Documenting business processes is often a task that everyone needs to tackle but few are eager to start. However, with the right approach, business process documentation can become manageable—and even beneficial. Here’s an expert-backed, four-step guide to making process documentation easy and effective.
Adi Klevit is a legend in the world of process.
As a trained Industrial Engineer and the co-founder of the Business Success Consulting Group, she’s spent more than two decades helping businesses of every size and shape scale and grow their results by implementing efficient systems and processes.
Here’s how to ace your business process documentation in 4 easy steps.
What is business process documentation?
Business process documentation is the practice of recording the detailed steps, activities, and requirements for completing specific tasks within an organization. This includes mapping out a process from start to finish, outlining each step, specifying roles and responsibilities, and ensuring that all relevant resources and tools are noted.
Studies show that companies lose significant revenue due to poorly managed processes (Asana).
Proper documentation not only creates clarity and a comprehensive understanding of how a particular task or workflow is performed. This includes its purpose, sequence of steps, roles and responsibilities, inputs and outputs, tools and resources required, performance metrics, risks, controls, and any other relevant information.
How to prioritize business process documentation as an entrepreneur?
When you first start your process documentation journey, the road ahead looks long. But it isn’t. Or at least it doesn’t have to be 😀!
Even if you’re someone who is super organized by nature, when it comes to introducing processes into your business, the temptation to ‘skip that part’ is very real.
Adi believes the reason most people put process documentation last on their to-do list has everything to do with personality, preference, and good old-fashioned resistance to change.
“As entrepreneurs, the last thing you want to do is sit down and write procedures — it seems like a mundane, boring task. But you have to be involved in the project. And you have to apply it and maintain it as part of your life, instead of chasing the next shiny object.”
So when Adi is faced with a Visionary or CEO who says, "My processes can’t be documented, because I do things differently," she knows she has all the knowledge, skills, and tools to prove that — even in the most unique or creative industry — process documentation creates more room for innovation, not less.
Whether you’re a startup or a growing company, here’s how you can document business processes effectively using Adi’s four-step method.
4 Steps to document your business processes
Step 1: Use the 80-20 rule
When documenting business processes, start by identifying the most impactful tasks. The 80-20 rule suggests that 20% of your processes produce 80% of your results. Prioritize documenting core departments such as Sales, Customer Service, HR, and Operations. For example, if you’re stretched thin, consider starting with a process that will immediately save you time, like customer onboarding or invoicing.
“Ask yourself: What processes, if streamlined, would deliver the highest return on investment?” recommends Adi.
Key Tip:
Understanding the "why" behind each process is crucial. Are you documenting a process to increase efficiency, improve customer satisfaction, or support employee training? A clear purpose helps align the documentation effort with your business goals.
Step 2: Document Each Process from Start to Finish
Once you’ve identified the processes to focus on, it’s time to map out each one in detail. Start by creating a process map or checklist for each department. Break down the process into steps, defining the specific tasks and team members involved in each stage.
Adi’s method involves creating a “library” for each department’s processes, which she then divides into smaller, actionable steps or “playbooks.” Each playbook outlines the actions required to move from Point A to Point B, ensuring consistency and clarity. This approach ensures that each team member understands their role in the process.
Pro Tip: Assign a subject matter expert to each step to ensure accuracy and relevance.
According to Asana, poor process management leads to a 60% loss in skilled worker time. Breaking down tasks into well-documented steps helps prevent this inefficiency, making it easier for teams to follow.
Step 3: Share Knowledge Through Effective Training
Documentation is only effective if employees can access and apply it. Adi recommends conducting a “knowledge transfer” session with key employees or team leaders. This is an opportunity to train your team on the documented processes, explain why they’re essential, and ensure everyone knows how to implement them.
A client of Adi’s was able to expand their business quickly by hiring and training new account managers in record time, thanks to a set of well-documented processes. This highlights the value of organized knowledge sharing and efficient onboarding.
8 Tips for Effective Knowledge Transfer:
- Set clear objectives
- Assign ownership for each process
- Get input from multiple departments
- Make each step measurable
- Ensure processes are repeatable
- Provide necessary training
- Test processes for potential improvements
- Adjust and refine as needed
“Well-documented processes are only as good as the employees who follow them,” Adi notes. By formalizing knowledge transfer and making documentation accessible, you empower your team to work more effectively.
Step 4: Review and Revise Regularly
Business process documentation should be treated as a living resource that evolves with your business. Adi advises conducting periodic reviews to ensure processes remain relevant. This isn’t solely the responsibility of the CEO or operations leader; everyone should have a role in revisiting and improving documentation.
With platforms like Whale, it’s easy to schedule reviews and assign experts to keep documents up-to-date. Regular revisions help ensure your processes are always aligned with current business goals and practices.
“A ‘set it and forget it’ approach doesn’t work with process documentation,” Adi cautions. By keeping documentation updated, you ensure that it continues to add value.
Examples of Business Process Documentation
Common examples of business process documentation include:
- Customer Onboarding Process: Outlines how to introduce new customers to your service, including account setup, initial training, and ongoing support.
- Employee Onboarding Checklist: Lists each step for bringing new employees up to speed.
- Sales Playbooks: Provide scripts and strategies for sales representatives.
- Customer Support Guides: Detail procedures for handling customer inquiries and complaints.
- Process Flowcharts: Visualize the steps in complex processes, helping to identify bottlenecks.
Each document type serves a unique purpose and can be customized for different business needs.
Additional Tips for Ace-Level Business Process Documentation
If you’ve followed the above steps, you have process planning down to a science — well done!
But Adi’s advice doesn’t stop there.
Over two decades in the industry means she’s got more than a few pro tips up her sleeve. Here are some of the more nuanced tactics Adi shared with us to help take your process documentation to the ace level.
✅ If you run on EOS®, make process a rock.
"Companies that run on EOS make process a rock. They choose a process for the quarter, and they make it happen. When you set a rock, you actually have to be on track and meet it, and it will be there to discuss every meeting if it doesn’t move forward."
✅ Have a purpose and use it as a KPI.
"Have a purpose. Know why you’re doing it. Choose to start in an area that will make the biggest difference and that you are enthusiastic about."
Whether your ‘why’ is freeing up more time, gaining clients, or increasing revenue, make sure you position your company as one of only 4% who measures how successful your process is.
✅ Use a project management tool.
"Run it as a project and use a project management tool like Asana, Monday, or ClickUp to break it down. Identify the area, assign someone to write the playbooks, assign a due date and have somebody manage the project."
✅ Find your tone of voice.
"You have to write processes and procedures with the voice that matches your culture and who you are. Don’t write dry standard operating procedures if you’re this hip company. Make sure everything matches your branding, core values, and who you are."
✅ Balance your Visionary and Integrator.
"In EOS terms, you have a Visionary and an Integrator. The yin and the yang that work together. With solely one or the other, we’d get nowhere. The Integrator manages the project. And the decision-maker, the Visionary, has to have the vision that the company is going to be run on processes."
How to Use Software for Process Documentation
"My clients document everything in Whale"
If Adi had her way, writing business process documentation would always be done using Whale. And she isn’t just talking about large, well-established companies. "
Everybody should use this tool. Because otherwise, you’re going to write all of these processes on Word documents that are scattered all over. It doesn’t have uniformity of formatting because everybody formats differently. There is no order or organization, and they’re hard to find," explains Adi.
She’s seen firsthand how quickly employees will abandon processes that they can’t find. But with the right platform giving traction to your SOPs, that’s never an excuse. “Whale makes your processes very accessible, easy-to-find, search, use, maintain versions, assign owners, and review. From the start, you’re building the company with a great foundation."
Looking for a way to systemize your business process documentation and leverage your SOPs easily?
Bottom Line: Mastering Business Process Documentation
Want to unlock the next level of growth in your business?
Make sure you use these 4 steps to ace your business documentation;
- Use the 80-20 rule to identify which departments and processes to focus on
- Step 2: Create your chosen department’s processes from beginning to end
- Step 3: Share your knowledge through training
- Step 4: Review business process documentation and revise regularly
Repeat steps 1 to 4 at least once or twice a year to ensure you’re on track for growth.
FAQs about Business Process Documentation
What are the most common forms of business process documentation?
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Process Maps or Flowcharts: Visual representations that outline the steps of a process, showing how tasks move from one step to the next. They help in understanding the overall flow of the process and identifying bottlenecks or inefficiencies.
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Standard Operating Procedures (SOPs): Written guidelines that provide step-by-step instructions on how to perform a specific task or process. SOPs ensure consistency and quality in the execution of tasks.
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Work Instructions: More detailed than SOPs, work instructions provide specific instructions on how to carry out parts of a process. They are often used for complex tasks that require detailed guidance.
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Business Process Narratives: Descriptive documents that explain the purpose, scope, and outcomes of a process, often complementing process maps and SOPs. Narratives provide context and a broader understanding of why a process is important.
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Checklists: Simple, bullet-point lists used to ensure that all steps of a process are completed. Checklists are practical for routine tasks and help in reducing errors.
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Policies: Documents that outline the rules and guidelines for decision-making within a business. Policies provide a framework for the operation of a business and set expectations for behavior and action.
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Business Requirement Documents (BRDs): Detailed descriptions of what a new or improved business process will accomplish, including the business problem, the proposed solution, and the specific requirements needed to achieve the solution.
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User Guides and Manuals: Documentation aimed at end-users, providing instructions on how to use products or systems. These guides help in training users and reducing the learning curve associated with new tools or processes.
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Process Performance Metrics: Documentation that includes key performance indicators (KPIs) and metrics used to measure the effectiveness and efficiency of a business process. These metrics help in monitoring performance and identifying areas for improvement.
What is the purpose of having SOPs in an organization?
The primary purpose of SOPs is to document essential business processes so that tasks are performed consistently and correctly, regardless of who completes them. SOPs serve as a guide to standard practices, enabling smooth operations, better compliance, and a foundation for employee training. They help reduce operational risks and improve decision-making by establishing clear guidelines.
How often should business process documentation be updated?
Business process documentation should ideally be reviewed and updated at least once a year, though some processes may require more frequent revisions depending on the rate of change in your industry or organization. Regular updates ensure that processes remain aligned with current best practices and business objectives. Adi recommends scheduling periodic reviews with relevant team members to keep documentation accurate and relevant. Using software like Whale can streamline this review process by automating reminders and allowing for easy version control.
Key Terms & Further Reading on Business Process Documentation
Ultimate Guide to SOP & Process Documentation
The why, what, and how to unlock the next level of growth in your business with SOPS & systems
