case study

I was contracted by a recruitment firm to work with their client, an international company that provides custom branded merchandise, gift experiences, website storefronts, warehousing, and fulfillment services for major corporate clients. Like many successful organizations, operational processes and procedures (SOPs) were scattered in different locations, had become outdated, or were lodged in the memories of team members, and needed a cohesive organizational strategy.

strategy, documentation migration, key performance recommendations, and governance

Before I was brought in, the project started with the CEO’s book of important processes, and had grown to include policies, knowledge bases, and training documents across the entire organization. I began by analyzing and recommending cloud-based options to the c-suite team, then customized a solution that met the company’s objectives with branding, audit control features, permissions, approval workflows, and a layout that followed their organizational structure and regulatory compliance needs. Next, I conducted discovery interviews with executives and managers in 15+ departments, reviewed thousands of documents, migrated relevant content, and revised process documentation and governance. To finalize the project, I consolidated KPIs and recommendations into an extensive executive report. Result: The new cloud-based solution provided visibility for executives across the entire organization. The robust sets of accurate and up-to-date documentation were organized to improve interdepartmental communication, efficiency, and training, and support regulatory compliance.