Stage 1: Order Reception
Duration: 1 day Owner: Client Relations Manager Trigger: Client inquiry received (email, phone, or meeting request) Completion: Signed agreement with documented brief and timeline
Purpose
Capture all client requirements, set realistic expectations, and establish the foundation for a successful project.
Process Flow
Client Inquiry
│
▼
Receive Brief ──────▶ Document Requirements
│ │
│ ▼
│ Assess Feasibility
│ │
▼ ▼
Estimate Timeline ◀─── Estimate Cost
│
▼
Present Proposal ──────▶ Client Decision
│ │
▼ ▼
Sign Agreement [YES] Project Starts
[NO] Archive inquiry
Inputs
| Input | Source | Required Information |
|---|---|---|
| Client Inquiry | Client | Contact info, event type, rough timeline |
| Character Brief | Client | Character description, reference images, event context |
| Budget Range | Client | Approximate budget or price expectations |
Activities
1. Receive Brief
Initial consultation to understand client needs.
Key Questions:
- Who is the character?
- What is the event (film, theatre, cosplay, etc.)?
- When is the costume needed?
- What is the approximate budget?
- Any specific requirements (movement, durability, etc.)?
2. Timeline Estimation
Calculate realistic delivery timeline based on complexity.
Factors:
- Design complexity (simple/moderate/complex)
- Material availability
- Current production queue
- Special techniques required (armor, embroidery, etc.)
3. Client Communication
Present proposal and finalize agreement.
Deliverables:
- Timeline estimate (best/typical/worst case)
- Cost estimate (itemized)
- Payment terms (deposit/milestones)
- Communication plan (update frequency)
Outputs
| Output | Format | Delivered To |
|---|---|---|
| Documented Brief | PDF/Notion | Creative Director |
| Timeline Estimate | Gantt chart or date ranges | Client + Production Manager |
| Signed Agreement | PDF contract | Client + Finance |
RABSIC Matrix
| Role | Position | Specific Responsibility |
|---|---|---|
| A (Accountable) | Client Relations Manager | Owns complete and accurate brief capture |
| R (Responsible) | Client Relations Manager | Conducts consultation, documents requirements |
| S (Support) | Production Assistant | Schedules meetings, prepares templates |
| C (Consulted) | Creative Director | Advises on design feasibility |
| C (Consulted) | Production Manager | Advises on timeline feasibility |
| I (Informed) | Finance | Receives signed agreement for invoicing |
Quality Gate
Pass Criteria:
- All brief questions answered
- Client budget and timeline align with our capacity
- Agreement signed by both parties
- Brief document uploaded to project folder
- Production Manager notified of new project
Failure Action: If requirements are unclear or infeasible, schedule follow-up consultation before proceeding.
Standard Operating Procedures
See SOPs for detailed step-by-step procedures:
- Brief Intake SOP - Standard questions and documentation
Common Issues
| Issue | Frequency | Mitigation |
|---|---|---|
| Vague character description | 40% | Use standard questionnaire |
| Unrealistic timeline expectations | 30% | Show example timelines early |
| Budget misalignment | 25% | Present tiered options (basic/standard/premium) |
| Incomplete measurements | 20% | Schedule dedicated measurement session |
Success Metrics
- Brief Completeness: Target >95% (all required fields filled)
- Timeline Accuracy: Actual vs. estimated within ±2 days (target >80%)
- Client Satisfaction: Agreement process satisfaction >9/10
Related Links
- Design Development Stage - Next stage
- Brief Template - Standard questionnaire
Last Updated: 2026-02-02 Stage Owner: Client Relations Manager