Process and checklist glossary
Short, plain definitions of the terms that come up when teams write down and run their processes. Each one has an example, the templates that use it and where to read more.
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This glossary defines the process and checklist terms that operations, IT, HR and quality teams use every day, from runbooks and SOPs to approval workflows, audit trails and CAPA. Each definition is short enough to quote and is followed by an example, how the idea works in CheckFlow, related terms and templates with a live demo.
All terms
A
Account reconciliation
Account reconciliation is comparing the balance of an account in the accounting records with an independent source, such as a bank statement, a supplier statement or a sub-ledger, and explaining every difference.
Read the definitionApproval workflow
An approval workflow is a process in which work must be reviewed and approved by a named person or group before it can move on.
Read the definitionAudit evidence
Audit evidence is the information an auditor relies on to conclude whether a control or process worked as described: records, documents, screenshots, logs, sign-offs and the answers given in interviews.
Read the definitionAudit trail
An audit trail is a time-ordered record of who did what, and when, in a process or system.
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C
CAPA
CAPA, short for corrective and preventive action, is a quality management process for dealing with problems.
Read the definitionChecklist
A checklist is a list of items to check or tasks to complete, used so that nothing important is missed.
Read the definitionChecklist management
Checklist management is the practice of creating, sharing, running and improving the checklists a team depends on.
Read the definitionChecklist template
A checklist template is the master version of a checklist: the tasks, instructions and fields written down once, ready to be copied every time the work is done.
Read the definitionClient onboarding
Client onboarding is the process of bringing a new client from a signed agreement to a working relationship.
Read the definitionCompliance calendar
A compliance calendar is a schedule of every recurring obligation an organisation must meet, such as regulatory filings, licence renewals, policy reviews, audits, training and certificate expiries.
Read the definitionConditional logic
Conditional logic, in a checklist or form, shows or hides steps and questions depending on earlier answers.
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D
Deprovisioning
Deprovisioning is removing a person’s access to systems, applications, data and devices when they leave an organisation or no longer need it.
Read the definitionDue diligence
Due diligence is the investigation carried out before a decision such as an acquisition, an investment, a contract or a new supplier, to confirm the facts and find the risks.
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E
Employee onboarding
Employee onboarding is the process of welcoming a new starter and helping them become a productive, settled member of the team.
Read the definitionEscalation process
An escalation process sets out when and how an issue is passed to someone with more expertise or authority, for example when it is not resolved in time, when it is more serious than first thought, or when a customer asks.
Read the definitionExit interview
An exit interview is a conversation or survey with an employee who is leaving, to understand why they are going and what the organisation could do better.
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I
Incident management
Incident management is the process of responding to an unplanned interruption or loss of quality in a service, so that normal service is restored as quickly as possible and the impact is kept small.
Read the definitionInternal audit
An internal audit is a planned, independent check, carried out by or for the organisation itself, of whether its processes, controls and records work as intended and meet the rules that apply.
Read the definitionInternal controls
Internal controls are the policies, checks and procedures an organisation builds into its processes to protect its assets, keep its records accurate, follow the law and prevent or detect errors and fraud.
Read the definitionIT change management
IT change management is the process for making changes to systems and services safely.
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M
Management of change
Management of change, or MOC, is a process for reviewing changes to equipment, materials, procedures, staffing or organisation for their safety and quality risks before they are made.
Read the definitionMonth-end close
The month-end close is the set of accounting tasks a finance team completes after each month ends to finalise its books: recording outstanding transactions, posting accruals and adjustments, reconciling accounts, reviewing the results and producing the management accounts.
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P
Playbook
A playbook sets out how a team responds to a type of situation, such as a security incident, a major customer complaint or a new market launch.
Read the definitionPostmortem
An incident postmortem, or post-incident review, is a structured review held after an incident to understand what happened, why it happened and how it was handled, and to agree actions that make a repeat less likely.
Read the definitionPreboarding
Preboarding is the stage of onboarding between a candidate accepting a job offer and their first day.
Read the definitionPreventive maintenance
Preventive maintenance is servicing equipment, buildings and systems on a regular schedule, before anything fails, to keep them safe and working and to make them last longer.
Read the definitionProbation review
A probation review is the meeting at the end of a new employee’s probation period, often three to six months, where the manager decides whether they have met the standards of the role.
Read the definitionProblem management
Problem management is the IT service management process that finds the underlying causes of incidents and removes them, or reduces their impact, so the incidents stop happening.
Read the definitionProcess documentation
Process documentation is the written record of how a process is carried out: its purpose, the steps in order, who does each one, the inputs and outputs, and the rules and exceptions.
Read the definitionProcess owner
A process owner is the person accountable for a process from start to finish: that it is documented, that it works, that people follow it and that it improves.
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R
RACI matrix
A RACI matrix is a table that shows, for each task or decision in a process, who is Responsible for doing it, who is Accountable for it, who must be Consulted and who must be Informed.
Read the definitionRecurring checklist
A recurring checklist is a checklist that is started again on a regular schedule, such as daily, weekly, monthly or each quarter.
Read the definitionRisk assessment
A risk assessment is a structured look at what could go wrong in an activity, a system or an organisation, how likely each risk is and how serious it would be, and what will be done to reduce it.
Read the definitionRoot cause analysis
Root cause analysis, or RCA, is a structured way of finding the underlying cause of a problem, rather than its symptoms, so that fixing it stops the problem coming back.
Read the definitionRunbook
A runbook is a set of step-by-step instructions for carrying out one operational task, such as restoring a backup, failing over a database or responding to an alert.
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S
Segregation of duties
Segregation of duties is an internal control that divides the steps of a sensitive task between different people, so that no one person can carry out and conceal an error or fraud.
Read the definitionService level agreement (SLA)
A service level agreement, or SLA, is a commitment between a service provider and its customer, external or internal, that sets out the service to be delivered and the measurable standards it must meet, such as availability, response and resolution times.
Read the definitionSign-off
A sign-off is a named person’s formal confirmation that a piece of work is complete, correct or acceptable, and that the process can move on.
Read the definitionStandard operating procedure (SOP)
A standard operating procedure, or SOP, is a written set of steps for a routine task, so the task is done the same way whoever does it.
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Longer guides
Some terms have a full guide on our blog instead of a glossary entry.
- What is a process?
- What is operations management?
- What is a workflow?
- What is workflow automation?
- What is business process management?
- What is a process flowchart?
- Business process mapping
- Business process reengineering
- Process standardization
- Continuous improvement
- Value stream mapping
- 90-day onboarding plan
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