SOLVING AN ONBOARDING GAP BEFORE BEING ASKED TO.
New Starter Onboarding - Mercedes
THE SITUATION:
There was no clear, documented way of showing new starter how things worked. Onboarding relied on someone becoming free to walk through systems and processes in person - which took longer than it needed to, and held up both the new starter and whomever was training them.
THE CHALLENGE:
Focus: Onboarding time depended on other people's availability rather than a process the new starter could work through independently.
Systems: Nothing was documented - everything was passed on verbally, with no lasting written or visual resource for the next person.
People: The delay wasn't anyone's fault, but it cost time for both the new starter and the colleague sowing them around.
THE APPROACH:
Built a training manual covering how to complete key tasks on the in-house system - step by step, with screenshots alongside written instructions, rather than handwritten notes that couldn't be reused. This wasn't requested - it was created off the back of noticing the gap firsthand while still learning the role. When the lack of a proper onboarding process was later raised with the department manager, a ready-made solution was already there to hand over.
THE OUTCOME:
The manager was impressed that the work had been completed alongside normal day-to-day tasks, without needing extra time set aside for it - a genuine, proactive fix to a real onboarding gap, built before anyone asked for one.
This example reflects earlier operational experience, and the same thinking now underpins the work delivered through Emma Baker Focus.
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