OPERATIONS MANUALS AND PROCEDURE WRITING

Who's got time to read boring pages? Say it on one page, not ten.

Our approach

We work with you to write your manual so that it is simple, modular and is ideal for training new staff. We conduct meetings, interviews and run whiteboard sessions with your experienced staff so that we get good processes out of their heads and into your manual. (see Hit By The Bus Test)
Our approach to writing an Operations Manual is the same as that for writing a Quality Management System. If you want ISO 9001 certification in the future, our style of Operations Manual is set up so that additional compliance requirements are easy to add.


BUSINESS PROCESS	CONTENT
Policies	Policies for Quality, Safety, Environment, Privacy, Rehabilitation, etc.
Document Maintenance	Document and revision control and updating procedures and forms.
Administration & Finance	Financial control; debtors/creditors/payroll; reports; filing & archiving; client records; reception; general office duties
Strategic Management	Compliance & risk management; budgets; business plans, reports & KPIs; continuous improvement
Personnel	Organisational chart; position descriptions, staff selection, induction & training; staff reviews; staff records; competency records, staff meetings.
Sales & Tenders	Enquiries; tenders; quotations; contract review; sales analysis; client feedback and satisfaction, price lists.
Purchasing & Procurement	Purchase order content; control of critical or high risk suppliers and subcontractors; material identification & traceability; supplier review and monitoring; supplier information
Core Services	Stock control; scheduling; production, inspections and tests, Quality Controls; despatch, problems, improvements, complaints, feedback and satisfaction, plant maintenance

Many traditional Systems have been written using the language of the Quality Standard and QA jargon. Our approach is to use plain English - simple, useful, and in your language for your business.
Flowchart and "dot-point" style is common. The needs of the reader and end user are critical. Procedures should not be kept in binders on shelves, but should be presented in posters, signs, adjacent to machinery - where the end user needs it and in a style and language appropriate to their needs.

Meet with key staff to understand your operations
Review current business processes and existing documentation and records
Prepare new written procedures and forms where appropriate
Provide a simple, plain English style of documentation
Review drafts, discuss use of forms, agree changes & amendments
Install your electronic SiteMap on your server
Provide your Operations Manual in attractive hard copy binders
Provide an Action Checklist to guide implementation
Conduct SiteMap training
Continuous off site support & guidance
Ensure that your manual has captured your key processes and is useful for training new staff.