K & Co Contracting SOP Manual

1. Company Overview

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

1.5 Roles and Responsibilities Matrix (RACI)

R = Responsible, A = Accountable, C = Consulted, I = Informed

2. Lead Management SOP

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, or social media 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

2.5 Lead Received

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.

Response Time Standards

2.6 Lead Qualification Process

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 any 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 Procedures

2.9 Quote Request Process

1. Confirm the scope is clear enough to price.
2. Check whether plans, sketches, or specifications are available.
3. Request missing information from the client or builder.
4. Send the job for inspection and/or estimating.
5. Set a quote due date in Pipedrive.
6. Notify the Director or Project Manager if pricing urgency is high.

2.10 Won / Lost Opportunity Process

Won

1. Mark opportunity as Won in Pipedrive.
2. Trigger job setup.
3. Confirm deposit requirements.
4. Move the job into scheduling and production planning.
5. Create the job folder and upload all documents.

Lost

1. Mark opportunity as Lost in Pipedrive.
2. Record the reason for loss.
3. Add notes on competitor, price, timing, scope gap, or no decision.
4. Schedule a future follow-up if appropriate.

3. Site Inspection SOP

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 the correct 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. Any builder, engineer, or other stakeholder instructions.

3.4 Photos Required

• Front of property and street access.
• Proposed work area.
• Existing levels and drainage points.
• Access routes for machinery and trucks.
• Boundaries, fences, retaining walls, steps, or obstacles.
• Service markers, pits, meters, or visible utilities.
• Any damage or pre-existing defects relevant to the work.
• Overall site context from multiple angles.

3.5 Site Access Requirements

1. Gate widths.
2. Driveway width.
3. Overhead obstructions.
4. Side access.
5. Ground conditions.
6. Location for spoil stockpile or washout.
7. Availability of parking and unloading space.

3.6 Existing Levels

1. Identify high and low points.
2. Note any ponding areas.
3. Record falls toward drainage points or structures.
4. Identify height restrictions for finished concrete.
5. Record level changes that may impact excavation or formwork.

3.7 Drainage Observations

1. Locate stormwater lines, pits, channels, and existing drainage paths.
2. Note whether water currently pools on the site.
3. Record whether a fall away from the house is achievable.
4. Note any need for drainage works, spoon drains, ag drains, or redesign.

3.8 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 any height differences, steps, slopes, or level changes.
5. Save the measurement file with the job name and date.
6. Export or record the results in the job file.
7. Upload measurements to the shared job folder and link them to the project record.

4. Estimating & Quoting SOP

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 Estimating Workflow

1. Review plans.
2. Upload plans into Kreo.
3. Perform digital takeoff.
4. Calculate quantities.
5. Check labour requirements.
6. Check plant requirements.
7. Check materials.
8. Complete pricing.
9. Internal review.
10. Issue quote.

4.3 Kreo Workflow

1. Import plans.
2. Scale verification.
3. Measure slab areas.
4. Measure edge beams.
5. Calculate concrete volumes.
6. Calculate reinforcement quantities.
7. Export takeoff data.

4.4 Quote Assumptions

• Site access is suitable for the proposed work.
• Underground services have been disclosed by the client or builder.
• Plans provided are current and accurate.
• Existing structures are sound unless stated otherwise.
• Ground conditions are normal unless otherwise noted.
• Weather delays, major redesigns, or client-driven changes are variations.

4.5 Quote Exclusions

• Hidden services relocations.
• Engineering redesigns.
• Additional excavation beyond scope.
• Unexpected rock removal.
• Retaining wall redesign.
• Council approvals or third-party permits.
• Unlisted finishes, sealing, or decorative extras.

4.6 Provisional Items

1. Additional excavation allowance.
2. Spoil disposal allowance.
3. Pump allowance.
4. Rock removal contingency.
5. Drainage allowance.

5. Job Award & Project Setup SOP

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.

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

6. Scheduling SOP (Connecteam)

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.

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.

Weather Delay Process

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

Connecteam Workflow

• Create job.
• Assign team members.
• Attach plans.
• Attach scope.
• Add site address.
• Add start times.
• Notify crew.
• Update changes.
• Track attendance.

7. Site Operations SOP

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

Required Photos

• Before works
• During prep
• Reinforcement
• Pour
• Finished project

8. Quality Control SOP

• Measurements verification
• Levels verification
• Reinforcement checks
• Concrete specification checks
• Finishing standards
• Site cleanliness standards

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.

9. Administration SOP

Daily Admin Tasks

1. Review Pipedrive.
2. Follow up leads.
3. Review Connecteam schedule.
4. Confirm upcoming jobs.
5. Supplier confirmations.

Weekly Admin Tasks

1. Pipeline review.
2. Work-in-progress review.
3. Outstanding invoice review.
4. Schedule review.

10. Invoicing SOP (Xero)

Invoice Types

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

Workflow

1. Job completed.
2. Completion confirmed.
3. Invoice generated in Xero.
4. Invoice issued.
5. Payment tracking.
6. Overdue follow-up.

Accounts Receivable Process

1. Match invoice to job completion or milestone.
2. Confirm invoice is correct before issue.
3. Track due dates.
4. Follow up overdue invoices according to schedule.
5. Record all payment conversations.

11. Communication SOP

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.

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.

12. Templates & Forms

Appendix B. Standard Communication Templates

B1. Lead Acknowledgement

B2. Inspection Confirmation

B3. Quote Follow-Up

B4. Schedule Change

B5. Payment Reminder

Appendix C. Records and File Naming Standards

C1. File Naming

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

C2. Job Record Rules

1. Save documents in the correct job folder immediately.
2. Avoid duplicate filenames.
3. Keep the latest revision clearly marked.
4. Do not rely on memory for job-specific instructions.

Appendix D. Safety and Escalation Guide

Escalate immediately if any of the following occur:

1. Unsafe site conditions.
2. Unknown services or a suspected service strike.
3. Significant set-out or level discrepancy.
4. Major concrete delivery issue.
5. Concrete quality issue.
6. Injury or near miss.
7. Client conflict or complaint that cannot be resolved on site.
8. Supplier delay that threatens job 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

Daily

1. Check leads and follow-ups.
2. Review schedule.
3. Confirm job readiness.
4. Update clients and suppliers.
5. Track invoicing and issues.

Weekly

1. Review pipeline.
2. Review jobs in progress.
3. Review upcoming work and resources.
4. Review accounts receivable.
5. Review quality and safety items.

Monthly

1. Review process performance.
2. Review lost quotes.
3. Review overdue invoices.
4. Review equipment and supplier performance.
5. Update the SOP manual if needed.