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Case 06

Role transition support

Stepped in when a key person left, documented the role, redefined it, and onboarded the replacement.

ClientOperations · AU
ServiceConsulting
Duration6 weeks
StatusComplete
The problem

What they were dealing with.

A key operations person left with less than two weeks notice. The role was undocumented, all processes were in their head, and the business had no continuity plan.

Outcomes

What changed.

  • 0Disruption to operations
  • 6 weeksFrom departure to fully onboarded replacement
  • 100%Role processes documented
How we worked

Extract, generate, validate, load.

We stepped in immediately to shadow the outgoing person for their remaining time, documenting every process, decision point, and system access. We then ran the role ourselves while recruiting and onboarding a permanent replacement.

Where it is now

Where it sits now.

The replacement is fully operational. The documentation we produced is now the basis for a wider process library the client is building across the team.

More work

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