Document 10 of 10
The Toolkit
Every template, script, role kit, and glossary entry, ready to copy and use.
This is the reference shelf. Everything the rest of the Global OS points to lives here: the template for writing an SOP, the structure of a Good Job Library, a scaffold for role starter kits, a glossary for the metrics you will track, and a directory of every copy-and-download template across the ten documents.
Nothing here is meant to be read front to back. Grab what you need, use it, and come back.
Type
Reference
Use
Grab and go
Contains
Templates, kits, glossary
Series
Document 10 of 10
Section 00
The SOP Template
An SOP should feel like a product: well designed, easy to use, impossible to misread. Every SOP includes the same parts, so anyone can pick one up cold and execute. Every repeated question becomes a documented answer; every repeated mistake becomes an improved SOP. That is how training stops being an event and becomes a system.
| Part | What it captures |
|---|---|
| Purpose | Why this process exists, in one line |
| Owner and reviewer | Who keeps it current |
| Tools and logins | What software is needed and where the credentials live |
| Steps | Numbered, specific, do-this-then-that instructions |
| Quality checklist | What to confirm before marking the task done |
| Troubleshooting | If this happens, then do that |
| Last updated | The date, so anyone can trust it is current |
Standard Operating Procedure
Header
- SOP title
- Owner
- Last reviewed
- Last updated
Purpose
- Why this process exists
Who this is for
- Roles that use this SOP
Tools required
- Tool 1
- Login location
- Tool 2
- Login location
- Tool 3
- Login location
Process steps
- Step 1
- Step 2
- Step 3
- Continue as needed
Quality checklist (confirm before marking done)
- Confirm 1
- Confirm 2
- Confirm 3
Troubleshooting
- If this happens
- then do that
- If this happens
- then do that
- If this happens
- then do that
Related resources
- Good Job Library example
- Related SOP
- Training video
Section 01
The Good Job Library
The Good Job Library is a curated archive of gold-standard outputs, one perfect example per recurring task. Before submitting work, a team member finds the matching example and checks their own against it. It is the difference between hoping work is good and knowing it meets the bar.
01
Complete the task to the SOP
02
Find the gold-standard example
03
Compare and adjust
Build it by accretion. Every time someone does a task exceptionally well, save it. Organise by task type, label clearly, and keep it current.
| Folder | Gold-standard examples |
|---|---|
| Customer Support | Perfect ticket resolution (two examples) |
| Sales | Cold outreach email that converted, discovery call notes template |
| Marketing | High-performing social post, blog post with strong engagement |
Section 02
Role Starter Kits
A Role Starter Kit is the pre-built onboarding for a role. Rather than reinventing Day One each time, you fill one kit per role and reuse it for every hire into that seat. Each kit holds the same fields.
| Field | What goes in it |
|---|---|
| Primary outcome | The single most important thing the role produces |
| Core responsibilities | The 3 to 5 recurring tasks the role owns |
| Day One first win | One task completable in 24 hours, tied to the role |
| Week One tasks | Two supervised tasks, with SOP and Good Job links |
| Week Two process | The first process the hire takes ownership of |
| Key metrics | The numbers the role is measured on, from the glossary |
| SOP and Good Job links | The documents the hire references daily |
Customer Support Rep
Example starting point
Process customer tickets to a set daily volume and resolution time, for example 50 tickets a day with resolution under 4 hours.
The ticket queue, Slack inquiries, and CRM updates after every contact.
Ticket resolution rate, resolution time, customer satisfaction, and response time.
Sales Rep
Example starting point
Build and move a pipeline: answer inquiries, follow up, and progress deals to a target.
Inbound inquiries, the follow-up cadence, and CRM pipeline hygiene.
Response time, follow-up rate, pipeline created, and conversion.
Operations Manager
Example starting point
Keep operations running: schedule work, route people, and make sure jobs are staffed correctly.
Scheduling, routing, staffing, and exception handling.
On-time scheduling, coverage, and exceptions resolved.
Section 03
The Metrics Glossary
Track a small number of metrics well rather than many badly. Each metric needs a plain definition, a data source, and a target you set for your business. Below are the core metrics named across this playbook; extend the list per role.
| Metric | What it measures | Where it comes from |
|---|---|---|
| Ticket resolution rate | Share of tickets fully resolved in a period | Helpdesk reporting, for example Zendesk |
| Resolution time | Average time from ticket open to resolved | Helpdesk reporting |
| Response time | Time to first response to a message or ticket | Helpdesk or Slack analytics |
| Customer satisfaction (CSAT) | Customer-rated satisfaction after a contact | Post-contact survey |
| Pipeline created | Value or count of new opportunities added | CRM reporting, for example HubSpot |
| Conversion rate | Share of opportunities that close won | CRM reporting |
Section 04
The Template Directory
Every copy-and-download template in the Global OS, and where to grab it. Each one has a Copy button and a Download button on its home page.
| Template | Lives in |
|---|---|
| Expectations Agreement | Doc 02, The Expectations Agreement |
| Week One Scorecard | Doc 05, The First 30 Days |
| 30-Day Performance Review | Doc 05, The First 30 Days |
| One-on-One Meeting Notes | Doc 06, Leading People |
| Performance Improvement Plan | Doc 06, Leading People |
| Meeting Notes | Doc 07, Rhythms & Standards |
| Performance Issue Documentation | Doc 09, Accountability & Risk |
| Termination Checklist | Doc 09, Accountability & Risk (interactive) |
| SOP Template | Doc 10, this document |