Many businesses operate with informal processes, undocumented workflows, and unclear responsibilities across departments. Over time, this leads to delays, inconsistent execution, and high dependence on a few individuals. MARC helps organizations put structure in place by designing and implementing clear and practical Standard Operating Procedures (SOPs) across all departments. We develop SOPs supported by process flowcharts, RASIC (Responsible, Accountable, Support, Informed, Consulted) matrices, and role-wise job descriptions creating a structured operating framework that makes daily operations smoother and easier to manage.
Clearly defined how day-to-day work should be carried out removing ambiguity and reducing dependence on individuals.
RASIC matrices and job descriptions that define responsibilities, escalation paths, and accountability across every function.
Standardized workflows that ensure operations run the same way every time, regardless of who is doing the work.
SOPs that create the structural foundation needed for growth, system implementation, and reduced founder dependency.
Our SOP writing engagements focus on clearly defining how day-to-day work should be carried out across the organisation. We work closely with management and teams on the ground to understand current practices and convert them into simple, workable SOPs that bring consistency, accountability, and better control across all departments.
Interact with management and team members across all departments to understand current ways of working and pain points.
Document existing processes through discussions and walkthroughs. Identify gaps, delays, and dependency on individuals.
Identify inefficiencies, redundancies, control gaps, non-compliance, and inter-departmental coordination issues.
Design improved processes aligned with business needs and systems, with clear approval workflows and control checkpoints.
Prepare process flowcharts, RASIC matrices, approval hierarchies, and role-wise job descriptions aligned to SOP responsibilities.
Support teams during implementation and transition, with follow-up reviews to ensure adoption and effectiveness.
End-to-end SOP writing covering all departments operations, finance, HR, sales, and administration with clear process flowcharts.
Define who is Responsible, Accountable, Support, Informed, and Consulted for every key process and decision across the organization.
Draft clear, structured job descriptions aligned to SOP responsibilities providing clarity on roles, KPIs, and reporting lines.
Support teams through the transition from informal practices to structured SOPs, with training, monitoring, and follow-up audits.
Challenge
A scaling co-working and real estate operator had no formal organisational structure or standardized processes, resulting in high dependency on managing partners for all day-to-day decisions.
Solution
Assessed existing processes across all functions. Designed to-be processes using structured flowcharts covering operations, leasing, facilities, billing, and collections. Developed RASIC matrices and detailed job descriptions. Established a second line of management.
Result
Smoother daily operations, stronger cross-functional coordination, tighter financial controls, and significantly reduced partner involvement in routine decisions.
Challenge
Workshop operations, spares management, and billing processes were largely dependent on individuals rather than systems, causing service delivery delays and inconsistent customer experience.
Solution
Reviewed as-is processes across service advisors, workshop staff, spares, billing, and finance. Designed clear process flowcharts for workshop operations, spares procurement, and billing. Defined reporting structures, approval hierarchies, and accountability frameworks.
Result
More structured and predictable operations, improved departmental coordination, and better management visibility and control over daily activities.
Challenge
A fast-growing services company expanding to multiple locations faced inconsistent execution across sites, with no standardised processes for customer delivery, billing, or operations.
Solution
Documented and redesigned core operational workflows for multi-location deployment. Built approval matrices, escalation protocols, and standard reporting formats to ensure consistent execution regardless of location or team.
Result
Consistent service delivery across all locations with clear accountability structures, enabling the business to scale without proportional increase in management overhead.
Partner with MARC to design and implement SOPs that shift decision-making from individuals to systems freeing founders to focus on growth.
MARC Assistant
Growth Advisory · Typically replies fast
