NWPMC (Duggan Restoration & Contracting): Reverse-Engineering Real Company Workflows by Exporting Team WhatsApp Chats Into Claude

01 · The "Before" Reality

The Tuesday-Morning Mess

On onboarding, Jessica shared an old SOP document with Paola, but when Paola asked whether those SOPs actually reflected daily core activities, both realized the written docs were shelfware. In reality, the entire company - including on-site field workers - was running on WhatsApp messages and Jessica's live instructions from the field. Worse, because Jessica was working in the field all day, she rarely had time to sit on 1-hour zoom calls to explain her processes.

02 · Single Constraint Diagnosis

Primary Constraint Locked In

Unreachable Owner in the Field + Tribal Dispatch Happening Inside WhatsApp Group Chats - Jessica was constantly on job sites and unavailable for synchronous training calls, while her legacy written SOPs did not match how the team actually operated day-to-day inside WhatsApp voice notes and text threads.

Don't wait on a busy field owner to dictate SOPs from scratch. Extract the company's actual operating rhythm directly from the WhatsApp communication logs, validate the visual flowcharts asynchronously, and migrate execution into the CRM and Department Scorecards.

03 · What Was Built in the Sprints

Specificity, Workflows & Playbooks

When owner Jessica Sellers-Duggan was tied up in the field and legacy SOP documents proved outdated, Operations Manager Paola Sanchez exported the company's live WhatsApp operational chat histories, fed them into Claude to extract the true day-to-day dispatch, estimating, and fulfillment patterns, and mapped the real-world Lead Acquisition, Sales, and Fulfillment Workflows (Sprint 1) and Playbooks (Sprint 2).

04 · Real Rollout Friction & Course-Correction

How the System Held Up in Real Life

Even after Paola built and deployed the Role Library (adding all on-site workers) and Department Scorecards , metric owners on the team were still failing to update their own scorecard rows weekly despite constant reminders (Metric Owners update their own rows: Red). Rather than hiding the compliance gap, Paola and trainer Eugenia Garayzabal scheduled a hard accountability review for the October 23 Monthly Meeting to confront why the update cadence hadn't stuck and committed Paola to taking over at least 2 new operational line items per day during the handoff week.