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Daily Standup Process

Purpose

Keep the team aligned, accountable, and focused on client outcomes every day. The standup is not a long meeting—it is a quick, structured check-in to confirm progress, uncover blockers, and set clear daily targets.

When

  • Every business day.

  • 30 minutes after the official shift start.

  • Maximum time: 15 minutes.

Technician Responsibilities

  • Before the meeting (within 30 minutes of starting shift):

    1. Fill in the Daily Standup Form.

      • Today’s Focus: What tickets or tasks you commit to completing today.

      • Completed Yesterday: What you finished yesterday.

      • Blockers: What’s stopping you, and who can help.

      • Accountability Target: Your suggested check-in time (11am, 2pm, 4pm, or EOD).

    2. Ensure updates are clear and concise.

  • During the meeting:

    • Answer three questions clearly:

      1. What did I complete yesterday?

      2. What will I finish today?

      3. What’s blocking me?

Manager Responsibilities

  • Before the meeting:

    • Review the ticket queue.

    • Identify SLA risks, blockers, and tickets not updated.

    • Compare tickets against technician entries in the Standup Form.

  • During the meeting:

    1. Start the meeting with a quick reminder of purpose: “Updates, blockers, accountability.”

    2. Listen to each technician’s update (max 2 minutes each).

    3. Ask clarifying questions on:

      • Tickets close to SLA breach.

      • Blockers that need escalation.

      • Tickets missing from the form but in the queue.

    4. Confirm accountability targets for each technician (linked to 11am, 2pm, 4pm follow-ups).

  • After the meeting:

    • Record accountability targets.

    • Follow up during the day at checkpoint times.

Standup Flow (Step by Step)

  1. Manager opens with purpose.

  2. Each technician shares their update.

  3. Manager asks clarifying questions.

  4. Manager and technicians agree on accountability targets.

  5. Meeting ends (take longer discussions offline).

Rules for Standups

  • Maximum 15 minutes.

  • Everyone must prepare before the meeting.

  • Every ticket discussed must have a clear owner and next action.

  • Blockers must be visible—don’t hide them.

  • Technical deep dives or problem-solving are done after the standup.

Outcomes

  • Every technician leaves the meeting with clear daily commitments.

  • The manager has visibility on risks and blockers.

  • Clients benefit from faster resolutions and consistent communication.

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