I’d probably document the field work first, but only because that’s where the customer experience can fall apart the fastest.
For us in renovations, the first things worth documenting are usually the repeatable site standards: how the site gets protected, how photos are taken, what gets checked before closing walls, how deficiencies are logged, how materials are received, and what needs to be communicated before the end of the day.
The admin side matters a ton too, but if the field process is inconsistent, the office ends up constantly reacting to problems after the fact.
I like your split between physical work and operations though. In construction, I’d almost add a third bucket: handoff points. The moments where information moves from sales to production, PM to crew, crew to client, or trade to trade. A lot of mistakes happen there. Learned that the hard way a long time ago.
I think focusing on field work first is the right move! The less call backs and complaints you have because of breakdown in processes out in the field will result in less admin time following up with the client, less angry calls your office staff needs to deal with, and less awkward conversations with your techs on how balls were dropped.
Beautifully said. Admin time is a huge drain that's better spent as a faucet to processes.
