Process, Process, Process: The Foundation of Building Truly Scalable Teams
“We’ll figure it out as we go.” How many times have you heard this in the workplace?
It sounds harmless, but this phrase often leads to confusion, mistakes, and team burnout. Without clear, written processes, even good intentions can cause problems and slow growth.
Here’s a real example from The Culture Base Podcast: A communications director spent a full year just trying to learn their job because nothing had been documented. That’s 12 months of lost time, stress, and missed chances—all because no one wrote down how things were done.
While creating and maintaining processes requires investment, the alternative is far costlier. Organizations without documented processes essentially rebuild their foundation with every personnel change, creating inefficiency that compounds over time.
As Blake from The Culture Base emphasizes, "You cannot build a scalable team unless you have scalable processes. So the idea that you're gonna be able to create one thing and it's just gonna stand the test of time is stupid." This blunt assessment highlights a fundamental truth about organizational growth: processes aren't just helpful tools—they're essential infrastructure.
In this article, we'll explore why documented processes are critical for growth, when to start building them, how to create effective documentation, the art of refinement, implementation strategies, and the balance between process discipline and flexibility. By understanding these elements, you'll be equipped to build the process foundation your team needs to scale successfully.
Why Documented Processes Are Essential for Growth
Documented processes aren't just administrative busywork—they're the skeleton that gives structure to your organization's operations and enables sustainable growth.
The True Cost of Undocumented Processes
The immediate costs of operating without documented processes are obvious:
New team members taking months to become fully productive
Inconsistent results depending on who performs a task
Knowledge loss when team members leave
Repeated mistakes that could have been prevented
However, the deeper costs are even more significant:
Inability to scale beyond the capacity of a few key individuals
Limited growth due to knowledge being trapped in people's heads
Reduced agility as the organization grows
Decreased valuation for businesses (buyers pay a premium for documented operations)
One manufacturing client discovered that their undocumented processes were costing them over $300,000 annually in rework, training inefficiencies, and missed opportunities—a compelling case for investing in proper documentation.
Processes as the Skeleton of Your Brand
Your brand isn't just your logo, website, or marketing materials—it's the consistent experience you deliver. Processes are the skeleton that ensures this consistency regardless of who's performing the work.
When processes are well-documented:
Customers receive consistent experiences that build trust
Team members understand how their work contributes to the larger brand promise
Quality standards can be maintained during growth phases
Your organization's unique approach becomes replicable and scalable
A service business that implemented comprehensive process documentation saw their customer satisfaction scores increase by 32% within six months—not because they changed what they did, but because they ensured everyone did it the same way every time.
How Processes Enable Consistent Performance Regardless of Personnel
Perhaps the most powerful benefit of documented processes is how they decouple organizational performance from specific individuals:
New team members can quickly perform at higher levels
Roles can evolve without losing operational knowledge
Cross-training becomes efficient and effective
Leadership can focus on improvement rather than daily operations
As Blake pointed to the hat he was wearing in the podcast, "This is where I wore it today. Apparently you wear the one hat. You might have a bunch of hats on, but you're building out that position and what it looks like in this area or this division. And as you're building that out, you're getting it to where you can step away and hand someone that thing."
This ability to "hand someone that thing" represents true organizational scalability—where roles and functions can be transferred without significant performance drops.
Intentions are like opinions, everyone’s got them. But what often keeps us from building scalable teams is our misunderstanding of our processes as we grow. From documenting, to refining, to implementing, our processes are worth the investment. #employeeengagement #workplaceculture #process #trusttheprocess
When to Start Building Your Processes
Many leaders wait for the "right time" to document processes, often delaying until they're already experiencing growth pains. This approach creates unnecessary struggle and limits potential growth.
The Right Time to Document (Spoiler: It's Now!)
The best time to document processes is always now, regardless of your organization's size or stage. Here's why:
Small organizations can document processes more quickly and with less complexity
Early documentation creates habits that scale naturally with growth
Processes are easier to refine than to create from scratch during a crisis
Documentation prevents the formation of inefficient "tribal knowledge"
One startup that implemented process documentation from day one found they could onboard new team members in days rather than weeks, giving them a significant advantage during rapid growth phases.
Starting Small to Avoid the Mountain
The thought of documenting all processes can feel overwhelming, leading many organizations to avoid starting altogether. The key is beginning with a manageable scope:
Identify one critical process that, if documented, would create immediate value
Document that process thoroughly using the guidelines in this article
Implement, refine, and experience the benefits
Expand to the next most important process
As Dustin mentions, "Processes are a lot easier than you think. They just seem…really daunting and they seem like a really big task, but you can't build a scalable team without a scalable process."
This incremental approach prevents paralysis while creating momentum that makes future documentation easier.
Evolving Your Process Documentation Tools as You Grow
Your process documentation approach should evolve with your organization:
Startup Phase (1-10 team members):
Simple digital documents (Google Docs, Notion, etc.)
Video recordings of key procedures
Shared cloud storage for easy access
Growth Phase (11-50 team members):
Dedicated process documentation tools (Process Street, SweetProcess, etc.)
More structured formatting and categorization
Integration with training programs
Scaling Phase (50+ team members):
Enterprise-level knowledge management systems
Process automation where appropriate
Dedicated process ownership roles
As Dustin emphasizes, "I don't want people to think that this process has to be so antiquated where we have to have these binders and reams of paper and typewriters. It's 2023. Use what we have in front of us."
Modern tools make process documentation more accessible and effective than ever before—there's no need to create massive paper manuals when digital solutions provide superior accessibility and updating capabilities.
Creating Effective Process Documentation
Not all process documentation is created equal. The most effective documentation follows principles that ensure clarity, usefulness, and longevity.
Starting with the "Why" (The Lego Instruction Manual Principle)
Effective process documentation begins with explaining why the process exists before detailing how it works. This principle, similar to Lego instruction manuals showing the completed model before the step-by-step building instructions, provides essential context.
When team members understand why a process exists and what it's intended to achieve, they:
Make better decisions when faced with unexpected situations
Feel more invested in following the process correctly
Can suggest more relevant improvements
Connect their work to larger organizational goals
One technology company reduced process deviation by almost 50% simply by adding clear "purpose statements" to the beginning of each process document—team members were more likely to follow processes when they understood their importance.
Breaking Complex Processes into Manageable Phases
Complex processes should be broken down into distinct phases with clear transitions. This approach:
Makes documentation less overwhelming
Creates natural checkpoints for quality control
Allows for easier updating of specific sections
Facilitates better understanding and retention
A financial services firm reorganized their client onboarding process from one massive document into five distinct phases with clear handoffs. This restructuring reduced errors across the board and decreased onboarding time by 28%.
Making Processes Understandable to Anyone in Your Organization
As Dustin notes, "If you can hand this playbook or this process over to someone that has no idea anything about your department... and say, 'Hey, this is a process of the star sales process. Does this make sense to you at all?' Like that's a great way to know that you have a really solid process."
This "outsider test" ensures your documentation is truly clear and comprehensive. Effective process documentation should:
Avoid jargon and acronyms without explanation
Include visual elements that enhance understanding
Use consistent formatting and terminology
Anticipate and address common questions or challenges
Have you ever heard of a "fresh eyes review?" It’s where team members from different departments review each other's process documentation. This cross-functional approach improves clarity and identifies assumptions that insiders had missed.
Using Modern Tools for Documentation (Video, AI, etc.)
Traditional written documentation isn't always the most effective format. Modern tools enable more engaging and comprehensive documentation:
Screen recording tools (like Loom, mentioned in the podcast) capture visual processes more effectively than written instructions
AI transcription services convert verbal explanations into editable text
Digital whiteboards (Miro, Mural) visualize complex workflows
Process mapping software creates professional flowcharts
Knowledge base platforms organize documentation in searchable formats
Videos vs. Text - which is better for your employees? Just ask.
The Art of Process Refinement
Documenting processes is only the beginning. True value comes from consistent refinement that keeps processes relevant and effective as your organization evolves.
Treating Processes as Living Documents
As Blake emphasizes, "If all you do is create, 'hey, this is what we do' and we're going to put it in a book and put it on the bookshelf, all you're doing is creating a novel. You're not really creating actionable movements here."
Static process documentation quickly becomes outdated and eventually ignored. Living process documentation:
Evolves based on feedback and results
Incorporates new approaches and technologies
Remains relevant as the organization grows
Reflects current best practices rather than historical methods
One manufacturing company implemented quarterly process reviews that resulted in an average of 8-12 meaningful improvements to key processes each year, driving continuous performance improvement.
Setting Regular Review Schedules
Think of it like this…
High-frequency processes: Review monthly or quarterly
Medium-frequency processes: Review semi-annually
Low-frequency processes: Review annually
All processes: Review after significant organizational changes
These scheduled reviews ensure processes remain current and prevent the "process debt" that accumulates when documentation falls out of sync with actual practices.
Establishing Process Ownership and Accountability
Blake highlights this crucial point: "The process has to have an author, if you will. And if the author does not constantly update and give revised additions, then it doesn't work. It just, it's old. It's old news."
Every process needs clear ownership to remain relevant:
Designate a process owner responsible for accuracy and updates
Include last-reviewed dates on all documentation
Create feedback mechanisms for users to suggest improvements
Build process maintenance into role expectations and performance reviews
A professional services firm assigned process owners for each core business function and saw a 60% increase in process adherence because documentation remained current and relevant.
Adapting to Changing Business Conditions
Processes must evolve as your business environment changes:
Industry trends and best practices
Customer expectations and feedback
Technological advancements
Competitive pressures
Regulatory requirements
Organizations with adaptive processes outperform those with rigid procedures, particularly in rapidly changing industries. One technology company implemented a "process evolution" protocol that tied process reviews to market changes, allowing them to adapt more quickly than competitors.
Implementing Processes Effectively
Well-documented processes only create value when they're actually followed. Implementation is where many process initiatives fail despite quality documentation.
Understanding That Great Documentation Doesn't Equal Great Implementation
As Blake notes, documentation alone doesn't create change.
“If all you do is create, ‘hey, this is what we do’ and we’re going to put it in a binder and put it on the bookshelf, all you’re doing is creating a novel. You’re not really creating actionable movements here.”
Effective implementation requires:
Training on both the process steps and the underlying principles
Leadership modeling process adherence
Clear expectations around process compliance
Celebration of success stories and positive outcomes
Addressing deviations promptly and constructively
The Two Process Books: Training vs. Everyday Use
Different situations require different levels of process detail:
Training documentation: Comprehensive, detailed, and educational—designed for learning
Reference documentation: Streamlined, accessible, and action-oriented—designed for daily use
Organizations that create both types of documentation see higher adherence rates because team members have appropriate resources for their needs. Having both "process maps" (visual overviews) and detailed guides for training will increase both comprehension and compliance.
Scaling Process Complexity Based on Team Member Experience
One-size-fits-all processes often fail because they don't account for varying experience levels:
New team members: Need detailed, step-by-step guidance with explanations
Experienced team members: Benefit from streamlined processes with more autonomy
Expert team members: May require only outcome expectations and boundary guidelines
Organizations that implement tiered processes see higher engagement from experienced team members while still providing necessary support for newcomers. A professional services firm created three versions of each core process (detailed, standard, and expert) and allowed team members to progress through these levels as they demonstrated mastery.
Creating Accountability Systems for Process Adherence
Without accountability, even the best processes become optional. Effective accountability systems include:
Clear metrics that measure process adherence
Regular audits or quality checks
Peer review mechanisms
Consequence and recognition frameworks
Process adherence as part of performance evaluations
You have to hold people accountable to your systems.
Balancing Process Discipline with Flexibility
Too rigid: processes become constraints that limit innovation and adaptation. Too flexible: processes lose their value in creating consistency. The key is finding the right balance.
When to Follow the Process and When to Adapt
Team members need clear guidance about when to follow processes exactly and when adaptation is appropriate:
Critical safety or compliance processes typically require strict adherence
Customer-facing processes often need flexibility to meet individual needs
Creative processes benefit from guided flexibility within clear parameters
Emergency situations may require real-time adaptation
Organizations that provide clear guidelines about process flexibility empower team members to make appropriate judgments. What’s non-negotiable and what processes allow for professional judgment?
Building in Flexibility for Unforeseen Circumstances
Well-designed processes acknowledge that exceptions will occur:
Include decision trees for common variations
Provide escalation paths for unusual situations
Document principles that guide adaptation when needed
Create feedback loops that capture exceptional situations for future process improvement
Training Teams to Make Smart Process Decisions
True process maturity comes when team members understand not just how to follow processes but when and how to adapt them appropriately. Train on the principles behind processes, not just the steps. Develop critical thinking skills around process adaptation.
If possible, try to create case studies based on real scenarios. Did this save a technician from dying? Did this save the company $50,000? Share that when you share the process documentation.
Also, provide frameworks and charts if the process allows for that. For visual learners, it makes things easier to understand.
Starting Your Process Journey Today
Building effective processes isn't an overnight achievement—it's a journey that continually strengthens your organization's foundation. The key is starting and maintaining momentum.
Begin with these practical steps:
Select one critical process that, if documented, would create immediate value
Document both the steps and the purpose behind this process
Create simple training materials and reference guides
Implement with clear expectations and feedback mechanisms
Schedule the first review to refine based on early experiences
Expand to the next most important process
As you build this process foundation, you'll discover that what initially seemed daunting becomes a natural part of how your organization operates and grows.
Remember Dustin's encouraging words: "Processes are a lot easier than you think. They just seem really daunting and they seem like a really big task, but you can't build a scalable team without a scalable process."
