Strategy and Product
Process mapping
When product grows, invisible processes break first: manual onboarding, support queues, spreadsheet approvals, and “just this once” integrations. We make flow explicit to prioritize automation, API contracts, and lead-time metrics.
We use notation fit for context (light BPMN, value stream, or linear flow) without classic consulting bureaucracy. Focus is handoffs between people and systems: where rework is born, where the single source of truth is missing, and where digital product still depends on heroes.
For fast-growing startups we tie process to hiring and training capacity; for digital services we tie to pricing and commercial SLA so you do not promise what ops cannot absorb.
Portfolio of Process mapping
Deliverables
As-is and to-be maps
Editable format plus reference PDF.
Exceptions and policies catalog
What is “special case” today and proposed rule or elimination.
RACI matrix
Owners per step for decisions and escalations.
Improvement backlog
Prioritized items with impact vs effort and tech dependency.
Candidate integration spec
High-level data contracts, events, and systems involved.
Executive narrative
Short deck to align board or investors on operational risk.
Execution methodology
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Select critical processes
Criteria: volume, revenue/churn impact, regulatory risk, and single-team dependency.
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As-is capture and workshops
Interviews with doers, not only managers; evidence from tickets, logs, and spreadsheets when available.
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Modeling and bottleneck analysis
Wait vs process time, rework, exceptions, and implicit policies that become “shadow workarounds”.
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To-be design and definition of done
Clear states, owners, internal SLAs, and what becomes product workflow vs integration (queue, webhook, RPA).
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Change plan and metrics
Wave-based roadmap, adoption risks, and KPIs (lead time, % exceptions, cost per case).
