Business Operations SOP
Business Operations Master SOP #
This master SOP defines how PrecisionTech manages its internal business operations, review rhythm, responsibilities, documentation, risks, service quality, bookkeeping workflows, IT support, cybersecurity, and continuous improvement activities.
Purpose #
To provide a single operating framework for how PrecisionTech runs, reviews, controls, and improves its business operations across client service, bookkeeping, IT support, cybersecurity, documentation, training, vendors, and business risk.
Scope #
Applies to PrecisionTech’s internal operating rhythm, Business Care delivery, client support, financial administration, bookkeeping coordination, cybersecurity support, vendor oversight, process governance, and management reviews.
Operating Principle #
PrecisionTech operates as a practical business support partner for SMEs. Business operations must stay organised, documented, measurable, secure, and action-oriented so client work remains reliable, repeatable, and professionally controlled.
Core Operating Areas #
Client Service #
Support requests, client communication, onboarding, offboarding, escalations, and client health tracking.
Bookkeeping #
Bank reconciliation, month-end reviews, BAS readiness, missing documents, payroll review, and reporting support.
IT Support #
Microsoft 365, user access, endpoint issues, support requests, troubleshooting, and continuity support.
Cybersecurity #
MFA, phishing, access control, security incidents, backup readiness, risk reduction, and remediation actions.
Documentation #
SOPs, templates, client records, knowledge base content, document control, and process maturity.
Governance #
Reviews, KPIs, risks, action items, vendors, training, compliance support, and continuous improvement.
Business Operations Procedure #
- Maintain the operating rhythm: Follow the weekly, monthly, quarterly, and event-based review cycle.
- Capture operational activity: Record client issues, support requests, bookkeeping status, security events, vendor issues, risks, and improvement items.
- Review service delivery: Check that client work is progressing, issues are assigned, deadlines are visible, and escalations are controlled.
- Track KPIs and metrics: Review performance indicators for tickets, bookkeeping workflows, cyber actions, documentation, training, and client health.
- Manage business risks: Identify, document, prioritise, and review operational, financial, cyber, vendor, client, and continuity risks.
- Assign action items: Every material issue must have an owner, due date, priority, and clear expected outcome.
- Review documentation: Keep SOPs, templates, client records, and internal guides current, accurate, and easy to follow.
- Review vendor and subscription health: Check renewals, licensing, tool usage, service quality, ownership, and business-critical dependencies.
- Conduct internal business reviews: Use the Internal Business Review SOP to assess performance, risks, blockers, and improvement actions.
- Archive records: Store review notes, KPI records, action logs, risk registers, and decision records in the approved Business Operations documentation area.
- Improve the system: Use recurring issues and review findings to improve workflows, templates, service delivery, and client communication.
Business Operations Review Rhythm #
- Weekly: Review urgent client issues, open tasks, overdue items, support risks, bookkeeping blockers, and high-priority security actions.
- Monthly: Review KPIs, service quality, client health, bookkeeping status, documentation updates, vendor issues, and action item progress.
- Quarterly: Review strategic risks, service maturity, pricing assumptions, vendor performance, security posture, capacity, and roadmap priorities.
- Annually: Review business direction, service catalogue, SOP maturity, tooling, client segments, financial performance, and long-term operating goals.
- Event-Based: Conduct a review after major incidents, client escalations, missed deadlines, service failures, vendor failures, or major business changes.
Records to Maintain #
- Internal business review records
- KPI and metrics tracking records
- Action item register
- Operational risk register
- Client health notes
- Vendor and subscription register
- Training and acknowledgement records
- Decision and escalation notes
Minimum Review Inputs #
- Open and overdue support items
- Bookkeeping deadline status
- Cybersecurity and backup concerns
- Client communication issues
- Vendor or subscription concerns
- Documentation gaps
- Training or access issues
- Previous action item status
Escalation Areas #
- Critical client service issues
- Security incidents or high-risk alerts
- Backup or continuity failures
- Missed BAS, payroll, or reporting deadlines
- Client data handling concerns
- Vendor failure affecting service delivery
- Repeated incomplete action items
- Business risks requiring owner decision
Expected Outcomes #
- Clear visibility of business health
- Fewer missed follow-ups
- Better client service consistency
- Controlled bookkeeping workflows
- Improved cyber and continuity readiness
- Cleaner documentation and SOP maturity
- Stronger vendor oversight
- Better management decisions
Business Operations Control Record Template #
Review Period: [Week / Month / Quarter / Date Range]
Prepared By: [Name]
Preparation Date: [Date]
Business Operations Status: [Green / Amber / Red]
Client Service Summary: [Summary]
Bookkeeping Summary: [Summary]
IT Support Summary: [Summary]
Cybersecurity Summary: [Summary]
Documentation Summary: [Summary]
Vendor / Subscription Summary: [Summary]
Open Risks: [List risks or write None]
Open Action Items: [Summary]
Escalations Required: [Yes / No]
Key Decisions Made: [Summary]
Next Review Date: [Date]
Related Business Operations SOPs #
- KPI & Metrics Tracking SOP
- Internal Business Review SOP
- Action Item & Follow-Up Management SOP
- Operational Risk Register SOP
- Client Health Review SOP
- Vendor & Subscription Review SOP
- Quarterly Business Planning SOP
- Documentation Standards SOP
- Service Review SOP
- Business Continuity SOP
Escalation Triggers #
- Business Operations Status is Red.
- Critical client, cyber, bookkeeping, or continuity issue remains unresolved.
- Repeated action items are overdue or blocked.
- Client financial data, sensitive data, or system access risk is identified.
- Vendor or tool failure affects service delivery.
- Documentation gap affects repeatability, security, or client quality.
- Capacity issue affects ability to deliver agreed services.
- Owner-level decision is required to remove a blocker or accept a risk.
Completion Checklist #
- Operating rhythm followed
- Operational activity captured
- Client service reviewed
- Bookkeeping workflow reviewed
- IT support activity reviewed
- Cybersecurity and backup risks reviewed
- KPIs reviewed
- Risks updated
- Action items assigned
- Vendor and subscriptions checked
- Documentation gaps identified
- Escalations raised where required
- Records archived
- Next review date confirmed
Document Control #
Owner: PrecisionTech
Applies To: Business Operations, Client Service, Bookkeeping, IT Support, Cybersecurity, Business Care Plans, Vendor Management, Documentation, Training, Risk Management
Review Frequency: Quarterly, or after major operational, staffing, service, client, security, bookkeeping, vendor, or business process changes
Last Reviewed: [Insert Date]
Version: 1.0
