How Marc Nelson Oil Products Overcame the Fear of Losing Skilled Employees by Documenting its Business Processes

Introduction

President of Marc Nelson Oil Products, Peter Nelson, had the advantage of experience in his industry after having run his business for decades. But the absence of documented business processes, procedures, and policies created a knowledge gap among his employees and affected their performance. Peter sought the help of Adi Klevit—a business process consultant – in finding the right system for documenting their business processes, procedures, and policies. Having tried several systems, Adi recommended SweetProcess due to its reliability. Both of them worked together to streamline the company’s business processes and create efficiency among employees. They share their experience with us in this case study. First, let us know more about the company to put things in perspective. 

Peter Nelson, President of Marc Nelson Oil Products, Inc.

Adi Klevit, CEO at Business Success Consulting Group

About Marc Nelson Oil Products

Marc Nelson Oil Products is a supplier of oil products such as diesel, lubricants, and gasoline to filling stations. It offers customers a complete experience from the purchase, delivery, and management of their products. 

Established in 1936, the organization leverages its wealth of experience in delivering excellent services and satisfying the needs of its customers. With four bulk plants and eleven automated commercial fuel stations under its belt, it offers its host community Oregon 24/7 access to fuels. 

In sync with the latest technology in fuel management, the organization offers customers the opportunity to track their products using an inventory management system and a card lock. It prioritizes the safety of customers and the general public with the use of reliable tanks and an analysis and sampling system to evaluate the condition of fluids in vehicles. 

The company currently has fifty-five employees.

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The Biggest Pain Point

Skilled and experienced employees are an asset to any organization. Peter has employees who have worked at his company for over twenty years. Such employees have the skills to deliver great results. But what happens when they decide to leave the company? They leave with all the knowledge and skill they have acquired over the years, leaving a huge gap behind. Peter explains that this can be very painful:

“I have some people here that have been here longer than twenty years, so they really know the business, and not everything is written down. It isn’t written down in a precise, clearly defined manner and so when somebody leaves, it’s painful.”

New employees coming in to replace those who have left have a hard time settling in, as they do not have an existing document to consult for assistance.