The Six Steps of an Order

Logo Factory Order Workflow 

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1. Quote and Approve

Accountable: Customer Service & Art Department

 

1A. Customer Information

1. Respond promptly to inquiries received by phone, email, website, or walk-in.  All Logo Factory Associates greet all customers you come in contact with.
2. Check DecoNetwork for an existing customer record.
3. If the customer has not already completed the Customer Information Form, ask them to complete it.
4. Check that company name, contact person, phone, email, billing address, and shipping address are recorded. Ask for missing or unclear information.
5. Ensure the customer record is entered or updated in DecoNetwork as needed.  Cleanup and delete duplicate records.

 

1B. Quote Details

1. Confirm product styles, colors, sizes, and quantities.
2. Confirm decoration methods and locations.
3. Be sure minimum order quantities are met (12 for embroidery, 36 for screen printing).
4. Confirm the required in-hand date and shipping method.
5. Obtain artwork and identify any artwork preparation or digitizing needed.
6. Record job notes specifying decoration method, placement, colors, and exact dimensions.

Example: Screen print left chest 3.5"W & full back 11"W in black and white ink.

 

1C. Quote Follow-Up

1. Email qoute to customer once it has been fully prepared.
2. For quotes $500 or more, call approximately 10 minutes after the initial quote email.  Go over the quote with the customer, making any requested changes.  If updates have been made, have customer refresh their view.  Try to get customer to appprove quote.
3. Re-email or follow up on open quotes Tuesdays and Thursdays. Use phone and email for quotes $500 or more; email for quotes under $500.  Repeat this process 3-4 times for each quote.
4. Record responses and revise the quote when requirements change.

 

1D. Artwork and Proof Approval

1. Coordinate production-ready artwork and verify method, placement, colors, and dimensions.
2. Send a proof when artwork is created or changed, or a question requires clarification. Obtain and record approval when required.
3. Handle artwork questions internally whenever practical; involve the customer when their decision or clarification is needed.
4. Save approved artwork and production files in their designated locations.

Supporting Artwork Procedures

Production formats: Screen printing requires vector artwork and color separations; digital/DTF requires a clean PNG; embroidery requires an appropriate digitized production file.

Adi Shaw — Embroidery Digitizing: Customer Service reviews incoming embroidery artwork and sends files requiring digitizing to Adi Shaw. Review returned files internally. Customer proofs are not normally required for digitized files unless there is a question or concern. Save the approved production file in the designated artwork location.

Artwork Services and Billing: Bill artwork services at $100 per hour, in 15-minute increments, with a 15-minute minimum: 15 minutes $25; 30 minutes $50; 45 minutes $75; 60 minutes $100. Include applicable charges in the quote.

Back to overview

 

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2. Approval and Schedule

Accountable: Customer Service

 

2A. Check Order Readiness

1. Verify approvals and confirm that the order, job notes, and approved artwork agree.
2. Confirm the in-hand date.
3. Verify payment terms and status. Collect any payment required before release.
4. Confirm pickup, shipping, or delivery instructions, including shipping address and method where applicable.

 

2B. Schedule the Order

Once the order has been approved in DecoNetwork:

1. Add the order to the two-week rolling whiteboard schedule.
2. Allow time for purchasing, all decoration methods, and fulfillment.
3. Follow capacity standards. Use the number of prints for screen-print scheduling.
4. Review the full schedule Monday mornings and check it daily, adding and revising jobs as needed.

 

2C. In-Hand Date

1. Select Priority in DecoNetwork.
2. Set Ship By to the required in-hand date.
3. Put the in-hand date on the first line of the order notes.
4. Add an exclamation mark (!) after the job on the whiteboard.
5. Notify the Purchasing Manager to expedite required merchandise.

If something is missing or wrong: Resolve approval, instruction, payment, or deadline issues before release. Coordinate changes with the customer and affected departments and update the records.

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3. Purchasing and Receiving

Responsible: Purchasing Manager & Merchandise Control

 

3A. Purchase Merchandise

1. Review released orders for merchandise requirements and deadlines.
2. Place purchase orders Mondays and Wednesdays whenever practical. Expedite priority orders as needed.
3. Authorized Customer Service staff may release a purchase order for a single approved customer order that independently meets the vendor’s free-freight minimum and requires no substitutions or special handling. These purchases may be released outside the regular purchasing schedule.
4. The Purchasing Manager handles batching and exceptions.

Purchasing Rules

• Free-freight minimums: SanMar $200; S&S $100.
• Keep purchase orders as small as practical while meeting the minimum.
• Combine orders below the minimum with other pending orders when deadlines allow.
• Group online-store orders for the same company or logo together.
• When combining different customers, avoid identical styles, colors, and sizes on the same purchase order whenever possible.
• Seek free freight for priority orders without delaying the required purchase.

 

3B. Receive and Check

1. Check incoming merchandise against the order for styles, colors, sizes, quantities, and condition.
2. Identify shortages, damage, incorrect items, and discrepancies.
3. Report purchasing issues to the Purchasing Manager for resolution.
4. Notify Customer Service if the deadline could be affected or customer approval of a change is needed.

 

3C. Label and Stage

1. Label individual-piece orders with blue tags showing the order number.
2. Sort merchandise by customer order and stage it in the appropriate production bin or shelf.
3. Confirm the order is on the whiteboard schedule and communicate readiness.

If something is missing or wrong: Clearly identify affected merchandise and keep it separate from goods ready for production. Resolve discrepancies and communicate required schedule changes.

Back to overview

 

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4. Order Production

Accountable: Production Operators

 

4A. Verify Before Decorating

1. Follow the whiteboard schedule.
2. Check merchandise against the order for styles, colors, sizes, quantities, and condition.
3. Collaborate with a team member and together, confirm the job notes and approved artwork agree on print method, placement, colors, and dimensions.  If everything is accurate, both Associates place initials in the bottom notes section and proceed with production.  If not, correct any issues before proceeding.

 

4B. Complete Decoration

1. Follow the applicable departmental production procedures.
2. Check decoration quality during production.
3. Mark only completed items as Produced in DecoNetwork.

 

4C. Pending Orders

1. The first operator prints the order slip.
2. Cross out completed items’ part numbers. Leave unfinished items uncrossed.
3. Place completed goods and the order slip in the Pending Orders bin.
4. Each subsequent operator updates DecoNetwork and the slip as their work is completed.
5. Do not select Shipped while any work remains unfinished.

 

4D. Record Waste and Schedule the Redo

1. Record merchandise damaged during production in DecoNetwork.
2. Select the X in the Produced column for the affected item, click the production item number, and record waste.
3. This returns the affected item to the purchasing queue for replacement during the next purchase-order run.
4. Update remaining items in DecoNetwork and on the order slip.
5. Keep completed goods and the slip in the Pending Orders bin while awaiting replacements.
6. Reschedule the redo on the whiteboard.
7. Notify Customer Service and Purchasing if replacement timing could affect the deadline.

 

Back to overview

 

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5. Pack and Fulfill

Accountable: The operator who completes the final production work. This operator retrieves all pending items and completes inspection, packing, and shipping or routing for the entire order.

Customer Service handles pickup and required payment collection. The delivery person selects Shipped for delivery orders on the day delivery will be made.

 

5A. Gather and Inspect

1. Retrieve all matching goods and the order slip from Pending Orders and other production areas.
2. Check the complete order against DecoNetwork and the slip.
3. Confirm correct items, sizes, quantities, and all required decoration.
4. Inspect quality and accuracy.

 

5B. Pack and Label

1. Count, fold, and pack in a swag bag or box as appropriate.
2. Include the free gift and promotional materials appropriate to the order value.
3. Remove previous shipping labels from reused boxes and tape box shut.
4. Box labels: Place on the upper left-hand side.
5. Swag bag labels: Place directly underneath the logo, on the same side.
6. Keep the label and package branding visible on the upper lets side of box.

 

5C. Complete Records and Clean Up

1. Update DecoNetwork notes and artwork records to reflect actual production: method, placement, colors, dimensions, and approved changes.
2. Confirm final artwork and production files are saved in their designated locations.
3. Clean and organize workstations, equipment, and staging areas.

 

5D. Verify Fulfillment and Payment

1. Before fulfillment and before selecting Shipped, verify the shipping method. 5E.
2. Have Customer Service resolve any payment required before shipment or delivery.
3. For pickup orders with a balance due, circle the order number on the packing list with a Sharpie.

 

5E. Choose the Fulfillment Method

Pickup

1. The final operator places the packed order in the designated pickup area.
2. Customer Service checks the packing list for a circled order number and verifies the current balance.
3. Collect any payment required before releasing the order.
4. Release the order and record the actual pickup date.

 

Shipping

1. The final operator verifies the shipping address, method, and payment requirements.
2. Process the shipment through ShipStation; print and apply the shipping label and complete required shipping documentation.
3. Place the package in the outgoing shipping area for carrier collection.
4. Complete shipping records and select Shipped in DecoNetwork when the order is dispatched, triggering the appropriate customer notification.

 

Delivery

1. The final operator completes production, inspection, and packing and marks items as Produced in DecoNetwork.
2. Do not select Shipped.
3. Place the packed order in the To Be Delivered area.
4. The person making the delivery selects Shipped in DecoNetwork on the day the delivery will be made.
5. Complete the delivery and record the actual delivery date.

If something is missing or wrong: Hold the affected order and resolve quality, quantity, fulfillment, or payment issues with the responsible department before release.

Back to overview

 

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6. Follow Up

Accountable: Customer Service

 

6A. Select Customers to Contact

1. Every Thursday, review orders picked up or delivered during the previous Monday through Sunday.
2. Use actual pickup or delivery dates, including confirmed carrier delivery for shipped orders. Do not rely solely on Shipped status.

 

6B. Find the Next Sales Opportunity

1. Thank the customer and build on their completed order.
2. Ask about upcoming events, projects, seasonal needs, and reorders.
3. Suggest relevant apparel, promotional products, Swag Shops, or other Logo Factory services.
4. Agree on a next step: prepare a quote, send product ideas, or schedule a future conversation.

 

6C. Ask for Referrals and Google Reviews

1. Ask whether they know another business, school, team, or organization that could use Logo Factory’s services.
2. Invite satisfied customers to share their experience in a positive Google review and send the review link.

 

6D. Record and Follow Through

1. Record opportunities, referrals, and meaningful customer information in DecoNetwork.
2. Add the next contact date and action to the follow-up calendar, identifying who to contact, when, and why.
3. Complete promised quotes and product suggestions.
4. If the customer cannot be reached, record the attempt and schedule another contact.

 

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