About Glasswing
Process Knowledge Should Live in Documents, Not Just in People
Glasswing was founded on a straightforward idea: most organisations already know how to do their work well. The gap is getting that knowledge out of people's heads and into a form the whole team can use.
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Founded on a Practical Problem
Glasswing began after conversations with several Kuala Lumpur-based managers who described the same frustration: a team that worked well, processes that ran reasonably, but nothing written down. When someone left, the knowledge went with them. When a process was handed over, the next person ran it differently. When an audit came around, the preparation was exhausting.
The organisation was built around one practical service: sitting with the people who do the work, drawing out what they know, and writing it clearly in language anyone on the team can follow. No complicated methodology to adopt, no software to purchase — just a written record of how things get done.
Since opening, Glasswing has worked with operations teams, finance functions, HR departments, and customer-facing units across industries in Malaysia. The engagements vary in size — from a single session on one critical process to a full function-wide documentation programme — but the core work stays the same.
Our Mission
Written Down, Plainly
Glasswing's mission is to help Malaysian organisations make their process knowledge accessible, durable, and easy to maintain. We believe documentation should read the way a knowledgeable colleague speaks — not like a compliance manual and not like a consultant's deliverable. It should be something the team actually uses.
We write for the person doing the work, not for the person commissioning it.
Every document is designed to be maintained by the team — not dependent on Glasswing.
We keep engagements focused on real processes, not theoretical frameworks.
The measure of success is whether the team uses the documents after we have gone.
The People
Who You Work With
Glasswing is a small advisory practice. You will work directly with experienced consultants throughout your engagement.
Sharifah Hidayah
Founder & Lead Consultant
Over twelve years working with operations and HR teams across Malaysia. Sharifah founded Glasswing to address a gap she observed consistently: capable teams with unwritten processes.
Rajan Balan
Senior Documentation Adviser
Rajan specialises in finance and compliance processes. He has led documentation engagements at mid-sized firms in Kuala Lumpur and Penang, with particular depth in internal controls and approval workflows.
Nurul Zahira
Process Analyst
Nurul works closely with teams during capture sessions to map steps clearly and draft written outlines. She brings a structured, methodical approach to translating conversation into usable documentation.
How We Work
Our Working Standards
Every Glasswing engagement follows a consistent approach built around producing documents that are genuinely useful.
Plain Language Standard
Every document we produce is reviewed against a plain language standard. If a step cannot be understood by someone reading it fresh, it gets rewritten until it can.
Confidentiality Agreement
All engagements are covered by a mutual non-disclosure agreement. Process information shared during sessions remains confidential and is not discussed outside the engagement.
Review Cycle Built In
Draft documents go through at least one review session with the team before finalisation. The people who do the work confirm the accuracy of what has been written.
Tool-Agnostic Outputs
Glasswing produces documents in formats your team already uses. No proprietary tools, no additional software licences, no dependency on our platform to access your own documentation.
Internal Capability Transfer
In the Library Programme, we coach an internal owner so they can maintain and extend the documentation after the engagement ends. The library should not need Glasswing to stay current.
Scheduled, Bounded Sessions
Each session has a clear scope and time boundary agreed in advance. This keeps participants prepared and prevents sessions from drifting into work that belongs in a later stage.
What We Stand For
A Practice Built Around Substance, Not Volume
Glasswing takes a small number of engagements at any one time. This is a deliberate choice. Process documentation requires sustained attention — the kind that is only possible when the consultant working with you is not managing five other clients simultaneously. When Glasswing takes on an engagement, it receives proper time and focus.
The practice operates from Kuala Lumpur and works with organisations throughout Malaysia, including Selangor, Penang, Johor Bahru, and Kota Kinabalu. Remote sessions are available for teams across the country and in the wider region. The working language is English, with sessions that can accommodate Bahasa Malaysia as needed.
Glasswing's advisory work covers operational processes across a range of functions. Common areas include finance and accounts, human resources, sales and account management, customer operations, procurement and vendor management, and internal IT processes. The documentation approach is adapted to fit the nature and complexity of the processes being captured.
The work is measured by one thing: whether the documents produced are actually used. That means writing at the right level of detail for the team, structuring information in a way that is easy to navigate, and ensuring the team can update the documents themselves when processes change. A process library that requires a consultant to maintain it has not fulfilled its purpose.
Work with Glasswing
Let's Talk About Your Processes
A short conversation is usually enough to identify which engagement makes sense and what to document first. There is no obligation to proceed beyond that conversation.
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