Good processes shouldn’t depend on extraordinary people. They should help ordinary people do extraordinary work.
I’ve always been fascinated by how work gets done. Whenever I join a team, I naturally start noticing the small frustrations people have simply learned to live with, the extra steps, inconsistent processes, missing documentation, or unnecessary delays that everyone accepts as “just the way it works.”
My approach is to understand both the system and the people using it. A process might look efficient on paper, but if it doesn’t make sense to the people doing the work every day, it won’t succeed. Likewise, even the best employees can struggle if the process itself creates unnecessary obstacles.
I enjoy finding those hidden points of friction and designing practical solutions that make work easier, more consistent, and easier to support over time.
What I enjoy most is seeing ideas through to completion. Rather than simply recommending improvements, I like creating the documentation, training, tools, and resources that help people successfully adopt new ways of working. For me, process improvement isn’t finished when the workflow looks good; it’s finished when people are confident using it.
What You’ll Find Here
This section highlights projects where I evaluated existing workflows, identified opportunities for improvement, and helped implement changes that made work more efficient and easier to support.
Examples include:
- Business process analysis and workflow redesign
- Lean Manufacturing initiatives
- Customer service standardization
- Order processing improvements
- Knowledge transfer and documentation
- Organizational adoption and change management
- Cross-functional collaboration
- Training and implementation support
- Process documentation and workflow mapping
Featured Projects
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Leading a Lean Manufacturing Initiative to Improve Cross-Department Operations
This Lean Manufacturing initiative introduced me to structured process improvement and continuous improvement principles. By analyzing workflows, documenting processes, and identifying opportunities to reduce unnecessary effort, I helped support more consistent operations while developing an approach to problem solving that has influenced my work ever since.
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Standardizing Customer Service Processes to Improve Consistency and Coverage
As part of a Lean Manufacturing initiative, I helped standardize customer service processes across multiple representatives. By documenting workflows, consolidating best practices, and supporting cross-training, we created a more consistent customer experience while making it easier for employees to support one another during vacations and changing business needs.
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Redesigning Order Processing to Improve Speed, Accuracy, and Adoption
I helped redesign Baden Sports’ order processing workflow by reducing manual handoffs, improving system access, introducing automation, and training employees on new procedures. The result was a faster, more reliable process that empowered staff, improved collaboration across departments, and created a better experience for customers.
Additional Experience
Not every process improvement project results in a formal case study, but process thinking has been a consistent part of my work throughout my career.
Additional experience includes:
- Developing standardized documentation to preserve organizational knowledge.
- Creating onboarding materials and training programs that supported new processes.
- Building knowledge bases and quick reference resources that reduced repetitive questions.
- Designing learning experiences that improved adoption of new software and workflows.
- Working with product, marketing, customer success, and operations teams to simplify complex processes.
- Identifying opportunities to automate repetitive work and improve information flow between departments.
- Helping employees understand not just what was changing, but why the change mattered.
Sally Scott 