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Work Example

Process Handbook and Quality Standards

Scenario: Craft business (15 employees) - consistent quality across all deliveries

This document is an illustrative example of a delivery for process handbook and quality standards. The content must always be adapted to the business's actual trade, activities, contracts and regulations. The example shows structure, level and delivery scope - not as a universal standard.
Example Company Berge & Sønn Håndverk AS (fictitious)
Industry Carpentry and building services
Number of Employees 15 (incl. managing director and 2 foremen)
Challenge Inconsistent quality - some teams deliver top results, others produce more minor defects and rework

1. Scenario and Objectives

A craft business with 15 employees experiences inconsistent quality in deliveries. Some teams deliver top results, others produce more minor defects, more rework and more customer complaints.

Typical Symptoms

  • Varying practices from person to person ("this is how I do it")
  • Missing checklists: errors discovered too late
  • Inconsistent customer communication: the customer does not know what is happening and when
  • Long training time: new employees take a long time to learn "how we do things here"

Objectives for the Initiative

  • Create a common standard for deliveries - same quality regardless of who does the job
  • Reduce errors and rework through clear quality gates (self-inspection)
  • Increase predictability for customers through fixed communication steps
  • Faster training and safer execution for new employees

Success Criteria

Measurable Results

  • 30-50% reduction in registered deviations/rework within 3 months
  • Shorter training time for new employees (e.g. from 8 to 4 weeks for basic routines)
  • Fewer customer complaints per 10 jobs, and higher customer satisfaction
Principles for good standards: Simple enough to be used in a busy workday. Clear quality gates (stop and correct before proceeding). Concrete templates - not just text. Ownership in the professional environment.

2. Overall Process Map

The process map provides a common "red thread" and defines where standards and checklists should be used. Each box has a clearly responsible role, a checklist and a minimum of documentation (photos/logs).

From Customer to Completed Job (8 Steps)

1 Inquiry & Registration
2 Site Survey / Needs
3 Quote & Agreement
4 Planning & Procurement
5 On-site Execution
6 Self-inspection + Photos
7 Handover & Sign-off
8 Follow-up / Lessons Learned

Quality Gates

A quality gate is a point where the work must be inspected before proceeding. The most important gates in this process:

Gate After Step Checkpoint Responsible
Gate 1 Site Survey Survey form complete, risk assessed, photos uploaded Project Manager
Gate 2 Quote Scope + limitations clear, customer has approved in writing Managing Director
Gate 3 Execution Self-inspection completed, all checkpoints OK, deviations rectified Craftsman + PM
Gate 4 Handover Customer has signed approval, documentation delivered Project Manager

3. Roles and Responsibilities (RACI)

RACI clarifies who is Responsible (performs), Accountable (owner/decision-maker), Consulted (contributes) and Informed (kept in the loop).

Role abbreviations: MD = Managing Director, PM = Project Manager/Foreman, CW = Craftworker, ADM = Administration
Activity MD PM CW ADM
Register inquiry I C I RA
Site survey and needs assessment I A R C
Quote and contract A R C R
Planning and procurement I A C R
On-site execution I A R I
Self-inspection and documentation I A R I
Handover and sign-off I A R C
Deviation/complaint - handling A R C C
Practical tip: Keep the roles few and clear. The goal is less friction - not more bureaucracy.

4. Quality Standards

The standards below are examples that can be used across trades. They make it easier to be consistent, and simpler to detect deviations early.

Area Standard (example)
Customer Communication The customer receives updates at: (1) confirmed start date, (2) daily status for multi-day jobs, (3) deviations affecting time/cost, (4) before handover.
Tidiness and Protection Before work begins: cover floors and surfaces, set up dust/barrier measures as needed. At end of day: tidy up, secure tools, remove waste and make the area safe.
Documentation Minimum 5 photos per job: before, during, critical details, completed, and any hidden work before closing. Photos uploaded to the job folder same day.
Material Handling Materials are checked upon receipt (quantity, damage, colour/batch). Deviations are registered and the supplier contacted before installation.
Self-inspection Self-inspection is carried out before work is "closed" (e.g. before painting, cladding, sealing or covering). No handover without a signed checklist.
Tolerances and Finish Visible surfaces are assessed in normal light from approx. 1.5 m distance. Damage, open joints, crooked terminations or visible fasteners that breach the agreed finish shall be rectified.
Deviation Handling Deviations are registered the same day, with photos and proposed corrective actions. Critical deviations stop work until the area is secured and a solution is agreed.
Customer Handover Handover includes: (1) walk-through with customer, (2) sign-off, (3) documentation (photos/O&M), (4) agreed warranty/follow-up inspection point.
The quality standards become operational when linked to concrete procedures and checklists. See the SOPs under the next tab.

5. SOPs - Step-by-step Procedures

Each SOP is written so that a new employee can follow it, and an experienced colleague can use it for quality assurance.

SOP 01: Inquiry and Site Survey

Purpose: Ensure all jobs start with the right information, realistic expectations and documented needs.
Trigger: New customer inquiry
Output: Completed survey form, photo documentation, clear scope and next steps

Procedure

  1. Register the inquiry in CRM/order system: customer info, address, trade, brief description, desired timing.
  2. Clarify expectations: budget indication, desired quality/finish, timeframe, who makes the decision.
  3. Schedule site survey: agreed time, who attends, what the customer must prepare (access, photos, drawings).
  4. Conduct site survey with survey form: measurements, substrate, condition, risk, limitations.
  5. Take standard photos (min. 5): overview, details, risk points, access, and existing damage.
  6. Summarize for the customer before leaving: understood needs, possible options, and when the quote will come.
  7. Upload documentation same day: form + photos in the job folder.
Checklist - Site Survey
Customer info registered and confirmed
Site survey agreed and confirmed with customer
Measurements/condition documented
Risk/JSA needs assessed
Standard photos taken and uploaded
Next steps agreed (date for quote / start)

SOP 02: Quote, Contract and Kick-off

Purpose: Ensure clear agreements that reduce misunderstandings and changes along the way.
Trigger: Site survey completed and scope clarified
Output: Signed quote/contract, kick-off package, execution plan

Procedure

  1. Prepare quote based on the survey form: scope, assumptions, limitations, price, schedule.
  2. Quality and material choices are described concretely (brand/type, finish, tolerances where relevant).
  3. Risk and uncertainty are made visible (hidden conditions, weather, delivery time, substrate).
  4. Send quote and arrange review with customer (phone/meeting) to ensure shared understanding.
  5. Contract and signature: obtain written acceptance before ordering/starting.
  6. Internal kick-off meeting (10-15 min): review scope, risk, quality requirements and checklists.
  7. Start notification to customer: start date, contact person, expected duration and practical info.
Checklist - Quote and Kick-off
Quote sent with clear scope/limitations
Material choices and finish specified
Customer has approved in writing
Internal kick-off meeting completed
Start notification sent to customer

SOP 03: Planning and Procurement

Purpose: Avoid stoppages and rush purchases by ensuring the right materials, right time and right quantity.
Trigger: Job signed / scheduled

Procedure

  1. Create work plan (PM): milestones, daily goals, staffing, need for subcontractors.
  2. Create material list with critical components and alternatives for delivery issues.
  3. Order materials well in advance. Plan delivery address and reception.
  4. Receiving inspection: check quantity, damage, colour/batch, and conformity with order.
  5. Pre-preparation: cut/mark parts where it makes sense and reduces errors on site.
  6. Update customer if delivery affects start or progress.
Checklist - Planning and Procurement
Work plan and staffing ready
Material list ready with critical points
Order placed and confirmed
Receiving inspection completed
Deviations registered and handled

SOP 04: On-site Execution

Purpose: Deliver predictable quality, reduce damage/errors and ensure professional customer communication.
Trigger: Start on construction site/customer location

Procedure

  1. Arrival on site: greet, confirm today's plan, check access, power, water, parking.
  2. Protection: cover floors/surfaces, establish dust measures, mark work area and storage space.
  3. Job Safety Analysis (JSA) when needed: falls, electricity, chemicals, dust, noise, heavy lifting.
  4. Carry out work according to drawings/plan. In case of deviations: stop, clarify with PM before continuing.
  5. Daily self-inspection: check critical points before closing/covering work.
  6. Daily status to customer (for multi-day jobs): what was done, what happens tomorrow, any deviations.
  7. End of day: tidy up, remove waste, secure tools, make the area safe.
Checklist - On-site Execution (daily)
Work area and protection established
JSA assessed (when needed) and measures implemented
Critical points inspected before covering
Photos taken at important milestones
Daily status given to customer (multi-day)
Area tidied and made safe at end of day

SOP 05: Self-inspection and Quality Gate

Purpose: Detect and correct errors before handover. This is the most important "quality gate" in the handbook.

Flowchart - Self-inspection

Completed work finished
↓
Self-inspection OK?
YES
↓
Handover + sign-off
NO
↓
Rectify
↺

Procedure

  1. Prepare self-inspection: retrieve the relevant checklist (trade/specific job type).
  2. Inspect visible surfaces: finish, damage, cleanliness, straight lines, transitions, joints.
  3. Inspect function: open/close, operation, tightness, safety, adjustments (where relevant).
  4. Document: take final photos and note any deviations/rectifications.
  5. Rectify everything that does not meet the standard before the customer is invited for handover.
  6. Sign the checklist (CW) and approve (PM) for larger jobs.
Checklist - Self-inspection (before handover)
Final photos taken (overview + details)
All checkpoints reviewed
Deviations rectified and closed
Checklist signed
Customer invited to handover

SOP 06: Handover and Follow-up

Purpose: Ensure professional completion, clear customer approval and good documentation.

Procedure

  1. Schedule handover with customer: timing, who participates, what will be reviewed.
  2. Conduct handover: show work, explain choices, demonstrate function (where relevant).
  3. Register customer feedback: minor items addressed on site if possible.
  4. Sign-off: obtain written approval (digital or on paper).
  5. Deliver documentation: photos, O&M/product info, maintenance advice, warranty points.
  6. Follow-up: internal summary (5 min) - what went well, what can be improved.
Checklist - Handover
Handover agreed with customer
Work reviewed and demonstrated
Minor items registered and handled
Customer has signed approval
Documentation (photos/O&M) delivered
Brief internal summary completed

SOP 07: Deviations and Complaints

Purpose: Handle deviations quickly, professionally and consistently - and use deviations to improve processes.

Flowchart - Deviation Handling

Deviation detected (execution, HSE, customer)
↓
Register deviation in log (what, where, photo, responsible)
↓
Critical deviation (safety/contract)?
YES
↓
Stop work. Secure area. Inform foreman + customer.
↓
Correct before continuing. Document + new self-inspection.
NO
↓
Plan rectification. Clarify time/cost. Inform customer if needed.
↓
Carry out rectification. Update photos + checklist. Close deviation.
↓
Lessons learned: root cause + actions. Update standards / training.

Procedure

  1. Receive deviation/complaint (customer or internal). Confirm receipt same day.
  2. Register in deviation log: description, severity, photo, proposed actions, responsible.
  3. Assess criticality: safety, contract, risk of consequential damage.
  4. Clarify solution with PM/MD for larger consequences. Inform customer about plan and timing.
  5. Carry out rectification and document with before/after photos.
  6. Close deviation: update log, lessons learned and any process changes.
Checklist - Deviations and Complaints
Deviation registered with photo
Criticality assessed (stop/continue)
Customer informed about plan and timing
Rectification documented
Deviation closed and lessons noted

6. Appendix - Templates and Checklists

The appendices can be used as a starting point for your own templates. In a real project, they are often delivered as editable files (Word/Excel) in addition to the PDF handbook.

Template Previews

Click a template to see a preview:

Site Survey Form

Template for recording customer info, measurements, risk and limitations during site survey.

Deviation Log

Columns and fields for systematic registration and follow-up of deviations.

Photo Checklist

Standard for minimum photo documentation throughout the entire job.

Self-inspection Form

General template for self-inspection before handover with checkpoints.

Expected Effect

  • Fewer errors through systematic self-inspection
  • Faster training of new employees
  • More consistent quality regardless of who performs the job
  • Happier customers and fewer complaints

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