Client Feedback
What Teams Say After Their Processes Are Written Down
Feedback from operations managers, finance leads, and HR teams who worked with Glasswing across Malaysia.
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Organisations served since founding
Of clients report active document use post-delivery
Processes documented across all engagements
Client Reviews
What Clients Are Saying
Ahmad Hakim Zainal
Operations Manager · Petaling Jaya
We had always described our onboarding process verbally. Every time someone new joined the team, a different person explained it differently. Glasswing ran the capture session with three of us and produced a written outline that we have since used without modification. The session itself was organised — they knew exactly what questions to ask to pull out the steps we had been skipping over.
April 2025 · Process Capture Session
Lim Pei Ying
Finance Director · Kuala Lumpur
The Documentation Advisory covered four of our key finance processes — payment approvals, vendor onboarding, monthly close steps, and expense reimbursements. The finished documents are genuinely used. When we brought in a new accounts executive last month, the onboarding took half the usual time. That was not the case before we had these written down.
March 2025 · Documentation Advisory
Rajan Selvakumar
HR Manager · Shah Alam
I was sceptical about whether an outside adviser could accurately document our HR processes without getting things wrong. They were careful — at the review stage they flagged two steps they were not confident about and asked us to clarify before finalising. That kind of care gave me confidence in what we ended up with. The template was also useful; we used it independently for two more processes afterward.
April 2025 · Documentation Advisory
Nurul Farhana Idris
COO · Cyberjaya
We engaged Glasswing for the Library Programme because we were preparing for an internal audit and realised we had almost nothing written down. Eleven sessions over about three and a half months. By the end we had a proper library covering the full operations function. The coaching for our internal owner was especially valuable — she now updates documents herself whenever a process changes.
May 2025 · Process Library Programme
Tan Wei Liang
Managing Director · Penang
Remote sessions worked well. Our team is based in Penang and Glasswing is in KL, but the video sessions ran smoothly and the quality of the output was no different from what I imagine an in-person session would have produced. We started with the single capture session to test the approach, and we will be booking the advisory engagement next quarter.
April 2025 · Process Capture Session
Zarina Abdul Malik
Head of Customer Operations · Johor Bahru
The four sessions covered our complaint handling, escalation routing, and customer onboarding. The documents are clear enough that I can hand one to a new team member and ask them to read it before their first shift. That was never possible before. My only note is that I'd have liked to cover one more process — we had a fifth in mind, but it was outside the agreed scope.
March 2025 · Documentation Advisory
Case Studies
How the Engagements Played Out
Challenge
Finance Team, 45-Person Manufacturing Firm
The finance team of seven people ran their monthly close without any written procedure. When the senior accountant went on extended leave, the team had no reference to work from. The close took three extra days and two errors needed correcting.
Approach
Glasswing ran the Documentation Advisory. Four sessions covered the monthly close, journal entry review, bank reconciliation, and the management accounts pack preparation. The senior accountant and two others attended each session. A reusable template was produced alongside the four documents.
Outcome
The next close after delivery ran on schedule. A different team member led the reconciliation steps and completed them correctly without assistance. The team used the template to document two further processes themselves in the following month.
"We ran the close properly for the first time without our most experienced person present." — Finance Manager
Challenge
HR Function, Technology Company, KL
A growing technology company had expanded its team from fifteen to sixty people over two years. The HR manager was the only person who fully understood all the HR processes. She was aware this was a risk, but had never found time to write anything down.
Approach
The Process Library Programme was agreed covering the entire HR function: hiring, onboarding, leave management, performance reviews, offboarding, and payroll preparation. Eleven sessions over three months. A junior HR executive was designated the internal library owner and was coached throughout.
Outcome
The completed library covered all six function areas. The HR manager took two weeks of leave the following month — the first time she had done so in two years. The junior owner handled routine queries using the library and updated one document without external assistance when a process was adjusted.
"I could actually take leave without worrying. That has not happened in years." — HR Manager
Challenge
Operations, Professional Services Firm, PJ
A professional services partnership needed documentation for one critical client intake process before a compliance review. They had roughly three weeks from the decision to document to the review date. A full engagement was not possible in that time.
Approach
A single Process Capture Session was booked. The session focused entirely on the client intake steps from first contact through to engagement letter sign-off. Three people attended: two who ran the process and the compliance lead. The written outline was delivered within four working days.
Outcome
The document was used directly in the compliance review and received no queries. The partners subsequently booked the Documentation Advisory to cover three further processes. The engagement cost was RM 480 — within a budget they had not expected documentation to fit into.
"It was exactly what we needed for the review, delivered faster than we expected." — Managing Partner
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