Question 1 of 10
What process are you documenting?
Examples: New client onboarding, Order fulfillment, Handling a customer complaint, Monthly invoicing, Hiring a new employee, Processing a return, Collecting payment
Question 2 of 10
Who is responsible for this process?
Example: "Sales Manager", "Accounts Receivable Clerk", "Operations Lead"
Question 3 of 10
When does this process get triggered?
What kicks it off?
Example: "A new client signs a contract", "A customer calls with a complaint", "It's the 1st of the month", "An order is placed in our system"
Question 4 of 10
Walk me through the steps, in order.
What happens first? Then what? Then what?
Don't worry about being perfect. Just write it the way you'd explain it to a new hire over coffee. We'll clean it up.
Question 5 of 10
Are there decision points in this process?
Where does someone have to choose between options?
If/then logic, approval thresholds, rule-based branches
Question 6 of 10
What tools or systems are used?
Example: "Salesforce, Google Forms, Zendesk, email, approval forms, scheduling software"
Question 7 of 10
How long should this process take?
Example: "30 minutes", "2 days", "1 week", "4 hours"
Question 8 of 10
What's the most common mistake people make?
Be honest. These become the "common mistakes to avoid" section that helps prevent rework.
Question 9 of 10
How do you know this process is done?
What's the end result?
Example: "Invoice is sent and logged in our system", "Customer receives their order confirmation email", "New hire has completed orientation and signed all documents"
Question 10 of 10
Hard rules: What should NEVER happen?
Example: "Never send an invoice without manager approval", "Never skip the compliance checklist", "Never process a refund without verifying the customer account"