Standard Operating Procedure (SOP): Project Delivery

For: WordPress Masters ([WEBSITE_URL])
Effective Date: [DATE]
Prepared By: [REPRESENTATIVE_NAME], [REPRESENTATIVE_TITLE]

Purpose

This SOP outlines the standardized process for delivering client projects through WordPress Masters, a WP Experts Marketplace. It ensures consistent quality, timely delivery, and client satisfaction while maintaining operational efficiency and profitability.

Scope

This SOP applies to all projects initiated through WordPress Masters, including but not limited to:
- WordPress website development
- Plugin customization
- Theme design and development
- Performance optimization
- Security hardening
- Ongoing maintenance and support

It is intended for use by project managers, developers, designers, quality assurance (QA) specialists, and client success managers.

Definitions

• Project Manager (PM): The individual responsible for overseeing the project lifecycle.
• Client Success Manager (CSM): The primary point of contact for the client.
• Milestone: A significant project checkpoint tied to deliverables.
• Change Request (CR): A formal request to modify the project scope, timeline, or deliverables.
• Acceptance Criteria: Predefined conditions that must be met for deliverables to be approved.

Responsibilities

Procedures

1. Project Initiation and Scoping

Objective: Define project scope, deliverables, and timelines.
Steps:
1. Client Onboarding:
- CSM schedules a kickoff call with the client within 2 business days of contract signing.
- Gather client requirements using the [COMPANY_NAME] Project Brief Template.
- Confirm project goals, target audience, and key features.

2. Scope Documentation:
   - PM drafts the Scope of Work (SOW) document, including:

   • Deliverables list (e.g., "Custom WordPress theme with 5 templates").
   • Timeline (e.g., "4 weeks from kickoff").
   • Budget (e.g., "$5,000 fixed fee").
   • Obtain client approval via email or project management tool (e.g., Trello, Asana).

3. Resource Allocation:
   - PM assigns team members based on skillset and availability.
   - Use [TOOL_NAME] (e.g., Teamwork, Monday.com) to track resource allocation.

Timeline: 3 business days from contract signing.

2. Milestone Planning

Objective: Break the project into manageable phases with clear deliverables.
Steps:
1. Identify key milestones (e.g., "Wireframe approval," "Beta site delivery").
2. Assign deadlines and responsible team members for each milestone.
3. Share the milestone plan with the client for approval.

Example Milestone Plan:
| Milestone | Deliverable | Deadline | Responsible Party |
|------------------------|------------------------------|----------------|-------------------|
| Wireframe Approval | Wireframe designs for 5 pages | [DATE] | Designer |
| Beta Site Delivery | Fully functional beta site | [DATE] | Developer |
| Final QA and Launch | Live website | [DATE] | QA Specialist |

3. Client Communication Protocols

Objective: Maintain transparent and consistent communication with clients.
Steps:
1. Weekly Updates:
- PM sends a weekly progress report via email or project management tool.
- Include completed tasks, upcoming tasks, and any risks or blockers.

2. Meeting Cadence:
   - Schedule bi-weekly check-ins with the client.
   - Use Zoom or Google Meet for virtual meetings.

3. Escalation Path:
   - If issues arise, escalate to the CSM for resolution.
   - For technical blockers, involve the Lead Developer.

4. Quality Assurance Checkpoints

Objective: Ensure deliverables meet quality standards and client expectations.
Steps:
1. QA Specialist reviews each milestone deliverable against the acceptance criteria.
2. Use tools like BrowserStack for cross-browser testing and GTmetrix for performance checks.
3. Document QA findings in [TOOL_NAME] (e.g., Jira, ClickUp).
4. Resolve issues before presenting deliverables to the client.

Metrics:
- Zero critical bugs in final deliverables.
- Page load time under 3 seconds for optimized sites.

5. Change Request (CR) Procedures

Objective: Manage scope changes without disrupting project timelines or budgets.
Steps:
1. Client submits a CR via email or project management tool.
2. PM evaluates the impact on scope, timeline, and budget.
3. PM updates the SOW and shares a revised quote with the client.
4. Work on the CR begins only after client approval.

Example CR Pricing:
| Change Type | Estimated Hours | Cost ($50/hour) |
|------------------------|-----------------|-----------------|
| Add new page template | 5 | $250 |
| Custom plugin feature | 10 | $500 |

6. Deliverable Acceptance Criteria

Objective: Define conditions for client approval of deliverables.
Criteria:
- All features outlined in the SOW are functional.
- No critical or high-priority bugs remain.
- Design matches approved mockups with no deviations.
- Performance metrics meet agreed benchmarks (e.g., Google PageSpeed score > 85).

Steps:
1. PM submits deliverables to the client for review.
2. Client has 3 business days to provide feedback or approval.
3. If revisions are needed, address them within 2 business days.

7. Project Closure and Retrospective

Objective: Finalize the project and identify lessons learned.
Steps:
1. Conduct a final walkthrough with the client to ensure satisfaction.
2. Deliver all project files (e.g., source code, design assets) via a secure link.
3. Send a project closure email, including:
- Final invoice (if applicable).
- Maintenance and support options.

4. Internal Retrospective:
   - PM schedules a team meeting to review project performance.
   - Document lessons learned in the [COMPANY_NAME] Retrospective Log.

8. Documentation Requirements

Objective: Maintain comprehensive records for future reference.
Required Documents:
- Signed SOW and CRs.
- Milestone plans and progress reports.
- QA test results.
- Final deliverables and client sign-off.

Storage:
- Use [TOOL_NAME] (e.g., Google Drive, Dropbox) for centralized document storage.
- Retain records for a minimum of 3 years.

Metrics and Review Cadence

Key Performance Indicators (KPIs):
- On-time delivery rate: 95% or higher.
- Client satisfaction score: 4.5/5 or higher.
- CR approval turnaround: 2 business days or less.

Review Schedule:
- Quarterly review of project delivery processes by the Operations Manager.
- Annual client feedback survey to identify improvement areas.

Escalation Path

• First Level: Project Manager
• Second Level: Client Success Manager
• Final Level: Operations Manager

This SOP is designed to ensure that WordPress Masters consistently delivers high-quality projects that meet or exceed client expectations. For questions or clarifications, please contact [EMAIL] or [PHONE].