Redacted client audit
Shared with client permission. Identifying details have been removed. Reclaimable hours are estimates from the audit, not measured results or a guarantee.

Roofing Company

Team24 people
Work mixResidential replacements, repairs & insurance work
38reclaimable hours / month
Executive summary

What we found and what to do about it.

38 hrsestimated reclaimable capacity each month
58hours of recurring friction identified each month
7specific workflow problems identified
3quick wins that can start this week
Main finding
Most friction appears after the sale. Production coordinators spend time turning sold jobs into build-ready jobs, aligning materials and crews, and assembling completion packets afterward.
Largest issue
Sold-job handoff is the largest recurring loss because production often receives incomplete scope, color, permit, financing or insurance information.
Operational risk
The company is exposed to margin and customer-experience problems when a job reaches production before the file is complete.
Recommended decisionCreate a build-ready gate this week, then standardize material ordering and crew closeout.
This week

Quick wins that can be done in 5 working days.

These are intentionally small. The goal is to produce visible improvement now, not begin a six-month project.

1

Define the build-ready gate

Stop incomplete jobs from entering production.

OwnerSales + production
Setup2–3 hours
2

Require crew closeout photos

End next-day chasing for completion documents.

OwnerProduction manager
Setup1–2 hours
3

Create weather-delay messages

Reduce customer-update workload on schedule-change days.

OwnerProduction coordinator
Setup60 minutes
By the end of the week: these changes should be live, tested on real work, and producing baseline data we can compare against next month.
The Friction List

All seven findings, ranked.

The list separates the amount of friction happening today from the portion we believe can realistically be removed.

#FrictionCurrentReclaimable
01Sold jobs reach production before they are build-ready14 hrs/mo9.5 hrs
02Material ordering is rebuilt from job notes10 hrs/mo7 hrs
03Completion packets are assembled after the crew leaves9 hrs/mo6 hrs
04Insurance supplement documentation is scattered8 hrs/mo5 hrs
05Production schedule changes trigger many calls7 hrs/mo4.5 hrs
06Commission reconciliation happens late6 hrs/mo3.5 hrs
07Repair leads are not nurtured consistently4 hrs/mo2.5 hrs
Total58 hrs/mo38 hrs/mo

Priority matrix

Higher is more operational impact. Further right means more implementation effort.

Impact ↑
Do first
Plan carefully
Easy, lower return
Defer
1Build-ready gate
2Material ordering
3Crew closeout
4Insurance supplement documentation is scattered
5Production schedule changes trigger many calls
6Commission reconciliation happens late
7Repair leads are not nurtured consistently
Implementation effort →
Findings + fixes

What is happening, how to fix it, and how to know it worked.

01

Sold jobs reach production before they are build-ready

Do first
Evidence: Production frequently follows up for color selections, scope clarifications, financing status or missing documents after the sale is marked complete.
Current 14 hrs/mo Reclaimable 9.5 hrs/mo Effort Low Owner Sales manager + production
Recommended fix

Create a build-ready gate before production scheduling.

Production frequently follows up for color selections, scope clarifications, financing status or missing documents after the sale is marked complete.

How to fix it

  1. Define the fields/documents that must be complete before production accepts the job.
  2. Return incomplete files to sales immediately rather than fixing them downstream.
  3. Track the percentage of sold jobs rejected at the gate for four weeks.
Success measure: Sold jobs returned for missing information after scheduling → target under 5%.
Today
Sale closed → production reviews → missing detail → salesperson/customer chased
→
After
Sale closed → build-ready gate → complete file → production scheduling
02

Material ordering is rebuilt from job notes

High priority
Evidence: Orders depend on coordinators translating scope and measurements into supplier requests each time.
Current 10 hrs/mo Reclaimable 7 hrs/mo Effort Medium Owner Production coordinator
Recommended fix

Use standardized material-order templates by roof system.

Orders depend on coordinators translating scope and measurements into supplier requests each time.

How to fix it

  1. Create templates for the top three roof systems.
  2. Pre-fill standard components and allow only job-specific quantities/options to vary.
  3. Have production review exceptions rather than rebuild every order.
Success measure: Average material-order prep time → reduce by 30–40%.
Today
Scope reviewed → coordinator builds order → re-check → supplier order
→
After
Roof system selected → template populated → quantities reviewed → send
03

Completion packets are assembled after the crew leaves

High priority
Evidence: Photos, warranty information and final documents are collected after installation when crews have moved on.
Current 9 hrs/mo Reclaimable 6 hrs/mo Effort Low Owner Production manager
Recommended fix

Make documentation part of crew closeout.

Photos, warranty information and final documents are collected after installation when crews have moved on.

How to fix it

  1. Define required final photos/documents.
  2. Require them before the crew marks the job complete.
  3. Auto-assemble or checklist the customer completion packet from those items.
Success measure: Completed jobs missing closeout documentation the next day → target zero.
Today
Crew finishes → office chases photos/docs → packet built later
→
After
Crew finishes → required closeout captured → packet ready
04

Insurance supplement documentation is scattered

Medium impact
Evidence: Photos and supporting documents are stored across job notes and phones.
Current 8 hrs/mo Reclaimable 5 hrs/mo Effort Medium Owner Supplement team
Recommended fix

Use one supplement evidence folder/status per claim.

Photos and supporting documents are stored across job notes and phones.

How to fix it

  1. Define the required evidence set for common supplement types.
  2. Store every photo/document against the claim record.
  3. Track submitted, pending and paid status in one queue.
Success measure: Time spent locating supplement evidence → reduce by 50%.
Today
Supplement needed → search notes/photos/messages
→
After
Claim record → evidence set already organized
05

Production schedule changes trigger many calls

Medium impact
Evidence: Weather and crew changes require manual customer notifications.
Current 7 hrs/mo Reclaimable 4.5 hrs/mo Effort Low Owner Production coordinator
Recommended fix

Trigger delay/reschedule messages from schedule changes.

Weather and crew changes require manual customer notifications.

How to fix it

  1. Create weather-delay and crew-delay templates.
  2. Send automatically when the production date moves.
  3. Give staff an exception list for customers who need personal handling.
Success measure: Manual customer update calls on reschedule days → reduce by 60%.
Today
Schedule changes → coordinator calls customers one by one
→
After
Schedule changes → standard update sends → exceptions called
06

Commission reconciliation happens late

Medium impact
Evidence: Sales commissions require manual checks against job completion and collected funds.
Current 6 hrs/mo Reclaimable 3.5 hrs/mo Effort Medium Owner Accounting
Recommended fix

Create a commission-ready exception report.

Sales commissions require manual checks against job completion and collected funds.

How to fix it

  1. Define the exact conditions for commission eligibility.
  2. Generate a report of jobs that meet or fail those conditions.
  3. Have accounting resolve only exceptions.
Success measure: Manual commission research per pay cycle → reduce by half.
Today
Pay cycle → accounting checks job/payment records manually
→
After
Eligibility report → exceptions reviewed
07

Repair leads are not nurtured consistently

Low impact
Evidence: Smaller repair estimates receive uneven follow-up.
Current 4 hrs/mo Reclaimable 2.5 hrs/mo Effort Low Owner Sales coordinator
Recommended fix

Use automated repair-estimate follow-up.

Smaller repair estimates receive uneven follow-up.

How to fix it

  1. Send 2-day and 7-day reminders.
  2. Stop on reply/approval.
  3. Escalate high-value repairs for personal follow-up.
Success measure: Repair estimates with no follow-up after 7 days → target zero.
Today
Repair estimate sent → follow-up depends on workload
→
After
Estimate sent → short cadence → response updates status
30-day plan

What to do after the quick wins.

Use the first month to implement, measure and decide what deserves deeper work.

Week 1

Protect production

Launch build-ready gate, crew closeout requirements and delay messages.

Week 2

Material templates

Create the top three material-order templates.

Week 3

Claims + commissions

Centralize supplement evidence and define commission eligibility.

Week 4

Measure

Track incomplete handoffs, ordering time and closeout-document misses.

Estimated monthly recovery38 hours

Start with the one-week quick wins, measure the result, then work down the Friction List in priority order.