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Process Documentation: How to Streamline Your Organization & Save Hundreds of Thousands in Labor Costs

Process Documentation: How to Streamline Your Organization & Save Hundreds of Thousands in Labor Costs

Delivering a completed product or service to a client — one that will be well-received, meets client requirements, is on schedule, and within budget — is crucial to a successful relationship with your client. 

To meet these customer needs, your business practices should foster internal efficiencies within your project teams to ensure smoothly functioning team operations and a profitable project outcome.

But what if there were ways to optimize your business processes even further, to discover and eliminate inefficiencies you were unaware of, resulting in savings of hundreds of thousands of dollars in labor costs?

Times have changed. Old paradigms might not work anymore.

“The COVID-19 pandemic has forced organizations and employees worldwide to drastically rethink their way of working.” The Journal of Corporate Transformation

According to the Project Management Institute (PMI), the changing nature of work due to technological advances, globalization, and other factors means that, increasingly, work is organized around projects with teams being brought together based on the skills needed for specific tasks.

McKinsey & Company reports that, because of the lingering effects of the pandemic, each sector, industry, and function will have to reinvent itself to achieve maximum growth and sustainability.

More recently, The Journal of Corporate Transformation reports “the COVID-19 pandemic has forced organizations and employees worldwide to drastically rethink their way of working.”

For these and many other reasons, it has become more crucial than ever that company leadership and all the various groups within a business understand the basic elements of their project workflows and communications processes. 

What is process documentation?

“Projects are the driving force behind how work is done, change is realized and value is delivered.”Project Management Institute

Your internal business processes — how you manage your business, execute tasks, and communicate among project team members and with clients — are essential to the efficient workflow and profitability of your business.

Process documentation is a detailed description of each step taken by each stakeholder needed to execute a project, from the beginning to the end.

Process documentation can take many forms — whether written in prose, flowcharted, or a combination of both — and contains enough detail that anyone can understand the steps taken and the interactions and/or handoffs needed.

A business depends on their internal processes for day-to-day survival, and project teams use them to optimize their activities for quality control and cost/schedule management.

In order to optimize project processes, they must first be well-understood by all stakeholders. 

Any process can be broken down into individual steps, showing inputs and interactions between and among the stakeholders.

Identifying and writing down each step in your processes and the connections or interactions between those steps will be invaluable in optimizing your processes, saving time and labor costs.

Next, each step is identified and analyzed as to who does what, what inputs are required for each step, what the outputs are, and how handoffs are handled. Then, the entire project can be flowcharted, beginning to end, to provide a clear visual display of how the work will get done and the role of each individual involved in it.

A simple generic example of a process flowchart is shown below.

Image by Adelia Ritchie

Why do you need process documentation? What are the benefits of process documentation?    

Writing down your processes can lead to a number of benefits:

  • Inefficiencies are exposed that allow for process optimization. This in turn allows your company to stop paying employees to manage inefficient processes and instead pay them to create, innovate, and solve “long-shelved issues.”
  • Inputs, handoffs, review points, other interactions among team members, managers, and clients are identified and analyzed.
  • Awkward or inefficient internal or group-to-group hand-offs of information or work products are exposed.
  • Each individual’s role in performing tasks is clarified.
  • Process documentation can be used as training tools when bringing on new team members or new hires.
  • Most important, streamlined and optimized processes lead to a more streamlined organization with reduced labor costs, improved client relationships, and greater profitability.

How to Document Your Processes

Before you can optimize your processes, first you will need to define, describe, and document them. The best way to do this is to assemble all the team members and stakeholders around a whiteboard and conduct a process workshop.

This initial brainstorming session can lead to a clearer, more detailed understanding of each of the stakeholder and team member roles, the interactions among team members, and the handoffs among the team, management, and clients.

For teams that have never developed process documentation, it would be helpful to hire a writing agency with an experienced facilitator to lead the workshop and document its results.

7 Critical Tasks Your Process Documentation Workshop Will Complete

In the initial brainstorming session, conducted with the full project team gathered around a whiteboard, this is the general sequence of events. The team will:

  • Brainstorm every step in the process, all handoffs, interactions, and communication pathways
  • Identify start and end points of each process (process boundaries, project scope)
  • Identify outputs (requirements and expectations met, deliverables)
  • Identify inputs (requirements, data, schedule, budget, other documentation)
  • Identify control points (reviews, approvals)
  • Organize steps sequentially
  • Identify individual stakeholder/team member tasks and responsibilities
  • Discover “holes” or duplications

How Writing Down Your Processes Can Expose Inefficiencies and Allow for Process Optimization

As the team members work together to identify and write down their roles, handoffs, and communication pathways in a project, several things can happen:

  • Inefficiencies can be exposed. For example, one team member may have past experience related to another member’s current effort and can share alternative, or more efficient, ways to accomplish that task.
  • Duplicate efforts may come to light. What a wonderful surprise to discover that two people are doing essentially the same work! That task can then be assigned to a single person and the other team member can focus on other tasks. 
  • When a project’s tasks are flowcharted, the resulting visual aid may expose potential shortcuts, particularly in review/approval checkpoints, and duplicated efforts.
  • An analysis of how individual processes interact with each other can uncover holes or cracks in those processes. For example, handoffs from manufacturing to sales, or communications with clients, or hiring to onboarding all have the potential to be improved, and then optimized, saving time and money.
  • Your process documentation will serve as a roadmap for executing the project and providing a product that meets or exceeds your client’s expectations

If your business process involves periodic communication or reviews with your client, it can be helpful for the client to have insight into your processes or, even better, be included in the overall process diagram.

When team processes are shared with clients, even more inefficiencies can be discovered, leading to smoother, streamlined operations, and saving more time and money.

But even more important, especially for your overall business, streamlining your processes can lead to enormous savings in labor costs.  

For example, for a 100-employee company, where employees are paid an average of $20/hour, saving 5% of their time (2 hours/week) leads to a $200,000 cost savings each year!

Furthermore, when employees aren’t spinning their wheels trying to manage inefficient processes, there will be more time and energy for creativity and innovation. 

We’re too busy to document our processes! Is it possible to hire a writing agency to help?

On top of everything else a project team must accomplish on a tight schedule and limited budget, project team members might not feel they have the time to devote to discovering, analyzing, and documenting their processes. Also, not all professionals or organizations have the skills, experience, and know-how to develop their own process documentation.

That is where a writing agency can step in. A writing agency can tackle the heavy lifting, allowing the task team to get on with the work at hand. Professional writing agencies have the writers, researchers, and expertise needed to develop top-notch process documentation.

If you hire a writing agency to facilitate discovery of the process elements and prepare the process documentation, they will facilitate the team’s initial brainstorming of project steps, inputs, outputs, interactions, and individual responsibilities within a given task.

Then, the writing agency builds the process flowchart and generates the final process documentation report.

For example, The Writers for Hire (TWFH) is currently working with a small utility company to document their processes. The company was founded nearly 100 years ago, with a workforce more like a family than a structured business, and over time not much was written down. 

With recent mergers and acquisitions fueling growth, this lack of documentation had become a big problem. Where one department believed they were doing good work, another department wondered why others were not meeting their requirements. 

With the help of an experienced facilitator, when their processes were mapped on a whiteboard — handoffs, review points, and communication pathways — process inefficiencies, gaps, and duplications became obvious.

Based on these helpful process maps, TWFH conducted a gap analysis on their existing documents and is currently preparing the final set of process documentation.

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Final Thoughts

Documenting your internal business processes can lead to significant cost savings, happier clients, and a less stressful, more efficient work environment for team members.

But for many businesses, this task may seem daunting, especially for teams already fully occupied with producing results for clients. The best way to generate process documentation may be to hire a writing agency to facilitate the discovery, analysis, optimization, and flowcharting of your projects’ processes. 

From young start-up businesses to well-established companies, talented employees put forth their best efforts to please customers. Their project managers have a challenge similar to an orchestra conductor, i.e., making sure all aspects of the project are fine-tuned and perfectly timed. 

Without current process documentation, as is the case with many companies — old and new — inefficiencies, gaps, and overlaps can lead to frustration and excessive labor costs that may not be apparent to management.

Especially for some older companies, for example: In the transition from paper files to cloud storage, from new tech to newer tech, keeping up with documenting new ways of doing business may not have been top priority. This is not unusual, especially when serving the client has been the major focus.

As businesses grow, especially through acquisitions or mergers, new processes will need to be developed and documented, usually from scratch. Especially in these cases, it’s very helpful to hire a writing agency to help sort it all out.

To learn more, please refer to this article’s sister post “How Can a Writing Agency Work With SMEs to Develop SOPs?”.

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Jennifer, also known as "Rizzo," is a Denver-based writer and genealogist with a passion for history, travel, and languages. She studied Spanish at the University of Guadalajara in Guadalajara, Mexico and also lived and studied in Ancona, Italy. She also holds a certification for International Tour Management through the International Guide Academy, as well as a Genealogy certification from IAP Career College. Since joining The Writers For Hire, Jennifer has tackled a vast array of projects—from RPFs and SOPs to memoirs and company history books— and has done many in-depth genealogical research and family tree projects. She has also worked as Project Manager for various client projects, including family history books, websites, RFPs, blogs, autobiographies, and SOPs. Jennifer is our resident historian and genealogist, and can often be found examining 200-year-old books in various archive sites around the globe. She enjoys working closely with clients, and loves any opportunity that allows her to indulge her creative side.

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After putting in enough time as a busboy, a cheesesteak artist, a medical courier, and a nightclub bouncer, Peter took the logical next step—securing a position at a bicycle shop. While serving as a mechanic and a salesman, his incriminating degree in creative writing from the University of Arizona got him assigned to every additional duty that had anything to do with words. Between all the wrenching and selling, Peter wrote website copy, emails, blogs, digital and print ads, press releases, articles, advertorials, and scripts for radio and television commercials. What started as a summer job evolved into an 18-year career in the cycling industry, gaining him experience in corporate communications, public relations, social media management, event planning, marketing, and retail advertising. Since joining The Writers for Hire, Peter has branched into ghostwriting, op-eds, RFPs, SOPs, and producing work for aerospace and engineering firms, public utilities, oil and gas companies, real estate developers, and the entertainment industry. At his home base in New Jersey, Peter spends his free time souping up cheap vintage guitars, admiring his dog, and talking about moving to the Adirondacks.

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Arielle Emmett joined The Writers for Hire after a 30-year career in science, technology, and international journalism education. Early in her career, during the Watergate era, Arielle was selected as a journalism intern for The New York Times columnist William Safire, and she was a correspondent for Newsweek. She has worked as an editor for Science Digest, as a reporter and features staff writer for the Detroit Free Press, and as a columnist for The Philadelphia Inquirer and The American Journalism Review. She also has held senior editor and editor-in-chief positions at leading technical magazines and was a 10-year contributing editor at The Scientist. Arielle’s work has been published in Parents, Ms., OMNI, and Toronto Globe & Mail, among other publications. In 2011 she completed her doctoral dissertation in visual media and iconic photography at the University of Maryland. Since then, Arielle has taught science communications and online journalism at Temple and Drexel Universities, International College Beijing, and University of Hong Kong.

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Morgan has worked in marketing and communications for more than eight years, with a primary focus on copywriting and content creation. Throughout her years of experience, she has written and edited almost every kind of copy imaginable – magazine articles, blog posts, website copy, brochures, press releases, nonfiction books, newsletter articles, brand guidelines, and more – for both B2B and B2C audiences in a wide array of industries, including energy, technology, finance, healthcare, education, travel, retail, and more. In addition to her creative skills, Morgan has technical expertise in HTML coding and utilizing content management systems (e.g. WordPress) and email platforms, such as MailChimp, ExactTarget, and Constant Contact. With a lifelong interest in language, it is not surprising that Morgan has a bachelor’s degree in German and Linguistics from Rice University, where she studied more than eight languages. In 2011, she received her master’s degree in Advertising from The University of Texas, where she was accepted into the elite Texas Creative Program for her copywriting skills. In her free time, Morgan enjoys writing personalized picture books for friends and family.

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Shelley’s love of words began in first grade, composing poems for her dear teacher and mentor, Mrs. Blanchard. Her writing career began with several years as a county newspaper reporter, where she developed a love for interviewing all sorts of people. Besides feature writing, her news beats included city government, education, and nonprofits of every stripe. As a determined “adult student,” Shelley graduated summa cum laude from the University of North Carolina at Greensboro in 2010 where she also wrote profiles of outstanding adult students for a “Web Weekly” newsletter and edited a grant proposal for a campus office. After college, she wrote English instructional materials, website copy, product copy, and blogs before joining two construction and development ezines as a staff writer, happy to be conducting interviews for each assignment. Several years of intervening employment in corporate merchandising and HR deepened Shelley’s understanding of the workings of larger companies and the written content they require. She now loves being part of the writing teams at The Writers for Hire. When not at a keyboard, she can be seen jogging in her Southern neighborhood or found holed up with a biography, a vegetarian cookbook, or a vintage TV show.

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She earned her Master of Fine Arts in Creative Writing with a concentration in screenwriting from National University in La Jolla, California, and her Bachelor of Arts in Writing from the University of Tampa in Tampa, Florida. 

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Carol Kim is a versatile freelance copywriter who specializes in content marketing, blog posts, website content, and email marketing for business clients. She especially enjoys diving into research and discovering what makes every company unique. Carol holds a bachelor’s degree from Pomona College and a Master’s in Public Affairs from the LBJ School at the University of Texas at Austin.

Carol is also a children’s book author, having written several fiction and nonfiction books for the educational market. She especially loves helping kids learn about the environment and social sciences. Her first nonfiction picture book from a trade publisher is due to be released in fall 2021. 

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Martha Scott’s technical writing career began on a contract at Houston’s Johnson Space Center. She edited papers for scientific journal publication, documents for departments across the site, and a book about a proposed crew escape vehicle. She produced a yearly booklet describing Shuttle contract cost-saving measures, the mission managers’ Flight Data Pack, and a 45-page booklet called Charting a Course to the Year 2000 and Beyond describing plans to develop additional space vehicles and prepare for manned Mars explorations. At Invesco, Martha edited and contributed to two company newsletters (online and hardcopy). She wrote software user manuals, Help files, Training and Benefits department documents, and, finally, shareholder reports. She returned to aerospace for the Shuttle Program’s last 5 years where she attended and produced detailed descriptions of presentations and subsequent discussions at the Orbiter Configuration Control Board’s weekly meetings. She also documented crew debriefings for 17 flights. Martha’s most recent experience was on Jacobs Engineering’s contract with a Texas City refinery for which she wrote and edited Engineering, Safety, Inspection, and Information Systems documents.

Suzanne Kearns - Copywriter

Suzanne knew she wanted to be a writer at the age of ten when she wrote her first story, and has spent the past 2 decades writing blog posts, magazine articles, nonfiction and fiction books, sales letters, white papers, press releases, website copy, and anything else that can be put in written form. She has written for Intuit, Avalara, NerdWallet, GoPayment, and as a ghostwriter for a few well-known CEO’s. Her work has appeared all around the internet, including on sites like World News and Reports, Entrepreneur.com, and Forbes. She loves nothing more than being presented with a bunch of data and asked to break it down into digestible content for readers. Most days you’ll find her sitting on her porch with her laptop, writing to the sound of the ocean, and marveling that life can be this stinking good.

Jennifer DeLay - Copywriter

Jennifer has a background in journalism and Russian area studies. She holds a BA from the University of Texas at Austin and an MSFS from Georgetown University. While in graduate school in the mid-1990s, she developed an interest in the oil and gas industry of the former Soviet Union and launched a free newsletter covering the subject. She then spent more than 20 years researching, analyzing and writing about related topics, working for multiple weekly publications and a private consulting firm. Her areas of professional interest also include energy and power in China, Iran and the Eastern Mediterranean, and for fun she researches linguistics, neuroscience and disability-related issues. She has experience in copy-editing and has frequently worked with both native and non-native English speakers, helping them to produce clear, easily understandable articles on complex political, economic, legal and technical topics. Additionally, she has managed many time-sensitive typesetting projects for community institutions. Jennifer enjoys writing personal essays and lives in Atlanta with her family.

Dana Robinson - Copywriter

Dana Robinson has been writing and editing professionally for 10 years, publishing her first article in 2007. She serves as Editor-in-Chief of a local online magazine and is a contributor to various Houston print publications. She honed her experience writing newsletters and managing social media for small businesses and non-profits before moving on to e-books, magazines, and non-fiction books for print. She also enjoys teaching creative writing workshops for children. Dana received her formal education at the University of Houston–Downtown, where she majored in professional writing, minored in creative writing, and was the recipient of the Upper Division Writing award for best essay. She completed internships with Writers In The Schools and The Bayou Review.

Brenda Hazzard - Copywriter

Brenda Hazzard has over 30 years’ experience working as a writer and editor in the private and public sectors. She spent over 20 years working for the US Government in Washington and abroad, and spent several years working with the CIA during which she managed a team of writers producing internal briefs on international news, events, and politics. She writes on a variety of topics but loves opportunities to work on projects that cater to her keen interest in international affairs. She considers herself to be an empathetic editor, one who improves a draft but lets the spirit of the writer shine through. She has also worked on dissertations, white papers, newspaper articles, and family histories.

Adelia Ritchie - Copywriter

Adelia is a scientist, educator, technical writer and editor, poet, and blogger about her Pura Vida lifestyle in Costa Rica. She has more than 40 years experience writing professionally, including her years at Science Applications International Corp., Bechtel Corporation, Defense Acquisition University, and the Department of Defense. She earned her Doctor of Philosophy in Physical Organic Chemistry at Northwestern University in Evanston, Illinois, and her Bachelor of Science in Chemistry and Physics from the University of West Florida in Pensacola, Florida.

Carey Miller - Copywriter

Carey brings more than 20 years of writing and editing experience to The Writers for Hire. A lifelong writer and reader, she holds a B.A. in English from UCLA. Her background includes writing and editorial positions with both book and magazine publishers. She has worked as a copy editor and proofreader for major advertising agencies including Ogilvy & Mather and Rubin Postaer. Her experience includes magazine feature writing and editing as well as manuscript development and editing. A former advertising sales executive, she has crafted a wide range of business, sales, and marketing communication for leading magazine publishers including Conde Nast and Hearst. She has worked with major consumer brands including Nike, Visa, Levi’s, General Motors, Microsoft, Charles Schwab, and Neutrogena.

Coralee Bechteler - Copywriter

In the past, Coralee has been an organic farmer, a chicken herder, a zipline administrative assistant, and an ESL teacher for kids. Today, she's living her childhood dream of being a writer. She currently resides in New York with her cat (and muse) Hermes and a miles-long TBR list that gets longer every day. If she's not reading or crafting, you can usually find her pulled over on a country road writing something down or picking wildflowers. Coralee holds a bachelor's degree in English, an associate's degree in Horticulture, and multiple internationally recognized software testing certifications.

Cecile Brule - Copywriter

Cecile enjoys the challenge of discovering each client’s unique strengths and presenting them to a wider audience. Since joining The Writers For Hire, she has worked on blogs, newsletters, RFPs, end-user documentation, email, social media, sales pages, biographies, op-eds, and fiction.

Previously, she taught in Shenzhen, China and obtained an HSK3 (Intermediate Mandarin) certificate. Cecile enjoys gaming, drawing, producing short films, and growing fifteen different varieties of apples with Serenity Orchards.

Rosalind Stanley - Copywriter

Rosalind Stanley grew up on the Coast of Maine and then accidentally spent fifteen years in Virginia's Blue Ridge Mountains, before moving to the Midwest. She graduated from Lynchburg College in 2008 with a B.A. in Creative Writing (and a minor in Theater Performance); ever since, Rosalind has endeavored to make writing a part of her daily life, whether creative or technical, whether as a volunteer or an employee. She has tutored students, taught workshops, edited fiction and non-fiction books, and worked as a beta reader and a legal writer. She also publishes a newsletter on Substack, where she releases her own fiction serially. When not writing, Rosalind is busy homeschooling her four children and raiding the local library for new fiction.

Sean Patrick Hill - Copywriter

Sean has been a professional writer for more than 25 years, and has an M.A. in Writing from Portland State University and an M.F.A. in Poetry from Warren Wilson College. He's the author of five books, and his writing has won him grants and fellowships from the Kentucky Arts Council, the Vermont Studio Center, the Elizabeth George Foundation, and the Regional Arts and Culture Council. He lives in Louisville, Kentucky, where he also works at his photography.

Wintress Odom - Owner / Editor-in-chief

Wintress founded The Writers For Hire in 2003 after freelancing for several years as a copywriter and editor. She has overseen, edited, proofread, or written copy for over 100 clients and is happy to have maintained long-term relationships with many of her first customers. Wintress is an exceptional proofreader and editor and has a gift for organizing large projects, including large technical manuals and manuscripts. Her educational background includes graduating cum laude from Rice University in 2000, studying at Cologne Gymnasium in Germany, and graduating valedictorian from The Science Academy of South Texas in 1994.
Wintress