# Knowledge transfer plan: operations coordinator

Northwind, a made-up online shop. Filled in at the end of week 4.

| | |
| --- | --- |
| Leaver | Dana, operations coordinator |
| Successor | Sam, operations assistant |
| Manager | Priya, head of operations |
| Plan start | 28 September 2026 |
| Last day | 23 October 2026 |

## Task inventory

| Task | Frequency | System | Guide recorded (date, where) | Tested by successor (date) | Exceptions noted |
| --- | --- | --- | --- | --- | --- |
| Export last month's paid orders | Monthly, first working day | Cartwell | Yes, 1 Oct, Ops procedures folder | 19 Oct, on September's orders | 2 |
| Issue refunds on approved requests | About 10 a month | Paynest | Yes, 6 Oct, Ops procedures folder | 14 Oct | 1 |
| Renew the carrier's rates | Yearly, November | Carrier portal | Walk-through, 30 Sep | Walked through, 21 Oct | 1 |
| Weekly stock report to purchasing | Weekly, Monday | Cartwell, scheduled | No: runs by itself | Moved to Sam's account, 14 Oct | 0 |
| Supplier emails in ops@ | Daily | Shared mailbox | No: shadowed in week 2 | Sam answered alone, 16 Oct | 0 |

## Accounts and access

| System | Role needed | Owner or admin | Access arranged (date) |
| --- | --- | --- | --- |
| Cartwell | Finance | Priya | 29 Sep |
| Paynest | Payments | Priya | 29 Sep |
| Carrier portal | Own login (Dana's is personal) | The carrier's account manager | Requested 30 Sep, received 5 Oct |
| ops@ mailbox | Member | IT | 29 Sep |

## Exceptions and contacts

| Who | For what | How to reach them |
| --- | --- | --- |
| Lena, finance lead | Owner of the export guide; customers on the old price list | Finance channel |
| The carrier's account manager | Yearly rate renewal | Through the carrier portal's contact form |

## Schedule

| Week | What happens |
| --- | --- |
| 1 (28 Sep) | Inventory and accounts list; access requested; carrier rates walked through; monthly export recorded on its real run, 1 Oct |
| 2 (5 Oct) | Refunds recorded, 6 Oct; exceptions noted on their steps; Sam shadows the ops@ mailbox |
| 3 (12 Oct) | Test runs, Dana watching without helping: refunds 14 Oct, ops@ 16 Oct; stock report moved to Sam's account |
| 4 (19 Oct) | Export tested on September's orders; carrier rates walked through again; sign-off on 22 Oct |

## Sign-off

Every task in the inventory has been done by the successor without help, or is marked as walked through. The carrier rates stay marked as walked through; Priya and Sam do them together in November.

Manager: Priya  Date: 22 October 2026