The cycle

Diagnose → Optimize → Automate → Monitor → Evolve. The cycle repeats: a mature SSC revisits the same process whenever volume changes, technology evolves, or the SLA stops reflecting real need.

Two levels of survey

The process survey happens at two levels, connected by purpose.

Macro level, applied to every process in an area or account at once, organizes the survey into areas, processes and activities, with a high-level effort estimate for each one. It serves to prioritize: which processes have enough gain to justify a detailed survey, and in what order to tackle them.

Detailed level, applied process by process once the macro prioritization points to where it is worth investing time, drills each activity down into steps, evidence, owners, applications involved, risks and improvements — each improvement with its estimated gain per execution.

Documentation generated, not handwritten

The method’s most distinctive feature: from the structured detailed survey, a proprietary tool automatically generates the process’s AS-IS document, the user manual, training material, a BPMN flowchart, and the automation project’s scope document.

This matters for a practical reason, not an aesthetic one: handwritten documentation goes stale the day the process changes, and depends on the memory of whoever took part in the survey. Documentation generated from a structured survey is consistent across processes, traceable back to the survey’s source, and can be regenerated every time the process evolves — with nothing rewritten by hand.

What this means in practice

At the end of a detailed survey, the client receives a complete set of process documentation ready for team training, for audits, and for specifying any subsequent automation — without the typical lag of manually maintained documentation.