Operations Manager Guide

Operations manages the full service pipeline: creating batches, tracking parts through service centers, managing drivers, and monitoring SLA compliance.

Core Concepts

Service Batch — A grouped collection of parts sent to a service center together. Batches move through these statuses:

draft → sealed → in_transit_to_center → at_center → in_transit_back → completed

SLA — Each customer has a contracted turnaround time (e.g. 48h, 72h). A batch is SLA-breached when expected_return_date has passed and the batch is not yet completed.

Dashboard (/operations)

• Draft — batches being assembled, not yet sent
• Sealed — packed and handed to driver for pickup
• In Transit — on the way to or from the service center
• At Center — being processed (SLA clock is running)
• SLA Breaches — red banner lists any breached batches; take action immediately
• Due Back Soon — batches due within 3 days

Creating a Batch

1. Go to Operations → Batches → New Batch
2. Select the customer and service center
3. Add parts to the batch (search by QR or part ID)
4. Set expected return date (based on SLA)
5. Click Create — batch enters draft status

Sealing a Batch

When parts are physically packed:

1. Open the batch → click Seal
2. Confirm the part count matches the physical count
3. Print the batch manifest (PDF)
4. Hand the manifest + parts to the driver

Tracking Progress

Use the Batches table to filter by status, customer, or service center. Each batch shows:

• Current status with elapsed time
• SLA status (on-track / at-risk / breached)
• Assigned driver
• Service center

Route Management

Go to Operations → Routes to see driver assignments and stop sequences. Drivers receive their route automatically in the mobile app.

SLA Breach Response

When a breach is detected:

1. Contact the service center immediately (phone numbers in Service Centers directory)
2. Update the batch with a new expected return date
3. Notify the customer via the Notify Customer button (sends email + SMS)
4. Log the reason in the batch notes for accountability

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Keyboard Shortcuts

| Key | Action | |-----|--------| | N | New batch | | F | Filter batches | | E | Export batch list to CSV |