K & Co Contracting SOP Manual

How to Use This Manual

1. Follow the sections in order from lead enquiry to final payment.
2. Use the checklists in the appendices for day-to-day execution.
3. Store all job documents in the correct job folder and keep records current.
4. If a situation is not covered, escalate to the Director or Project Manager before proceeding.

Operating Principles

1. Respond quickly and professionally to every enquiry.
2. Document everything important once, then store it where the whole team can find it.
3. Measure twice, quote once, confirm once more before pour day.
4. Do not guess on site conditions, quantities, access, levels, or concrete specifications.
5. Keep the client informed before they need to ask.
6. Quality, safety, cleanliness, and reliability are non-negotiable.

1.1 Company Mission

K & Co Contracting exists to deliver high-quality concreting and excavation services across Brisbane with clear communication, reliable scheduling, and workmanship that lasts. The company aims to make the process easy for clients by managing the full workflow from site inspection and quoting through to construction, handover, and final payment.

1.2 Services Offered

1.3 Organisational Structure

1. Director
2. Office Manager / Admin
3. Project Manager
4. Site Supervisor
5. Concreters and Labourers

1.4 Responsibilities by Role

2.1 Purpose

To ensure every enquiry is captured, qualified, followed up, and converted or closed in a consistent way.

2.2 Systems Used

• Pipedrive for lead capture, pipeline management, communication logging, and follow-up tracking.
• Phone, email, website form, social media, and referral for lead sources.
• Connecteam only after a job is won and scheduled.

2.3 Pipeline Stages

1. New Lead
2. Contacted
3. Qualified
4. Site Inspection Booked
5. Site Inspected
6. Quote In Progress
7. Quote Sent
8. Follow-Up Due
9. Verbal Yes / Pending Approval
10. Won
11. Lost

2.4 Required Pipedrive Fields

Contact name, phone number, email address, lead source, job address, suburb, service type, estimated job type, lead date, contacted status, stage, owner, notes, follow-up date, and estimated value for quoting opportunities are required.

2.5 Lead Received Procedure

1. Receive the enquiry by phone, email, website form, referral, or social media.
2. Acknowledge the enquiry within the target response time.
3. Create the lead in Pipedrive immediately if it is not already there.
4. Record the source of the lead and the first contact time.
5. Assign an owner and set the next follow-up action.

2.6 Lead Qualification Questions

1. What work do you need done?
2. Where is the site?
3. Is this residential, commercial, or civil work?
4. What is the timeframe?
5. Do you have plans or drawings?
6. Is there existing access for machinery and trucks?
7. Are there known site issues, slopes, drainage concerns, or retaining requirements?
8. Is the client the homeowner, builder, or project manager?
9. Have they spoken with other contractors?
10. Is the job likely to fit the company’s service scope?

2.7 Site Inspection Booking

1. Confirm the site address and job scope.
2. Offer a site inspection time.
3. Confirm who will attend and whether access is available.
4. Send a calendar reminder and Pipedrive activity.
5. Send a confirmation message with date, time, and any preparation required.

2.8 Follow-Up Timeline

2.9 Won / Lost Opportunity Process

Won: Mark as Won in Pipedrive, trigger job setup, confirm deposit requirements, move into scheduling, and create the job folder. Lost: Mark as Lost, record the reason, add notes, and schedule future follow-up where appropriate.

2.10 Client Communication Standards

1. Use clear, polite, professional language.
2. Avoid making promises unless confirmed by the Director or Project Manager.
3. Confirm key details in writing after a call.
4. Keep a written record of meaningful client conversations.
5. Never argue with a client by text or email.

3.1 Purpose

To collect accurate site information before quoting and to reduce pricing errors, access issues, and unforeseen site risks.

3.2 Booking Process

1. Confirm the inspection time with the client.
2. Add the appointment to the calendar and Pipedrive.
3. Prepare the job file and inspection form.
4. Ensure measuring tools, camera, PPE, and notebook are available.
5. Arrive on time and notify the client if running late.

3.3 Information to Collect

1. Exact site address and best access point.
2. Client name and contact details.
3. Scope of works and expectations.
4. Existing structures, hardstand, landscaping, or demolition requirements.
5. Existing levels, falls, and drainage observations.
6. Machinery access and truck access.
7. Concrete truck access and pump requirement.
8. Retaining wall or edge restraint issues.
9. Known underground services, pits, easements, or hazards.
10. Builder, engineer, or stakeholder instructions.

3.4 Photos Required

1. Front of property and street access.
2. Proposed work area.
3. Existing levels and drainage points.
4. Access routes for machinery and trucks.
5. Boundaries, fences, retaining walls, steps, or obstacles.
6. Service markers, pits, meters, or visible utilities.
7. Damage or pre-existing defects relevant to the work.
8. Overall site context from multiple angles.

3.5 Moasure Workflow

1. Open the Moasure app and create a new measurement record.
2. Measure all relevant areas, boundaries, and offsets.
3. Verify key dimensions by walking them twice where possible.
4. Record height differences, steps, slopes, or level changes.
5. Save the measurement file with the job name and date.
6. Export or record results in the job file.
7. Upload measurements to the shared job folder and link them to the project record.

4.1 Purpose

To produce accurate, competitive, and clearly documented quotes based on verified plans, measurements, quantities, labour, plant, materials, and site conditions.

4.2 Roles

4.3 Estimating Workflow

1. Review plans and confirm latest revision.
2. Upload plans into Kreo.
3. Perform digital takeoff and verify scale.
4. Calculate concrete, reinforcement, formwork, excavation, disposal, pump, crane, and access quantities.
5. Check labour requirements, crew size, supervision, specialist labour, and work sequence.
6. Check plant requirements including excavator, skid steer, compactor, saws, laser levels, vibrator, finishing tools, and pump requirements.
7. Check materials including concrete mix, reinforcement, formwork timber, consumables, disposal, sand, gravel, and base materials.
8. Complete pricing with labour, materials, plant, overhead, and margin.
9. Conduct internal review for omissions, double counting, exclusions, assumptions, and authority to issue.
10. Issue quote, log date in Pipedrive, attach support notes, and set follow-up task.

4.4 Quote Assumptions

1. Site access is suitable.
2. Underground services have been disclosed.
3. Plans provided are current and accurate.
4. Existing structures are sound unless stated otherwise.
5. Ground conditions are normal unless otherwise noted.
6. Weather delays, major redesigns, or client-driven changes are variations.

4.5 Quote Exclusions

1. Hidden services relocations.
2. Engineering redesigns.
3. Additional excavation beyond scope.
4. Unexpected rock removal.
5. Retaining wall redesign.
6. Council approvals or third-party permits.
7. Unlisted finishes, sealing, or decorative extras.

4.6 Provisional Items

Use provisional items for uncertain scope including additional excavation, spoil disposal, pump allowance, rock removal contingency, and drainage allowance.

5.1 Purpose

To transition a won quote into a ready-to-build job with clear scope, documents, scheduling, suppliers, and crew allocation.

5.2 Procedure After Quote Acceptance

1. Mark the opportunity as Won in Pipedrive.
2. Confirm acceptance in writing.
3. Confirm deposit requirements and issue deposit invoice if required.
4. Create the project file structure.
5. Schedule works in Connecteam.
6. Allocate crew.
7. Book suppliers.
8. Book concrete.
9. Book pump if required.
10. Book equipment.
11. Confirm site readiness.

5.3 Project File Structure

1. 01 Lead and Quote
2. 02 Plans and Documents
3. 03 Measurements and Takeoffs
4. 04 Scheduling
5. 05 Supplier Bookings
6. 06 Site Photos
7. 07 Daily Reports
8. 08 Variations
9. 09 Invoicing
10. 10 Handover and Closeout

5.4 Scheduling Readiness Check

1. Plans are final.
2. Scope is signed off.
3. Access is confirmed.
4. Materials are available.
5. Concrete availability is booked.
6. Crew has been allocated.
7. Weather risk has been reviewed.

6.1 Purpose

To ensure all staff know where they are working, what they are doing, when they are needed, and what documents support the job.

6.2 Weekly Scheduling Process

1. Review the upcoming two weeks of work.
2. Confirm current job status and dependencies.
3. Check supplier and concrete availability.
4. Match crew capability to job requirements.
5. Lock in priority jobs first.
6. Update Connecteam with all scheduled work.
7. Notify crew of confirmed assignments.

6.3 Daily Scheduling Process

1. Review weather, site readiness, and crew attendance early each morning.
2. Confirm the day’s start times.
3. Update changes in Connecteam immediately.
4. Send crew notifications.
5. Confirm concrete, pump, or supplier arrivals.

6.4 Weather Delay Process

1. Check forecast the day before and morning of work.
2. Assess rain, wind, heat, or ground conditions.
3. Notify client and crew as early as possible.
4. Record reason for delay in the job file.
5. Rebook promptly and confirm the new date in writing.

6.5 Connecteam Workflow

1. Create job with name, address, date, start time, plan set, scope, crew allocation, and notes.
2. Assign supervisor first, then core crew and specialist support.
3. Attach latest plans and scope summary.
4. Notify crew and confirm receipt where necessary.
5. Track attendance and escalate issues quickly.

7.1 Purpose

To deliver each job safely, efficiently, and to a consistent quality standard from pre-start through to clean-up and completion.

7.2 Standard Work Sequence

1. Pre-start
2. Site setup
3. Excavation
4. Formwork
5. Reinforcement
6. Pour preparation
7. Concrete placement
8. Finishing
9. Curing
10. Clean-up

7.3 Pre-Start

1. Review scope, plans, and hazards.
2. Confirm PPE requirements.
3. Confirm plant, tools, and materials are on site.
4. Conduct a toolbox talk.
5. Confirm emergency contacts and site access.
6. Check weather and ground conditions.

7.4 Site Setup to Clean-Up

Establish safe access, protect existing structures, set out work areas, manage washout and spoil, excavate to verified levels, install formwork and reinforcement, prepare for pour, confirm concrete order and access, place concrete to sequence, finish to specified surface type, cure correctly, clean up, and take completion photos.

7.5 Required Photos

1. Before works
2. During prep
3. Reinforcement
4. Pour
5. Finished project

8.1 Purpose

To ensure work meets company standards, plan requirements, and client expectations before the job is considered complete.

8.2 Quality Checks

1. Verify dimensions before forming or pouring.
2. Check falls, finished heights, entry points, thresholds, and drainage falls.
3. Confirm reinforcement type, spacing, cover, support, dowels, starters, and edge conditions.
4. Confirm concrete mix type, slump or placement requirements, finish, and exposure requirements.
5. Ensure surfaces are even, clean, consistent, neat, and correctly jointed.
6. Remove waste and leave access, paths, and adjacent areas tidy.

8.3 Defect Management

1. Record the defect with photos and notes.
2. Assess severity and whether it affects safety, function, or appearance.
3. Assign responsibility for rectification.
4. Confirm the rectification plan with the client if required.
5. Complete the fix and re-inspect.

8.4 Customer Complaint Process

1. Acknowledge the complaint promptly.
2. Log the issue in the job file.
3. Review facts, photos, plans, and scope.
4. Assign an owner for investigation.
5. Respond with the proposed solution and timeline.
6. Close the complaint only when resolved and documented.

9.1 Purpose

To keep the office workflow current so leads, schedules, suppliers, invoices, and records remain controlled.

9.2 Daily Admin Tasks

1. Review Pipedrive.
2. Follow up new and open leads.
3. Review Connecteam schedule.
4. Confirm upcoming jobs.
5. Confirm supplier orders and deliveries.
6. Check inbound emails and messages.
7. Update records and file documents.

9.3 Weekly Admin Tasks

1. Pipeline review.
2. Work-in-progress review.
3. Outstanding invoice review.
4. Schedule review.
5. Overdue task review.
6. Pending quote review.

10.1 Purpose

To invoice promptly, track payments properly, and escalate overdue accounts in a professional and consistent way.

10.2 Invoice Types

1. Deposit invoices
2. Progress claims
3. Final invoices

10.3 Invoice Workflow

1. Job completed.
2. Completion confirmed.
3. Invoice generated in Xero.
4. Invoice issued to client.
5. Payment tracked.
6. Overdue follow-up completed if required.

10.4 Reminder Schedule

10.5 Debt Collection Escalation

1. Confirm invoice details and due date.
2. Send a polite follow-up.
3. Call the client if email is not effective.
4. Escalate to the Director if still unpaid.
5. Consider formal debt collection steps if necessary.

11.1 Internal Communication Standards

1. Use clear, direct messages.
2. Confirm key decisions in writing.
3. Avoid assumptions.
4. Escalate risk early.
5. Keep communication professional and respectful.

11.2 Client Communication Standards

1. Respond within the agreed response timeframe.
2. Provide concise updates on timing, scope, and progress.
3. Confirm changes in writing.
4. Do not overpromise.

11.3 Builder and Supplier Communication

Confirm scope, access, sequence, dependencies, quantities, dates, delivery details, and lead times. Reconfirm critical deliveries before the job.

11.4 Response Time Expectations

New Lead Form Fields

Date received, lead source, contact name, phone, email, job address, suburb, service required, job type, estimated budget, timeframe, client type, notes, owner, next action, follow-up date.

Site Inspection Form Fields

Inspection date, inspector, client name, site address, contact on site, scope summary, access notes, existing levels, drainage observations, machinery access, concrete truck access, pump required, site risks, photos taken, Moasure file saved, notes.

Kreo Takeoff Review Checklist

Latest plan used, scale verified, slab areas measured, edge beams measured, excavation measured, concrete volume checked, reinforcement checked, formwork assessed, labour reviewed, plant reviewed, materials reviewed, exclusions noted, assumptions noted, internal review completed.

Quote Review Checklist

1. Scope matches plans and client request.
2. Quantities are correct.
3. Labour is realistic.
4. Plant is included.
5. Materials are included.
6. Exclusions are clear.
7. Assumptions are clear.
8. Provisional items are identified.
9. Margin is acceptable.
10. Quote issue date and follow-up date are set.

Appendix B. Standard Communication Templates

Appendix C. Records and File Naming Standards

Use this format where practical: YYYY-MM-DD - Job Name - Document Type - Revision.

• 2026-06-17 - Smith Driveway - Quote - Rev A
• 2026-06-17 - Smith Driveway - Moasure Measurement
• 2026-06-17 - Smith Driveway - Site Photos

Appendix D. Safety and Escalation Guide

Escalate immediately for unsafe site conditions, unknown services, set-out or level discrepancies, concrete delivery or quality issues, injury or near miss, unresolved client conflict, or supplier delays affecting completion.

Immediate Response

1. Stop work if needed.
2. Make the area safe.
3. Notify the Site Supervisor and Project Manager.
4. Notify the Director if commercial or safety risk exists.
5. Record the incident and actions taken.

Appendix E. Suggested Operating Cadence

Final Note: This manual is designed to be used as the working standard for K & Co Contracting. It should be updated as the business grows, systems change, or the team identifies better ways to deliver safe, efficient, high-quality work.