Standard Operating Procedures: Pilot Operations

Overview

These SOPs define the daily, weekly, and as-needed procedures for operating the 25-user pilot. Each procedure includes the trigger, steps, and expected outcome.

Daily Procedures

SOP-D1: Morning Operations Review

When: Every morning at 8:00 AM Who: Operations Lead Duration: 15 minutes

Steps:

  1. Open PilotDashboard in YFT-AdminConsole
  2. Review attention items:
    • Check overdue returns count
    • Check users on hold count
    • Check unresolved feedback count
  3. Review this week’s cycle progress
  4. Note any items requiring immediate action
  5. Review automation results:
    • Open SchedulingMonitor—verify Sunday job succeeded
    • Open CommitmentMonitor—verify morning commitment succeeded
  6. Document any issues in daily log

Expected Outcome: Clear picture of system health, action items identified

SOP-D2: Fulfillment Processing

When: Daily at 9:00 AM (after commitment runs) Who: Warehouse Operator Duration: Variable (based on volume)

Steps:

  1. Open FulfillmentQueue in YFT-WarehouseOps
  2. Review boxes ready for fulfillment, sorted by ship date
  3. For each box with today’s ship date: a. Click to view box details b. Verify garments are available c. Click “Start Packing” d. Complete BoxPacker workflow:
    • Scan each garment barcode
    • Verify all items match plan
    • Handle any variance
    • Click “Verify Pack”
  4. When all boxes packed, proceed to ShipmentDashboard

Expected Outcome: All today’s boxes packed and verified

SOP-D3: Shipment Processing

When: Daily at 11:00 AM (before carrier pickup) Who: Warehouse Operator Duration: 30 minutes

Steps:

  1. Open ShipmentDashboard in YFT-WarehouseOps
  2. Review boxes ready to ship
  3. For each box: a. Generate or retrieve tracking number from carrier b. Enter tracking number in dashboard c. Apply shipping label to box
  4. Select all boxes with tracking numbers
  5. Click “Ship Selected”
  6. Verify boxes transition to Shipped
  7. Hand off boxes to carrier at pickup time

Post-Shipment:

  1. Open CommunicationLog
  2. For each shipped box: a. Send BoxShipping email using template b. Log communication as sent

Expected Outcome: All boxes shipped, customers notified

SOP-D4: Return Processing

When: When returns arrive (typically daily) Who: Warehouse Operator Duration: Variable

Steps:

  1. Open ReceivingStation in YFT-WarehouseOps
  2. For each returned box: a. Scan box barcode b. Verify box received in system c. Unpack contents d. Verify contents match expected e. Document any variance
  3. For each received box, open InspectionStation: a. Inspect each garment b. Grade condition (A/B/C/D/F) c. Select routing (Refurbish/Repair/Quarantine/Retired) d. Add notes if needed e. Save inspection
  4. When all garments inspected: a. Click “Complete Closeout” b. Verify cycle closed

Expected Outcome: Returns processed, garments routed, cycles closed

SOP-D5: Communication Sending

When: Daily at 10:00 AM Who: Operations Lead Duration: 15-30 minutes

Steps:

  1. Open ReturnReminders view in Airtable (or Retool query)
  2. Filter for status = 'Pending' and scheduled_for <= TODAY
  3. For each pending reminder: a. Look up user email b. Select appropriate email template based on escalation_level:
    • Level 1: ReturnReminder1 template
    • Level 2: ReturnReminder2 template
    • Level 3: OverdueWarning template c. Send email manually d. Update reminder status to Sent e. Log in CommunicationLog
  4. Check for any new HoldLogistics users
  5. Send HoldNotice to newly held users
  6. Log all communications

Expected Outcome: All due reminders sent and logged

SOP-D6: Exception Review

When: Daily at 4:00 PM Who: Operations Lead Duration: 15 minutes

Steps:

  1. Open ExceptionWorkflow in YFT-AdminConsole
  2. Review all active exceptions
  3. For each exception, determine resolution path:
    • Overdue 1-3 days: Monitor, reminder sent
    • Overdue 4-6 days: Contact user directly (phone/email)
    • Overdue 7+ days: Verify hold applied, escalate if needed
    • Missing items: Investigate, update settlement
    • User complaint: Review and respond
  4. Document actions taken
  5. Escalate critical issues to management

Expected Outcome: All exceptions reviewed, actions documented

Weekly Procedures

SOP-W1: Pre-Scheduling Review (Saturday)

When: Saturday afternoon Who: Operations Lead Duration: 30 minutes

Steps:

  1. Review current week’s cycle completion
  2. Check inventory levels:
    • Sufficient Available garments by size?
    • Any sizes critically low?
  3. Review user states:
    • How many Active users?
    • Any users to be removed from hold?
  4. Plan any inventory adjustments
  5. Document readiness for Sunday scheduling

Expected Outcome: Confidence that scheduling will succeed

SOP-W2: Post-Scheduling Verification (Sunday Evening)

When: Sunday at 7:00 PM (after 6 PM automation) Who: Operations Lead Duration: 15 minutes

Steps:

  1. Open SchedulingMonitor
  2. Verify latest job completed successfully
  3. Check results:
    • Cycles created matches Active user count
    • No errors logged
  4. If job failed:
    • Review error details
    • Manually create cycles if needed
    • Document issue

Expected Outcome: All users have cycles scheduled for next week

SOP-W3: Weekly Allocation (Sunday Evening or Monday Morning)

When: After scheduling, before commitment deadline Who: Operations Lead Duration: 1-2 hours

Steps:

  1. Open AllocationWorkbench
  2. For each scheduled cycle without a box: a. Select the cycle b. Review user’s fit profile c. Review suggested garments d. Select 3 appropriate items e. Save allocation
  3. Verify all cycles have boxes
  4. Review allocation summary:
    • Any sizes over-allocated?
    • Any users without allocations?

Expected Outcome: All scheduled cycles have garments allocated

SOP-W4: Weekly KPI Review (Friday)

When: Friday afternoon Who: Operations Lead Duration: 30 minutes

Steps:

  1. Open PilotDashboard
  2. Review weekly KPIs:
    • Cycle completion rate
    • On-time delivery rate
    • Return compliance rate
    • Fit satisfaction score
    • Exception rate
  3. Compare against targets: | Metric | Target | Actual | Status | |——–|——–|——–|——–| | Completion | 95% | | | | On-time | 90% | | | | Returns | 90% | | | | Fit | 80% | | | | Exceptions | <10% | | |
  4. Document weekly summary
  5. Identify improvement areas

Expected Outcome: Weekly performance documented, improvements identified

SOP-W5: Weekly Data Export (Friday)

When: Friday afternoon Who: Operations Lead Duration: 15 minutes

Steps:

  1. Open DataExport in YFT-AdminConsole
  2. Set date range for the week
  3. Select all data sets
  4. Generate export
  5. Download files
  6. Store in designated folder:
    • /pilot-data/exports/week-NN/
  7. Verify files contain expected data

Expected Outcome: Weekly data archived for analysis

As-Needed Procedures

SOP-A1: User Onboarding

When: New pilot user signs up Who: Operations Lead Duration: 15 minutes

Prerequisites: Pilot capacity not reached (< 25 users)

Steps:

  1. Collect user information:
    • Name
    • Email
    • Phone
    • Shipping address
    • Fit information
  2. Open UserOnboarding in YFT-AdminConsole
  3. Enter all user information
  4. Enter fit profile information
  5. Click “Create User & Fit Profile”
  6. Verify user created in Active state
  7. Send welcome communication (manual)
  8. Log communication

Expected Outcome: User ready for first cycle

SOP-A2: Garment Onboarding

When: New inventory arrives Who: Warehouse Operator Duration: Variable

Steps:

  1. Unpack new garments
  2. Generate or assign barcodes:
    • Use barcode generator in GarmentOnboarding
    • Apply barcode label to garment
  3. Open GarmentOnboarding
  4. For each garment: a. Scan barcode b. Enter SKU, category, size, color c. Set condition grade (A for new) d. Click “Register Garment”
  5. Verify garments appear in Available inventory

Expected Outcome: New inventory tracked and available

SOP-A3: Hold Resolution

When: User contacts support about hold Who: Operations Lead Duration: 15-30 minutes

Steps:

  1. Look up user in UserManager
  2. Review hold reason:
    • HoldLogistics: Late return
    • HoldPayment: Payment failed
    • HoldIdentity: Verification needed
  3. For HoldLogistics: a. Confirm return status with user b. If returning today: Wait for receipt, then remove hold c. If can’t return: Discuss options (charge for items, etc.)
  4. For HoldPayment: a. Verify payment resolved b. If resolved: Remove hold c. If not: Assist user with payment
  5. Document resolution in user notes
  6. If removing hold: a. Transition user to Active b. Verify next cycle can be scheduled

Expected Outcome: Hold resolved, user reactivated or closed

SOP-A4: Feedback Response

When: User provides feedback or complaint Who: Operations Lead Duration: 15-30 minutes

Steps:

  1. Log feedback in FeedbackCapture
  2. Assess severity:
    • Critical: Product safety, major service failure
    • High: Significant fit issue, multiple complaints
    • Medium: Single fit issue, minor complaint
    • Low: Suggestion, positive feedback
  3. For Critical/High: a. Contact user directly within 24 hours b. Determine resolution c. Implement fix d. Document actions
  4. For Medium/Low: a. Acknowledge receipt (if user expects response) b. Queue for weekly review
  5. If fit issue: a. Update user’s fit profile b. Flag garment if issue is garment-specific
  6. Mark feedback as resolved when complete

Expected Outcome: Feedback addressed, improvements captured

SOP-A5: Inventory Issue Resolution

When: Garment damaged, lost, or retired Who: Warehouse Operator Duration: 10 minutes

Steps:

  1. Identify issue type:
    • Damaged: Found during inspection
    • Lost: Never returned after 14 days
    • Retired: Lifecycle limit reached
  2. Open GarmentScanner
  3. Scan garment barcode
  4. Transition to appropriate state:
    • Damaged → Repair or Quarantine
    • Lost → Lost (via automation or manual)
    • Retired → Retired
  5. Add notes explaining reason
  6. Review inventory levels:
    • Is size band still adequate?
    • Need to order replacements?

Expected Outcome: Inventory accurately tracked, gaps identified

SOP-A6: System Issue Escalation

When: Technical issue prevents normal operation Who: Operations Lead Duration: Variable

Steps:

  1. Document the issue:
    • What were you trying to do?
    • What error occurred?
    • What time did it happen?
  2. Attempt basic troubleshooting:
    • Refresh the page
    • Try a different browser
    • Check Airtable directly
  3. If issue persists: a. Document in incident log b. Implement manual workaround if possible c. Notify technical lead
  4. Track resolution
  5. Update SOPs if process change needed

Expected Outcome: Issue resolved or escalated, operations continue

Emergency Procedures

SOP-E1: System Down

Steps:

  1. Switch to manual tracking (spreadsheet backup)
  2. Continue physical operations (packing, receiving)
  3. Log all actions in backup spreadsheet
  4. Notify all operators of manual mode
  5. When system restored, reconcile data

SOP-E2: Carrier Failure

Steps:

  1. Hold shipments until carrier issue resolved
  2. Notify affected users of delay
  3. Update cycle expected dates
  4. Resume normal operations when carrier available

SOP-E3: Data Loss

Steps:

  1. Stop all operations immediately
  2. Notify technical lead
  3. Do not attempt to recreate data without guidance
  4. Use latest export for reference
  5. Follow data recovery procedure

Appendix: Quick Reference

State Transitions Summary

From State Trigger To State
User.Active Payment fails HoldPayment
User.Active Return overdue 7+ days HoldLogistics
User.Hold* Issue resolved Active
Cycle.Scheduled Commitment deadline Committed
Cycle.Committed Packing starts FulfillmentInProgress
Cycle.FulfillmentInProgress Box shipped OutboundInTransit
Cycle.OutboundInTransit Delivery confirmed Delivered
Cycle.Delivered Automatic WearWindowOpen
Cycle.WearWindowOpen 5 days elapsed ReturnWindowOpen
Cycle.ReturnWindowOpen Return received CloseoutInspection
Cycle.CloseoutInspection All inspected Settled
Cycle.Settled Settlement complete Closed
Garment.Available Committed to cycle Reserved
Garment.Reserved Packed in box Packed
Garment.Packed Box delivered InUse
Garment.InUse Return received ReceivedReturn
Garment.ReceivedReturn Inspection complete Refurbish/Repair/Quarantine/Retired
Garment.Refurbish Cleaning complete Available

Contact Information

Role Name Email Phone
Operations Lead      
Technical Lead      
Product Owner      

Tool Access

Tool URL
YFT-AdminConsole [Retool URL]
YFT-WarehouseOps [Retool URL]
Airtable Base [Airtable URL]
Carrier Portal [Carrier URL]