Service delivery

Keep delivered service lines, review outcomes and evidence tied to an engagement. A consultant enters the service date, description, hours, rate, billable flag, engagement and team member. The calculated amount and delivery cost help the manager read value alongside effort.

• Record the work. A consultant enters the service date, description, hours, rate, billable flag, engagement and team member. The calculated amount and delivery cost help the manager read value alongside effort.
• Submit for review. A draft service line moves to submitted. The Service Entry Approval workflow checks that it is billable, has hours and has an engagement. A valid line becomes approved and writes both a review decision and an operation receipt.
• Resolve exceptions. A line that fails the check stays submitted and gets a failed operation receipt. The manager can inspect the record and correct the source before trying again. A rejected list also keeps lines marked rejected visible.

The team can follow each decision through its source record. References connect work to the client engagement, while statuses keep the current queue readable. Review a record before changing its status so the next person can understand why it moved.

Agree who submits lines, who corrects incomplete descriptions or engagement links, and how the team distinguishes a failed validation receipt from a recorded rejection decision. Set rate ownership before work starts. Keep record ownership clear when a colleague is away. Use the status lists during a pilot to make sure submitted items are visible to the person expected to act.

An engineer records four billable hours on an active engagement and submits the line. The review workflow validates its hours and engagement and records approval evidence. The manager sees it among approved lines that have not been invoiced. A second line fails validation; it remains submitted with a failed receipt. The manager reads the line and its receipt, corrects the source and reviews it again before billing.

The manager reads the service line beside its review decision and operation receipt. A failed receipt leaves the line submitted; a successful review moves it to approved. Billing Specialist uses Approved Not Invoiced to find accepted lines, then checks the engagement and amount before preparing the billing handoff.

• Approved Not Invoiced — Approved service lines ready for billing review.
• Rejected Service Entries — Rejected lines that need the delivery team’s attention.

Follow the related process and review the data model when preparing a pilot.