Priya Anand is the Founder of Anand Advisory (a fictional 4-person boutique management consulting firm). Priya runs all the client engagements and operations herself and is the only point of contact in every meeting and situations. Her team is small and growing fast.
As Priya is handling everything on her own right now, she has informed various problems that she is facing which is making chaos across her process. Meetings with various clients are happening, but there is no action after the meetings are done. Everything that needs to be done after the meeting is either in her head or in her notebook. There is no documented SOPs to follow for the 4-person team, in case of priya’s absence nobody can handle any situations on their own. The projects are not organised nor tracked on a regular basis due to which the whole team is confused about which and where on the project they are actually on. Her inbox is a mess as well with no management. Client requests, Newsletters, customer emails everything is mixed up and important emails get buried in-between all of them. There is no process where she can get a weekly report or view of the whole business from where she can understand whats happening every week at a glance.
As per the situations that Priya has given, the biggest problem lies in documentation. As Priya is handling most of the engagements herself, everything lives in Priya’s head or in her notebook, due to which the rest of the team members are being isolated from the process that Priya follows. If there is proper documentation of data, everyone from the team can access it and follow the same in the absence of Priya as well.