Case Study: Building a Unified Operations Manual Across Three States for a Private Security Company

The Challenge

A private security company operating across three states was experiencing growing pains. Each state had its own site manager, but no two operated the same way. With no centralized operations manual, the company lacked consistency in how services were delivered, how guards were trained, and how leadership managed day-to-day operations.

This led to:

  • Confusion between branches

  • Disjointed expectations for guards

  • Inefficiencies across departments

A lack of documented processes, causing key knowledge to stay siloed

The Sidekick Solution

I proposed and led a full scope SOP (Standard Operating Procedures) project to build a unified operations manual. Here's how I managed the initiative:

  • Developed a 2 month project plan to guide the initiative from ideation to implementation

  • Facilitated co-working sessions with department leaders to brainstorm and outline essential SOPs

  • Created an SOP tracker spreadsheet to categorize, link, and manage SOP documents

  • Built a custom ChatGPT powered SOP writing assistant, trained on company data, to help team members write effectively

  • Designed a universal SOP template to maintain consistency in formatting and tone

  • Provided hands-on support, set deadlines, conducted follow-ups, and made a tutorial video on using the SOP bot

Coordinated cross state collaboration to ensure buy in and clarity from all leadership stakeholders

The Results

✅ 150+ SOPs documented across departments in just 2 months
✅ One unified manual to support cross-location consistency and onboarding
✅ Empowered managers who had never written SOPs before to confidently contribute
✅ Reduced operational confusion and increased standardization across all three locations
✅ Created a scalable structure for future updates, training, and leadership alignment

Client Impact

Process documentation was easily accessible to all employees and managers were able to use the manual to train new employees, ensuring consistency. Managers and leadership spent less time answering questions because they could direct employees to the manual. Leadership was able to clearly identify bottlenecks by reviewing the steps in the processes. Clients received more consistent, high level service because employees were more confident in their knowledge of the processes.

Services Used

  • OBM Led Project Management

  • Cross-Department Facilitation

  • SOP Design & Development

  • Custom AI Assistant Creation

  • Systems Setup & Documentation Strategy

  • Team Training & Follow Through

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Examples of Optimizations & Improvements