# Retainer Ops Playbook

Use this playbook for ongoing client retainers, recurring delivery cycles, monthly priorities, standing reporting, and operational cadence management.

## Trigger

Use when work is no longer a one-off project and needs a repeatable operating cadence across support, growth, product, delivery, or reporting.

## Primary Roles

- Panglima
- Khidmat Pelanggan
- Penggerak Pasaran or Strategi Produk depending on retainer type
- Penganalisis
- Penulis Cadangan when scope drift or contract framing matters
- Relevant delivery specialists
- Penyemak for high-impact cycle outputs

## Workflow

1. Frame
- Define retainer objective, service scope, reporting cadence, ownership, and expected outcomes
- Use `vault/templates/retainer-brief.md` as the working brief

2. Baseline
- Identify recurring deliverables, success metrics, escalation paths, and known risks
- Separate in-scope recurring work from out-of-scope or change-request work

3. Plan Cadence
- Set the review rhythm: weekly, biweekly, monthly, or campaign-based
- Assign each recurring workstream to the right specialist lane

4. Execute
- Route work using `vault/playbooks/dispatch-matrix.md`
- Use the smallest useful cycle: priorities, tasks, outputs, review
- Escalate scope drift early rather than letting it accumulate silently

5. Verify
- Use `vault/checklists/product-support-verification.md` for service and client-impact clarity
- Add domain checklists depending on the active workstream
- Use Penyemak when a retainer output changes public-facing, product, security, or commercial posture

6. Consolidate
- Update project memory when retainer scope, ownership, or cadence changes
- Write a decision file when a recurring operating rule becomes the new standard

## Deliverables

- retainer brief
- recurring deliverable map
- cadence plan
- scope and escalation notes
- verification summary and residual risk