We start by talking to the people who do the work every day. What do they do? How do they do it? What systems do they use? What is their process?
Next (or at the same time, actually), we collect any procedures, checklists, quick reference guides, cheat sheets, and anything else your team has written down over the years to help them do their jobs.
Then we carefully read everything we’ve collected, analyze it, organize it, and identify the gaps. Usually there is good (if outdated) information, but it’s informal and not designed within the context of overall departmental function and goals.
Next, we structure everything we’ve learned into an OpsNotes site, our secure, powerful, flexible Content Management System based on WordPress. Critical considerations include how your content will be used, how it should be organized, how it will be maintained, who the intended audience is, and what’s the best way to present it to that audience.
We use detailed process maps to illustrate, annotate and cross-link your functional workflows at whatever level of detail is appropriate (and often down to the task). These process maps end up not only validating your workflows but also provide a series of rich and useful on-boarding, training and ongoing performance support tools that show and remind new and existing employees how your work gets done.
Our OpsNotes sites, which contain process maps, procedures, and training and performance support materials, are designed to be used, so communication about how to integrate it into your ongoing operation is a critical component of every project.
Remember, this is about making your business run better. And keeping it that way. (Using PSCertify can help.)