One company. One board. Every task owned.
The training film for the Memphis Air Care operating program — the plan for synchronizing the back office, the service department, the install department and parts in real time, September 2026 to August 2027. Watch it with chapters, read the plan, and scan the code that matches your job.
Scan the code that matches your job.
Every URL from the film, in one place. Print this page for the shop wall or the truck binder — the codes scan off a TV.
This page — the film with chapters
www.memphisair.co/playbookeveryone
Bookmark it; share a chapter with ?t=seconds.
The Implementation Plan (PDF, 74 pages)
www.memphisair.co/playbook/MAC-Playbook-Implementation-Plan-v1.0.pdfowner · office · leads
Parts 1–7 + appendices: Who Decides, SOP index, timeline, decisions.
memphisair.co — the company site
www.memphisair.cocustomers · everyone
Estimates, services, portal sign-in.
Back office dashboard (staff sign-in)
www.memphisair.co/dashboardoffice · managers · owner
Boards, tasks, CRM, inventory, POs, accounting.
Field app — My Day, work orders, parts
www.memphisair.co/techtechnicians · installers
Install it to your phone's home screen.
Customer portal sign-in
www.memphisair.co/portal/logincustomers
Requests, confirmations, approvals, invoices — one thread with the office.
Request an estimate (AI photo intake)
www.memphisair.co/request-estimatecustomers · CSRs on their behalf
Photos in, a scheduled visit out.
Jump to a section
- 0:0001 · IntroductionOne company, one board, every task owned — why The MAC Playbook exists.
- 0:1802 · Where we standOne platform (memphisair.co, dashboard, field app, portals, TV board) — not yet one system.
- 0:4103 · What synchronized meansThe five tests: one record, one owner per task, every wait owned, every question answered, one thread with the customer.
- 1:0104 · The operating modelFive departments and roles — never names — with authority levels.
- 1:2305 · The job spineService call, install project and parts request lifecycles with named hand-offs and structured holds.
- 1:4906 · Task delegationEvery event becomes one owned task; claim before you act; unclaimed work escalates on its own.
- 2:1207 · Who DecidesThe authority matrix: five levels, 26 recurring decisions, escalation packaged with two options.
- 2:4208 · Procedures & training53 SOPs (40 first), eight families, four manuals plus a master, sign-offs, Ask MAC.
- 3:1009 · Platform features — officeOwned tasks and claim, department boards, estimate → scheduled job, help on every screen.
- 3:3010 · Platform features — field, parts, BuzzMy Day and claims, parts against the job, structured holds, on-my-way, Buzz channels.
- 3:5211 · The chief of staffAn agent with three exits: answer with the SOP cited, route one owned task, package the exception.
- 4:1312 · The timelinePhase 0–4 from late August 2026 to August 2027 — Nov 10 service live, Jan 5 install live, Apr 6 portal GA, May 14 freeze.
- 4:4713 · Your next stepsWhat each role does now, and the three numbers we watch.
- 5:1714 · Links & QR codesEvery link in one place — scan the code that matches your job.
For the build team (private repositories)
- memphis-air-care-playbook (plan sources, research, data)
- agentic-mac (the agent harness)
- memphis-air-care-web (the platform)
Questions about the plan go to the office manager first (Who Decides, Part 3); the film's narration says every dollar threshold is a placeholder until the fall workshops. Read Part 7.5, decisions needed from ownership