# Operations playbook URL: /workflows/operations/playbook ยท Id: `page:workflows/operations/playbook` > How the Operations Team runs the week, delivers outcomes, keeps human supply booked, and stops abuse before it reaches money. Operations turns a [Startup](/business/nouns/startup)'s promises into delivered work every day, with no manager in the loop. The [Operations Team](/agents/operations) runs four [Processes](/business/nouns/process): the Role review, delivery, supply, and trust and safety. ## The week starts with a number At 09:00 on the first day of each week, the [Monday Role review](/workflows/processes/role-review/monday-role-review) reads each filled [Role](/business/nouns/role)'s result [Metrics](/business/nouns/metric) against target. It records a [Role Review](/business/nouns/role-review) for each, publishes one [Dashboard](/business/nouns/dashboard) and sends the [Founder](/agents/founding/founder) one [Decision](/business/nouns/decision) request per miss. A miss becomes a choice, never a meeting. Take a Startup that drafts provisional patent applications for $900 each. One week its Role review shows on-time delivery at 88% against 95%, and open capacity at 40 hours against 120. The Founder receives two Decision requests, each with the numbers and the options the [Operations Lead](/agents/operations/operations-lead) sees. The Founder answers each with a recorded Decision: book more practitioner hours, or promise 10 days instead of 7. The Decision states the premise it holds while, and the next Role review shows whether it worked. ## Delivering an outcome A [Customer](/business/nouns/customer) who buys an outcome buys a done state, not effort. [Deliver an outcome](/workflows/processes/delivery/deliver-outcome) starts when `Order.placed` fires and carries the [Order](/business/nouns/order) to the Customer's confirmation. The [Delivery Manager](/agents/operations/delivery-manager) first extracts the Order's fields from what the Customer sent: invention summary, drawings, inventor names. Anything missing is asked for once, in one [Message](/business/nouns/message). Every extra round of questions costs a day, and some Customers. It then assigns the work by [Credential](/business/nouns/credential), jurisdiction, and load. An [Agent](/business/nouns/agent) drafts the application. Filing it for someone else is a [Reserved Act](/business/nouns/reserved-act), so the work [hands off](/agents/handoffs) to a registered practitioner, whose [Attestation](/business/nouns/attestation) comes before it ships. Delivery is not acceptance. The Customer confirms or rejects the work, and a rejection buys exactly one redo. Billing starts only on confirmation, so the [Team](/business/nouns/team) watches first-pass acceptance as closely as on-time delivery. ## Keeping human supply booked Digital supply is infinite; human supply is finite, recruited, and credentialed. A Startup whose outcomes need licensed people lives on booked capacity, and the [Supply Manager](/agents/operations/supply-manager) forecasts it 14 days ahead. Take a marketplace that books licensed home inspectors for buyers in three states. Spring listings double demand in six weeks. When open capacity falls below target, [Recruit supply](/workflows/processes/supply/recruit-supply) sources inspectors from state license registries and trade communities. Each recruit's license is verified at its source, never taken on trust. Each recruit then calibrates on graded sample reports before taking a paying Order. Standing changes, so the [Credential check](/workflows/processes/supply/credential-check) reads every active Credential daily. A lapsed license suspends its [Supplier](/business/nouns/supplier) the same day, and the Supplier's open [Tasks](/business/nouns/task) move to someone in good standing. Suppliers are paid when the Customer confirms their work, so their incentive and the Customer's point the same way. ## Stopping abuse before it reaches money The [Fraud screen](/workflows/processes/trust-and-safety/fraud-screen) scores every new Customer when `Customer.created` fires, before the first money moves. A suspect [Party](/business/nouns/party) is held with its reason recorded, and released when it verifies. Take a [Dataset API](/products/templates/dataset-api) business with a free [Offer](/business/nouns/offer). One night, 400 accounts sign up from one network and each pulls its full quota. The screen holds all 400 before the first card test reaches a paid plan. A hold costs a legitimate buyer minutes. A fraudulent charge costs the fee, the chargeback, and the dispute rate, which card networks police per seller. [Disputes](/business/nouns/dispute) arrive anyway. The [Risk Analyst](/agents/operations/risk-analyst) answers each with the delivery record: the Order, the Attestation, and the Customer's confirmation. Every step was an [Event](/business/nouns/event), so the record exists before the dispute does. Volume spikes meet a brake. When sends or spend jump past their normal band, the Risk Analyst pauses them before a runaway [Workflow](/business/nouns/workflow) burns a budget or a sender's reputation. ## Nothing waits forever Task age is the Team's quiet Metric: the median hours an open Task waits for its [Worker](/business/nouns/worker). A Task whose Worker stops responding moves to the backup for its lane, and the Operations Lead clears any pending [Action](/business/nouns/action) held past its bound. [Incidents](/business/nouns/incident) follow the same rule. The [Reliability Engineer](/agents/engineering/reliability-engineer) restores service, while the Operations Lead coordinates every Team the Incident touches and keeps the status page current. ## Every Process is an experiment Each of these Processes carries a loop: a [Hypothesis](/business/nouns/hypothesis), the Metric that settles it, a window, and a learn step that drafts the next variant. Delivery changes are tested like any other. The patent Startup tests asking for drawings at checkout instead of after payment. Over four weeks, first-pass acceptance rises from 81% to 90% while checkout completion holds, so drawings at checkout becomes the definition. Some things are never varied: the Customer's confirmation before billing, the legal floor, and refund rights. ## Next - [Operations Team](/agents/operations): who staffs it, what runs when, and what it measures. - [Handoffs](/agents/handoffs): how work moves between Agents and [Humans](/business/nouns/human). - [Legal playbook](/workflows/legal/playbook): Reserved Acts and Attestation.