Standardize
Process Documentation
Eliminate tribal knowledge in 12 weeks and build repeatable workflows with predicatable outcomes ripe for ai-ready automation
Comprehensive documentation and standardization program for stable support operations. We build your Service Operations Manual, document all major workflows, create training curriculum, and establish quality frameworks—so your team can operate consistently regardless of who's working.
This is for you if...
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Everything lives in people's heads and knowledge walks out the door when they leave
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New hires take 6+ months to get productive because nothing is documented
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Service delivery is inconsistent—quality depends on who's working that day
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You're preparing for growth and need repeatable processes before scaling
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You want to identify ai-ready automation opportunities but need documented processes first
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Turnover is killing continuity and you can't keep reinventing processes
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Your operations are stable (or recently stabilized) and ready for systematic improvement
What we do
Weeks 1-4: Process Mapping & Documentation
We work with your team to map all major workflows, document current-state processes, identify variation and edge cases, and begin building your Service Operations Manual (SOM). We focus on what people actually do, not what the org chart says they should do. Flag flag processes that are strong candidates for future automation once they're properly documented and standardized.
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Weeks 5-8: SOP Development & Training Materials
We create Standard Operating Procedures (SOPs) for each major workflow, build training curriculum for onboarding and ongoing development, design knowledge base structure (internal and customer-facing), and establish quality assurance checklists.
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Weeks 9-12: Validation & Sustainability
We test documentation with your team, refine based on feedback, train trainers so you can sustain the work, and create a maintenance framework for keeping documentation current. You'll have a complete operations manual that's actually usable.
What you get
Service Operations Manual
Comprehensive support playbook covering all processes, policies, and procedures​
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Process Documentation Library
SOPs for all major workflows with step-by-step instructions and decision trees​
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Automation Candidate Assessment
Initial analysis of which documented processes are automation-ready and should be prioritized for Scale engagement
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Training Curriculum
Onboarding program and ongoing development materials for all support roles
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Knowledge Base Framework
Structure and initial content for both internal and customer-facing knowledge bases​
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Quality Assurance Framework
Checklists, review protocols, and continuous improvement processes​
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Expanded Sustainability Playbook
How to keep documentation current and maintain operational standards over time