Agency Operations Playbook

Produces the agency's own operating manual (onboarding, retainers, approvals, invoicing, QC, reporting, team, growth) and partner terms for white-label or sub-contracted delivery, calibrated to a Uganda and East Africa practice of one to ten people.

Use When

• A new client is signing on: 30-day onboarding checklist, communication channels and the first publishing cycle.
• The agency needs a project management system, a content approval protocol, a quality-control checklist and a reporting rhythm that work across every client.
• Invoicing rules, cash-flow controls, margins, client-concentration limits and the tax obligations to check.
• A client contract lets the client inspect our media bills, rebates and principal-media deals, or our staff's Google and Meta certificates are lapsing: records, disclosures and a renewal register must stand up to scrutiny.
• Our team of two to ten people needs role definitions, delegation rules, hiring stages and a growth roadmap, including AI revenue models such as database reactivation.
• Another agency asks for content delivered white-label under its brand, or work is being sub-contracted out: pricing, NDA, briefing standard, payment terms and exit.

Do Not Use When

• playbook-client-retainer-management for one client's scope, scope creep, monthly check-ins and renewal.
• playbook-daily-operations-routine for a manager's daily and weekly working blocks across accounts.
• biz-dev-pricing-menu for the priced service menu offered to prospects.
• Stop before signing contracts, sending invoices or committing to a white-label partner without the agency owner's written approval; deliver the draft terms for sign-off.

Required Inputs