Case Study: Building a Unified Operations Manual for a National Private Security Company

The Challenge

A private security company operating nationally was experiencing growing pains. Each state had its own operations manager, but no two operated the same way. With no centralized operations manual, the company lacked consistency in how services were delivered, how security 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 3 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 to categorize, link, and manage all SOP documents

  • Built a custom ChatGPT AI powered SOP writing assistant, privately 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, and conducted follow-ups

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

The Results

✅ 100+ SOPs documented across departments in 3 months
✅ One unified online 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 is easily accessible to all employees. Managers are able to use the manual to train new employees, ensuring consistency. Managers and leadership spend less time answering questions because they can direct employees to the manual. Leadership is able to clearly identify bottlenecks by reviewing the steps in the processes. Clients receive more consistent, high level service because employees are more confident in their knowledge of the processes.

Services Used

  • OBM Led Project Management

  • Cross-Department Facilitation

  • SOP Design & Development

  • Custom AI Chatbot Creation

  • Systems Setup & Documentation Strategy

  • Team Training

Tools Used

  • Miro

  • Asana

  • Google Sheets

  • Google Docs

  • Google Meets

  • ChatGPT

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