Process Documentation Priority Matrix
High Priority (Immediate - Next 30 Days)
- Customer Escalation Procedures: Standard process for handling escalated customer issues, communication protocols, resolution timelines. Critical for customer satisfaction and legal/compliance risk. Documentation effort: 2-3 days. Owner: Head of Customer Success + Operations Manager
- Security Incident Response: Step-by-step process for detecting, containing, and resolving security incidents. Critical for SOC 2 compliance, customer trust, potential regulatory requirements. Documentation effort: 1-2 weeks. Owner: IT Security Lead + Legal/Compliance
- Employee Onboarding Workflow: Complete process from offer acceptance to 90-day milestone, including system access, training, equipment. Critical for new hire productivity and consistent experience. Documentation effort: 3-4 days. Owner: People Operations + IT
Medium Priority (Next 60-90 Days)
- Product Release Process: End-to-end process from development completion to customer communication, including QA, deployment, rollback procedures. Important for product quality and team coordination. Documentation effort: 1-2 weeks. Owner: Engineering Manager + Product Manager
- Vendor Management Process: Evaluation, selection, contracting, and ongoing management of third-party vendors. Important for cost control and risk management. Documentation effort: 1 week. Owner: Operations + Finance + Legal
Implementation Strategy
Use Notion templates with standard format, monthly review with process owners, quarterly cross-functional review, assign dedicated process owners for maintenance.
