What’s the difference between Processes, Procedures, and Instructions?

Processes are an overview of the big picture. This might describe the customer journey from sales to delivery and any support activities, such as billing.

Procedures are at the department level and tell employees who needs to perform a task and at what point. It might give parameters to work within (or refer to a policy), such as the limit a salesperson can discount your service or product.

Instructions are step-by-step activities that employees follow to accomplish a task. This ensures consistency and autonomy and may include screenshots or Loom videos.