Process documentation captures cross-team workflows: how a lead moves from marketing to sales to onboarding, how a customer escalation moves from support to engineering to legal, how a release moves from product to QA to ops. It's distinct from SOPs (single-team tasks) and runbooks (incident response). Good process documentation makes handoffs explicit and surfaces SLAs at each step.
Glossary
What is Process Documentation?
Process documentation describes how a cross-functional workflow runs end-to-end — including the handoffs between teams.
01
What process documentation includes
Process name, owning team(s), trigger event, inputs, steps with named handoffs, outputs, SLAs, and failure paths. The handoff points are the part most companies forget.
02
Why it matters
Most cross-team friction in a company comes from un-documented handoffs. Process documentation fixes the handoffs first; everything else (efficiency, SLAs, throughput) follows from there.
FAQ
Frequently asked questions
How is process documentation different from an SOP?+
An SOP describes a task one team owns. Process documentation describes a workflow multiple teams own — and the handoffs between them.
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