As a business grows the need for policy and procedures manuals increases significantly. These documents provide a set of rules and principals that aims to guide managers and workers in how to behave in the workplace, and helps you to adopt consistent and clear response across your business.
When creating this manual the policies and the procedures should be separate documents, this is because the policies outline the rules and regulations governing the employees and the procedures outlines how the tasks are to be completed. For example, policies encompass your enforceable view on topics such as workplace health and safety, sexual harassment, social media and workplace bullying.
When starting on this task you should always ask yourself what is the most effective way to ensure that these procedures are followed and kept up-to-date. For many businesses, the answer to this will be having the policies and procedures accessible in the cloud, for example here at NBC we use ScreenSteps.
To start your policies and procedures manual:
Starting at the initial interaction with a client will ensure your employees portray the brand image correctly and understand how the company operates. This first procedure could be from when the phone is answered or when a customer walks in the door. This will then allow you to document the customer journey into procedures to ensure that all customers are receiving the same consistent service.
When building procedures, they should be presented in a step-by-step format in short, punchy points rather than paragraphs, this will allow for ease of following.
This will ensure that your document is a living and breathing document and can be called on whenever it is required with the confidence that it is the most up-to-date processes.
Your staff may be your best source of knowledge with tips and tricks learned over time. This feedback can help identify which procedures are cumbersome and hard to follow and assist in improving the overall operations of your business.
If you require assistance growing your business or implementing policies and procedures contact us for an obligation free consultation on (07) 3862 8777.