Unlocking Hidden Knowledge of the Operational Team for Process Optimization and Business Transparency

Our customer faced a unique challenge: a small group of employees held key operational knowledge. These team members, having worked on the same operations for over five years, possessed irreplaceable expertise. The company needed to document this knowledge to optimize processes and enhance business transparency.

Challenge

The challenge was to capture and document the unique and critical knowledge held by the operational team. The goal was to transform this tacit knowledge into standardized, accessible algorithms and instructions that could be easily understood and followed by other team members.

Solution

The project was extensive, broken down into stages and substages. Initially, the Manuscript team conducted a series of interviews and created comprehensive process flowcharts. These processes were then unified, approved, and transformed into user-friendly instructions. Our team worked closely with the customer’s staff and management to ensure no critical information was lost.

Results

The documentation process revealed a number of routine operations. This allowed the customer to hire new staff for these tasks and onboard them three times faster than before. Experienced operational team members were able to dedicate more time to product improvement.