The Service Operations Handbook
Operations and Product · Nº 91
The Service Operations Handbook
Scheduling, Capacity, and Service Standards
Monday, 6 a.m., someone's out. Which client gets shortchanged today?
24 tools and a spreadsheet to measure how long your service really takes, size your team, build schedules and routes, and track every contract, worked through on one cleaning company.
You get 24 tools to time the service, find your team's real hours, cover absences without emptying a post, route the mobile crew, give every service request a deadline, and track hours and service levels per contract. Plus a spreadsheet with 6 working tabs.
A book explains the method. This handbook puts it to work: the tool, a worked example, and a spreadsheet with your numbers.
One-time payment of $29.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.
You sold the contract as one post, 44 hours a week, and nobody ever timed the work. Now someone calls in sick, the mobile crew drops its service requests to cover, and nobody tells the client. The property manager's extra favors come in with no deadline, the requests pile up, overtime is a line item, and you hear the service got worse before you see a single number.
THE SPREADSHEET
Service operations spreadsheet
Use the completed example as a reference and enter your business data in the marked fields. Check the instructions and the calculations before you make a decision.
SOUND FAMILIAR?
Three situations this handbook solves
A big contract lands on your desk
Before you quote, you run the six questions: distance from your base, the hours, the type of client, room in supervision, the mobile crew's load, and the setup timeline. You decide in writing, with the reason, before the operation pays for a yes.
The same post runs overtime every month
You time the tasks, add them up, and compare the total with the hours sold. Now you can see whether the fix is the routine, the client's extra requests, or a conversation about the contract.
First Monday of the month, 2 p.m.
You open the dashboard with your supervisor and scheduler: requests on time, posts covered, hours by contract, walkthrough scores. You leave with no more than three actions, each with an owner and a deadline.
INSIDE
What you'll find in each tool
Five parts, in the order the work happens. Inside the service: the spec sheet, standard time, and the variability clients bring. Your team's capacity: real hours, the shape of demand, and the utilization limit. Schedules, routes, and service requests. The standard at each post: routine, conduct, autonomy, and safety. Then every contract under control, ending with a one-hour monthly review.
WHAT YOU GET
Everything included in your purchase
- The Service Operations Handbook in PDF: 24 tools, each with a step by step, a worked example, and an exercise
- The Service operations spreadsheet in Excel and Google Sheets, with 6 working tabs and a How to use tab, filled in with the example company
- The Template kit: 16 ready-made texts, including the absence notice to the client, the six questions before the contract, and the service level agreement checklist
- 2 worksheets to fill in (service spec and client walkthrough), a final checklist, and a 30-day plan, one week per stage
- Access to your handbook on the Consylion platform
Full table of contents
The 24 tools, in the order you'll use them
Part 1 · Part 1 · Inside the service
- 01The service spec sheetTasks, frequency, time, supplies, and staffing for each service on one page
- 02The standard time for each taskTime the service and see how many hours the contract really takes
- 03Frontstage and backstageWhat to do in front of the client, and what to move out of their hours
- 04The variability clients bringFive kinds of client requests that change the service, and a rule for each
Part 2 · Part 2 · Your team's capacity
- 05Your team's real hoursVacation, absences, and training taken out, and how many people each post needs
- 06The shape of demandThe hour, day, month, and season when clients ask for the service
- 07Chase or level demandAdjust the team for the peak, or move the work that can wait
- 08The utilization limitWhy a fully booked team makes everything late, and where to stop
- 09The contract your operation can handleSix questions to answer before you say yes to a new client
Part 3 · Part 3 · Schedules, routes, and service requests
- 10The team schedulePosts, days off, and vacations on a 12-month board
- 11Absence coverageRelief workers, a notice rule, and backup so no post is left empty
- 12The mobile crew's routeOne area per day, and fewer hours lost on the road
- 13The service request queueUrgent, normal, and scheduled, each with its own deadline
Part 4 · Part 4 · The standard at each post
- 14The periodic task calendarMonthly and twice-yearly tasks on the calendar before anyone forgets them
- 15The post routineThe post's day in sequence, with start times and slack for the unexpected
- 16The service encounterA few short conduct rules for working on a client's premises
- 17What the front line can handleWhat the post decides alone, what it reports, and what it escalates
- 18Safety at the postProtective gear, heights, chemicals, and a near-miss log with no punishment
Part 5 · Part 5 · Every contract under control
- 19Setting up a new postThe 15 days before and the 30 days after day one
- 20The hours on each contractHours sold and hours spent, client by client
- 21Service levels deliveredWhat you agreed with the client, measured every month
- 22The walkthrough with the clientA score for each area, walked together with whoever hired you
- 23Absenteeism and team turnoverThe two numbers that leave posts empty, and the causes behind them
- 24The monthly operations reviewOne hour a month to decide where to improve and what to stop doing
Who it's for
It's for you if
- You run a team at client sites or in the field: cleaning, maintenance, front desk, installation, or technical support
- You sell by contract, by post, or by the hour and don't know if the hours you sell match the hours you spend
- You cover absences with the mobile crew or with overtime, and overtime has become routine
- Extra requests and service requests pile up with no deadline, and clients say the service slipped
- You want to know whether a new contract fits your operation before you say yes
It's not for you if
- You need to set your prices and your no-show policy. That's The Service Pricing Handbook
- You want to write a procedure and a checklist for each task. Start with The Process Handbook
- You want to improve counter service and the shopping experience. See The Customer Service and Experience Handbook
- You want a promise of revenue or margin. This handbook puts the operation in order and measures each contract
Frequently asked questions
I don't run a cleaning company. Will this work for me?
If your team does the work at the client's site or out in the field, yes. Every tool has an In your industry box for services, retail and commerce, manufacturing and distribution, and independent professionals, and the method is the same: measure the service, then the hours, then the contract.
My company is small. Does this work with five people?
It does, and it matters more. With five people, one absence is a big slice of the team. The handbook points you first to the spec sheet, the real hours, and the absence notice to the client.
Won't timing the work scare my team?
It will if nobody explains it. The handbook has you say up front that you're measuring the service and the contract, not the person, and time the person who does that post every day, not your fastest worker.
Do I need scheduling software?
Not to get started. The included spreadsheet handles the schedule, the route, the service request queue, and the hours by contract. If you want to automate it later, the handbook points you to The Automation Handbook.
What about labor rules on hours, vacation, and safety?
They differ from country to country and by trade. The handbook doesn't cite local law. Its In your country boxes tell you what to check and with whom: your accountant, an employment lawyer, or a workplace safety professional.
How long until I see a difference?
The handbook says the absence notice and the queue with deadlines change things the very next week, while the yearly schedule and relief workers take one to two months. Reading takes about 2 hours and 24 minutes, or 6 minutes per tool.
What do I get, and in what formats?
Each handbook is a PDF of about 100 pages with 24 to 27 tools. Every tool has step-by-step instructions and a worked example. You also get the handbook's spreadsheet in Excel (.xlsx), which opens in Google Sheets too, with the example already filled in. The message, policy, and clause templates are in the Template Kit inside the PDF, ready to copy and adapt. Read it in the member area or download the files.
How do I know if it fits my business?
Each handbook's page shows the problem it solves, who it is for and who it is not for, the full table of contents, sample pages, and the company used in the examples. The examples come from small businesses in several industries, with illustrative numbers. If it is not a fit, you can ask for a full refund within 14 days of your purchase, as described in the Refund Policy.
What is the difference between a handbook, an area set, and the Series?
A handbook solves one problem. An area set brings together every handbook and spreadsheet in one of the 6 areas, for less than the price of 5 single handbooks. The Consylion Handbook Series brings together all 100 handbooks and 100 spreadsheets, for less than the price of 8 single handbooks, and includes the next handbooks in the Series. Products outside the Series, from Consylion Life or Consylion Business, have their own price. They are sold separately and are not part of an area set or the Series.
Do I need to read everything before I start?
No. Each tool works on its own. Open the table of contents, pick the tool for today's problem, and start there. You can also read it cover to cover.
Do I need to know Excel?
The basics are enough: open the file and fill in the marked fields. The formulas are already built, and the handbook's example is filled in for reference.
How do I pay, and when do I get access?
By card or bank transfer, as a one-time payment with no subscription. Once your payment is confirmed, you get access to the member area by email. Approved card payments are confirmed right away. Bank transfers are confirmed when the funds clear. If access does not arrive within 24 hours of confirmation, check your spam folder and write to team@consylion.org.
How long do I have access, and how can I use the files?
Access does not expire, and you can download the files for offline use. The license is individual. You may read the handbooks, print them for your own use, and fill in and adapt the spreadsheet and templates with your company's data. If you are a consultant, accountant, or manager, you may apply the tools with your clients and deliver the result of your work, not the files. You may not share, resell, or distribute the files or the access.
How do support and refunds work?
Support is by email at team@consylion.org, on business days, with a reply within 5 business days. It covers questions about access, files, and payment. It does not include consulting or advice on applying the material to your case. You can cancel within 14 days of your purchase, without giving a reason, and get the full amount back through the payment method you used. Send the request to the same email. The details are in the Refund Policy.
CONSYLION HANDBOOK SERIES
The 6 departments of your business, for less than the price of 8 single handbooks.
This handbook solves today's problem. The Series solves the next one, and the one after that, with nothing more to pay.
- 100 handbooks with 2,403 ready-made tools, to read on screen and download as PDFs
- 100 spreadsheets for Excel and Google Sheets
- 6 business areas
- Lifetime access, unlocked once payment is confirmed
One-time payment of $197.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.
Operations and Product · Nº 91
Run the operation on hours, not on memory
Your service is a promise someone on your team keeps later, at the client's site. This handbook gives you the tools, the spreadsheet, and a worked example to measure the work, size the team, and track every contract, so the client sees covered posts and requests handled on time.
See all 100 handbooks · $197.00
One-time payment of $29.00. The order form shows the final amount, with any taxes for your country, before you pay.
Digital delivery: PDF handbook, spreadsheet and access on the Consylion platform.
14-day money-back guarantee: if it isn't what you expected, request a full refund within 14 days of purchase.
Your order is processed by Digistore24, our authorized reseller. By purchasing, you accept the terms of use and purchase · refund policy.