The Challenge
The organization was growing at a rapid rate, and without a centralized point of knowledge, the current practice of training new employees through “tribal knowledge” would make it very difficult to replicate the organization’s reputation for excellence and high standards of customer service. Cyberscribe would need to identify existing processes and document detailed procedures for the following business areas:
- Account administration and collections
- Retail transactions (cash, cheque, point of sale)
- Customer sales and service
- Onsite security and maintenance requirements
- Personnel and customer safety
The Cyberscribe Solution
Content specialists Cyberscribe Solutions conducted a content and gap analysis of all existing business documentation to establish a customized policies and procedures framework. Cyberscribe gained a first-hand understanding of the operation through observation and inquiry. The volume of “tribal knowledge” retained by employees was surprising. Cyberscribe captured operational minutiae to produce an all-inclusive operations guide:
- Daily tasks and responsibilities for each staff position, including interaction and cut-off points
- Correct procedures and escalation processes for all business transactions
- Appropriate responses to customer scenarios, both typical and atypical
- A maintenance schedule of weekly, monthly, quarterly and annual activities performed by outside service providers