Purpose

Acknowledge every project inquiry, evaluate it against our scope and capacity, and progress qualified inquiries to a Project Discovery Conversation. Aligned with ISO 9001 commitments to quality and customer communication.

Scope

Applies to all incoming inquiries via website, referral, email, phone, or walk-ins. Responsible parties: Project Director (primary), CEO (oversight), Admin (initial logging).

Inputs

• Lead details (name, contact, project type, preferred language)
• Any documents supplied by the client
• Lead source channel

Outputs

• Qualified lead record stored in Canopy
• Documented qualification notes
• Decision: Project Discovery Conversation / Decline / Request for More Information

Procedure Steps

1. Log the lead into Canopy within 24 hours of receipt, marking service type and urgency.
2. Review the inquiry to confirm alignment with Chenla’s PM/CM/QS/Design Advisory services and available capacity.
3. If key information is missing (location, scope, timeline, budget), send the standard clarification template.
4. Evaluate the lead using the qualification criteria: project feasibility, budget realism, timeline compatibility, alignment with Chenla’s methods and ethics, client’s decision authority.
5. Document the qualification decision clearly in Canopy: Qualified / Not Qualified / Pending Clarification.
6. Notify the client of the next step. If qualified, schedule a Project Discovery Conversation. If declined, send a courteous explanation referencing scope or fit.

Quality Checks

• Lead must be logged within 24 hours.
• Qualification notes must reference at least three criteria.
• Decision must align with ISO 9001 principles regarding customer requirements and communication.

Records

• Canopy Lead Entry and Qualification Notes
• Communication Log (email, call notes, or message transcript)

Notes / Exceptions

• High-sensitivity government or large-scale PM/CM leads require CEO review before qualification is finalized.
• If a client repeatedly changes requirements during intake, the inquiry should be flagged for 'Needs Clarification' before scheduling a Project Discovery Conversation.