The Role of Documentation in Process Optimisation

Within business, people’s dependence on documentation is steadily increasing. Documents are a versatile tool, nowadays they can be easily created, shared, and edited. However, they are much more powerful than just being a tool for communication. The way documents are put to use can determine a company’s success or failure. Notably documentation can be used to improve the way processes are managed and performed. This report examines the role of documentation in process optimisation through the case of a Greentech startup. Participant observation was conducted to discover how the company could enhance their documentation practices with the goal of optimising their sales process. Literature suggests that the three main benefits of documentation are standardisation, information, and monitoring. Each of those elements contributing in their way to making processes more effective. To successfully execute proper documentation practice, it is imperative that it is executed iteratively, there is good planning, and a positive attitude towards the practice. The research showed that within the analysed company, documentation could be improved by introducing more structure. Additionally, the organisation is recommended to create monitorable success indicators, a model to record learnings and establish plan to complete unfinished tasks.