Building Organization-wide Standards and SOPs Across Multiple Brands
At Strategic Decision Solutions, consultants supported 6 client brands, each with its own expectations, deliverables, and rhythms. I led the development of more than 20 company-wide SOPs, partnering directly with the CEO to build a repeatable documentation method that gave consultants one shared playbook and made delivery consistent across a fast-paced remote team.
The Challenge
The team ran on institutional knowledge that varied widely from person to person. Critical processes, including client calls, project scheduling, deliverable handoffs, and internal communication, were undocumented or only partly documented. The result was inconsistent delivery, misaligned expectations, and a heavy burden on leadership to answer the same questions over and over. Without a reliable playbook, consultants recreated processes from scratch or leaned on outdated notes scattered across tools. The team needed one accessible source of truth.
My Role
I owned capturing the organization's operational knowledge, translating it into clear, usable SOPs, and building the frameworks and templates that made execution consistent. The work ran across leadership, consultants, SMEs, and project coordinators: I facilitated discovery conversations, synthesized different perspectives, and created documentation that served both new hires and experienced consultants.
What I Did
I started each SOP with a structured Discovery Call with the CEO to define the intended process, the reasoning behind key steps, and the outcomes consultants needed. I then worked with client-facing consultants and SMEs to ground each process in operational reality, and walked through the whole process myself, capturing screenshots and documenting every step.
Each SOP included:
- A clear purpose and scope
- Step-by-step instructions with screenshots
- Role responsibilities and handoff points
- Tool instructions and platform-specific steps
- Quality and completeness checks
- What to do when something goes wrong (escalation and exceptions)
Once a draft was approved, I built a visual process flow in Mural to show the workflow from a systems view, then converted each SOP into usable assets:
- Process templates in Smartsheet and Hive
- Meeting agenda templates
- Script templates for client communication
- Supporting documents and resource links
Everything lived in one unified Box library so the whole company could reach the current version at any time.
Constraints
There was no foundational documentation to build from. Each consultant worked a little differently, so the SOPs had to unify and elevate without imposing rigidity. In a fully remote, high-workload environment, the documentation had to be easy to follow, visually clear, and immediately practical, and it had to serve both training for new hires and better performance for existing consultants.
The Result
Consultants went from recreating processes from scratch and hunting through outdated notes to working from one shared operating language. Delivery became more consistent, expectations were clearer, and the steady stream of clarification requests to leadership dropped off. Onboarding got smoother because new hires had role-specific guides instead of verbal explanations, and because each SOP shipped with templates and tools, consultants completed complex tasks faster and with fewer errors. The organization gained a scalable operational foundation it could keep building on.
Skills Demonstrated
- Process analysis and optimization
- SOP creation and documentation
- Cross-functional collaboration
- Template development
- Quality control and revision
- Building scalable operational infrastructure
