The Work
Nine workflows — built from six years inside a live operation and from systems I designed and run myself. Each one starts with a gap I found. Each one ends with a system that closes it.
Tool-Agnostic
Built for these tools.
Adaptable to yours.
These systems were designed for specific tools — but the gaps they solve exist in every operation. If your business runs on different software, the diagnosis is the same. The implementation changes. The method doesn't.
How It All Connects
No workflow was designed in isolation. Each one feeds something downstream or depends on something upstream.
Get money moving cleanly
Make sure the back-end runs smoothly
All source systems push here.
Leadership always sees current data.
Calculate → Generate → Send
Reads approved, rate-applied time entries.
Writes invoiced amounts to Financial DB.
Feeds AR balance to Report Dashboard.
Monitor → Alert → Renew
Runs on 1st of month for all retainer clients.
Alerts at 80% hours consumed.
Renews within 60 days of contract expiry.
Critical Integration Points
Contract signature fires two simultaneous downstream actions: project record created and invoice schedule seeded — no human in the loop.
Trigger: E-signature status = Completed
Approved time entries have billing rate and cost rate applied automatically, writing billable amount and labor cost before invoicing runs.
Trigger: Time entry status = Approved
A single Airtable entry triggers SOP drafting, Confluence publishing, team notification, and quiz assignment — no second manual step.
Trigger: SOP form submitted in Airtable
Invoice payments received update AR balance and cash inflow, adjusting the 30/60/90-day forecast live.
Trigger: Payment status = Received
Logged hours tracked against project budget in real time. At 90% consumed, the project manager is alerted before the client is surprised.
Trigger: hours_logged / budget_hours >= 0.90
Monthly retainer audit aggregates hours used vs contracted. Overage triggers invoice automatically. Renewal prompt fires at 60 days to expiry.
Trigger: 1st of month — all retainer clients
Phase 1 · Foundation
Get money moving cleanly. Revenue, billing, client intake. Four workflows that form the financial floor everything else runs on.
Phase 2 · Work Engine
Systematise delivery. Project lifecycle, time tracking, payroll, and knowledge management — all connected, all triggered, none manual.
Phase 3 · Intelligence
Make the whole system visible. Retainer monitoring, live dashboard. Decisions get made on current data, not last week's.
All Nine Workflows
Email Triage
Leads were being confirmed in email and never making it to the CRM.
Customer Onboarding
The workflow stopped at the e-signature. Everything downstream was manual.
Invoice & Billing
Every invoice required someone to manually look up rates and do the math.
Collections & AR
Unpaid invoices were being tracked by memory, not by system.
Project Management
Four breakpoints in the project lifecycle — none of them connected.
Time Approval & Payroll
Hours, rates, and payroll were three disconnected manual steps in the same chain.
SOP & Knowledge Management
Every process change required three separate manual tasks — and they never landed in sync.
Customer Retainer
Retainer clients were going over their hours without anyone noticing.
Report Dashboard
The dashboard existed, but it updated on manual refresh.
Linh Pham · Operations Analyst · 9 Workflows · 3 Phases
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Operations Workflow Architect for Small Business
Building the systems that run your business while you sleep.
© 2025 Linh Pham · Based in Canada · Remote Worldwide