Service delivery

Consultant creates a service entry for work delivered on a client engagement. The line records a service date, description, hours, rate, billable flag, team member, and engagement. Its calculated amount and delivery cost give the delivery manager a view of the value and cost of the work. A Draft line can be corrected before submission triggers the approval check.

The Service Entry Approval workflow handles submitted lines. It checks that the line is billable, has hours, and has an engagement. A valid submission moves to Approved and records a Review Decisions row and an operation receipt. If a guard fails, the line stays Submitted and the operation receipt records Failed. Service Reviewer follows that exception with the Consultant rather than treating a failed operation as approval.

• Delivery line. Service Entries records what was done, when, for which engagement, by whom, and at what rate.
• Decision trail. Review Decisions records the decision, reviewer reference, date, and notes written by the service approval operation.
• Operation result. Operation Receipts separates a successful service approval from a failed attempt so the handoff can be checked later.

Name the Service Reviewer for each engagement. Agree how that person checks approved lines and failed submissions against the description, hours, rate, billable flag, and agreed scope. Define who corrects a line that fails the guard and how the reviewer sees it again. A Failed receipt should prompt a correction, not an invoice.

Decide when approved service value is ready for billing review. Approved and Invoiced are distinct statuses; approval of delivery alone does not mean money has been collected. Billing Specialist should reconcile approved lines with invoiced service amount and the engagement’s remaining value before taking an invoice action in the team’s billing process.

A Consultant records ten billable hours of design work at $150 per hour against an Active engagement. They submit the line. The approval operation moves it from Submitted to Approved and writes a decision and successful receipt. Service Reviewer checks the resulting line against the client work. Billing Specialist finds it in Approved Not Invoiced and compares the amount with the engagement’s approved and invoiced service totals.

Now repeat the attempt with no engagement. The workflow leaves the line Submitted and writes a Failed receipt. Consultant links the correct engagement before submitting the line again. The team should be able to distinguish the failed attempt from a rejection decision and from a genuinely approved line. For a line that is Rejected, Rejected Service Entries gives the manager and reviewer a separate correction queue.

• Approved Not Invoiced — Reviewed service value waiting for billing attention.
• Rejected Service Entries — Lines that need correction or a delivery discussion.

See delivery review and client work to collection. Review the data model for the linked records.