About 12 different processes and around 70 sub-processes were documented. More than 12 SMEs were involved in the process. There were about 40 % SOPs requiring exact replication of screen wise, keystroke level details. The business leaders from two separate groups were involved (Retail Clothing and Hotels Brand). Project was completed before time; SOPs were used for training of employees across stores and point of sales. And also for system audit which was a pre-condition for launch of integrated Siebel CRM .The process improvement was also attempted – a detailed report on potential improvements was submitted along with SOPs.