How Aurora Flooring Documented Four Divisions and a 60-Person Team — and Gave Every Employee Access to Knowledge That Used to Live Only With the Owner
A 60-person operation across four divisions — with no single place to find how things get done
Aurora Flooring is a flooring and roofing company based in Anchorage, Alaska, with over 30 years of combined experience in floor covering and construction. They complete new build and remodeling projects across the state, working across the private and public sectors — healthcare, education, industry, retail, and municipal facilities. The business runs on quality workmanship, competitive pricing, and professional management, supported by a large team of full-time in-house installers and a network of trusted subcontractors ready to scale as needed.
With over 60 people across the office and field teams, and four distinct business divisions — consumer sales, commercial sales, multi-family housing, and a newer online store — owner Dennis "DJ" Casagranda needed something that could be navigated by every division and every team member: a description of every process, how to do everything, and especially the client journey for each part of the business.
DJ wanted the manual to be cohesive, filling in the gaps in their existing procedures and making sure everyone knew exactly what they should be doing. The goal was to make training new people easier and to create a genuine one-stop shop for everything related to company processes and procedures — across a business with a lot of moving parts.
An 18-section operations manual — covering four divisions, the field team, and every function in between
We built Aurora Flooring's complete operations manual from scratch, fully in Notion, across 18 sections:
The Business Overview describes who Aurora Flooring is, their mission and vision, their services, and their four divisions — consumer sales, commercial sales, multi-family housing, and the online store, which was still a newer, developing part of the business at the time of the project. This section also documents their full tech stack: tools for knowledge and documentation, sales, estimating and project management, communication and office work, customer visualization, payroll and banking, freight and logistics, vendor and supplier portals, and external client platforms.
The Organizational Chart and Job Descriptions section includes a visual org chart diagram and job descriptions for every role in the company — from president and directors through admin, office, sales, warehouse, installers, and field supervisors.
The All Employees SOPs Hub covers what every team member needs to know regardless of role: how to use their pay card, time off policy, employee draw policy, mileage reimbursement policy, vehicle usage policy, how to gain remote access to their systems, and general tutorials on Notion, ADP time-off requests, and other core tools used across the whole team.
Each sales division — consumer, commercial, and multi-family housing — has its own dedicated SOPs hub with the full client journey mapped out: from initial contact and job site visit through proposal, approval, pre-installation, quality control, and warranty. Each hub also documents team-specific responsibilities (sales rep, sales manager, project manager, head of commercial), meeting agendas, promotions and referral campaign guidelines, and tutorials for their main system, JobRunner, covering everything from generating change orders and proposals to creating new contacts and opportunities. A shared all-sales-teams hub also covers cross-division processes like material returns, manual pick tickets, client communication guidelines, and job scheduling workflows, along with guidance on managing installers and subcontractors — skills lists, invoice submission, and related processes.
The Admin Team SOPs Hub covers team checklists, finance and accounting processes — payroll, post-payroll, accounts payable, accounts receivable — and admin and contracts workflows including policy creation, new product imports, new contract handling, and employee time entry, along with training videos for ADP payroll and other systems.
The HR SOPs Hub documents onboarding workflow, job posting in ADP, creating new users in JobRunner, offboarding, and related training videos.
The Management Only hub holds what's specific to leadership: the president's and director of operations' responsibilities, the monthly management meeting agenda, commission calculation, product sourcing guidelines, performance evaluation and KPI processes, an installer skills evaluation system built specifically for Aurora Flooring, quarterly results check-ins, and reporting in JobRunner.
The Glossary covers industry- and company-specific terminology employees might not otherwise know. The Company Directory holds the employee directory alongside partners, professionals, maintenance and repair contacts, subcontractors, vehicles, and vendors. The Company Wall of Love holds the positive feedback and reviews the team has received from clients. New Hire Onboarding Quizzes test new hires on what they've learned once they've completed the manual.
Company knowledge out of people's heads and into a system the whole team can use
The scale of this project reflects the scale of the business: 28 daily knowledge extraction sessions, 50 hours of knowledge extraction calls, and 196 total project hours went into building the manual — resulting in 320 SOPs created across all 18 sections.
Aurora Flooring now has a complete operations manual with everything their team needs, and the team is actively using it. Company knowledge that used to live only in people's heads — including DJ's — is now documented and accessible to everyone. That has reduced training and onboarding time, and cut down significantly on how often the owner and managers get pulled into solving problems that the manual now answers directly.
Building the manual also surfaced gaps in their existing operations — places where the business could become more efficient that hadn't been visible before the documentation process forced everything into the open. Overall, the business is more organized, more professional, and has a real single source of truth instead of scattered knowledge across a 60-person team.
DJ has thanked the team repeatedly for the work and has referred another client to us, who has since started their own project. He and his managers have specifically praised the project on multiple occasions. Aurora Flooring is now on our ongoing OM maintenance service — as their offerings and processes evolve, they bring new requests to us and we keep the manual current. KPI trackers are also in the works as a follow-on project.
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