The first system every operations-heavy SME should document

Start with the workflow that creates the most noise

The first system to document is rarely the most sophisticated one. It is usually the process that creates repeated checking, unclear ownership, and daily interruptions.

How to choose the first workflow

Pick the workflow that has high frequency, visible delays, repeated questions, and direct customer or cash-flow impact.

What the end result should look like

By the end, the team should know what triggers the workflow, who owns each step, what must be checked, where the status is visible, and when escalation happens.