Write Down How Work Gets Done — Clearly, Once

We work across a wide range of operational processes — onboarding, finance operations, customer handling, HR procedures, sales workflows, and internal approvals are common examples. The subject matter is less important than whether the team would benefit from having it written down clearly. If a process is repeated, involves handovers, or has caused inconsistency, it is a strong candidate.

A single Process Capture Session is typically completed within one to two weeks from booking. The Documentation Advisory spans four sessions usually scheduled over four to six weeks. The Process Library Programme covers eleven sessions and is typically structured over three to four months, adjusted to the organisation's pace.

The people who actually do the work being documented. A process owner or team lead should also be present to confirm scope and sign off on the outline. We keep session sizes small — usually two to four people — so the discussion stays focused and productive.

We produce plain-language written documents in a format your team can open, edit, and maintain with standard tools — no proprietary software required. For the Advisory and Library engagements, we also supply a template your team can reuse independently. We can adapt to your preferred file format on request.

No prior documentation experience is needed. The Process Capture Session is specifically designed for teams who have not formalised any documentation before. Our role is to guide the conversation, structure what we hear, and write it in language the team can confidently use and update.

Both options are available. We are based in Kuala Lumpur and can conduct sessions in person for organisations in the Klang Valley. Remote sessions via video call work well and are the standard for clients outside KL or those who prefer the flexibility. The quality of the output is consistent across both formats.

You receive the completed documents and any templates produced during the engagement. For the Library Programme, internal owners are coached on how to maintain and update the library. Glasswing is available for follow-on sessions if your team wants to extend coverage to additional processes at a later stage.