When processes grow without design, each department adds its own steps, approvals and spreadsheets. A purchase request may need several signatures that add no real control, or a customer complaint may pass between three teams before anyone takes ownership. Staff create workarounds, new employees learn by asking around, and quality depends on who happens to be on shift that day.
Kemlat improves the processes that matter most and the operating model around them, meaning who does what, who decides and how performance is followed. We document how each process runs today, design a simpler version with your team, write the procedures and responsibilities, and help you put them into practice. We then check that the new way of working holds.
How we work
- 01
Select the processes
We agree which processes to improve first, based on their effect on customers, cost or control. A process owner from your side is named for each one.
- 02
Document the current process
We map each process as it actually runs, step by step, using interviews and real cases. We record the delays, handovers, approvals and rework at each step.
- 03
Design the target process
In workshops with the people who do the work, we remove steps that add no value, clarify decision points and keep the controls that must stay. We check the design against your current systems so it works with the tools you have.
- 04
Write procedures and responsibilities
We write standard operating procedures (SOPs), which are step-by-step written instructions. We add a RACI chart showing who is Responsible, Accountable, Consulted and Informed at each step.
- 05
Implement and train
We agree a rollout plan with the process owners, train the teams involved on the new procedures and support them as they start working the new way.
- 06
Follow up and adjust
We track a few simple indicators, such as how long a request takes from start to finish or how many requests are sent back for correction. Where the new process is not holding, we find out why and adjust it.
What you receive
Current process documentation
Process maps and notes showing how each selected process runs today, with its main problems marked.
Target process design
Simplified process maps with clear decision points, controls and handovers, approved by the process owner.
Standard operating procedures
Written step-by-step procedures in a format your staff can follow and keep up to date.
Responsibility chart (RACI)
A chart that sets who is responsible, accountable, consulted and informed for each step and decision.
Implementation and follow-up plan
The actions, owners and indicators for rolling out the new process and checking that it holds.
What changes for you
- Requests move with fewer handovers and approvals, and less waiting between steps.
- Each step has a clear owner, so problems are resolved instead of passed along.
- New staff learn the process from written procedures rather than by trial and error.
- Process owners can see from simple indicators whether the process is performing.
Where this service sits in the KEMLAT Method
Scope: The service covers the processes agreed at the start. Software changes or automation that the new design may need are identified and scoped separately.
Questions clients ask
How many processes can you cover?
That is agreed at the start, based on the size and importance of each process. It is usually better to improve a few important processes well than to document many that nobody changes.
Will you just produce documents?
No. Documents are part of the work, but we also design the process with your team, help roll it out and check that it is actually used.
What do you need from our side?
A process owner for each process, access to the staff who do the work, and real examples such as forms, reports and system screens. The owner approves the target design.
Do we need a new system to improve our processes?
Often not. Many improvements come from removing steps, clarifying ownership and agreeing standards. Where a system change would clearly help, we say so and explain why.
Who maintains the procedures afterwards?
The process owner. We set a simple routine for reviewing and updating the procedures whenever the process or the systems change.
Related services
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