The accounts and customer service departments in a facilities services company had none of their processes documented. With staff turnover and new technologies introduced over the years, knowledge was being lost.
Staff members were completing tasks and responding to support requests in different ways, resulting in an inconsistent customer experience.
Within the organisation, colleagues could not step in and do the work of a peer who may be absent resulting in customer requests being delayed and damaging vital customer relationships.
Documenting business processes is important for a variety of reasons, including:
In this case, a complete study of existing workflows was undertaken. Key stakeholders were consulted and agreements were obtained as to what the optimised workflows would look like going forward. These processes were carefully documented and made available to relevant staff and management.