Hammonds Operational Workflow Draft V1

Prepared from working discussion with Jaco Snyman | Draft version for review

1. Purpose

This draft captures the current Hammonds operational workflow for enquiries, quoting, order capture, custom manufacturing, picking, packing, delivery, collections, and invoicing. The purpose is to create a clear shared working document that can later be refined into a formal SOP, implementation checklist, and training guide.

2. Product Structure

2.1 Main product groupings

• Sanitaryware
  • Cabinet basins
  • Art / freestanding basins
  • Wall-hung basins
  • Toilets
• Cabinets
  • Standard stock cabinets
    • Universal Cabinets
    • Pammy Cabinets
    • Jackie Cabinets
    • Madeira Cabinets
    • Japan Cabinets
    • Mirror Cabinets
    • Tallboy Cabinets
• Custom-made cabinets
• Spares
  • Toilet seats
  • Flushing mechanisms
  • Fixation bolts
  • Overflow rings
  • Other replacement components

3. Systems and Source of Truth

3.1 Source of truth by area

• Customers: Sage / Pastel for accounting and customer master data; ClickUp holds additional sales-rep and coordination details.
• Orders: BoB is the operational order record.
• Products: Product brochures and operational product setup support day-to-day use; standard product size variances are not usually operationally critical within small tolerance.
• Pricing: Pricelist supported by product costing sheets and cabinet calculators.
• Factory tasks: ClickUp is the primary production workflow tracker for custom units.

4. Enquiries and Quoting

4.1 Standard stock enquiries

1. Customer requests a standard stock item, often telephonically.
2. Staff provide pricing from the standard pricelist.
3. A quote is created on BoB.
4. The quote is sent electronically to the customer.

Best practice: Even if a customer only asked for a verbal price, the quote should still be sent electronically to keep a clear written record and reduce later disputes.

4.2 Custom-made unit enquiries

1. Gather all relevant custom unit information from the customer.
2. Create a quote on BoB based on the custom requirements.
3. Send the quote electronically to the customer.

5. Order Capture and Approval

1. When an order is received, it goes to Leugene.
2. Leugene checks whether a quote has already been created on BoB.
3. If no quote exists, Leugene creates the quote on BoB.
4. Janice checks and approves the quote.
5. Leugene converts the approved quote into a Sales Order.
6. Once the sales order is created, the order appears in the ClickUp list BoB Inbound.

5.1 BoB Inbound responsibilities

• BoB Inbound is used for all orders.
• When the order arrives in BoB Inbound, Janice or Jaco change the custom fields for Category and Top.

6. Custom Manufacturing Workflow

6.1 Factory handoff setup

1. For a custom-made unit, a manual spec sheet is created for the factory.
2. The spec sheet allows the factory to track and verify the unit throughout the process.
3. Jaco checks the spec sheet against:

• the ClickUp task, and
• the actual customer order received.

This check is used to confirm that what is on BoB and ClickUp matches the order requirements.

6.2 Jaco check trigger

After Jaco completes the verification, he changes the relevant ClickUp custom field status to Jaco Checked.

This triggers a duplicate and dependent task in the Hammonds Specials list.

6.3 Hammonds Specials responsibilities

• Hammonds Specials is used only for manufacturing/custom items.
• It includes additional columns such as fittings required for each cabinet.
• The BoB Inbound and Hammonds Specials boards are connected, and the custom field status remains aligned between them.

6.4 Production steps

1. Abdul creates the cutting list for required melamine.
2. Abdul cuts the MDF and adds patterns onto panels if required.
3. Once MDF is cut, Abdul changes the custom field Cut = Done.
4. This automatically changes the custom field Status = Wrapping Station.
5. Abdul also changes the Mel custom field to Mel ordered.
6. The cut MDF panels move to the wrapping station.
7. PVC wrapping is applied, first the back, then the front and sides.
8. Once wrapping is complete, Jaco changes Wrap = Done.
9. This changes the status to Assembly Station.
10. Allen assembles the cabinet.
11. After assembly, Jaco changes Assemble = Done.
12. This changes status to Cleaning.
13. At the cleaning stage, ClickUp triggers BoB to print a label and read the cabinet into stock on BoB and Pastel / Sage.
14. Once the cabinet is labelled, cleaned, packaged, and barcoded, Jaco changes the final status to P/B.

6.5 Purpose of the factory spec sheet

The spec sheet is the factory’s reference to verify that the cabinet being built is correct at every stage.

• Abdul checks what must be cut according to the spec sheet and ClickUp.
• Elijah checks that the colour is correct and whether a pattern is required.
• Allen checks that patterns and colour are correct before and during assembly.

7. Roles and Field Ownership

8. Picking, Packing, Delivery and Collection

8.1 Picking

1. Office staff check orders on BoB to see which orders can be picked.
2. BoB shows orders for the specific customer and which items have stock available.
3. Staff pick the available items on BoB.
4. A picking slip is printed.
5. Martin or George use the picking slip to pick stock and move it to the delivery / collection area.

8.2 Packing

1. Once items are at the delivery / collection point, Leugene packs the items together with George.
2. They ensure everything is loaded for the correct delivery area.
3. During picking and packing, items must be scanned by barcode.
4. If a wrong item is scanned, the system identifies it as incorrect so the right item can be loaded instead.

8.3 Delivery

1. Once the truck is packed, a delivery / shipping note is printed.
2. At the customer, the shipping note and relevant items must be scanned.
3. This ensures the correct items are delivered to the correct customer.
4. Only once the delivery note is scanned and delivered quantities are confirmed does BoB trigger Sage to create an invoice for the items actually delivered.

8.4 Collection

The same overall flow applies to collections. The main difference is that where a customer is collecting, or where a COD customer bought directly from the showroom, staff can use a quick fulfil button.

Quick fulfil creates:

• picking,
• packing, and
• shipping note creation

in one process.

8.5 Scanning principle

The practical rule is that the item is scanned when it enters the fulfilment process and again when the customer receives or loads the goods and signs the ePOD.

9. Payment and Invoice Trigger

• Invoice creation trigger: invoice is created only once the item is delivered or collected and the ePOD is signed.
• COD terms: 50% deposit and 50% before collection or release.
• EFT terms: payment must reflect in the bank account before goods can be released.
• Yoco: can be used as payment method.
• Merchants: most merchants are on 30-day account terms; merchants not on account are treated the same as COD customers.
• Release authority for COD/non-account orders: Janice or Nicolette can confirm that payment has reflected and the goods may be released.

10. QC and Control Points

The current process already contains several practical quality-control checkpoints:

• Quote approval before conversion to sales order
• Jaco comparison of spec sheet, ClickUp, and actual order
• Abdul check against spec sheet for cutting requirements
• Elijah colour and pattern check
• Allen colour and pattern check during assembly
• Barcode validation during picking and packing
• Delivery / collection scan confirmation with signed ePOD before invoicing

In the final SOP version, these checkpoints should be made even more explicit as formal release gates.

11. Open Items for Later Refinement

• Exceptions handling: returns, damages, substitutions, failed deliveries, order amendments after approval
• More formal bottleneck analysis
• More explicit readiness criteria before goods move to delivery / collection
• Automation mapping between ClickUp field changes and downstream system actions
• Training version for staff by role

12. Draft Status

This is a working draft compiled from the current discussion and is intended for review, correction, and formalisation.