Mason CompanyDignified bathroom safety

Aegis Operations

Startup Field SOP with detailed technician readiness in reserve

This page now starts with the short, must-follow SOP for live jobs. The full hiring, training, and QA readiness program remains below as the scale-up layer for later.

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Startup Field SOP

Short must-follow workflow for live Aegis jobs. This is the operating default for an early-stage team and covers only the non-negotiable field controls.

Step 1

Pre-visit confirmation

  • Confirm visit slot, address, package scope, and who will be present on-site.
  • Confirm technician kit readiness before leaving for the job.
  • Call the customer before arrival to reduce no-shows and confusion.

Step 2

Arrival and identity / OTP check

  • Introduce yourself clearly and show technician identity.
  • Complete arrival OTP or approved arrival verification before starting work.
  • Do not begin installation until arrival verification is complete.

Step 3

Bathroom safety inspection before work starts

  • Check wall condition, installable surfaces, water exposure, and movement zones.
  • Confirm the planned placement is safe and practical for the elder's movement.
  • Escalate before work starts if the planned solution cannot be installed safely.

Step 4

Installation and placement checks

  • Install only the approved scope and use safe anchoring / fitting methods.
  • Check alignment, stability, finish quality, and that no sharp edges or new hazards are introduced.
  • Keep the site controlled and clean during work.

Step 5

Photo and documentation proof

  • Capture clear before/after photos of the completed work.
  • Record what was installed and note any deviation from the original plan.
  • Make sure proof is saved before asking for job closure.

Step 6

Completion OTP, handover, and payment confirmation

  • Do a short walkthrough with the elder or family and explain safe usage.
  • Complete completion OTP or approved closure verification before leaving.
  • Capture payment mode and payment proof accurately for every paid job.

Stop and escalate if any of these happen

  • Unsafe wall, surface, or fixing condition
  • Mismatch between planned solution and what is safely installable on-site
  • Customer asks for work outside approved package scope
  • Arrival/completion OTP cannot be completed correctly
  • Payment mismatch or payment proof cannot be captured
  • Any situation where safe completion is not possible

Operating defaults

  • Doctor review is not a mandatory standard step in this startup SOP.
  • This SOP is the live-job default; the detailed readiness program remains a scale-up reference.
  • If there is any doubt about safety, stop work and escalate rather than improvising on-site.

Program Validation Snapshot

Reference checks for the longer readiness program kept below for future scale-up.

100

Scorecard Weight Total

14

Training Days

9

Field QA Checklist Items

18

Field QA Max Score

Scorecard weight validation passed (100/100).

Training day validation passed (14-day curriculum).

Detailed readiness program: hiring scorecard (100 points)

Scale-up reference with weighted domains and minimum gate of 3/5 in every domain.

DomainWeightTest MethodMinimum Gate
Installation quality (grab bars, raised seat, anti-slip)35Practical install on mock setup3/5
Safety + geriatric sensitivity20Risk spotting, placement logic, dignity handling3/5
Customer communication20Role-play with buyer and elder3/5
SOP discipline (OTP, checklist, documentation)15Process simulation3/5
Digital fluency (CRM/app/payment capture)10App workflow execution3/5

Pass Rules

  • Weighted score must be >= 75/100.
  • No scorecard domain can be below 3/5.
  • Any safety breach or OTP breach causes automatic failure.

Practical Hiring Tests

Longer-form admission checks retained for future technician scaling.

Mock installation test

Duration: 45 minutes

Validate installation quality and technical discipline.

  • Accurate wall marking by use zone
  • Correct anchor depth and load stability
  • Clean finish quality with no sharp edges
  • Post-install stability verification completed

Risk audit test

Duration: 20 minutes

Validate risk recognition and mitigation judgment.

  • Identify at least 8 out of 10 hazards
  • Explain why each hazard matters
  • Propose feasible placement and mitigation action

Communication role-play

Duration: 15 minutes

Assess dignity-first customer communication.

  • Explains outcomes without age-shaming language
  • Handles objections calmly and clearly
  • Uses family-protection framing with conservative claims

Digital process drill

Duration: 15 minutes

Assess execution of required digital workflow.

  • Updates order status correctly in app
  • Runs arrival and completion OTP flow correctly
  • Records UPI/POS/Cash payment proof without errors

14-Day Training Curriculum

Detailed pre-deployment curriculum kept as a secondary readiness reference.

Day 1

Mason Company service model, brand behavior, dignity-first communication

Technician understands package-first model and customer behavior standards.

Day 2

Bathroom fall-risk fundamentals and movement support principles

Technician can identify high-risk movement zones and support needs.

Day 3

Tools, materials, wall types, anchoring science

Technician can choose suitable tools and anchor methods by wall type.

Day 4

Grab bar placement standards by use-zone

Technician can map and justify placement for practical daily movement.

Day 5

Raised seat and support accessory installation

Technician can install support accessories to specification.

Day 6

Anti-slip application methods and surface prep

Technician can prepare surfaces and apply anti-slip safely and evenly.

Day 7

SOP day: arrival OTP, completion OTP, documentation

Technician can execute full SOP without missed checkpoints.

Day 8

CRM/app workflow and payment capture (UPI/POS/Cash)

Technician can close jobs with clean digital and payment records.

Day 9

Customer objection handling and escalation protocol

Technician can handle concerns and escalate correctly when needed.

Day 10

Doctor-attestation context and compliant claims language

Technician can explain attestation context without medical over-claiming.

Day 11

Supervised field shadow (2 jobs)

Technician observes real workflows and audit expectations.

Day 12

Assisted installation (technician leads, trainer audits)

Technician leads installation under live supervision.

Day 13

Final practical exam and written SOP check

Technician passes technical and process certification gates.

Day 14

Certification board and deployment tiering (L1/L2)

Technician is assigned deployable status and tier.

Field QA Checklist (First 30 Jobs)

Scale-up QA model with scoring, critical-failure triggers, and retraining logic.

Pre-visit readiness

Slot adherence, kit readiness, and customer pre-call completed.

Arrival security

ID shown and arrival OTP verified correctly.

Inspection quality

Risk points logged with placement rationale.

Installation quality

Alignment, load stability, finish quality, no sharp edges.

Hygiene and hazard control

Site cleaned, debris removed, no new hazard introduced.

Completion security

Walkthrough completed and completion OTP verified.

Payment accuracy

Payment mode and proof captured correctly.

Handover quality

Usage guidance explained clearly to elder and family.

Support clarity

Grievance path and support contacts explained.

Scoring Rules

  • Each QA item is scored from 0 to 2.
  • Target score is >= 16 out of 18 per job.
  • First 30 jobs per technician must be 100 percent audited.

Critical Failure Triggers

  • Incorrect anchoring that compromises load stability
  • Arrival or completion OTP misuse
  • Payment mismatch or proof capture failure

Pilot Rollout and Test Scenarios

Soft launch cadence and non-negotiable response playbooks.

Pilot Rollout (Weeks 1-4)

WeekMilestoneTarget
Week 1Hire and assess initial technician cohortAssess first 10 candidates with scorecard and practical tests
Week 2Training phase part 1Complete days 1 to 7 for full cohort
Week 3Training phase part 2 and certificationComplete days 8 to 14 and assign L1 or L2 deployment tier
Week 4Soft launch with strict auditRun 100 percent QA coverage on first 30 jobs per technician

Test Scenarios

  • Technician passes technical tests but fails dignity communication. Do not deploy; assign communication retraining and re-test.
  • Technician passes all tests except digital workflow. Mark restricted deployment; allow field work only after digital re-certification.
  • Repeated OTP error in field jobs. Immediate suspension and mandatory re-certification before redeployment.
  • Customer raises fit or stability complaint post-installation. Trigger rework SLA and QA root-cause review.

Acceptance Criteria and Assumptions

Operational finish line for deployment readiness.

Acceptance Criteria

  • Every deployed technician has a recorded hiring scorecard and certification status.
  • First 30 jobs per technician have completed QA checklists.
  • Critical failures are tracked with documented corrective action.
  • Customer communication remains compliant and dignity-first.

Assumptions and Defaults

  • English and Hindi are mandatory operating languages in phase one.
  • Marathi and Konkani are preferred where market and hiring pool allow.
  • Mason Company uses own technicians only with no third-party installer model.
  • Pay-scale and incentive design are managed separately from readiness operations.

Sample Data Objects for CRM Integration

Examples for internal object shape and downstream integration tests.

TechnicianCandidateProfile

{
  "name": "Rohit Patil",
  "city": "Mumbai",
  "languages": [
    "English",
    "Hindi",
    "Marathi"
  ],
  "experience_years": 4,
  "background_verified": true
}

HiringAssessmentScore

{
  "candidate_id": "cand-001",
  "technical_score": 4,
  "safety_score": 4,
  "communication_score": 3,
  "sop_score": 4,
  "digital_score": 3,
  "total_weighted_score": 78,
  "status": "PASS"
}

TrainingProgressRecord

{
  "technician_id": "tech-001",
  "day_completed": 7,
  "trainer_id": "trainer-01",
  "module_status": "COMPLETED",
  "module_name": "SOP day: arrival OTP, completion OTP, documentation"
}

FieldAuditChecklist

{
  "order_id": "AEG-0001",
  "audit_score": 17,
  "critical_failures": [],
  "corrective_action_due_date": "2026-03-10",
  "auditor_id": "qa-01"
}

CertificationStatus

{
  "technician_id": "tech-001",
  "tier": "L1",
  "status": "CERTIFIED",
  "certified_on": "2026-03-01",
  "next_review_due": "2026-09-01"
}