Process Improvement

During 2020–2021, COVID-19 forced all team-building events online. As part of the Catalyst Global Team Building network, we rapidly launched new gamified virtual experiences to meet unprecedented demand. Closer to the holiday season, our small team was delivering a high volume of virtual events while simultaneously recruiting and onboarding a growing network of freelance facilitators.

As demand increased, it became clear that our operations relied almost entirely on tacit knowledge. There were no shared processes or centralized documentation. Critical information lived in individual notebooks, emails, and people's memory. This made event delivery vulnerable, knowledge transfer difficult, and handovers risky during our busiest period.

1. 01Designed and facilitated a collaborative workshop to map the full event lifecycle from first client inquiry through to post-event follow-up, surfacing all steps that previously existed only in individual knowledge.
2. 02Identified bottlenecks and high-risk handoff points where knowledge gaps were causing delays and errors during peak season delivery.
3. 03Designed and built a centralized Monday.com workflow in a second workshop, co-creating the structure and responsibilities so the team owned it from day one.
4. 04Created a transparent, real-time system so any team member could step into an event mid-stream without losing context.
5. 05Embedded coaching into the rollout, upskilling facilitators and event managers so the new process scaled with the team rather than relying on one person.

• Workshops that surfaced real workflow steps from the people doing the work, so the team owned the process from day one and the valuable tacit knowledge was captured.
• Entire process in one place. Monday.com replaced scattered notes with a single source of truth, eliminating handoff delays and the risk of one person holding all the knowledge.
• Instead of dumping a new system on the team, I coached facilitators so they could work independently within the new structure.