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Process Documentation

Capturing and sharing your best practices

At almost every organization, there is a significant gap between the way management thinks processes are executed and what really happens on the front line.

Orion –America’s most experienced BPM experts– will help you document, refine, standardize and maintain your best practices.

Benefits – What Good Documentation Does for Your Business

  • Consistent Execution = Better service at lower cost
  • Wisdom and Nuances = Capture the “magic” that creates customer satisfaction
  • Transformation Enabled = Understand the “why” before you reinvent
  • Measure What Matters = Identify the right upstream pulse points
  • Team-Team-Team = Better handoffs build a culture of improvement
  • Overcome Brain Drain = Good docs made knowledge an asset

The Orion Documentation Process

Good process documentation is not a function of utilizing the right modeling notation. It depends on the ability of the consultant to help process practitioners think through their work, contemplate various customer needs, recognize exceptions, and collaborate with colleagues. Rather than just write down what we are told, Orion utilizes a highly interactive workshop approach to capture, clarify and validate your best practices.

Discover the Magic in Your Business Processes

Work Products

Good process documentation can be as simple as an easy-to-read swim line chart or as comprehensive as detailed procedures with accompanying graphics or videos. Orion will help you structure and create the documentation that best meets your organization’s business goals.

Elements of your process documentation may include:

  • Purpose statement & success metrics (KPIs)
  • System maps – The big picture
  • Top-down & cross-functional flowcharts
  • Step-by-step procedures or narrative
  • RACI – Everyone’s roles
  • FMEA (risk management) and control points
  • Governance protocols – Who owns and updates the docs?
  • IT system interactions – Touch points and/or data definition

Orion can create your documentation in MS Office/Visio, Blueworks, Lucidchart or whichever format is most useful to your process performers and Process Owners.

The Wisdom of Bob:

Perspectives from Orion’s Practice Leader

Do Not Skip As-Is Analysis

System Map Essentials

Repeatable vs. Reproducible Processes

Baby Boomer Brain Drain

Unparalleled Real-World Experience

More than 30,000 professionals from private and public sector organizations have completed Orion’s Process Mapping seminar in the last three decades.  Our experience goes far beyond the classroom.  Below are just some of the clients for whom Orion has provided process mapping consulting, coaching, analysis and facilitation. No team of experts in the United States has helped more organizations in more industries leverage process mapping to achieve performance excellence.

Business Services

Acxiom (Data)
Chemtrade Logistics
ClientLogic (Call Centers)
Control Solutions (Auditing)
DGI Supply
Flint Energy (Logistics)
Louisiana Offshore Oil Port (Transportation)
NYK Line (Cargo)
Terremark (Data Centers)
Visa International
Weichert Workforce Mobility

Manufacturing (General)

American Biltrite
BAE Systems
Becton Dickinson & Company
Formosa Plastics
Harris Corporation
JLG Industries
KLA Tencor
Philip Morris
Reynolds American

Pharma and Petrochemical

Aventis Pasteur
Glaxo Wellcome
Hoffmann-La Roche
Marathon Ashland Petroleum
Shell Caribbean

Utilities (Energy and Phone)

AT&T Mobility
Bell South
Bonneville Power Administration
Colorado Springs Utilities
Consolidated Edison (ConEd)
Consumers Energy
Duke Energy
Hawaiian Telecom
Metropolitan Water Dist of So. Cal.
Pacific Bell
Santa Clara Water District
Santee Cooper
Southern California Edison

Consumer Services and Retail

AAA (Automobile Club)
AT&T Mobility
B&H Photo (Retail)
Carlson Hospitality (Radisson Hotel)
Coca-Cola (Distribution)
Gate Petroleum (Retail)
K. Hovnanian (Home Construction)
Kal Tire (Retail)
Kohl’s (Retail)
L’Oreal (Cosmetics)
Target (Retail)
Timex (Watches)
Tori Richard, Ltd. (Clothing)


Atlanta Public Schools
California State University System
Case Western Reserve University
Dallas Independent School District
Michigan State University
Princeton University
Schoolcraft College
University of California Davis
University of Delaware
University of North Carolina Charlotte
University of Pennsylvania

Financial Services

Affinity Federal Credit Union
American Funds
Berkley Mid-Atlantic Group
Capital One
Consumers Credit Union
Delaware Pensions
Farmers Insurance
Federal Reserve Bank of New York
First American Title Insurance
The Hartford Insurance
Hawaii Medical Service Assoc.
Indiana Public Retirement System
National Rural Utilities CFC
Ohio Public Employees Retirement System
Optima Health
San Antonio Federal Credit Union
State Farm Insurance
State of Wisconsin Investment Board
Technology Credit Union

Government and Not-For-Profit

American Automobile Association
American Cancer Society
American Petroleum Institute
American Red Cross
Chatham County, GA
City of Austin, TX
City of Rochester Hills, MI
Cleveland Water
County of San Mateo, California
Dakota County
Delaware Pensions
Delaware River Port Authority
Denver International Airport
Fairfax County, VA
Hillsborough County, FL
Indiana Public Retirement System
Johnson County Sheriff’s Office
Judicial Council of California
Kids Central
Metropolitan Water Dist of So. Cal.
Midwest Forensics Resource Center
Neighborhood Centers
Ohio Public Employees Retirement System
Orange County, California
Prince William County, VA
Santa Clara Water District
San Diego County, CA
SWF Water Management District
State of Michigan
– Dept. of Family Services
State of Hawaii
– Dept. of Taxation & Labor
State of Michigan
– Office of Retirement Systems
– State Police
State of New Jersey
– Dept. of Treasury
State of Texas
– Council on Workforce and Economic Competitiveness
– Dept. of Agriculture
– Dept. of Insurance
– Dept. of Public Safety
State of Wisconsin Investment Board
Travis County (TX)
U.S. Coast Guard


Children’s Medical Center (Dallas)
Michigan Public Health Institute
Shands Hospital
Texas Children’s Hospital

Let’s Talk!

Complete this form to receive Orion’s comprehensive process documentation template. Let us know your goals and challenges.  We are the best resource to facilitate the development of your organization’s process documentation.

Call Orion at (800) 510-2117. Let’s explore how you can leverage Orion’s expertise to achieve your goals.

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