The facts
- Firm: Open System Technologies
- Path: lead → qualify → propose → review → sign → kickoff
- Tools named: NetSuite · Delight · resourcing boards
- Artifact: one-page PDF
The friction
Sales wanted wins. Delivery needed warning. Between them: tribal handoffs — who owns the SOW, who reviews, when tools update, when resourcing can start. Pain lived in people’s heads.
The fix
Map the real path, not the aspirational one. Owner voice per stage. Pain points where handoffs fail. Tool notes so NetSuite accuracy and Delight reviews connect to resourcing triggers. One diagram as the source of truth — not another all-hands deck.
The finding
Sales, SMEs, and delivery could point at the same page. “30 days from signature to kickoff” stopped being folklore. Predictable cadence while the practice scaled — process as a shared object, not a personality.