Structured Work. Transparent Billing. Accountable Delivery.

1. Purpose

ISLA Business follows a structured project management approach to ensure that all client work is delivered professionally, transparently, efficiently, and with clearly defined responsibilities.

Our operating procedures are designed to ensure that:

• Every project begins with a clear understanding of the client's objectives.
• Work is properly defined, estimated, scheduled, and authorized.
• Project progress is documented and communicated.
• Time, resources, costs, and deliverables are monitored.
• Changes are managed through an established approval process.
• Deliverables are reviewed before release.
• Clients receive a clear record of the work performed.

Our framework follows established project management principles, incorporating the five traditional process groups: Initiating, Planning, Executing, Monitoring and Controlling, and Closing. These procedures are adapted to suit each project's size, complexity, and requirements.

2. Scope

This SOP applies to all services provided by ISLA Business, including:

• Website development, redesign, maintenance, and optimization.
• Search Engine Optimization (SEO).
• AI visibility assessments and optimization.
• Google Business Profile management.
• Social media marketing and management.
• Online booking, payment, and business system development.
• Business consulting and digital strategy.
• Technical integrations, automation, and ongoing support.

Each engagement is managed according to its agreed scope, deliverables, pricing structure, and service requirements.

3. Project Management Lifecycle

Every project progresses through five controlled management stages.

Monitoring and controlling takes place throughout the project, not only after execution.

4. Phase One: Project Initiation

4.1 Initial Consultation

Every engagement begins with identifying the client's business requirements, existing challenges, and desired outcomes. This may include reviewing existing websites, search visibility, social media accounts, booking systems, business processes, or digital infrastructure.

An initial assessment may be provided without obligation. Receiving an assessment does not create a service agreement or require the recipient to engage ISLA Business.

4.2 Requirements Identification

Before work begins, the following information is established where applicable:

• Business objectives and desired outcomes.
• Existing systems and operational limitations.
• Specific problems requiring attention.
• Expected deliverables.
• Client priorities and deadlines.
• Required access, information, and approvals.
• Budget and available resources.

4.3 Project Authorization

No chargeable project work begins until the client has authorized the engagement. Authorization may be established through a written proposal, service agreement, approved quotation, or documented written instruction. The agreed authorization identifies what ISLA Business has been engaged to deliver and the applicable commercial terms.

Control point: Initial authorization must be documented before billable work begins.

5. Phase Two: Project Planning

Following authorization, ISLA Business establishes an appropriate project plan.

5.1 Scope Definition

The project scope identifies the work included in the engagement and the expected deliverables. Where relevant, the scope also identifies exclusions to prevent misunderstandings. Examples include:

• Number of website pages to develop.
• SEO optimization activities.
• Social media platforms to manage.
• Number or type of audit reports.
• Booking system capabilities.
• Technical integrations.
• Training and support requirements.

5.2 Work Breakdown Structure

Larger projects are divided into manageable tasks or work packages. Each task is assigned an expected outcome and appropriate priority. For example, a website development project may be organized into requirements, design, content preparation, development, integrations, testing, approval, and launch. This approach improves scheduling, accountability, and progress tracking.

5.3 Schedule and Milestones

Project schedules are established according to the complexity and dependencies of the work. Milestones may include: requirements approved, design approved, development completed, testing completed, client review completed, and website launched or deliverable released. Schedules may be adjusted where project dependencies, client approvals, third-party services, or approved scope changes affect delivery.

5.4 Cost and Resource Planning

Projects are managed according to the agreed pricing arrangement. Depending on the engagement, this may include a fixed project fee, hourly billing, or an ongoing service arrangement. For hourly engagements, actual time spent is recorded against the relevant work performed. Third-party expenses and other chargeable costs are identified and submitted for approval when they fall outside the agreed authorization.

5.5 Risk Assessment

Potential risks are identified during planning and reviewed throughout the project. Examples include missing information, delayed approvals, platform restrictions, integration failures, access issues, and third-party service interruptions. Mitigation measures are established where practical.

Control point: The project plan must provide a clear basis for executing and measuring the authorized work.

6. Phase Three: Project Execution

Work is performed according to the approved scope and project priorities.

6.1 Task Management

Project activities are organized and tracked to identify work awaiting commencement, work in progress, work awaiting client information or approval, work completed, and work requiring correction or further review. Tasks are prioritized according to dependencies, urgency, and business impact.

6.2 Work Documentation

ISLA Business maintains appropriate records of the work performed. Depending on the service, these may include activity logs, technical notes, reports, completed tasks, development records, and time entries. These records support project accountability, reporting, and invoicing.

6.3 Access and Information

Clients are responsible for providing the access, information, materials, and approvals reasonably required to complete authorized work. Access is requested according to the needs of the engagement. Credentials and confidential information are handled with appropriate care, limited to what is necessary for service delivery.

6.4 Third-Party Systems

Certain activities depend on external providers, including Google, Meta, hosting companies, payment processors, booking platforms, and other technology services. ISLA Business manages its authorized responsibilities but cannot guarantee the availability, approval decisions, processing times, or performance of independent third-party platforms.

Control point: Work must remain within the authorized scope unless a change has been approved.

7. Phase Four: Monitoring and Controlling

Monitoring and controlling activities occur throughout the project. Their purpose is to identify deviations early and maintain control over scope, schedule, cost, and quality.

7.1 Progress Monitoring

Project progress is assessed against established tasks, milestones, and deliverables. Outstanding requirements and potential delays are identified and communicated when they materially affect the engagement.

7.2 Time Tracking

For hourly engagements, time is recorded against identifiable activities. Time records support accurate invoicing and help establish how resources have been allocated. Where weekly billing applies, the invoice may be accompanied by a summary of activities and recorded time.

7.3 Cost Control

Project costs are monitored against the authorized budget or pricing arrangement. Potential additional charges are communicated before unapproved work is undertaken.

7.4 Quality Control

Deliverables are reviewed against the agreed requirements and applicable quality standards. Depending on the engagement, this may include:

• Functionality and usability testing.
• Mobile and desktop responsiveness.
• Content and spelling checks.
• SEO implementation verification.
• Booking and payment workflow testing.
• Technical configuration checks.
• Review of reports and recommendations.

Issues identified during testing are documented and corrected according to their relevance to the approved scope.

7.5 Issue Management

Issues are assessed according to their effect on the project. Where necessary, corrective action is identified and prioritized. Issues involving security, payment functionality, critical website failures, or material business disruption receive appropriate escalation.

7.6 Change Control

Any request that materially changes the approved scope, cost, timeline, or deliverables is treated as a project change. The change management process is:

1. Request: The client or ISLA Business identifies a proposed change.
2. Assessment: Its impact on scope, cost, schedule, and dependencies is reviewed.
3. Communication: The proposed adjustment is explained to the client.
4. Approval: Written authorization is obtained where additional charges or material scope changes apply.
5. Implementation: The approved change is incorporated into the work plan.
6. Documentation: The project record is updated accordingly.

Additional work is not automatically included in the original project simply because it is identified during execution.

Control point: Material changes require authorization before implementation.

8. Client Communication and Reporting

Clear communication is a fundamental requirement of project management. ISLA Business communicates through appropriate channels, which may include email, WhatsApp, virtual meetings, and written reports.

8.1 Progress Updates

Updates are provided according to the nature and duration of the engagement. They may identify completed work, current activities, pending approvals, identified issues, upcoming milestones, and changes affecting delivery.

8.2 Client Decisions

Where decisions are required, options and relevant implications are presented for client review. The client retains authority over business decisions and approvals within the engagement.

8.3 Record of Instructions

Material project instructions, approvals, and changes are documented to establish a clear record of agreed decisions. Verbal discussions involving significant changes may be followed by written confirmation.

9. Phase Five: Project Closure

A project enters closure when its agreed deliverables have been completed or the engagement is otherwise being concluded under its applicable terms.

9.1 Final Review

Completed deliverables are reviewed against the agreed scope. Outstanding issues and any remaining contractual obligations are identified.

9.2 Client Acceptance

Where formal acceptance applies, deliverables are submitted to the client for review. Corrections relating to agreed requirements are addressed according to the service agreement. Requests for new features, additional services, or expanded functionality may require separate authorization.

9.3 Handover

Where applicable, project closure includes delivery of relevant documentation, access arrangements, reports, or other agreed project materials.

9.4 Final Accounting

Outstanding time entries, authorized expenses, and applicable charges are reconciled and invoiced according to the agreed payment terms.

9.5 Ongoing Services

Completion of a project does not automatically include indefinite maintenance, monitoring, updates, or technical support. Ongoing services are provided according to a separately agreed arrangement or the maintenance provisions of the original agreement.

Control point: The project is closed when completion and outstanding obligations have been documented in accordance with the agreement.

10. Continuous Improvement

ISLA Business reviews project outcomes, client feedback, technical challenges, and operational performance to identify opportunities for improvement. Lessons learned may be incorporated into future project planning, technical procedures, service delivery methods, and quality controls. The objective is to continually improve consistency, efficiency, and the client experience.

11. Accountability and Responsibilities

Responsibilities are established according to the engagement.

12. Professional Standards

ISLA Business operates according to the following management principles:

• Authorization before execution — Work is undertaken within the scope authorized by the client.
• Transparency and accountability — Activities, progress, and billable time are documented as appropriate.
• Controlled scope and costs — Material changes and additional charges require appropriate approval.
• Quality assurance — Deliverables are reviewed against agreed requirements.
• Clear communication — Clients are informed of material developments affecting their projects.
• Continuous improvement — Experience and feedback contribute to the refinement of our procedures.

13. Procedure Governance

This SOP establishes the general project management approach followed by ISLA Business. Specific contractual terms, approved proposals, and service agreements govern the scope, price, payment arrangements, acceptance requirements, and other obligations of individual engagements. Where an agreement establishes a different or more specific requirement, that agreement takes precedence.

ISLA Business may revise these procedures periodically to reflect operational improvements, service changes, and evolving professional practices. Changes do not retroactively modify an existing service agreement without appropriate authorization.

This is a project management SOP, not a certification of compliance with PMI, ISO 9001, or any other professional standard. It incorporates recognized project management concepts without implying that ISLA Business holds a certification or has undergone an external audit.