.

Rejection and revision branch

CLIENT Client rejection

Client rejects the AMC

If the client rejects the AMC proposal, the customer application records the rejection reason.

AUTO SE alert

SE is notified of rejection

Product automation notifies SE that the AMC was rejected by the client.

SE Negotiation

SE attempts to negotiate

SE attempts to negotiate with the client after rejection.

Does the client want a revised proposal?

YesThe process loops back to SE revision and SCM review.

NoSE cancels the AMC request and states the reason.

SE Cancel

SE cancels if no revision is wanted

If the client does not want a revised proposal, SE cancels the AMC request in the ops dashboard and states the reason.

SCM SCM rejection

SCM requests revision

If SCM does not approve the AMC request, SCM rejects it in the ops dashboard and requests SE revision.

AUTO Revision alert

SE is notified of revision request

Product automation notifies SE that the AMC request needs revision.

SE Revision

SE revises the AMC request

SE revises the AMC request in the ops dashboard and returns it to the SCM review path.

Changed terms Client-requested changes move the renewal into a new AMC request, with SE entry and SCM review.

Non-renewal outcome If the client does not want renewal, SE records the reason and lets the prior AMC expire.

Finance check CAC confirms the client payment is credited to the company bank account after client approval and payment.

Property archive COOR uploads the client-approved AMC and the approved PPMP schedule to the property Dropbox folder.

Rendered source workflow 1.2 Renewal Annual Maintenance Contract

Workflow 2.1

Service Callout

A service callout request is routed to CSR, booked by the client, checked against AMC coverage and remaining callout entitlement, then dispatched to the service team for site inspection and the right next workflow.

Snippet ready

3 Primary lanes

5 Decision points

3 Linked workflows

6 Core roles

Main callout path

CLIENT Start

Client request is routed to CSR

The client requests a callout or is referred from Sales, Marketing, CSR, or Service. CSR coordinates with the client. If the client informs another staff member, that staff member should inform CSR.

Does the client have an account?

NoThe client creates an account in the customer application with basic details: name, email, and phone number.

YesThe client logs in and books a callout for a specific location and address.

CLIENT Booking

Client books the callout location

In the customer application, the client logs in and books a callout for the specific location and address that needs service.

Does the client have an AMC for this callout location?

NoProduct automation notifies the client to pay the non-AMC callout charge. Non-AMC customers are charged AED 250 every two hours.

YesThe process checks whether the AMC still has remaining applicable callouts for the location.

Does the AMC have remaining applicable callouts?

NoProduct automation notifies the client to buy a callout package or pay a single callout charge. AMC customers are charged AED 200 every two hours when the entitlement is not available.

YesApplicable callouts are covered under the AMC services.

CLIENT Payment if needed

Client pays applicable charges

When the callout is not covered by an AMC entitlement, the client pays the applicable charge in the customer application before dispatch continues.

AUTO Dispatch notice

Service team and client are notified

Product automation notifies the zone STL, COOR, C/ME, and the client about the callout booking, and informs the client of remaining callouts.

STL Site visit

STL arrives at the property

The STL arrives at the property according to the scheduled slot. Product automation notifies the client of service team arrival and tracks arrival time.

STL Field Ops

STL inspects and uploads the job card

Using Field Ops, the STL conducts the required inspection, takes and uploads photos, and completes the online job card.

Is further inspection required by C/ME?

YesUsing Field Ops, STL requests that a C/ME be sent to the property. The client is then notified of project scheduling.

NoSTL decides whether materials are required for the work.

Are materials required?

YesFollow the service estimate procedure.

NoFollow the service delivery procedure.

Payment and entitlement branch

CLIENT New account

Account is created when missing

If the client has no account, they create one in the customer application with basic client details before booking the callout.

AUTO Non-AMC rate

Non-AMC callout charge applies

For non-AMC customers, product automation notifies the client to pay the callout charge of AED 250 every two hours.

AUTO AMC rate

AMC charge applies when no callouts remain

For AMC customers without remaining applicable callouts for the location, product automation asks the client to buy a callout package or pay a single callout charge of AED 200 every two hours.

CLIENT Covered

Covered callouts continue without charge

When the callout is applicable and remaining under the AMC for that location, the service is covered under AMC services.

Inspection outcomes

COOR Coordination

COOR confirms the scheduled callout happens

COOR ensures the team conducts the scheduled callout.

STL Immediate repair

Repair immediately when no material is required

If material is not required, the team completes the necessary repair work immediately to avoid delay.

C/ME Further inspection

C/ME is requested when further inspection is needed

If STL identifies that further inspection is required by C/ME, STL requests that a C/ME be sent to the property.

AUTO Project notice

Client is notified of project scheduling

When the process requires project survey handling, product automation notifies the client of project scheduling.

Service estimate handoff If materials are required, STL follows the service estimate procedure labeled in the source diagram.

Service delivery handoff If materials are not required, STL follows 2.4 - Service Delivery.

Project survey handoff If further C/ME inspection is required, the client is notified of project scheduling and the process follows 3.1 - Project Survey.

Payment gate When the callout is not covered by AMC entitlement, payment in the customer application gates the dispatch path.

Rendered source workflow 2.1 Service Callout

Workflow 2.2

Service Emergency

An emergency request is routed to CSR, booked by the client, checked against AMC coverage and emergency-charge rules, prioritized into the service schedule, handled by STL on site, and then routed to service delivery, service estimate, or project survey when follow-up work is needed.

Converted from workflow 2.2

3 Primary lanes

6 Decision points

4 Linked workflows

6 Core roles

Main emergency path

CLIENT Start

Emergency request reaches CSR

Client emergency requests, or referrals from Sales, Marketing, CSR, or Service, are referred to CSR. CSR coordinates with the client.

CSR Intake

Other staff route the request to CSR

If the client informs any other staff member, that person should inform CSR so the emergency request enters the same coordination path.

Does the client have an account?

YesThe client continues to emergency callout booking in the customer application.

NoThe client creates an account in the customer application with basic name, email, and phone details.

CLIENT Booking

Client books the emergency callout

The client logs in to the customer application and books an emergency callout for a specific location and address.

Does the client have an AMC for this location?

YesProduct automation checks whether the stated emergency fits the AMC terms and conditions.

NoThe client is notified to pay the emergency callout charge due to priority scheduling.

Does the emergency fit AMC terms?

YesAt this stage, the workflow states that the customer should be trusted as correct.

NoThe client is notified to pay the emergency callout charge due to priority scheduling.

AUTO Schedule alert

Schedule stakeholders are alerted

Product automation notifies the zone STL, COOR, C/ME, and the client of the callout booking so room can be made in the schedule.

Does another job need rescheduling?

YesCOOR reschedules an existing service request to immediately deploy to the emergency.

NoThe service team proceeds to the property as scheduled.

STL Arrival

STL arrives at the property

The service team arrives at the property according to the scheduled slot. COOR ensures the team conducts the scheduled callout.

AUTO Arrival update

Client is notified of arrival

Product automation notifies the client of the service team arrival and tracks the arrival time.

STL First response

STL performs first response repair

Using Field Ops, STL attends the emergency, administers first response repair, investigates the root cause and repair, uploads photos, and ensures the site is safe.

Payment and scheduling exceptions

AUTO Charge

Emergency charge applies when required

When the callout is not covered by an AMC path or does not fit the AMC emergency definition, the emergency charge is AED 750.

CLIENT Payment

Client pays applicable charges

The client pays the applicable emergency callout charge in the customer application before the booking proceeds into priority scheduling.

COOR Priority

COOR prioritizes an available team

COOR prioritizes the emergency using an available team when the schedule needs to make room for the urgent callout.

COOR Reschedule

COOR reschedules an existing request

In the ops dashboard, COOR reschedules an existing service request so the team can be immediately deployed to the emergency.

AUTO Client update

Original client is notified

Product automation notifies the originally slotted client that their service request has been rescheduled.

Rescheduled service handoff The originally slotted service request continues through 2.1 - Service Callout after rescheduling.

Inspection and outcome branches

STL Immediate repair

STL repairs immediately when possible

If material is not required, STL does the necessary repair work immediately to avoid delay on the required repairs.

Is C/ME inspection required?

YesSTL requests for a C/ME to be sent to the property.

NoSTL determines whether materials are required or whether it is a false emergency.

STL C/ME request

STL requests C/ME inspection

Using Field Ops, STL requests that a C/ME be sent to the property for further inspection.

AUTO Project schedule

Client is notified of project scheduling

Product automation notifies the client of project scheduling before the process continues to the project survey workflow.

Are materials required or is it a false emergency?

YesThe process continues to 2.4 - Service Estimate.

NoThe process continues to 2.4 - Service Delivery.

Service estimate handoff If materials are required or the callout is a false emergency, the process continues to 2.4 - Service Estimate.

Service delivery handoff If no materials are required after the first response path, the process continues to 2.4 - Service Delivery.

Project survey handoff When further C/ME inspection leads to project scheduling, the process continues to 3.1 - Project Survey.

Existing service handoff Any existing service request displaced by the emergency continues through 2.1 - Service Callout.

Rendered source workflow 2.2 Service Emergency

Workflow 2.3

Service Estimate

When a service callout or emergency requires materials, STL prepares an estimate, material availability is checked, the estimate is sent for client approval, and approved estimates move into payment and Service Delivery.

Snippet ready

3 Primary lanes

6 Decision points

1 Linked workflow

5 Core roles

Main estimate path

STL Trigger

Materials are required

A callout or emergency reaches the estimate workflow when STL identifies that materials are required.

STL Field Ops

STL starts preparing the estimate

STL opens the estimate in Field Ops and begins preparing the material-based service estimate.

Are materials available in vehicle stock?

YesSTL completes preparation of the estimate.

NoSTL requests the required materials to be sent to the property, starting the material availability branch.

STL Estimate

STL completes estimate preparation

Once the required material information is ready, STL completes the estimate preparation in Field Ops.

Does STL want C/ME review and revision?

YesSTL requests C/ME to review and revise the estimate before returning to preparation.

NoSTL sends the estimate for client approval.

STL Approval

Estimate is sent to the client

STL sends the estimate for client approval. Product automation notifies the client to review the estimate.

Is the estimate approved?

YesThe client pays for the estimate in the customer application.

NoThe client rejects the estimate in the customer application and selects a reason.

CLIENT Payment

Client pays for the estimate

After payment, product automation notifies STL, CAC, SE, and COOR that payment has been made.

Material availability branch

STL Material request

STL requests materials for the property

If vehicle stock is not available, STL requests the required materials to be sent to the property.

AUTO Procurement

Procurement is asked to review

Product automation notifies procurement to review the estimate before PE checks stock availability.

Are materials available on the client property?

YesPE adds the required materials to the estimate and informs STL that the estimate is updated and material is on site.

NoPE checks warehouse stock.

Are materials available in the warehouse?

YesProduct automation notifies COOR once material is available for pickup or delivery, even on the same day.

NoPE orders materials from approved suppliers, then product automation notifies COOR once material is available.

COOR Availability

COOR is notified when material is available

Product automation notifies COOR once material is available for pickup or delivery. STL is informed that the estimate is updated and material is on site.

Review and rejection branch

STL Review request

STL requests C/ME review

When STL wants a review, STL requests C/ME to review and revise the estimate.

AUTO Notification

C/ME is notified to review

Product automation notifies C/ME to review the estimate.

C/ME Revision

C/ME reviews and revises the estimate

C/ME reviews and revises the estimate in Field Ops, then the estimate returns to STL preparation.

AUTO Rejected

SE is notified of estimate rejection

If the client rejects the estimate and states the reason, product automation notifies SE of the rejection.

SE Negotiation

SE attempts to negotiate

SE attempts to negotiate with the client after the estimate is rejected.

Does the client want a revised estimate?

YesSE requests C/ME to review and provide a revised estimate.

NoSE cancels the estimate and product automation notifies the client that the service callout has been cancelled.

Service Delivery handoff After client payment, the process continues to 2.4 - Service Delivery.

Material readiness handoff PE confirms or orders material, COOR is notified when it is available, and STL is informed when material is on site.

Rejected estimate outcome Rejected estimates go to SE negotiation. If no revised estimate is wanted, SE cancels and the client is notified.

Rendered source workflow 2.3 Service Estimate

Workflow 2.4

Service Delivery

A service team leader arrives on site after inspection and any estimate notification, completes the scheduled work when possible, or uses the rescheduling path when the work cannot be completed in the original slot.

Snippet ready for merge

3 Primary lanes

3 Decision points

1 Linked workflow

5 Core roles

Main service completion path

STL On site

STL is ready to deliver the service

The STL is on site, has completed inspection, and has received estimate notification when that applies.

Can the work be completed in the scheduled slot?

YesSTL remains on site, completes the work, and uploads service completion photos once the work is completed.

NoSTL requests service rescheduling from a certain date onward without charging an additional call-out.

STL Field Ops

STL completes the work and uploads photos

Using Field Ops, STL remains on site, completes the service work, and uploads service completion photos.

AUTO Completion notice

Client and COOR are notified

Product automation notifies the client and COOR that the work is completed and the required upload has been provided.

Is the work completed to a satisfactory level?

YesThe client confirms satisfactory completion and rates the service in the customer application.

NoThe process follows 4.1 - Client Complaints.

CLIENT Customer application

Client confirms and rates the service

The client states that the work is completed to a satisfactory level and rates the service in the customer application.

AUTO Closeout

Service request is closed

Product automation notifies SCM, SE, CAC, COOR, and the client that the service request is completed.

Reschedule and revisit branch

STL Field Ops

STL requests service rescheduling

Using Field Ops, STL requests service rescheduling from a certain date onward without adding another call-out charge.

AUTO Client notice

Client is asked to reschedule the team

Product automation notifies the client to reschedule the team. No callout is charged for material revisits.

Does the client want to reschedule?

YesThe client books a suitable date once all materials are available.

NoThe source shows the branch ending without a new booking step.

CLIENT Customer application

Client books the rescheduled completion slot

The client books a suitable date for completion in the customer application once all materials are available.

AUTO Booking rule

Booking date is restricted when needed

Product automation restricts bookings that are too soon so the selected date is suitable for completion.

AUTO Dispatch notice

Team and client receive the new booking

Product automation notifies the zone STL, COOR, C/ME, and client of the call-out booking and confirms the remaining call-outs.

STL Revisit

STL returns in the scheduled slot

STL arrives at the property as scheduled, then continues back into the service completion path.

Exception and complaint branch

CLIENT Unsatisfied

Unsatisfactory work moves to complaints

If the client does not consider the work completed to a satisfactory level, the process follows 4.1 - Client Complaints.

CLIENT No reschedule

No reschedule is requested

If the client does not want the service rescheduled, the source diagram does not show a further booking action in this workflow.

Complaint handoff If the client says the work is not completed to a satisfactory level, continue to 4.1 - Client Complaints.

Material revisit rule No callout is charged for material revisits after the STL requests rescheduling.

Closeout notification SCM, SE, CAC, COOR, and the client are notified when the service request is completed.

Rendered source workflow 2.4 Service Delivery

Workflow 2.5

Sales from Service

A service team leader identifies an upsell during a service callout inspection, initiates it as a new service callout, and triggers HR referral tracking for monthly review and approved payroll incentives.

Snippet ready for merge

2 Primary lanes

0 Decision points

1 Linked workflow

5 Core roles

Main service sales path

STL Field Ops

STL initiates an upsell service request

While inspecting the property during a service callout, STL initiates the upsell as a new service callout in Field Ops.

CLIENT Workflow exit

New request follows Service Callout

The new upsell request follows the procedure in 2.1 - Service Callout.

AUTO HR notice

HR is notified on the service job

Product automation notifies HR on the service job so the referral can be tracked.

HR referral and incentive follow-up

HRM Monthly report

HRM generates the referral report

HRM generates a monthly report on service referral jobs.

HRM Referral review

HRM reviews top referrals with FOM and SCM

HRM conducts a review with FOM and SCM on the highest referrals generated by CSR and STL.

HRM Payroll incentive

HRM includes approved incentives in payroll

HRM selects the service teams and customer service representatives with the highest referrals, then includes the approved incentive in payroll based on standard payroll processing procedures.

Workflow exit to Service Callout The upsell request becomes a new service callout and continues through 2.1 - Service Callout.

HR monthly referral report HRM generates the monthly service referral jobs report for review with FOM and SCM.

Payroll incentive follow-up Approved referral incentives are included in payroll through the standard payroll processing procedure.

Rendered source workflow 2.5 Sales from Service

Workflow 3.1

Project Survey

A project request is routed through CSR, booked by the client, assigned to the right engineering support, surveyed on site, then moved to project scope, service handling, resurvey, or cancellation based on the inspection outcome.

Snippet ready for merge

3 Primary lanes

9 Decision points

5 Workflow exits

8 Core roles

Main project survey path

CLIENT Start

Client request is routed to CSR

The client requests a project or is referred from Sales, Marketing, CSR, or Service. CSR coordinates with the client. If the client informs another staff member, that staff member should inform CSR.

Does the client have an account?

NoThe client creates an account in the customer application with name, email, and phone number.

YesThe client logs in and books a project survey request for a specific location and address, then uploads photos.

CLIENT Customer application

Client books the survey request

In the customer application, the client books a project survey for the specific location and address and uploads photos.

AUTO Internal notice

Internal team is notified

Product automation notifies COOR, SCM, SE, and the zone C/ME that the client has booked a scheduled survey slot and the assigned C/ME must attend.

COOR Tracker

Project tracker moves to Awaiting Survey

COOR updates the project tracker status to “Awaiting Survey.”

Is the client new?

YesSE attends the first survey scheduled for a new client, and COOR creates the property and survey folder.

NoThe process continues to C/ME and SE reassignment review.

Does the project need reassignment?

YesFollow the project reassignment procedure shown in the source diagram.

NoContinue to survey resource checks.

Is a service team required in the same survey slot?

YesC/ME asks COOR to schedule a service team during the property inspection.

NoContinue to QS requirement check.

Is a QS required in the same survey slot?

YesC/ME arranges QS scheduling on the same slot and product automation notifies QS to attend.

NoContinue to the property survey.

C/ME Field survey

C/ME conducts the survey

C/ME visits the property to conduct the survey and take photos and notes. COOR ensures C/ME attends the scheduled survey.

Will inspection need more than two hours or another party?

YesFollow the chargeable survey procedure.

NoContinue to the resurvey decision.

Is another survey required?

YesC/ME asks COOR to reschedule the survey and states the reason from a dropdown.

NoC/ME completes the inspection report with photos.

C/ME Report

C/ME completes the inspection report

Using Field Ops, C/ME completes the inspection and compiles an inspection report with the photos taken.

C/ME Documents

Survey documents are saved

C/ME saves all survey documents, including photos and repair reports, in the respective property survey folder.

Is the work a project?

YesFollow 3.3 - Project Scope.

NoC/ME asks COOR to deploy a service team, with the report shared and the service team briefed on the survey.

Setup and scheduling branches

CLIENT Account setup

Client creates an account when missing

If the client does not have an account, they create one in the customer application with basic details: name, email, and phone number.

C/ME Engineer type

Engineer type follows the work type

MEP works use an MEP engineer. Civil and carpentry works use a civil engineer.

COOR New client

New client survey gets SE support

COOR ensures SE attends the first survey scheduled for a new client and creates the property and survey folder.

C/ME Point system

Reassignment uses the project point system

Small projects count as 1 point, medium projects as 4 points, and large projects as 12 points. Engineers carry a maximum of 30 points and senior engineers a maximum of 50 points at a time; multiple engineers split points by scope share.

C/ME Service team

C/ME requests service team scheduling

Using Field Ops, C/ME asks COOR to schedule a service team during the property inspection. Product automation notifies COOR to send the service team in the same slot.

COOR Same slot

COOR aligns the service team slot

In the ops dashboard, COOR arranges survey and service team scheduling on the same slot at a time the client prefers.

AUTO Scheduling notices

Client receives scheduling notices

Product automation notifies the client of survey scheduling and service scheduling when the service team is scheduled in the same slot.

C/ME QS

QS is scheduled on the same slot

If QS is required, C/ME arranges QS scheduling on the same slot. Product automation notifies QS to attend the survey. The source notes that QS should always be available if required.

Resurvey, service transfer, and cancellation

C/ME Resurvey

C/ME requests a rescheduled survey

Using Field Ops, C/ME asks COOR to reschedule the survey and states the reason from a dropdown. Product automation notifies the client and COOR to reschedule the survey.

Does the client want another survey?

YesThe client books a suitable date to reschedule the survey for completion once the service team is available.

NoThe client cancels the survey and states the reason.

CLIENT Customer application

Client books the resurvey date

In the customer application, the client books a suitable date to reschedule the survey for completion once the service team is available.

CLIENT Cancel

Survey is cancelled when the client declines another survey

If the client does not want another survey, they cancel the survey in the customer application and state the reason. Product automation notifies the client that the survey request has been cancelled, and COOR updates the tracker to “Cancelled.”

C/ME Transfer

C/ME transfers non-project work to service

When the work is not a project, C/ME asks COOR to deploy a service team, ensuring the report is shared and the service team is briefed on the survey.

COOR Transferred

COOR transfers the work to service

COOR updates the project tracker to “Transferred to Service” and requests a service team to be sent to the property.

Project reassignment exit If the project needs to be reassigned to a different C/ME or SE, follow the project reassignment procedure shown in the source diagram.

Chargeable survey exit If inspection requires more than two hours or assistance from an additional party, continue to 3.2 - Chargeable Survey.

Project scope exit If the work is a project, continue to 3.3 - Project Scope.

Service callout dependency When the survey requires service team handling, the source links the service scheduling branch to 2.1 - Service Callout.

Cancellation follow-up When the client cancels instead of booking another survey, the cancellation reason is captured and COOR updates the tracker to “Cancelled.”

Rendered source workflow 3.1 Project Survey

Workflow 3.2

Chargeable Survey

A C/ME defines the survey or test requirement, prepares the chargeable survey quotation, waits for client payment, completes the survey when possible, uploads the report package, and routes the outcome to project scope, project survey, or service callout based on the source decision path.

Snippet ready for merge

3 Primary lanes

3 Decision points

3 Linked workflows

4 Core roles

Main chargeable survey path

C/ME Start

C/ME defines the survey need

C/ME determines what type of survey or tests are required.

C/ME Field Ops

C/ME prepares the survey quotation

Using Field Ops, C/ME prepares the survey estimate or quotation for the chargeable survey request.

AUTO Payment request

Client receives survey details and payment request

Product automation notifies the client of the survey request details and asks the client to make payment.

Is the payment approved?

YesThe client makes payment for the chargeable survey in the customer application.

NoThe client rejects payment and states the reason from the available options.

CLIENT Customer application

Client pays for the chargeable survey

The client makes payment for the chargeable survey in the customer application.

AUTO Payment notice

C/ME is notified of payment

Product automation notifies C/ME that payment has been made.

Can the survey be done in the same slot?

YesC/ME continues the site survey, takes photos, and prepares the report.

NoC/ME requests survey rescheduling without charging again because payment has already been received.

C/ME Survey

C/ME completes the site survey

C/ME continues the site survey, takes photos, and prepares the report.

COOR Tracker

Project Tracker moves to scope assessment

COOR updates the Project Tracker as "Scope Assessment".

C/ME Documents

C/ME saves the survey document package

C/ME saves all survey documents, including photos and repair reports, in the respective property survey folder in Dropbox.

C/ME Field Ops

C/ME uploads the report with recommendations

Using Field Ops, C/ME prepares and uploads a report with repair recommendations.

AUTO Report ready

Client and COOR are told the report is ready

Product automation notifies the client and COOR that the survey has been completed and the report is ready to review.

CLIENT Customer application

Client views and downloads the report

The client views and downloads the survey report in the customer application.

Are the works under Projects?

YesThe process continues to 3.3 - Project Scope.

NoC/ME requests COOR to deploy a service team, with the report shared and the service team briefed on the survey.

Payment rejection and cancellation branch

CLIENT Customer application

Client rejects the payment

The client rejects payment in the customer application and states the reason from the available options.

AUTO Cancellation

Survey request is cancelled

Product automation notifies the client that the survey request has been cancelled.

COOR Tracker

COOR marks the tracker cancelled

COOR updates the Project Tracker as "Cancelled".

Survey rescheduling branch

C/ME Field Ops

C/ME requests survey rescheduling

Using Field Ops, C/ME requests survey rescheduling without charging again because payment has already been received.

AUTO Reschedule notice

COOR is asked to reschedule

Product automation notifies COOR to reschedule the survey request.

COOR Ops dashboard

COOR arranges a suitable survey date

In the ops dashboard, COOR arranges rescheduling to a suitable date for completion that the client prefers.

AUTO Project scheduling

Client is notified of project scheduling

Product automation notifies the client of project scheduling before the process exits to Project Survey.

Service transfer branch

C/ME Field Ops

C/ME requests a service team

Using Field Ops, C/ME requests COOR to deploy a service team, ensuring the report is shared and the service team is briefed on the survey.

COOR Tracker

COOR transfers the tracker to service

COOR updates the Project Tracker as "Transferred to Service".

COOR Ops dashboard

COOR requests a service team

In the ops dashboard, COOR requests for a service team to be sent to the property.

AUTO Service scheduling

Client is notified of service scheduling

Product automation notifies the client of service scheduling before the process exits to Service Callout.

Cancellation exit If payment is rejected, the survey request is cancelled and the Project Tracker is updated as "Cancelled".

Project survey handoff If the chargeable survey cannot be done in the same slot, the rescheduling branch exits to 3.1 - Project Survey.

Project scope handoff If the works are under Projects, the process continues to 3.3 - Project Scope.

Service callout handoff If the works are not under Projects, COOR transfers the tracker to service and the process continues to 2.1 - Service Callout.

Rendered source workflow 3.2 Chargeable Survey

Workflow 3.3

Project Scope

After survey completion, C/ME compiles the scope, resolves drawing and sample requirements, confirms whether the work is a variation, and hands the accumulated documentation to QS for Domus/NG assignment or project cancellation.

Snippet ready

4 Primary lanes

9 Decision points

2 Workflow exits

8 Core roles

Main scope path

C/ME Start

C/ME begins compiling the scope

Upon survey completion, C/ME starts compiling the project scope.

Are drawings or renders required before estimation?

NoContinue to the sample requirement decision.

YesC/ME requests the client to pay consultant/designer fees before estimate preparation.

Does the project require samples?

NoC/ME studies all project documents and confirms they are saved in the Dropbox Property Survey folder.

YesC/ME requests required samples from PE and the sample approval branch begins.

C/ME Documents

C/ME studies the project documents

C/ME studies all project documents and ensures everything is saved in the Dropbox Property Survey folder.

Is the scope assessment for a variation?

NoC/ME requests QS to assess the scope and assign the project to either Domus or NG.

YesC/ME requests COOR to issue a new Project Variation Number.

C/ME QS request

C/ME asks QS to assess and assign

C/ME requests QS to assess the scope and assign the project to either Domus or NG.

AUTO Notification

QS is notified to assess the scope

Product automation notifies QS to assess the scope of work.

QS Assessment

QS assesses the scope of work

QS assesses the scope of work based on all accumulated documentation and reports.

Is this project suitable for Domus?

YesQS requests COOR to issue a new Domus project number.

NoQS checks whether the project is suitable for NG.

QS Domus number

QS requests a Domus project number

For a Domus-suitable project, QS requests COOR to issue a new Domus project number.

COOR Project number

COOR is notified of the project number request

Product automation notifies COOR that a new project number has been requested.

Sample approval branch

C/ME Samples

C/ME requests required samples from PE

C/ME requests the required samples from PE.

AUTO PE notice

PE is notified that samples are required

Product automation notifies PE that samples are required.

PE Collection

PE asks C/ME to collect samples

PE requests C/ME to collect the required samples for collection.

AUTO Ready

C/ME is notified that samples are ready

Product automation notifies C/ME that samples are ready to collect.

C/ME Client approval

C/ME presents samples to the client

C/ME collects the samples, confirms collection, and presents the samples to the client for approval.

CLIENT Approval

Client is notified that samples are ready

Product automation notifies the client that samples are ready for approval.

Are the samples approved?

YesThe client approves all samples and highlights items required for mockup approval.

NoThe client rejects all or some samples, and product automation notifies C/ME that samples are rejected.

CLIENT Approved

Client approves samples and mockup items

The client approves all samples and highlights the items required for mockup approval, whether delivered physically or as photos.

AUTO Mockups

C/ME and PE are told mockups are needed

Product automation notifies C/ME and PE that samples are approved and mockups need to be prepared.

Drawings and design-fee branch

C/ME Design fee

C/ME requests consultant or designer fees

C/ME asks the client to pay consultant/designer fee charges and to wait the stipulated design-completion timeframe before estimate preparation.

CLIENT Payment review

Client is asked to review and pay design fees

Product automation notifies the client to review and pay design fees in the customer application.

Is the consultant fee approved?

YesThe client pays the design fees, then C/ME, CAC, SE, and COOR are notified.

NoThe client is notified to upload the necessary drawings.

CLIENT Payment

Client pays the design fees

After payment, product automation notifies C/ME, CAC, SE, and COOR that payment has been made.

C/ME Drawings

C/ME obtains and saves drawings

C/ME emails the consultant/designer to send drawings once complete, then saves the drawings in the Dropbox Property Survey Folder.

CLIENT Upload

Client uploads required drawings if needed

If the consultant fee is not approved, product automation asks the client to upload the necessary drawings for estimation to proceed.

Are drawings provided by the client?

YesThe project can continue through the drawing-dependent path.

NoQS requests FOM to cancel the project.

NG, referral, and cancellation branch

Is this project suitable for NG?

YesQS requests COOR to issue a new NG project number.

NoQS checks whether the project can be referred externally.

QS NG number

QS requests an NG project number

For an NG-suitable project, QS requests COOR to issue a new NG project number.

Can the project be referred externally?

YesThe project follows 3.15 - Project Referral.

NoQS requests FOM to cancel the project.

Variation number branch

C/ME Variation

C/ME requests a Project Variation Number

For a variation, C/ME requests COOR to issue a new Project Variation Number.

Project Estimate handoff After the project or variation number request, COOR follows 3.4 - Project Estimate.

Project Referral handoff If the project can be referred externally, FOM follows 3.15 - Project Referral.

Project cancellation outcome QS requests FOM to cancel. Product automation notifies FOM, SCM, and COOR; FOM cancels with a reason, the client is notified, and COOR updates the Project Tracker as Cancelled.

Pricing methodology dependency Domus/NG should have a pricing and time methodology with set vendors and options so rates can be standardized.

Rendered source workflow 3.3 Project Scope

Workflow 3.4

Project Estimate

A new or revised project number moves into estimation preparation, C/ME estimate work, revenue and value checks, client approval, and either Project Advance, revision, cancellation, or reassignment follow-up.

Snippet ready for merge

4 Primary lanes

8 Decision points

3 Workflow exits

8 Core roles

Main estimate path

AUTO Trigger

Project number starts estimation

Product automation starts the estimate workflow when a new project number is issued or an existing project number is revised.

COOR Tracker

COOR marks estimation preparation

COOR updates the Project Tracker status to Estimation Preparation.

COOR Ops dashboard

COOR prepares or updates the estimate workspace

Using the ops dashboard, COOR prepares the new project estimate or modifies the existing one and gives C/ME access to upload the estimate.

AUTO Notification

C/ME, CAC, and SE are notified

Product automation notifies C/ME, CAC, and SE that the project estimate has been made or is being modified.

C/ME Estimate file

C/ME prepares the estimate package

C/ME prepares or modifies the project estimate using the Excel estimate template, creates the property project folder with the project number as the folder name, and copies all survey documents into it.

Is projected daily revenue less than AED 800/day?

YesC/ME attempts to rework project duration or request an increase in project value.

NoC/ME checks whether the project value is greater than AED 20,000.

Is project value greater than AED 20,000?

YesC/ME uploads the estimate for QS review and approval.

NoC/ME uploads the Excel estimate directly under the issued project number.

C/ME Ops dashboard

C/ME uploads the estimate under the project number

Using the ops dashboard, C/ME uploads the Excel estimate in the product under the issued project number.

AUTO Client review

Client and COOR receive the estimate

Product automation notifies the client and COOR that the estimate is ready for review and approval.

COOR Tracker

COOR marks the estimate sent

COOR updates the Project Tracker status to Estimate Sent.

Is the estimate approved?

YesThe workflow exits to 3.5 - Project Advance.

NoThe client rejects the estimate in the customer application and states the reason.

QS review branch

C/ME QS review

C/ME uploads estimate for QS review

Using the ops dashboard, C/ME uploads the estimate for QS review and approval.

AUTO Review notice

QS, CAC, SE, and COOR are notified

Product automation notifies QS, CAC, SE, and COOR that the estimate is uploaded for review.

QS Ops dashboard

QS reviews and uploads the revised estimate

Using the ops dashboard, QS reviews the estimate and uploads the revised Excel estimate.

AUTO Ready to send

C/ME and COOR are told the estimate is ready

Product automation notifies C/ME and COOR that the estimate is ready to send to the client.

COOR Tracker

COOR marks the reviewed estimate sent

COOR updates the Project Tracker status to Estimate Sent before the client review path continues.

Revenue rework and cancellation request

C/ME Revenue rework

C/ME reworks duration or value

C/ME attempts to rework the project duration or request an increase in project value.

Is projected daily revenue still less than AED 800/day?

YesC/ME requests FOM to cancel the project.

NoThe estimate returns to the project value gate.

C/ME Ops dashboard

C/ME requests project cancellation

Using the ops dashboard, C/ME requests FOM to cancel the project.

Client rejection and revision branch

CLIENT Customer application

Client rejects the estimate

The client rejects the estimate in the customer application and selects the reason why.

CLIENT Variation note

Variation rejection reverts to the prior approved estimate

In the case of a variation, estimate rejection reverts to the prior approved estimate.

AUTO Rejection notice

SE is notified of rejection

Product automation notifies SE that the estimate has been rejected.

SE Negotiation

SE attempts to negotiate with the client

SE attempts to negotiate with the client after the estimate rejection.

Does the client want a revised estimate in amount or duration?

YesSE requests C/ME to review and provide a revised estimate.

NoSE requests FOM to cancel the project.

SE Ops dashboard

SE requests a revised estimate

Using the ops dashboard, SE requests C/ME to review and provide a revised estimate.

AUTO Review loop

C/ME, SCM, and FOM are notified to review

Product automation notifies C/ME, SCM, and FOM to review the estimate before the process returns to C/ME preparation.

SE Cancellation request

SE requests project cancellation

If the client does not want a revised estimate, SE requests FOM to cancel the project in the ops dashboard.

FOM cancellation decision

AUTO Cancellation notice

FOM, SCM, and COOR receive the cancellation request

Product automation notifies FOM, SCM, and COOR of the project cancellation request.

Should the project be cancelled?

YesFOM cancels the project and states the reason why.

NoC/ME checks whether the project needs reassignment.

FOM Ops dashboard

FOM cancels the project with a reason

Using the ops dashboard, FOM cancels the project and selects the reason why.

Reassignment checks

Does the project need reassignment to a different C/ME?

YesThe workflow exits to 3.12 - Engineer Reassignment.

NoC/ME checks whether the project needs reassignment to a different SE.

Does the project need reassignment to a different SE?

YesThe workflow exits to 3.13 - Sales Reassignment.

NoThe source routes back to the project cancellation notification path.

Workflow exits and closeout

AUTO Cancellation closeout

Client is notified that the project is cancelled

Product automation notifies the client that the project has been cancelled.

COOR Tracker

COOR marks the project cancelled

COOR updates the Project Tracker status to Cancelled.

Project Advance handoff If the client approves the estimate, continue to 3.5 - Project Advance.

Engineer Reassignment handoff If the project needs reassignment to a different C/ME, continue to 3.12 - Engineer Reassignment.

Sales Reassignment handoff If the project needs reassignment to a different SE, continue to 3.13 - Sales Reassignment.

Project cancellation closeout When the cancellation path completes, the client is notified and COOR updates the Project Tracker to Cancelled.

Revised estimate loop When the client wants a revised amount or duration, SE requests C/ME review and the workflow returns to estimate preparation.

Rendered source workflow 3.4 Project Estimate

Workflow 3.5

Project Advance

After the client approves the estimate and terms, the project moves through advance invoice request, payment follow-up, payment confirmation, and either Project Coordination or the non-payment revision, cancellation, and reassignment paths.

Snippet ready for merge

4 Primary lanes

5 Decision points

4 Workflow exits

7 Core roles

Main advance payment path

CLIENT Approval

Client approves the estimate and terms

The client approves the estimate and terms and conditions in the customer application.

AUTO Approval notice

Approval is broadcast internally

Product automation notifies C/ME, CAC, SE, and COOR that the client has approved the estimate.

COOR Tracker

COOR marks awaiting advance payment

COOR updates the Project Tracker status to “Awaiting Advance Payment.”

C/ME Project folder

C/ME saves the approved estimate

C/ME saves the approved estimation in the Dropbox property project folder.

C/ME Ops dashboard

C/ME requests the initial payment invoice

Using the ops dashboard, C/ME requests CAC to issue the initial payment invoice to the client.

AUTO CAC notice

CAC is notified to prepare the payment request

Product automation notifies CAC to prepare the initial payment request.

CAC Payment request

CAC requests the initial payment

Using the ops dashboard, CAC requests initial payment from the client, including company bank details, invoice number, and payment terms.

AUTO Payment follow-up

Client and assigned SE are asked to arrange payment

Product automation notifies the client and assigned SE to arrange payment.

Does the client make payment?

YesThe client makes the project advance payment, and payment confirmation continues the project.

NoSE calls or emails the client to check payment status.

CLIENT Customer application

Client makes the project advance payment

The client makes the project advance payment through the customer application.

AUTO Payment made

Payment made notice is sent

Product automation notifies C/ME, CAC, SE, and COOR that payment has been made.

CAC Bank credit

CAC confirms payment credit

CAC ensures that the payment is credited to the company bank account from the client.

Non-payment, revision, and cancellation request

CLIENT Variation rule

Variation payment has a full-payment rule

For variations, advance payments are paid in full at 100% of the variation value. If variation payment is not processed within 3 days for small and medium projects or 14 days for large projects, the project continues based on the prior approved estimate.

SE Client follow-up

SE checks the payment status with the client

SE calls or emails the client to check the status of payment.

Does the client want a revised estimate, amount, or duration?

YesSE requests C/ME to review and provide a revised estimate.

NoSE requests FOM to cancel the project.

SE Revision request

SE requests a revised estimate

Using the ops dashboard, SE requests C/ME to review and provide a revised estimate.

AUTO Review notice

C/ME, SCM, FOM, and COOR are notified to review

Product automation notifies C/ME, SCM, FOM, and COOR to review the estimate.

C/ME Ops dashboard

C/ME reviews and revises the estimate

Using the ops dashboard, C/ME reviews the service estimate and revises it.

SE Cancellation request

SE requests project cancellation

Using the ops dashboard, SE requests FOM to cancel the project.

Cancellation and reassignment branch

AUTO Cancellation notice

FOM, SCM, and COOR receive the cancellation request

Product automation notifies FOM, SCM, and COOR of the project cancellation request.

Should the project be cancelled?

YesFOM cancels the project and states the reason.

NoC/ME checks whether the project should be reassigned to a different C/ME.

FOM Ops dashboard

FOM cancels the project

Using the ops dashboard, FOM cancels the project and states the reason why.

AUTO Client notice

Client is notified of cancellation

Product automation notifies the client that the project has been cancelled.

COOR Tracker

COOR marks the project cancelled

COOR updates the Project Tracker status to “Cancelled.”

Reassignment checks

Does the project need reassignment to a different C/ME?

YesThe workflow exits to 3.12 - Engineer Reassignment.

NoC/ME checks whether the project needs reassignment to a different SE.

Does the project need reassignment to a different SE?

YesThe workflow exits to 3.13 - Sales Reassignment.

NoThe source path returns to project cancellation notification and tracker cancellation.

Workflow exit to Project Coordination After CAC confirms the payment is credited to the company bank account, continue to 3.6 - Project Coordination.

Workflow exit to Project Estimate If the client wants a revised estimate, amount, or duration, the revised estimate path follows 3.4 - Project Estimate.

Workflow exit to Engineer Reassignment If the project needs reassignment to a different C/ME, continue to 3.12 - Engineer Reassignment.

Workflow exit to Sales Reassignment If the project needs reassignment to a different SE, continue to 3.13 - Sales Reassignment.

Cancellation follow-up When the project is cancelled, the client is notified and COOR updates the Project Tracker to “Cancelled.”

Rendered source workflow 3.5 Project Advance

Workflow 3.6

Project Coordination

Once advance payment is received, CAC requests the project requisition list, the tracker moves to advance received, and C/ME determines whether coordination, authority approval, revised estimate, or direct project requisition is next.

Snippet ready for merge

3 Primary lanes

5 Decision points

3 Workflow exits

7 Core roles

Main coordination path

CAC Advance received

CAC requests the project requisition list

Once advance payment is received, CAC uses the ops dashboard to request C/ME to prepare the Excel Project Requisition List.

AUTO Payment notice

Payment receipt is broadcast

Product automation notifies C/ME, the client, COOR, and SE that payment has been received.

COOR Tracker

COOR marks advance received

COOR updates the Project Tracker status to “Advance Received.”

Has the coordination meeting already occurred?

YesIn variation cases, the coordination meeting may already have occurred, so the source path moves toward project requisition.

NoC/ME checks whether the project is subject to authority approval.

Is the project subject to authority approval?

YesC/ME requests QS to attain authority approval.

NoC/ME checks whether the project is small, defined as less than a 7-day site.

Is the project small?

YesThe source exits to Project Requisition.

NoC/ME requests a project coordination meeting for medium and large projects and books a non-conflict slot.

Coordination meeting branch

C/ME Ops dashboard

C/ME books a coordination meeting

For medium and large projects only, C/ME uses the ops dashboard to request a Project Coordination Meeting and book a non-conflict slot.

AUTO Meeting notice

Project team is invited

Product automation notifies COOR, QS, PE, and the draftsman or designer to attend the Project Coordination Meeting.

C/ME Meeting

C/ME hosts the coordination meeting

C/ME hosts the meeting with COOR, QS, PE, and the draftsman or designer to discuss drawing clashes, time frame, and client priority.

Authority approval branch

C/ME Authority

C/ME requests authority approval support

Using Field Ops, C/ME requests QS to attain authority approval.

AUTO QS notice

QS is notified to obtain approval

Product automation notifies QS to attain authority approval.

Is a third party required for approval?

YesQS checks whether the third party has been engaged on the estimate.

NoQS applies for and attains authority approval.

Has the third party been engaged on the estimate?

YesQS applies for and attains authority approval.

NoQS requests C/ME to prepare a revised estimate with third-party fees included, then the source exits to Project Estimate.

QS Approval

QS obtains authority approval

QS applies for and attains the required authority approval.

QS Ops dashboard

QS uploads the approval

Using the ops dashboard, QS uploads the authority approval for C/ME to view.

AUTO Upload notice

C/ME is notified that approval is uploaded

Product automation notifies C/ME that the approval is uploaded.

C/ME Field Ops

C/ME downloads the approvals

Using Field Ops, C/ME views and downloads the necessary approvals.

C/ME Project file

C/ME saves the project requisition list

C/ME uploads and saves the Excel Project Requisition List in the property project folder.

Project Requisition exit Continue to 3.7 - Project Requisition when the coordination meeting already occurred, when the project is small, or after the coordination meeting is hosted.

Revised estimate exit If a required third party has not been engaged on the estimate, QS requests C/ME to prepare a revised estimate with third-party fees included, then continue to 3.4 - Project Estimate.

Authority approval follow-up After authority approval is uploaded, C/ME downloads the approvals and saves the Excel Project Requisition List in the property project folder.

Rendered source workflow 3.6 Project Coordination

Workflow 3.7

Project Requisition

After advance payment is received and the coordination meeting is completed where relevant, C/ME prepares the project requisition list, PE adds allocation and supplier payment details, CAC processes supplier or subcontractor payments, COOR assigns project technicians, and the start date path moves the project into delivery.

Snippet ready for merge

4 Primary lanes

3 Decision points

1 Workflow exit

5 Core roles

Main requisition path

C/ME Trigger

Advance and coordination trigger requisition

The requisition workflow starts once advance payment is received and the coordination meeting is completed where relevant.

C/ME Field Ops

C/ME prepares the project requisition list

Using Field Ops, C/ME prepares or updates and uploads the Excel Project Requisition List for material requisition and labor requisition.

AUTO Review notice

PE is notified that the list is ready

Product automation notifies PE that the Project Requisition List is ready to review.

PE Ops dashboard

PE adds allocation and payment details

Using the ops dashboard, PE prepares or updates and uploads the materials allocation and supplier payment details for the project.

AUTO Payment request

CAC is asked to process payment

Product automation notifies CAC to process the payment.

CAC Ops dashboard

CAC pays suppliers or subcontractors

Using the ops dashboard, CAC makes the necessary payments to suppliers or subcontractors.

AUTO Payment complete

PE is notified that payment is made

Product automation notifies PE that the project payment has been made.

PE Ops dashboard

PE adds material delivery duration

Using the ops dashboard, PE updates and uploads the Project Requisition List with material delivery duration.

AUTO Updated list

COOR and C/ME receive the updated list

Product automation notifies COOR and C/ME that the requisition list has been updated.

C/ME Field Ops

C/ME reviews the list and requests labor

Using Field Ops, C/ME reviews the Excel Project Requisition List and requests COOR for labor deployment.

AUTO COOR notice

COOR is notified of the updated list

Product automation notifies COOR that the requisition list has been updated.

COOR Ops dashboard

COOR assigns and books project technicians

Using the ops dashboard, COOR assigns and books project technicians as per the C/ME requirements and updates the Excel Project Requisition List for circulation.

AUTO Assignment notice

Technicians and C/ME receive assignment updates

Product automation notifies project technicians about their scheduled assignment and notifies C/ME that the requisition list has been updated.

Is a start date already approved?

YesThe source notes this can apply where the estimate is a variation and the start date may already be approved.

NoC/ME requests client approval for the project start date.

C/ME Field Ops

C/ME requests start date approval

Using Field Ops, C/ME requests the client to approve the project start date.

AUTO Client notice

Client receives the project start date

Product automation notifies the client of the project start date.

Does the client approve the start date?

YesC/ME and COOR are notified of the confirmed project start date.

NoC/ME requests a revised project start date.

AUTO Confirmed start

C/ME and COOR receive the confirmed start date

Product automation notifies C/ME and COOR of the confirmed project start date.

COOR Tracker

COOR marks work in progress

COOR updates the Project Tracker as "Work in Progress".

Is the project large?

YesC/ME prepares the project program alongside the planning engineer.

NoThe process continues to 3.8 - Project Delivery.

Requisition file saves and allocation notes

C/ME Document save

C/ME saves the initial requisition list

C/ME uploads and saves the Excel Project Requisition List in the Dropbox property project folder.

PE Document save

PE saves the updated requisition list

PE uploads and saves the Excel Project Requisition List in the Dropbox property project folder after adding project details.

COOR Document save

COOR saves the circulated requisition list

COOR uploads and saves the Excel Project Requisition List in the Dropbox property project folder after technician assignment updates.

COOR Allocation note

Daily project technician allocation is recorded

Project technicians should be assigned daily as per project requirements through a booking system, and daily allocation hours per project should be recorded.

C/ME Variation note

Variation estimates may already have approval

In cases where the estimate is a variation, the start date may already be approved.

Start date revision branch

CLIENT Customer application

C/ME requests a revised start date

Using the customer application, C/ME requests a revised project start date.

Revision loop The revised start date path loops back to C/ME review of the requisition list before labor deployment continues.

Large project program branch

C/ME Project program

C/ME prepares the project program

For a large project, over one month on site, C/ME prepares the project program alongside the planning engineer.

Program-to-delivery handoff After the project program is prepared, the process continues to 3.8 - Project Delivery.

Upstream dependency Project Requisition starts only after advance payment is received and the coordination meeting is completed where relevant.

Project Delivery handoff After start date confirmation, and after project program preparation when required, the workflow continues to 3.8 - Project Delivery.

Tracker follow-up COOR updates the Project Tracker as "Work in Progress" once the project start date is confirmed.

Document follow-up C/ME, PE, and COOR save their requisition list updates in the Dropbox property project folder.

Rendered source workflow 3.7 Project Requisition

Workflow 3.8

Project Delivery

Once the start date is approved, C/ME confirms site readiness, manages delivery progress, coordinates routine payment requests, and either continues to closure or moves through requisition, mockup, non-payment, finance-control, or delay branches.

Snippet ready

4 Primary lanes

8 Decision points

4 Workflow exits

7 Core roles

Main delivery path

C/ME Start

Start date is approved

The delivery workflow begins once the project start date is approved.

C/ME Site readiness

C/ME confirms materials are on site

C/ME arrives on site and ensures required materials are delivered at least one day before use.

Are missing materials preventing project start?

NoContinue to the mockup requirement check.

YesC/ME lists the missing materials from the Excel Project Requisition List and follows Project Requisition.

Are mockups requested during the sampling stage?

NoC/ME continues monitoring project delivery.

YesC/ME ensures delivery and approval of all required mockups before returning to project monitoring.

C/ME Delivery control

C/ME monitors project delivery

C/ME monitors the project against the approved schedule, inspects site work for quality and progress, liaises with clients on payment terms, and tracks costs with CA and QS support.

C/ME Progress invoices

C/ME requests progress invoices

C/ME requests CAC for routine issuance of progress payment invoices.

CAC Exposure check

CAC reviews payments and exposure

CAC reviews and processes all payments and ensures each project does not have more than 20% working capital exposure at any given time.

Does working capital exceed 25% on the project?

NoCAC requests routine client payment with bank details, invoice number, and payment terms.

YesCAC requests COOR to demobilize the site due to non-payment.

CAC Payment request

CAC requests routine client payment

CAC requests routine payment from the client, including company bank details, invoice number, and payment terms.

AUTO Payment notice

Client and SE are asked to arrange payment

Product automation notifies the client and assigned SE to arrange payment.

Does the client make payment?

YesThe client makes the project progress payment.

NoCAC suspends the project and requests FOM assistance with payment collection.

CLIENT Payment

Client pays the project progress payment

The client makes the project progress payment in the customer application.

AUTO Paid

Delivery team is notified of payment

Product automation notifies C/ME, CAC, SE, and COOR that payment has been made.

Does working capital exceed 20% on the project?

NoC/ME checks whether the project is completing within the approved duration.

YesThe finance-control branch applies the additional 5% labor working capital limit and supplier-payment restriction.

Is the project completing as per the approved duration?

YesFollow 3.11 - Project Closure.

NoFollow 3.10 - Project Delay.

Mockup approval branch

C/ME Mockups

C/ME presents required mockups

C/ME ensures delivery and approval of all required mockups and presents them to the client for approval.

AUTO Client review

Client is notified that mockups are ready

Product automation notifies the client that the mockups are ready for approval.

Are the mockups approved?

YesThe client approves all provided mockups and C/ME is notified.

NoThe client rejects all or some mockups, and C/ME lists rejected mockups for requisition.

CLIENT Approved

Client approves the mockups

The client approves all provided mockups, whether delivered physically or as photos.

AUTO Approved notice

C/ME is notified that mockups are approved

Product automation notifies C/ME that the mockups are approved.

C/ME Rejected

C/ME handles rejected mockups

If the client rejects all or some mockups, product automation notifies C/ME. C/ME lists the rejected mockups and orders the required items from the Excel Project Requisition List.

Demobilization and suspension branch

CAC Demobilize

CAC requests site demobilization

CAC requests COOR to demobilize the site due to non-payment.

COOR On hold

COOR marks the project on hold

COOR updates the Project Tracker status to On hold.

COOR Resources

COOR reassigns technicians

COOR reassigns project technicians to other sites.

COOR Project folder

COOR updates the project requisition list

COOR updates and saves the Excel Project Requisition List in the Dropbox Property Project Folder.

COOR Suspended

COOR marks the project suspended

COOR updates the Project Tracker status to Suspended.

AUTO Demobilized

Delivery team is notified of demobilization

Product automation notifies COOR, C/ME, CAC, and SE of demobilization.

CAC Follow-up

CAC sends payment follow-up

CAC sends the client a payment collection follow-up email, copying all relevant parties.

FOM Legal follow-up

FOM follows up with legal

FOM sends email to the legal team to follow up on payment collection, copying all relevant parties.

AUTO Suspension notice

Stakeholders are notified of suspension

Product automation notifies FOM, C/ME, CAC, SE, and COOR that the project has been suspended.

Does the client make payment?

YesReturn to the progress payment path.

NoThe project remains suspended under the follow-up path.

Payment refusal branch

CAC Suspension

CAC suspends the project

If the client does not make payment, CAC suspends the project and requests FOM to assist in payment collection.

Working-capital control branch

CAC 20% exposure

Additional 5% labor limit is allowed

If working capital exceeds 20%, the source allows an additional 5% labor working capital limit.

CAC Supplier payments

Supplier payments are stopped

No further supplier payments are issued for the project.

Project Requisition handoff If missing materials prevent project start, C/ME lists missing materials from the Excel Project Requisition List and follows 3.7 - Project Requisition.

Project Delay handoff If the project is not completing within the approved duration, C/ME follows 3.10 - Project Delay.

Project Closure handoff If the project is completing within the approved duration, C/ME follows 3.11 - Project Closure.

Suspended project follow-up When payment is not received, the project is suspended, relevant stakeholders are notified, and payment collection follow-up continues with CAC, FOM, and legal as shown in the source.

Approved duration dependency Project duration is approved alongside estimate and quotation approval by the client.

Rendered source workflow 3.8 Project Delivery

Workflow 3.9

Project Variation

A client-requested scope change is treated as a project variation, C/ME is notified of the revised scope, and the work continues into Project Scope while variation limits and documentation triggers are kept visible.

Snippet ready for merge

2 Primary lanes

0 Decision points

3 Handoffs

2 Core roles

Main variation path

CLIENT Customer application

Client requests changes in project scope

The client requests changes in the project scope through the customer application.

AUTO Revised scope

C/ME is notified of revised scope

Product automation notifies C/ME of the revised scope.

C/ME Workflow exit

Variation follows Project Scope

The variation continues through the procedure in 3.3 - Project Scope.

Variation rules and documentation triggers

C/ME Boundary

Variation must stay within 20%

A variation must not exceed 20% of the existing project estimate and scope. If it does, the source states it should be considered a new project.

C/ME Scope type

Variation can add, omit, or cancel scope

A variation can be for addition, omission, or cancellation of scope of works in the project.

C/ME Documentation

Reassignment can create a documentation variation

C/ME or SE reassignment results in a variation from a documentation standpoint.

C/ME Snag list

Snag lists may trigger variation

Snag lists may trigger variations if they are not part of the original scope.

Project Scope handoff After C/ME is notified of the revised scope, the process continues to 3.3 - Project Scope.

New project boundary If the variation exceeds 20% of the existing project estimate and scope, the source states it should be considered a new project.

Variation documentation follow-up C/ME or SE reassignment and out-of-scope snag lists may require variation documentation.

Rendered source workflow 3.9 Project Variation

Workflow 3.10

Project Delay

When a project is expected to miss the approved duration, C/ME reports the delay and requests an extension, the delay is notified internally, COOR updates the Project Tracker, and the added duration is handled through Project Estimate.

Snippet ready for merge

2 Primary lanes

0 Decision points

1 Workflow exit

5 Core roles

Main delay path

C/ME Trigger

Project is expected to miss the approved duration

C/ME identifies that the project is expected not to complete within the approved duration.

C/ME Field Ops

C/ME reports the delay reason and requests more duration

Using Field Ops, C/ME reports the reason for delay and requests an extension of the project duration.

AUTO Delay notice

FOM, SCM, and SE are notified of the delay

Product automation notifies FOM, SCM, and SE that the project delay has been reported.

COOR Tracker

COOR marks the project delayed

COOR updates the Project Tracker status to Delayed.

Additional duration follow-up

C/ME Revised estimate

C/ME prepares a revised estimate for the added duration

C/ME prepares a revised estimate for approval with the additional project duration.

Project Estimate handoff For approval of the additional duration, continue to 3.4 - Project Estimate.

Rendered source workflow 3.10 Project Delay

Workflow 3.11

Project Closure

A completed project moves through site photo capture, material disposal checks, authority approval closure, completion certificate approval, final payment collection, and handover or follow-up workflows.

Snippet ready for merge

5 Decision points

3 Workflow exits

9 Core roles

1 Payment loop

Main closure path

C/ME Trigger

Project reaches approved completion

The closure workflow starts when the project is completed as per the approved duration.

C/ME Site photos

C/ME captures completed project photos

C/ME visits the project site, takes photographs of the completed project, and uploads them to the Dropbox Project Folder.

Is there any material or wastage on site?

YesThe workflow exits to 3.14 - Material Disposal.

NoC/ME continues with authority approval inspection closure.

C/ME Authority approvals

C/ME closes authority approval inspections

C/ME ensures that all authority approval inspections are complete and closed on the required portals.

C/ME Ops dashboard

C/ME prepares the Completion Certificate package

Using the ops dashboard, C/ME prepares the Completion Certificate with the client signed or approved quotation, uploads all completed photos, and requests client approval.

AUTO Completion notice

Project completion notice is sent

Product automation notifies CAC, COOR, SCM, SE, FOM, PE, and QS that the project is complete.

COOR Tracker

COOR marks Certificate Issued

COOR updates the Project Tracker status to Certificate Issued.

CAC Payment check

CAC confirms all non-final payments

CAC ensures that all payments related to the project are completed, except for the final payment.

CAC Ops dashboard

CAC requests Completion Certificate approval

Using the ops dashboard, CAC requests the client to approve the Completion Certificate.

AUTO Client approval

Client is notified to approve the certificate

Product automation notifies the client that the Completion Certificate is ready for approval.

Is the Completion Certificate approved?

YesThe client approves the Completion Certificate and rates the project.

NoThe client rejects the Completion Certificate and states the reason through a snag list.

CLIENT Customer application

Client approves and rates the project

In the customer application, the client approves the Completion Certificate and rates the project.

AUTO Signed certificate

Signed certificate notice is sent

Product automation notifies CAC, COOR, SCM, SE, FOM, PE, and QS that the Completion Certificate is signed.

COOR Tracker

COOR marks Awaiting Final Payment

COOR updates the Project Tracker status to Awaiting Final Payment.

CLIENT Customer application

Client makes the final project payment

In the customer application, the client makes the final project payment.

C/ME Project folder

C/ME saves the approved certificate

C/ME saves the approved Completion Certificate in the Dropbox Property Project Folder.

Is final payment received or credited into the company bank account?

YesCAC confirms the payment is credited and requests project closure.

NoCAC starts the payment collection follow-up path.

CAC Ops dashboard

CAC confirms payment and requests closure

Using the ops dashboard, CAC ensures the payment is credited to the company bank account from the client and requests to close the project.

AUTO Final payment

Final payment notice is sent

Product automation notifies CAC, COOR, SCM, SE, FOM, PE, and QS that final payment is made.

C/ME Ops dashboard

C/ME uploads handover and DLP documents

Using the ops dashboard, C/ME uploads all handover and DLP related documents for the client.

AUTO Handover notice

Client receives handover and DLP notice

Product automation notifies the client of the handover and DLP documents.

Completion Certificate rejection and snags

CLIENT Customer application

Client rejects the Completion Certificate

In the customer application, the client rejects the Completion Certificate and states the reason through a snag list.

Does the client want the snags rectified?

YesC/ME is notified of the rejection and snags to rectify.

NoThe workflow exits to 4.1 - Client Complaints.

AUTO Snag notice

C/ME is notified of rejection and snags

Product automation notifies C/ME of the Completion Certificate rejection and the snags to rectify.

C/ME Ops dashboard

C/ME reviews and addresses the snag list

Using the ops dashboard, C/ME reviews the client snag list and addresses all concerns.

Payment collection follow-up

CAC Email follow-up

CAC follows up for payment collection

CAC sends the client a payment collection follow-up email and copies all relevant parties.

Has final payment been made?

YesThe workflow returns to CAC payment credit confirmation.

NoCAC requests FOM assistance with payment collection.

CAC Ops dashboard

CAC requests FOM assistance

Using the ops dashboard, CAC requests FOM to assist in payment collection.

AUTO Still awaiting payment

Awaiting payment notice is sent

Product automation notifies FOM, C/ME, CAC, SE, and COOR that the project is still awaiting final payment.

FOM Legal follow-up

FOM asks legal to follow up

FOM sends an email to the legal team to follow up on payment collection and copies all relevant parties.

Workflow exits and follow-ups

Material Disposal handoff If material or wastage remains on site, continue to 3.14 - Material Disposal.

Project Delivery handoff When the client wants snags rectified, C/ME reviews and addresses the snag list, then continue to 3.8 - Project Delivery.

Client Complaints handoff If the client does not want the snags rectified, continue to 4.1 - Client Complaints.

Handover and DLP follow-up After final payment is confirmed, C/ME uploads handover and DLP documents and the client is notified.

Payment collection follow-up If payment is still not made, FOM asks the legal team to follow up on payment collection with all relevant parties copied.

Rendered source workflow 3.11 Project Closure

Workflow 3.12

Engineer Reassignment

A C/ME requests project reassignment with justification, FOM approves or rejects the request, COOR updates project details and related bookings, and the reassigned project returns to Project Scope.

Snippet ready for merge

3 Primary lanes

1 Decision point

2 Handoffs

3 Core roles

Main reassignment path

C/ME Field Ops

C/ME requests project reassignment

Using Field Ops, C/ME initiates a project reassignment request and includes the justifications.

AUTO Request notice

FOM receives the reassignment request

Product automation notifies FOM that a project reassignment request has been submitted.

Is the reassignment request approved?

YesFOM approves the request and ensures a smooth handover to the newly assigned C/ME.

NoFOM rejects the reassignment request if reassignment is not necessary.

FOM Ops dashboard

FOM approves and prepares the handover

Using the ops dashboard, FOM approves the request, confirms the right C/ME for the project size, and ensures a smooth handover to the newly assigned C/ME.

AUTO COOR notice

COOR is asked to conduct reassignment

Product automation notifies COOR to conduct the reassignment.

COOR Ops dashboard

COOR updates project details and bookings

Using the ops dashboard, COOR updates the project details and reschedules any bookings related to the reassigned C/ME.

AUTO Reassignment notice

New and previous C/ME are notified

Product automation notifies the newly assigned C/ME and previous C/ME of the reassignment.

FOM rejection branch

FOM Ops dashboard

FOM rejects the reassignment request

Using the ops dashboard, FOM rejects the request for reassignment if reassignment is not necessary.

AUTO Rejection notice

C/ME is notified of rejection

Product automation notifies C/ME that FOM rejected the reassignment request.

Assignment point system

FOM Assignment rule

FOM references the project point system

Any reassignment should reference the project point system: small projects, maximum 7 day site, equal 1 point; medium projects, maximum 30 day site, equal 4 points; large projects, above 30 day site, equal 12 points.

Junior Engineer capacity is a maximum of 20 points at a time; Engineer capacity is a maximum of 30 points at a time; Senior Engineer capacity is a maximum of 50 points at a time.

If multiple engineers are involved, FOM distributes points as per scope share.

Project Scope handoff After the new and previous C/ME are notified of reassignment, continue to 3.3 - Project Scope.

Rejection follow-up If FOM rejects the request, C/ME is notified that reassignment was rejected.

Rendered source workflow 3.12 Engineer Reassignment

Workflow 3.13

Sales Reassignment

SE requests a project reassignment with justification, SCM approves or rejects it, and an approved reassignment is handed over to COOR for project updates before the work continues through Project Scope.

Snippet ready for merge

2 Primary lanes

1 Decision point

2 Handoffs

4 Core roles

Main reassignment path

SE Ops dashboard

SE requests project reassignment

SE initiates a request for project reassignment with the required justifications.

AUTO Notification

SCM is notified of the reassignment request

Product automation notifies SCM that a reassignment request is ready for review.

Is the reassignment request approved?

YesSCM approves the request and ensures a smooth handover to the newly assigned SE.

NoSCM rejects the request if reassignment is not necessary, and SE is notified of the rejection.

SCM Approval

SCM approves and manages handover

SCM approves the request and ensures a smooth handover of the project to the newly assigned SE.

SCM If needed

SCM contacts the client if needed

SCM reaches out to the client if needed during the approved reassignment.

AUTO COOR handoff

COOR is asked to conduct reassignment

Product automation notifies COOR to conduct the reassignment.

COOR Ops dashboard

COOR updates project details and bookings

COOR updates the project details and reschedules any bookings related to the reassigned SE.

AUTO Reassignment notice

New SE, previous SE, and C/ME are notified

Product automation notifies the new SE, previous SE, and current C/ME of the reassignment.

C/ME Workflow exit

Continue through Project Scope

The reassigned project continues through the procedure in 3.3 - Project Scope.

SCM rejection branch

SCM Rejection

SCM rejects if reassignment is not necessary

SCM rejects the request if reassignment is not necessary.

AUTO Rejection notice

SE is notified of SCM rejection

Product automation notifies SE that SCM rejected the reassignment request.

Project Scope handoff After COOR updates the project and product automation notifies the affected roles, the process continues to 3.3 - Project Scope.

SCM rejection follow-up If SCM rejects the reassignment request, SE is notified of the rejection.

Rendered source workflow 3.13 Sales Reassignment

Workflow 3.14

Material Disposal

When scrap materials are identified during an ongoing or completed project, C/ME requests removal, PE gathers supplier quotations, FOM approves the selected quote, CAC handles payment or collection, and C/ME confirms the correct materials are removed before Project Closure.

Snippet ready for merge

3 Primary lanes

1 Decision point

2 Follow-ups

7 Core roles

Main disposal path

C/ME Trigger

Scrap materials are identified

C/ME identifies scrap materials during an ongoing or completed project.

C/ME Field Ops

C/ME requests salvageable material removal

C/ME requests removal of salvageable material and uploads photos of the items in Field Ops.

AUTO Removal notice

PE, COOR, FOM, and CAC are notified

Product automation notifies PE, COOR, FOM, and CAC for material removal.

PE Supplier list

PE requests approved suppliers against the project number

In the ops dashboard, PE requests from the company approved supplier list against the project number.

PE Supplier quotes

PE asks approved suppliers for quotations

PE emails the approved suppliers to request quotations for collection and disposal of the specified scrap materials, copying CAC and FOM.

VEN Quotations

Vendors send quotations to procurement

Vendors receive the inquiry and send email quotations to procurement.

PE Quote selection

PE uploads all quotations and selects the most cost effective

In the ops dashboard, PE receives and uploads all quotations and selects the most cost effective quotation.

AUTO Quote notice

FOM and CAC are notified that quotes are uploaded

Product automation notifies FOM and CAC that the supplier quotes have been uploaded.

FOM Quote review

FOM reviews the selected quotation

In the ops dashboard, FOM reviews and either approves or rejects the selected quotation.

Decision

Is the supplier quotation approved?

If approved, CAC is notified and the payment or collection step continues. If rejected, CAC is notified and the quote request loops back to PE.

AUTO Approved quote

CAC is notified that the quote is approved

Product automation notifies CAC that the supplier quote has been approved.

CAC Payment or collection

CAC handles supplier payment or collection

In the ops dashboard, CAC makes the necessary payments or collections from the suppliers.

AUTO Payment notice

C/ME is notified that payment has been made

Product automation notifies C/ME that payment has been made.

C/ME Site check

C/ME confirms correct materials are removed

C/ME ensures that all correct materials are removed from the site before project completion.

Rejected quotation branch

AUTO Rejected quote

CAC is notified that the quote is rejected

Product automation notifies CAC that the supplier quote has been rejected.

Payment exception

CAC Exception

Supplier may pay when material can be resold

There are cases where the supplier pays because they can resell the material elsewhere.

Project Closure handoff After C/ME confirms the correct materials are removed, continue to 3.11 - Project Closure.

Rejected quote follow-up If FOM rejects the selected quotation, CAC is notified and PE returns to the supplier quotation request step.

Rendered source workflow 3.14 Material Disposal

Workflow 3.15

Project Referral

When FOM identifies during project scoping that the project is outside Domus or NG scope, FOM requests external referral, SCM obtains and selects supplier quotations, the selected company works with the client, CAC collects the referral fee, and COOR updates the Project Tracker as Referred.

Snippet ready for merge

2 Primary lanes

0 Decision points

3 Handoffs

6 Core roles

Main referral path

FOM Trigger

FOM identifies the project is out of scope

During the project scoping stage, FOM identifies that the project is outside the scope of Domus or NG.

FOM Ops dashboard

FOM uploads the referral report

FOM prepares and uploads a brief report explaining why the project is out of scope, including supporting details if required, and requests SCM to refer the project externally.

AUTO Referral notice

SCM is notified of the referral

Product automation notifies SCM that the project has been referred for external handling.

SCM Ops dashboard

SCM requests quotations from the approved Referral List

SCM sends the full project scope, asks for at least three quotations, and notes that a minimum 4% referral charge, or the agreement-specified charge, must be collected for Domus/NG.

SCM External email

SCM emails the approved companies

SCM emails the approved companies to request quotations that can be shared with the customer and used for project handover.

VEN Quotation

Vendors send quotations to SCM

Vendors receive the inquiry and send SCM their quotations by email.

SCM Ops dashboard

SCM selects the supplier and referral

SCM receives and uploads all quotations, then selects the best supplier and most lucrative referral.

SCM External email

SCM connects the selected company with the client

SCM emails the selected company and connects them directly with the client.

VEN Client approval

Selected vendor confirms client approval

The selected vendor attains client approval and informs SCM that the referral was successful.

SCM Ops dashboard

SCM requests referral fee collection

SCM receives and uploads the client-approved quotation, then requests CAC to collect the referral fees.

AUTO Fee notice

CAC is notified that referral fees are ready

Product automation notifies CAC that the referral fees are ready for collection.

CAC Fee collection

CAC collects referral fees

CAC collects the referral fees from the suppliers after customer approval.

AUTO Collected notice

COOR, SCM, and FOM are notified fees are collected

Product automation notifies COOR, SCM, and FOM that the referral fees have been collected.

COOR Tracker

COOR marks the project referred

COOR updates the Project Tracker status to Referred.

Referral fee exception

SCM Cash exception

SCM may occasionally collect a small referral charge in cash

The source notes that a referral charge can occasionally be collected in cash by SCM and not transferred to the Domus/NG bank account, but the value should be small.

External company dependency Approved companies must return quotations, and the selected company must work directly with the client for successful referral.

Referral fee collection follow-up After customer approval, CAC collects the referral fees from the suppliers.

Project Tracker closeout The workflow closes when COOR updates the Project Tracker status to Referred.

Rendered source workflow 3.15 Project Referral

Workflow 4.1

Client Complaints

When a client raises a complaint, product automation notifies the assigned C/ME, SCM, and FOM. C/ME investigates, either requests a survey or prepares the complaint report, and unresolved complaints move to SCM support and, if still unresolved, cancellation and refund handling.

Snippet ready for merge

3 Primary lanes

3 Decision points

2 Workflow exits

6 Core roles

Main complaint resolution path

CLIENT Customer application

Client raises the complaint

The client raises a complaint due to poor performance or experience and uploads relevant photos.

AUTO Complaint notice

C/ME, SCM, and FOM are notified

Product automation notifies the assigned C/ME, SCM, and FOM of the complaint.

Complaint information should include the client name, location, and complaint date.

C/ME Field Ops

C/ME investigates the complaint

C/ME investigates the uploaded photos, the complaint, and the associated project or service, including calls and communication with STL and foremen.

C/ME Decision

Is a site survey or additional scope required?

If yes, C/ME requests a site survey and adds the required scope as a variation. If no, C/ME prepares the complaint investigation report.

C/ME Report

C/ME prepares the investigation report

C/ME prepares and uploads a complaint investigation report suggesting corrective action.

AUTO Resolution notice

Client, SCM, and FOM receive the report and resolution

Product automation notifies the client, SCM, and FOM of the complaint report and resolution.

CLIENT Decision

Does the client confirm the complaint is resolved?

If yes, the client states the complaint as resolved. If no, the client states it as unresolved and may upload photos if necessary.

CLIENT Customer application

Client marks the complaint resolved

The client states the complaint as resolved in the customer application.

AUTO Closure notice

SCM is notified that the issue is resolved

Product automation notifies SCM confirming the issue is resolved.

Survey or added scope branch

C/ME Field Ops

C/ME requests survey and variation scope

C/ME requests a site survey and adds the required scope as a variation.

AUTO Survey notice

Client is notified of the survey request

Product automation notifies the client of the survey request.

Unresolved complaint support and refund branch

CLIENT Customer application

Client marks the complaint unresolved

The client states the complaint as unresolved and uploads photos if necessary.

AUTO Support notice

SCM and FOM are asked for support or advice

Product automation notifies SCM and FOM requesting support or advice.

SCM Ops dashboard

SCM investigates the unresolved complaint

SCM investigates the uploaded report, photos, and associated project or service, including calls and communication with C/ME, STL, and foremen.

SCM Client call

SCM calls the client and advises next steps

SCM calls the client at an appropriate time, takes note of the issues raised, and advises the best way forward if possible.

SCM Decision

Is the complaint resolved after SCM support?

If yes, the flow returns to the resolved complaint confirmation. If no, the client requests cancellation and refund.

CLIENT Customer application

Client requests cancellation and refund

The client requests to cancel the works and request a refund.

AUTO Refund notice

SCM and FOM are notified of the refund request

Product automation notifies SCM and FOM of the refund request.

SCM Ops dashboard

SCM states the refund amount

SCM states the refund amount based on incomplete works and requests CAC to process the refund to the client.

AUTO CAC notice

CAC is notified to issue the refund

Product automation notifies CAC to issue the refund.

CAC Ops dashboard

CAC issues the approved refund

CAC issues the client refund based on the approved amount.

AUTO Cancellation notice

Stakeholders are notified that works are cancelled and refunded

Product automation notifies the client, COOR, SCM, FOM, and C/ME that works have been cancelled and fully refunded.

COOR Tracker

COOR marks the project cancelled

COOR updates the Project Tracker status to Cancelled.

Project Survey handoff If a site survey is required, continue to 3.1 - Project Survey after the client is notified of the survey request.

Resolved complaint exit The complaint exits once SCM is notified that the issue is resolved.

Cancellation and refund exit The cancellation/refund path exits after CAC issues the approved refund and COOR marks the Project Tracker Cancelled.

Rendered source workflow 4.1 Client Complaints

Workflow 5.1

Prequalification List

PE receives an internal or external onboarding request, vets the contracting company, collects the PQQ and documents, requests FOM review, and either adds the vendor to the approved prequalification list or follows up on rejection requirements.

Snippet ready for merge

2 Primary lanes

1 Decision point

3 Follow-ups

7 Core roles

Main approval path

PE Intake

PE receives a prequalification request

PE receives an internal or external request to onboard contractors, suppliers, or vendors to the approved prequalification list.

PE Vetting

PE completes ethical vetting

PE conducts ethical vetting and a background check of the new contracting company.

PE Document request

PE requests company documents and PQQ completion

PE emails the interested company representative requesting company documents and attaches the PQQ for all relevant information.

The email copies FOM, QS, SC/MEP, SCM, and HRM. Requested documents include trade license, authorized signatory passport, Emirates ID, and authorized signatory visa page.

VENDOR PQQ response

Vendor shares the requested details

The vendor shares the requested details and completed PQQ with Procurement.

PE Ops dashboard

PE uploads documents and requests review

Using the ops dashboard, PE uploads the shared company documents and requests vendor onboarding review and approval.

AUTO FOM review

FOM receives the onboarding request

Product automation notifies FOM that vendor onboarding review is requested.

Does FOM approve the PQQ?

YesFOM classifies and saves the vendor details by project size and tendering capacity.

NoFOM rejects the vendor with the reason, and PE follows up with the representative.

FOM Ops dashboard

FOM classifies and saves the vendor

Using the ops dashboard, FOM classifies and saves the vendor details depending on project size and capacity to tender for certain works.

Work-size categories are service callouts, small projects up to 7 site days, medium projects up to 30 site days, and large projects above 30 site days.

AUTO Approval notice

PE is notified of vendor approval

Product automation notifies PE that the vendor has been approved.

PE Approval email

PE informs the representative of approval

PE emails the company representative informing them of the approval and copies all relevant parties.

PE Document archive

PE archives the selected company documents

PE uploads all relevant documents for the selected contracting company in Dropbox.

Rejection and further-details path

FOM Ops dashboard

FOM rejects the vendor with a reason

Using the ops dashboard, FOM rejects the vendor and states the reason.

AUTO Rejection notice

PE is notified of vendor rejection

Product automation notifies PE that the vendor has been rejected.

PE Follow-up email

PE requests further details or required standards

PE emails the representative requesting further details or explaining the higher standard the firm must reach as informed by FOM, with all relevant parties copied.

Approved prequalification list updated The approved vendor is classified by work size, saved for tendering capacity, and archived with supporting documents.

Rejected vendor follow-up PE follows up with the representative on further details or the higher standard the firm must reach.

Document archive dependency Selected contracting company documents are uploaded in Dropbox after approval notification.

Rendered source workflow 5.1 Prequalification List

Product language

Automation terms are normalized

The source documents use a legacy label for automated activity. In this site, the wording changes based on the user and context: Field Ops for mobile field users, customer application for customers, and ops dashboard for office-facing work.

Translation layer active

Technicians and team leaders

Field Ops

Use this label for work happening with mobile teams in the field, including updates, task progress, and service delivery actions.

On the move

Customers

Customer application

Use this label for customer-facing status, payments, approvals, and notifications reflected externally.

External view

Office teams

Ops dashboard

Use this label for internal staff workflows, coordination, tracker updates, finance operations, review, and admin actions.

Internal view

Source page 02

Legend and role glossary

The visual legend is translated into reusable HTML components. These same badges and symbols will appear inside each workflow once we convert the detailed SOP pages.

Interactive legend

Parties

Icon descriptions

Project tracker

Status vocabulary

These are the project tracker states from the legend. Later workflow steps can reference these statuses directly instead of repeating the full list.

16 statuses

Workflow build queue

Detailed SOP sections

Every workflow item below is now linked to a converted interactive process map grounded in the rendered source PDFs.

0 waiting

Traceability

Source previews

These preview images come from the supplied PDFs, so the HTML build stays grounded in the original table of contents, legend, and workflow diagram.

26 PDFs

Domus workflow hub for field, customer, and office operations.

Table of contents

New Annual Maintenance Contract

Coordinator supports the AMC survey

Property condition details are captured

Work needed before AMC?

Does prior work require a project?

Client requests a new AMC

Is the client new?

Internal team is alerted

C/ME conducts the inspection on site

Does the report show work is needed before AMC?

SCM reviews the AMC request

Is the AMC request approved?

Does the client approve the proposal?

Payment and contract are completed

Client schedules planned maintenance visits

COOR finalizes the maintenance schedule

SCM is asked to assign SE

Assigned SE contacts the client

SE revises rejected AMC request

SE negotiates after client rejection

SE cancels when no revision is wanted

Renewal Annual Maintenance Contract

Renewal reminders are sent before expiry

Does the client renew on their own?

Client requests AMC renewal

Client is asked to review the AMC

Does the client approve the AMC proposal?

Client pays for the renewed AMC

Approval and payment are confirmed

CAC confirms payment credit

COOR archives the approved AMC

Client schedules planned maintenance visits

PPMP team is notified

COOR ensures PPMP visits happen

COOR uploads the approved PPMP schedule

SE contacts the client

Does the client want the same terms?

Does the client want to renew at all?

SE records non-renewal

SCM is notified of new AMC creation

SE creates a new AMC request

SCM reviews the new AMC request

Is the AMC request approved?

SCM sends the AMC for client approval

Client rejects the AMC

SE is notified of rejection

SE attempts to negotiate

Does the client want a revised proposal?

SE cancels if no revision is wanted

SCM requests revision

SE is notified of revision request

SE revises the AMC request

Service Callout

Client request is routed to CSR

Does the client have an account?

Client books the callout location

Does the client have an AMC for this callout location?

Does the AMC have remaining applicable callouts?

Client pays applicable charges

Service team and client are notified

STL arrives at the property

STL inspects and uploads the job card

Is further inspection required by C/ME?

Are materials required?

Account is created when missing

Non-AMC callout charge applies

AMC charge applies when no callouts remain

Covered callouts continue without charge

COOR confirms the scheduled callout happens

Repair immediately when no material is required

C/ME is requested when further inspection is needed

Client is notified of project scheduling

Service Emergency

Emergency request reaches CSR

Other staff route the request to CSR

Does the client have an account?

Client books the emergency callout

Does the client have an AMC for this location?