Workflow Requirements¶

Complete business process specifications - Detailed workflows, user journeys, and operational processes that define how the Property Management System supports all aspects of property management operations.

Workflow Architecture Overview¶

The Property Management System supports 5 core business workflows that interconnect to create a comprehensive operational framework:

graph TB
    subgraph "Core Business Workflows"
        TL[Tenant Lifecycle]
        FM[Financial Management]
        MO[Maintenance Operations]
        CM[Communication Management]
        PM[Property Management]
    end

    subgraph "Supporting Workflows"
        VM[Vendor Management]
        VM2[Visitor Management]
        CG[Community Governance]
        RM[Risk Management]
    end

    TL --> FM
    TL --> MO
    TL --> CM
    PM --> TL
    PM --> MO
    FM --> CM
    MO --> VM
    CM --> VM2
    PM --> CG
    All --> RM

Tenant Lifecycle Management¶

Complete Tenant Journey Workflow¶

Phase 1: Lead Generation & Application¶

sequenceDiagram
    participant P as Prospect
    participant S as System
    participant PM as Property Manager
    participant O as Owner

    P->>S: Browse available units
    S->>P: Display unit details, photos, pricing
    P->>S: Submit rental application
    S->>PM: Notification of new application
    PM->>S: Review application and documents
    S->>P: Request additional information if needed
    PM->>S: Initiate background/credit check
    S->>PM: Return screening results
    PM->>O: Request approval for qualified applicant
    O->>PM: Approve or decline application
    S->>P: Send approval/denial notification

Workflow Steps: 1. Unit Marketing: Automated listing syndication to rental platforms 2. Lead Capture: Inquiry management with automated responses 3. Application Processing: Online application with document upload 4. Screening Automation: Background check, credit report, employment verification 5. Decision Workflow: Multi-level approval process with owner notification 6. Communication: Automated status updates and decision notifications

Success Metrics: - Application completion rate: >85% - Screening turnaround time: <48 hours - Approval-to-lease conversion: >75% - Time to lease: <7 days from application

Phase 2: Lease Execution & Move-In¶

flowchart TD
    A[Application Approved] --> B[Generate Lease Agreement]
    B --> C[Send for Digital Signature]
    C --> D{Lease Signed?}
    D -->|Yes| E[Collect Security Deposit]
    D -->|No| F[Send Reminders]
    F --> C
    E --> G[Schedule Move-In Inspection]
    G --> H[Create Tenant Portal Account]
    H --> I[Send Welcome Package]
    I --> J[Move-In Complete]

Workflow Steps: 1. Lease Generation: Automated lease creation with custom terms 2. Digital Signatures: Electronic lease signing with legal compliance 3. Payment Collection: Security deposits and first month's rent 4. Move-In Preparation: Unit preparation checklist and inspection 5. Account Setup: Tenant portal access and communication preferences 6. Orientation: Property orientation and community introduction

Automation Opportunities: - Lease template customization based on unit and tenant type - Automated payment collection with retry mechanisms - Move-in checklist generation and tracking - Welcome email sequences with property information

Phase 3: Ongoing Tenancy Management¶

gantt
    title Monthly Tenant Management Cycle
    dateFormat YYYY-MM-DD
    section Rent Collection
    Generate Invoices    :2024-01-01, 1d
    Send Payment Reminders :2024-01-05, 1d
    Process Payments     :2024-01-01, 10d
    Late Fee Assessment  :2024-01-11, 1d

    section Communication
    Monthly Newsletter   :2024-01-15, 1d
    Maintenance Updates  :2024-01-01, 31d
    Community Events     :2024-01-20, 1d

    section Maintenance
    Routine Inspections  :2024-01-10, 5d
    Work Order Processing :2024-01-01, 31d
    Preventive Maintenance :2024-01-25, 3d

Ongoing Workflows: 1. Rent Collection Automation: Monthly billing, payment processing, late fee management 2. Maintenance Coordination: Request processing, vendor management, quality control 3. Communication Management: Regular updates, community engagement, issue resolution 4. Lease Management: Renewal processing, rent increases, lease modifications 5. Compliance Monitoring: Lease compliance, property rules enforcement

Phase 4: Lease Renewal & Retention¶

flowchart LR
    A[90 Days Before Expiry] --> B[Market Analysis]
    B --> C[Renewal Decision]
    C --> D{Renew?}
    D -->|Yes| E[Generate Renewal Offer]
    D -->|No| F[Move-Out Notice]
    E --> G[Tenant Response]
    G --> H{Accept Terms?}
    H -->|Yes| I[Execute Renewal]
    H -->|No| J[Negotiate Terms]
    J --> G
    F --> K[Marketing for New Tenant]
    I --> L[Renewal Complete]

Retention Strategies: 1. Proactive Communication: Early renewal discussions and market updates 2. Satisfaction Monitoring: Regular tenant satisfaction surveys and feedback 3. Incentive Programs: Loyalty rewards, upgrade opportunities, renewal bonuses 4. Market Positioning: Competitive rent analysis and value proposition 5. Personalized Service: Tailored communication and service delivery

Phase 5: Move-Out & Transition¶

sequenceDiagram
    participant T as Tenant
    participant PM as Property Manager
    participant MS as Maintenance Staff
    participant NT as New Tenant

    T->>PM: Submit move-out notice
    PM->>T: Acknowledge notice, send move-out guide
    PM->>MS: Schedule pre-move inspection
    MS->>PM: Report unit condition
    T->>PM: Complete move-out process
    PM->>MS: Schedule post-move inspection
    MS->>PM: Submit damage assessment
    PM->>T: Security deposit disposition
    PM->>MS: Prepare unit for next tenant
    MS->>PM: Unit ready notification
    PM->>NT: Begin new tenant onboarding

Move-Out Process: 1. Notice Management: 30/60 day notice tracking and acknowledgment 2. Inspection Workflow: Pre and post-move inspections with photo documentation 3. Damage Assessment: Fair wear vs. damage determination with cost estimates 4. Security Deposit Processing: Itemized deductions and refund processing 5. Unit Turnover: Cleaning, repairs, and preparation for next tenant

💰 Financial Management Workflows¶

Revenue Cycle Management¶

Monthly Rent Collection Workflow¶

flowchart TD
    A[Month Start] --> B[Generate Rent Invoices]
    B --> C[Send Payment Notifications]
    C --> D[Process Payments]
    D --> E{Payment Received?}
    E -->|Yes| F[Update Account]
    E -->|No| G[Day 5: First Reminder]
    G --> H{Payment Received?}
    H -->|Yes| F
    H -->|No| I[Day 10: Late Fee Applied]
    I --> J[Day 15: Final Notice]
    J --> K{Payment Received?}
    K -->|Yes| F
    K -->|No| L[Day 30: Collection Process]
    F --> M[Reconcile Accounts]
    L --> N[Legal Action if Needed]

Automation Features: - Automatic invoice generation on the 1^st of each month - Smart payment reminders based on tenant preferences - Automatic late fee calculation and application - Payment retry mechanisms for failed payments - Real-time payment processing and account updates

Expense Management Workflow¶

sequenceDiagram
    participant V as Vendor
    participant PM as Property Manager
    participant FM as Finance Manager
    participant O as Owner
    participant S as System

    V->>S: Submit invoice
    S->>PM: Route for approval
    PM->>S: Review and categorize
    S->>FM: Send for financial approval
    FM->>S: Approve within budget
    S->>O: Notify of large expenses
    O->>S: Final approval if needed
    S->>V: Process payment
    S->>All: Update financial records

Expense Categories: 1. Maintenance & Repairs: Emergency repairs, routine maintenance, capital improvements 2. Utilities: Water, electricity, gas, internet, cable services 3. Professional Services: Legal, accounting, property management, consulting 4. Insurance: Property insurance, liability insurance, umbrella coverage 5. Administrative: Office supplies, software subscriptions, communication costs

Financial Reporting & Analytics¶

Monthly Financial Close Process¶

gantt
    title Monthly Financial Close Timeline
    dateFormat YYYY-MM-DD
    section Data Collection
    Rent Collection Summary :2024-01-01, 3d
    Expense Processing      :2024-01-01, 5d
    Bank Reconciliation     :2024-01-04, 2d

    section Report Generation
    Income Statement        :2024-01-06, 1d
    Cash Flow Statement     :2024-01-07, 1d
    Property Performance    :2024-01-08, 1d

    section Review & Distribution
    Management Review       :2024-01-09, 2d
    Owner Distribution      :2024-01-11, 1d
    Board Presentation      :2024-01-12, 1d

Automated Reporting Features: - Real-time financial dashboards with key performance indicators - Automated monthly income and expense statements - Cash flow projections with scenario modeling - Property performance comparisons and benchmarking - Tax-ready reports with depreciation calculations

🔧 Maintenance Operations Workflow¶

Work Order Lifecycle Management¶

Request to Resolution Process¶

flowchart TD
    A[Maintenance Request] --> B[Automatic Categorization]
    B --> C[Priority Assessment]
    C --> D{Emergency?}
    D -->|Yes| E[Immediate Assignment]
    D -->|No| F[Schedule Assignment]
    E --> G[Vendor Notification]
    F --> G
    G --> H[Work Execution]
    H --> I[Progress Updates]
    I --> J[Quality Inspection]
    J --> K{Approved?}
    K -->|Yes| L[Mark Complete]
    K -->|No| M[Request Correction]
    M --> H
    L --> N[Tenant Notification]
    N --> O[Update Records]

Priority Classification System: - Emergency (2-4 hours): No heat, no AC (extreme weather), water leaks, electrical hazards - Urgent (24 hours): Appliance failures, plumbing issues, security concerns - High (48 hours): HVAC problems, major repairs, safety issues - Medium (1 week): Minor repairs, cosmetic issues, non-essential items - Low (2 weeks): Preventive maintenance, improvements, tenant requests

Preventive Maintenance Scheduling¶

gantt
    title Quarterly Preventive Maintenance Schedule
    dateFormat YYYY-MM-DD
    section HVAC Systems
    Filter Replacement      :2024-01-01, 30d
    System Inspection       :2024-02-01, 15d
    Duct Cleaning          :2024-03-01, 10d

    section Plumbing
    Pipe Inspection        :2024-01-15, 20d
    Water Heater Service   :2024-02-15, 10d
    Drain Cleaning         :2024-03-15, 15d

    section Building Systems
    Elevator Inspection    :2024-01-10, 5d
    Fire Safety Check      :2024-02-10, 7d
    Security System Test   :2024-03-10, 3d

Maintenance Categories: 1. Preventive Maintenance: Scheduled maintenance to prevent issues 2. Corrective Maintenance: Repairs to restore normal operation 3. Emergency Maintenance: Immediate response to critical issues 4. Improvement Projects: Upgrades and capital improvements 5. Compliance Maintenance: Regulatory and safety requirement maintenance

Vendor Management Workflow¶

Vendor Lifecycle Process¶

flowchart LR
    A[Vendor Application] --> B[Qualification Review]
    B --> C[Insurance Verification]
    C --> D[License Verification]
    D --> E[Reference Check]
    E --> F{Approved?}
    F -->|Yes| G[Add to Vendor Pool]
    F -->|No| H[Rejection Notice]
    G --> I[Performance Monitoring]
    I --> J[Regular Reviews]
    J --> K{Performance OK?}
    K -->|Yes| I
    K -->|No| L[Performance Improvement]
    L --> M[Re-evaluation]

Vendor Performance Metrics: - Response time to work orders - Quality of work completion - Customer satisfaction ratings - Compliance with schedules - Cost competitiveness - Safety record and incidents

📢 Communication Management Workflows¶

Multi-Channel Communication Strategy¶

Emergency Communication Workflow¶

sequenceDiagram
    participant E as Emergency Source
    participant S as System
    participant PM as Property Manager
    participant T as Tenants
    participant A as Authorities

    E->>S: Emergency detected/reported
    S->>PM: Immediate notification
    PM->>S: Confirm emergency status
    S->>T: Send emergency alert (all channels)
    S->>A: Notify authorities if needed
    PM->>S: Provide status updates
    S->>T: Send progress updates
    PM->>S: Declare all-clear
    S->>T: Send all-clear notification

Emergency Communication Channels: 1. Push Notifications: Immediate mobile alerts 2. SMS Text Messages: Critical information delivery 3. Email Alerts: Detailed information and instructions 4. In-App Notifications: System-wide announcements 5. Automated Voice Calls: For tenants without smartphones

Regular Communication Cadence¶

gantt
    title Monthly Communication Schedule
    dateFormat YYYY-MM-DD
    section Tenant Communications
    Monthly Newsletter     :2024-01-01, 1d
    Rent Reminders        :2024-01-25, 3d
    Maintenance Updates   :2024-01-15, 1d
    Community Events      :2024-01-10, 1d

    section Owner Communications
    Monthly Report        :2024-01-05, 1d
    Financial Summary     :2024-01-10, 1d
    Market Update         :2024-01-20, 1d

    section Staff Communications
    Weekly Updates        :every monday, 1d
    Training Materials    :2024-01-15, 1d
    Policy Updates        :as needed, 1d

Community Engagement Workflows¶

Event Management Process¶

flowchart TD
    A[Event Proposal] --> B[Budget Approval]
    B --> C[Vendor Selection]
    C --> D[Marketing Campaign]
    D --> E[Registration Opens]
    E --> F[Pre-Event Preparation]
    F --> G[Event Execution]
    G --> H[Post-Event Survey]
    H --> I[Financial Reconciliation]
    I --> J[Event Analysis]

Community Engagement Metrics: - Event attendance rates - Community participation levels - Satisfaction scores - Volunteer engagement - Communication engagement rates

🏛️ Property Management Operations¶

Daily Operations Workflow¶

Property Manager Daily Routine¶

gantt
    title Property Manager Daily Schedule
    dateFormat HH:mm
    axisFormat %H:%M
    section Morning (6:00-12:00)
    Check Overnight Alerts    :06:00, 30m
    Review Work Orders        :06:30, 60m
    Property Walk-Through     :07:30, 90m
    Tenant Communications     :09:00, 120m
    Administrative Tasks      :11:00, 60m

    section Afternoon (12:00-18:00)
    Lunch Break              :12:00, 60m
    Vendor Coordination      :13:00, 90m
    Inspections             :14:30, 90m
    Financial Review        :16:00, 60m
    Planning Tomorrow       :17:00, 60m

Daily Operational Tasks: 1. Morning Briefing: Review overnight incidents, work orders, and priority tasks 2. Property Inspection: Visual inspection of common areas and exterior 3. Tenant Relations: Respond to inquiries, resolve issues, conduct meetings 4. Maintenance Coordination: Assign work orders, monitor progress, quality control 5. Administrative Tasks: Documentation, reporting, compliance activities

Weekly Operations Cycle¶

Weekly Planning and Review Process¶

flowchart LR
    A[Monday Planning] --> B[Tuesday-Thursday Execution]
    B --> C[Friday Review]
    C --> D[Weekend Planning]
    D --> A

    subgraph "Weekly Activities"
        E[Staff Meetings]
        F[Performance Reviews]
        G[Financial Analysis]
        H[Market Research]
        I[Strategic Planning]
    end

Weekly Operational Focus Areas: - Monday: Week planning, priority setting, staff assignments - Tuesday-Thursday: Execution focus, tenant relations, maintenance coordination - Friday: Week review, reporting, next week planning - Weekend: Emergency coverage, special events, deep cleaning

🎭 User Journey Workflows¶

Property Manager Journey¶

Sarah Chen - Property Manager at Downtown Apartments¶

Background: Manages 156-unit apartment complex, 3 years experience, tech-savvy

journey
    title Property Manager Daily Journey
    section Morning Routine
      Check overnight alerts     : 5: Sarah
      Review work orders         : 4: Sarah
      Plan daily priorities      : 5: Sarah
    section Operational Tasks
      Tenant inquiry response    : 4: Sarah
      Vendor coordination        : 3: Sarah
      Property inspection        : 5: Sarah
    section Administrative Work
      Financial reconciliation   : 3: Sarah
      Report preparation         : 4: Sarah
      Next day planning          : 5: Sarah

Daily Workflow Requirements: 1. 6:00 AM - System Check: Mobile notifications, critical alerts, overnight activity summary 2. 7:00 AM - Work Order Review: Priority assessment, assignment, resource allocation 3. 8:00 AM - Tenant Relations: Inquiry responses, issue resolution, proactive communication 4. 10:00 AM - Property Walk: Visual inspection, maintenance identification, security checks 5. 12:00 PM - Vendor Coordination: Schedule confirmation, quality review, payment approval 6. 2:00 PM - Administrative Tasks: Documentation, reporting, compliance activities 7. 4:00 PM - Financial Review: Daily revenue, expense approval, budget monitoring 8. 5:00 PM - Planning: Tomorrow's priorities, staff assignments, resource planning

Success Metrics for Property Managers: - Tenant satisfaction: >4.5/5 rating - Occupancy rate: >95% average - Maintenance response: <4 hours urgent, <24 hours standard - Budget variance: <5% monthly deviation - Communication response: <2 hours for tenant inquiries

Tenant Journey¶

Mike Wilson - Tenant at Riverside Condos¶

Background: Young professional, rents 1BR unit, values convenience and community

journey
    title Tenant Monthly Journey
    section Routine Activities
      Pay rent online           : 5: Mike
      Check community updates   : 4: Mike
      Use building amenities    : 4: Mike
    section Maintenance Needs
      Submit maintenance request : 3: Mike
      Track repair progress     : 4: Mike
      Rate completed work       : 4: Mike
    section Community Engagement
      Attend community events   : 3: Mike
      Use marketplace features  : 4: Mike
      Participate in discussions: 3: Mike

Monthly Workflow Patterns:

1. 1^st of Month: Automatic rent payment, receipt confirmation, budget tracking
2. Weekly: Community updates, event notifications, marketplace browsing
3. As Needed: Maintenance requests, guest registrations, communication with management
4. Monthly: Satisfaction surveys, community feedback, service ratings

Maintenance Staff Journey¶

Carlos Rodriguez - Maintenance Technician¶

Background: 10 years experience, covers multiple properties, mobile-first user

journey
    title Maintenance Staff Daily Journey
    section Work Preparation
      Check daily assignments   : 4: Carlos
      Gather tools and materials: 4: Carlos
      Plan route optimization   : 5: Carlos
    section Work Execution
      Complete work orders      : 5: Carlos
      Document with photos      : 4: Carlos
      Update status in real-time: 4: Carlos
    section Quality Control
      Tenant approval process   : 4: Carlos
      Submit completion report  : 4: Carlos
      Inventory management      : 3: Carlos

Mobile-First Workflow Requirements:

1. 7:00 AM - Work Assignment: Receive daily work orders, priority ranking, estimated times
2. 7:30 AM - Route Planning: GPS-optimized routing, traffic consideration, appointment times
3. 8:00 AM - Work Execution: Step-by-step work orders, photo documentation, time tracking
4. Throughout Day: Real-time status updates, inventory usage, completion confirmation
5. 5:00 PM - Daily Summary: Work completion summary, tomorrow's preparation, equipment needs

Property Owner Journey¶

Jennifer Thompson - Property Owner¶

Background: Owns 5 rental properties, focused on investment performance, strategic decisions

journey
    title Property Owner Monthly Journey
    section Performance Monitoring
      Review financial reports  : 5: Jennifer
      Analyze market trends     : 4: Jennifer
      Compare portfolio metrics : 5: Jennifer
    section Strategic Planning
      Evaluate improvement projects: 4: Jennifer
      Review market opportunities : 4: Jennifer
      Make investment decisions   : 5: Jennifer
    section Stakeholder Relations
      Communicate with managers  : 4: Jennifer
      Review tenant satisfaction : 4: Jennifer
      Plan future investments    : 5: Jennifer

Strategic Workflow Needs: 1. Monthly Performance Review: ROI analysis, cash flow assessment, comparative performance 2. Quarterly Strategic Planning: Market analysis, improvement opportunities, expansion planning 3. Annual Investment Review: Portfolio optimization, acquisition opportunities, divestiture decisions

🔄 Workflow Automation Opportunities¶

Intelligent Process Automation¶

Rent Collection Automation¶

flowchart TD
    A[Rent Due Date] --> B[Auto-Generate Invoices]
    B --> C[Send Payment Reminders]
    C --> D[Process Payments]
    D --> E{Payment Failed?}
    E -->|Yes| F[Retry Payment]
    E -->|No| G[Update Account]
    F --> H[Notify Tenant]
    H --> I[Schedule Follow-up]
    G --> J[Generate Reports]

Automation Benefits: - 95% reduction in manual invoice generation - 80% improvement in on-time payment rates - 70% decrease in collection-related communications - Real-time payment processing and account updates

Maintenance Request Routing¶

flowchart TD
    A[Maintenance Request] --> B[AI Categorization]
    B --> C[Priority Assessment]
    C --> D[Skill Matching]
    D --> E[Availability Check]
    E --> F[Automatic Assignment]
    F --> G[Vendor Notification]
    G --> H[Schedule Optimization]

Smart Routing Features: - AI-powered request categorization with 95% accuracy - Skills-based technician matching - Real-time availability and location optimization - Predictive scheduling with buffer time management

Communication Automation¶

Smart Notification System¶

flowchart TD
    A[Event Trigger] --> B[User Preference Check]
    B --> C[Channel Selection]
    C --> D[Message Personalization]
    D --> E[Delivery Scheduling]
    E --> F[Send Notification]
    F --> G[Track Engagement]
    G --> H[Follow-up if Needed]

Automation Capabilities: - Personalized message content based on user profile - Optimal delivery time based on engagement patterns - Multi-channel delivery with fallback mechanisms - Automatic follow-up for critical notifications