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What each role can do
The five roles, what each one is for, and the handful of actions that are deliberately kept away from the counter.
Five roles, and the differences between them are about consequence rather than seniority. Anything that can quietly change money that was already settled is held back.
Owner
Everything, including billing, the plan and removing people. There is always at least one.
Manager
Runs the shop: tickets, stock, the till, reports, and the reversals — voids and write-offs — that the counter cannot do.
Technician
Works the bench. Tickets, parts, stock and the repair side of the money. Can take a payment and issue a refund at the counter.
Sales
The counter. Rings up sales, books repairs in, takes payments and issues refunds. Does not void or write off.
Accountant
Reads the money — invoices, payments, reports, the cashbook — without being able to change any of it.
A read-only role is not a lesser one. It is the correct shape for someone whose job is to check the numbers rather than make them.
Questions that come up
- Can I give one person a bit more?
- Roles are fixed sets on purpose. A permission matrix that anyone can adjust becomes a permission matrix nobody can explain.