Process Mapping and Redesign

The problem

A process that lives only in one person's head breaks the moment that person is unavailable, and can't be improved because nobody can see the whole thing.

Approach

Document how work actually happens today, including the exceptions and workarounds, then tighten it into a process a new hire could follow.

Examples

• Turning an informal shipment-handover routine into a documented, role-based SOP
• Mapping a customer-complaint process end to end, including who escalates what and when
• Standardising a lead-intake workflow across multiple sales reps

What you get

A clear, written process document with ownership assigned at each step, ready to hand to a new hire or plug into a tool.