Key Operational Processes for Scaling
Critical Business Processes
- Customer Onboarding: Currently manual with 3-5 day timeline, needs automation for 2x customer growth. Scaling requirements: self-service portal, automated provisioning, scalable training delivery
- Incident Response: Well-defined for security, needs expansion for operational incidents. Scaling requirements: automated escalation, cross-functional runbooks, 24/7 coverage model
- Vendor Management: Ad-hoc evaluation process, needs standardization for growing tool stack. Scaling requirements: centralized procurement, standardized evaluation criteria, contract management system
- Performance Management: Annual cycle works for current size, needs quarterly touchpoints for rapid growth. Scaling requirements: continuous feedback tools, manager training at scale, performance analytics
Documentation Gaps Identified
- Sales to Customer Success Handoff: Informal process, needs standardization for account continuity
- Product Release Communication: Inconsistent customer notification, needs automated workflows
- Compliance Audit Preparation: Knowledge held by few individuals, needs documented procedures
Process Ownership
- Owner Assignment: Customer Success (onboarding), IT Security (incident response), Operations (vendor management), People Ops (performance management)
- Maintenance Schedule: Monthly process reviews, quarterly optimization sessions, annual comprehensive audits
Scaling Timeline
Next 90 days: Document customer onboarding automation, standardize vendor evaluation process. Next 6 months: Implement automated incident response, enhance performance management cadence.
