Ops Process Doc

Process Documentation

When to use

Use this to capture how a repeatable process actually runs so it can be trained, audited, or handed off, and whenever tribal knowledge needs to become a durable, followable SOP.

Not for: improving a broken process (use ops-process-optimization — document the current reality first, then optimize), or one-off tasks that will never repeat.

Method

1. Frame the process. State its name, purpose, trigger (what starts it), and definition of done.
2. Identify actors. List every role that touches the process; you will map them in the RACI.
3. Map the steps. Walk it end to end. Per step capture action, actor, inputs, outputs, and decision points. Decision: document what happens today, not the idealized version — mark known deviations.
4. Draw the flowchart. Render the sequence as a Mermaid flowchart with decision diamonds for branches.
5. Build the RACI. Per step assign Responsible, Accountable, Consulted, Informed — exactly one Accountable per step. Decision: two candidates for Accountable means the step is really two steps; split it.
6. Write the SOP. Turn steps into numbered, imperative instructions with tools, timing, and quality checks.
7. Add controls. Note exceptions, escalation paths, and where errors are caught.

Example

Process: new-hire laptop provisioning. Trigger: signed offer in HRIS. Done: employee logs in day 1.

flowchart TD
  A[Offer signed] --> B[IT creates ticket]
  B --> C{Standard role?}
  C -->|Yes| D[Ship standard image]
  C -->|No| E[Manager specs build]
  E --> D
  D --> F[Enroll in MDM]
  F --> G[Verify login]

RACI step "Ship image": R=IT tech, A=IT lead, C=hiring manager, I=HR.

Pitfalls

• Documenting the ideal, not the actual. An SOP that doesn't match reality trains people to ignore it.
• Multiple Accountables per step. Diffused accountability means no one owns the outcome; enforce one A.
• Steps with no decision branches. Real processes fork; a purely linear diagram hides the exceptions that cause errors.
• No review cadence. Undated SOPs rot silently; stamp owner, version, and next review.

Output format

Overview:   name | purpose | trigger | done-when | frequency
Flowchart:  Mermaid flowchart TD
RACI:       rows = steps, columns = roles (one A per row)
SOP:        numbered steps | owner | tools | duration | quality check
Exceptions: escalation paths, error catches
Revision:   owner | version | review cadence