Knowing how to write a procedure is a key skill for anyone looking to build a successful business. Currently there are too many manuals and loose memos—an information flood. Ease of Access. Consult your attorney for suggested wordings of your policy statement. Health and Safety. This evenhandedness can contribute to a better workplace environment and promote staff loyalty. By sharing your story, you can go a long way in building company loyalty. Policies that are too general may make it difficult to hold employees accountable for their actions. Consider including an employee acknowledgment page in your manual. Does your company use a collection of forms as part of your regular day-to-day business dealings? CREATING AN OFFICE PROCEDURES MANUAL PROFESSIONAL LIABILITY FUND [Rev. New products, new services often require new policies and procedures to go with them. A harassment prevention policy is an important part of a policy and procedure manual. Your policy and procedure manual should be organized so that the content reflects your company's philosophy and mission statement -- including your communication, products, and service -- along with the added benefit of maintaining employee job satisfaction and morale. Your policy and procedure manual can include details on what Internet use is and is not appropriate at the office. Anybody can sell a product or offer a service, but it is the way you do. Relying on "understood" policies can lead to confusion and misunderstandings. The Forward can be in the form of a letter from your company president, and it should clearly describe the company's philosophy and objectives. According to a 2014 survey by Robert Half Management Resources, 32 percent of the more than 2,100 chief financial officers interviewed said non-business-related Internet use is the biggest time-waster at their workplace. All law firms, no matter their size, have certain procedures … However, when not done properly, a policy and procedure manual could do more harm than good. Also the provisions of the union contract will apply when they are different from those described in your policy and procedure manual. Manuals are one of the most important documents in any kind of business. If so, creating a policy and procedure manual can be the opportunity to make those unwritten guidelines written for all to see. It is not enough to just hand the manual over to a new employee and hope for the best. Infrequent manual review. Be sure you understand exactly why a form is used. Identify current subject-matter experts. Step 2 – Click the … Internet and e-mails. A standard operating procedure manual, known in ISO 9001 as the quality manual in a quality management system, provides a method for collecting your organization’s many procedures in one place. Procedures are vital to consistent success for many of the same reasons that processes are important – they let you reliably repeat your successes, isolate and correct your mistakes, and create a business model that lets you scale your operations.. bandage procedure image by Keith Frith from Fotolia.com. Submit for approval if required. The description should include duties, decision-making authority, and supervisory responsibilities. A safety manual is a collection of information, instructions, policies, and procedures intended to ensure the safe operation of any tools, machinery, chemicals, or food … The meat of the issue -- list all the steps with necessary details, including what equipment needed. This letter should be an encouraging show of support for the policies and procedures that follow and should reveal the importance of the manual as a whole. How much autonomy do you want your employees to have in dealing with your customers? However, in some states, the employer cannot refuse to pay these expenses. Procedure manuals are an important document for businesses of any size. At the end of the course, these new hires are offered $2,000 to quit. The policies in this manual are guidelines only and are subject to change, as XYZ Company deems necessary. It also can include forms and templates on proper e-mail etiquette. Therefore, employers should not have a policy that entirely eliminates electronic communication for non-work-related purposes. Be ready to talk about your business and your needs in a clear way with key details. Are your employees guessing at what your company philosophy is? Some companies, such as those in the banking industry, for example, are steeped in regulations and policies and, therefore, need a large amount of policies and procedures. Some states consider vacation and paid time off as a vested wage that cannot be taken away. Write the procedure manual draft beginning with an outline. During the session, ask about fees for work, such as reviewing your policy and procedure manual, who will do the work, and how long the review might take. Here are 10 common mistakes and how to handle them: Be aware that your manual is a living document and is subject to change. What philosophy do you want your employees to keep in mind? Personnel policies. Employers should include a so-called "safe harbor" policy that requires exempt employees to notify the employer immediately if they believe illegal deductions -- such as for partial-day absences -- have been made from their salaries. With this wording, an inappropriate joke would violate company policy, not the law. Employers often wish to limit employee overtime, and they should feel free to define a workweek to limit unauthorized overtime. Step 2: … Policy and procedure manuals … This template contains a title page, copyright page, table of contents, chapter … You also can look online for templates you can download, such as Microsoft Office Policy Manual. Establish your manual's layout. Instead, consider a vacation policy that allows accrual up to a reasonable certain point, with no additional accrual allowed once that point has been reached. Stationery and forms. A good place to start is by looking at policy and procedure manuals of other companies with similar sized businesses. All employees need to learn and understand company policies and procedures and have ready access to a policy and procedure manual. Top executives will often say something like, "That is not the way we do things around here." Some states set out specific time standards for meal periods and work breaks, and employers should clearly summarize these standards in their manuals. The policy manual is a written expression of the rules governing the employer/employee relationship. Inquire at your local Chamber of Commerce. … Her interests include healing, spiritual growth, recovery from addictions, trauma, and life. There are also a lot of policies and procedureswhich exist not because of what the organization wants but because the organization is legally required to comply with several laws and regulations. but for your manual, keep your staff members, particularly your new hires in mind. An effective mission statement answers these four questions: Your company's mission statement should not be a copy of any other statement. What do you want them to know about you and the founding of your company? Employees chatting with each other came in second at 27 percent. The woman was returning boots she had ordered for her husband just before he died in a car accident. A strong company philosophy will guide you and your team in all aspects of business. 1. Chances are good that your business is somewhere in the middle. Allow for auditing by the user providing a feedback and suggestions form. Create a Policy and Procedure Manual Fast with MS Word Step 1 – Find the Find and Select Button. policies, procedures, and delegations of authority will enable this effort by addressing a number of issues: 1. Even small businesses must comply with tax laws, and with both state and local zoning and licensing regulations. Keep your policies and procedures up to date. The procedure manual is the “how to” guide providing uniformity and consistency in dealing with the daily tasks of operating a business. There are two important facets of policies and procedures – the legal requirements and the parts that ensure that the company’s vision is carried out. Content depends on the type of procedure manual being designed. Many companies operate under general beliefs, involving honesty and integrity. So, make sure that you create … Under the Americans with Disabilities Act (ADA), employers may be required to permit an employee with a disability to take time off, if doing so will allow the employee to recover and then return to work. In certain cases, you may want to skip certain steps on a detailed discipline process. The Labor Commission has stated that one year's worth of vacation is not reasonable. Now consider if you have any new aspects of your business that require forms. This page would include a brief statement and a place for the employee's signature and date to verify that the employee has read the manual, agrees to abide by the policies and understands the procedures. Use actionable sentences, describing the processes in user friendly language and format. Research is a big part of the process of creating a policy and procedure manual. How to Write a Standard Operating Procedure Manual Step 1: Choose Your SOPs. Copyright 2021 Leaf Group Ltd. / Leaf Group Media, All Rights Reserved. Submit the procedure manual for printing. One person can’t create a comprehensive SOP manual … Topics could include “Purpose,” “References,” “Terms,” “Policies,” with a table of contents and cover page. Your policies will need to be expanded, supplemented, and revised as your business grows, and as business conditions change. If you are starting from scratch, you can look at policy and procedure templates online, such as templates from Microsoft Word or QuickBooks, as a starting point. Professional manual Use this template to create a user's manual or employee handbook. Here are a few key steps: Make sure that a valid need exists for each new policy. Write your procedure manual using language that is unambiguous creating content that is clear, in context and consistent. A new post on 4 Steps to Creating your Procedure Manual in Google Docs I recently read an article by Neil B. Gailmard, OD on Your Office Procedure Manual (2010) which has a lot of good tips on: Why you should have a procedure manual How to Start a Manual … A policy that allows a maximum of 1.25 times the annual accrual is sufficient. A mission statement should reflect the unique character and objectives of your organization in just a sentence or two. That employee felt empowered to live out Zappos' "above and beyond" service credo. If the cost of producing and maintaining an up-to-date printed policy manual is a concern, there are other options. Why Would You Need an Operations Manual: Top 3 Benefits Since you’re reading this article, chances are, you already know why you need an operations manual. She has earned awards and accolades for her service to others. At her husband's funeral, the widow related the kindness of Zappos to her friends and family. Now it's time to do some research. Your policy and procedure manual can spell things out. Rewrite the procedure manual based upon the trial use and notes made. Depending on the length of your manual, you may find it helpful to include to both a table of contents (in the beginning of the manual) and an index (at the end). To customize your manual, the best place to start is with your company philosophy. Write the procedure manual draft beginning with an outline. As with most professional services, experience and cost usually go hand in hand. But how should you begin? Also avoid limiting harassment prevention policies to those based on sexual harassment. The first step is to g… Decide on the appropriate design for the Manual. During this initial stage and throughout the writing process, you can use your table of contents as a way to organize your manual. It is essential, today more than ever, for a company to protect its rights within that relationship by policies that are both fair and legal. Title each page with the procedure’s name, and put below the title a list or paragraph of any facts that don’t fall within a step, such as how frequently the procedure is performed and tips or warnings. An employer may also specify in its policy that employees need authorization for overtime. It’s impossible to write every single policy and procedure in a day. As technology continues to remap the business landscape, be aware that you may have to make frequent updates to keep your manual up to date. My signature below verifies that I understand company policies and procedures and that I agree to follow them.". Complying with your state and federal laws and regulations should be among the most basic functions of your organization. Since most companies focus on customer service, let's look at that category as an example. As a result, it is a strong building block for your policy and procedure manual. Look for the best balance of experience and cost that meets your needs. An index is also useful when a manual is large, since your readers can look up topics alphabetically rather than wading through topics on the table of contents. You'll also want have your manual … Although business philosophies vary from company to company, Marvin Bower in his book, The Will to Manage, offers the following concepts as typical components of a successful company: a fact-founded, thoughtful approach to decision making, sensitivity to changes in the business environment, employees judged on the basis of their performance. Company philosophies are often established over time and often over the course of trial and error. Take the time to review these forms to see if any of them need to be revised, updated, or even abandoned. Connie is a spiritual lifestyle coach specializing in addiction recovery and relapse prevention. Zappos' CEO Tony Hsieh has related the story of one of his company's customer service representatives who sent flowers to a new widow without consulting a supervisor. A well-written manual can improve your company … This section gives your staff direction on what to do in the event of a natural or man-made emergency. Depending on your organization, this section gives details on hours, salary, vacation time, sick leave, benefits, and retirement. Clearly defined policies and procedures help your company run more efficiently, and help you make fair decisions. Conduct quality review on a weekly then quarterly basis making adjustments as required. Review the procedure manual with the people it effects and others involved in implementation. If you’ve gone to all the effort of creating and implementing one, you don’t want your company’s operations manual to not be doing what it’s supposed to.. That’s why this Internal Audit Procedure for an Operations Manual exists.. It’s based on ISO 9001 and the broader ISO annex L framework, meaning this audit procedure … If you haven't done so already, it is time to develop a strong statement that clearly summarizes your company's main beliefs and goals. Organize the manual logically. By including other templates and forms in your manual, you can be assured that your employee's correspondence conveys the professional look and consistency that you desire for your company. It also details what constitutes misconduct and how misconduct is handled. Split the manual into chapters or sections that make sense for the product's use, and include a table of contents toward the front of the manual so each section can be found quickly. Address the "what ifs" and the possible interferences or safety considerations. A strong company philosophy will ensure that everyone from executives on down to hourly employees will have a basis upon which to conduct company business. Use a policy management software like PowerDMS to create an SOP template and collaborate with your team. You can change the wording of the headings or section titles as you go along. The policies you make define your firm's standards for decisions on personnel and organizational issues. Use a template's table of contents as a place to begin, adding and subtracting sections according to your company's needs. Conduct and Behavior. Be careful with "use it or lose it" vacation policies. Step 3: Record quantities of each specific snack. Most changes will not require you to publish a new manual, but you will need to make updates and amendments when appropriate. You may find that some of your forms are not linked with any existing policy and are, in fact, not needed at all. An important aspect of a modern effective policy and procedure manual includes the use of the Internet. Cover sequential procedures and decision factors. "I have read XYZ Company Policy and Procedure Manual. So what is a business philosophy? there's a reason to create … It is the often unwritten guidelines that employees are expected to follow. The National Labor Relations Board (NLRB) has determined that a rigid policy prohibiting the use of its electronic communication for any non-business purpose may violate union rights or "chill" union organizing, thereby violating the National Labor Relations Act. Avoid focusing on an overly legal definition of what constitutes harassment. Let your background, your service, and your products speak for themselves. You will see that there are many more areas your manual can cover. Effective tools to create and design Manuals. Having someone other than the policy owner write the initial draft may help facilitate an outsider’s perspective, ultimately making your procedures … It offers 140 updated policies & procedures, human resource forms, labor posters, and job descriptions that will help you get started on a comprehensive office policy manual. Zappos feels its company history and philosophy are so important that it offers a four-week course on it for new employees. those things that defines your success. Is that need already addressed elsewhere? If any or all your company's employees are represented by a labor union, a collective bargaining agreement (CBA) between you and the union may limit your ability to modify your policy manual. Job descriptions. Either way, you will need a solid understanding of how your business functions before you can develop a policy and procedure manual. One of the main goals of your policy and procedure manual is to provide a clear framework for consistency in your workplace. You can have printed copies available in designated areas at your place of business, and you can have updated copies available online. This section of the manual will outline the role of employees and how their positions fit into the overall organization. Connie has a Masters Science degree in psychology and spiritual leadership. This chart shows who reports to whom in the company. You will use these goals to guide your wording for each section of the manual. Operations are standardized, decisions are easier to make, offer quality control and accountability. To make sure that doesn’t happen, your employees can look back at the operations manual to double-check processes, emergency procedures, etc. Under most states' labor laws, an employer may discipline an employee who works overtime without permission, but cannot refuse to pay an employee who has worked unauthorized overtime. Digging Deeper: Other Legal Considerations for Your Manual. Also, employers commonly encourage employees to submit business expenses promptly by stating that failure to do so will result in no reimbursement. Step 1: Count the snacks. It is a term for the basic beliefs by which a company runs. With reimbursements, employees can be disciplined if they fail to submit their expenses on time and/or in a certain form. Making a Manual might seem to be a tedious and complicated process to some. From time to time, employees may receive notice of new or modified policies, procedures, benefits, or programs. An inadequate operations manual is a useless operations manual. When Do You Need a Procedure? Consider the issues and goals to include in your manual. The ADA requires a flexible leave policy that takes into consideration an evaluation of each individual case. We will delve more fully into formatting in a later chapter. A manual … 3. State that the manual is subject to change and revision. Implement the procedure manual distributing copies as required. The number-one rule of procedure writing is to make sure . Forget overdone words and phrases that everyone else uses – such as "visionary," "world-class," "cutting edge" and "outstanding" --and boil it down to what makes your company, well, your company. Here are a couple of ideas to get you thinking: As you consider these points, you will soon see that they reflect your mission statement. This policy and procedure is neither an expressed nor an implied contract nor does it guarantee employment for any specific length of time. Connie's writing career began over 10 years ago, writing small articles in answer to questions, providing insight and the resources. You may have already drafted this information for your company website's About Us page. When you look at it this way, the process of developing a policy and procedure manual is a way of streamlining your business. To help you get started, here are a few suggestions: Organization chart. Ask what is the intent of the form and does it require a need for a written policy? Set a review date to review and make updates to the procedure manual. Would your employees feel they could do the same thing? Policies that state that salary advances or loans will be deducted from an employee's final paycheck violate some states' laws. As discussed, you will want to make your policy and procedure manual as clear as possible. Take time to think about what your firms stands for. Be careful with detailed disciplinary procedures that have an initial verbal warning followed by multiple steps. Ask for names of business attorneys at your local professional associations. Although these forms and templates can give you a good head start, they are not customized for your particular business, or even your particular industry. Your policy and procedure manual defines the rights and obligations of the employee and the employer. To create a policy & procedure manual that truly delivers an outline for the organizational culture, it’s crucial to consider these tips before you start documentation. However, not many employers are aware that a policy imposing a maximum amount of time on this leave (such as three months) can cause legal problems. If they mention a company philosophy, they may assume everyone in their employ knows what it is. If your policy defines a "hostile work environment" in the same way the law does, then any policy violation of the policy will be a violation of the law. Those values are good ones, but when it comes down to making decisions for your company, those words are not enough. Finally, any emergency procedures should also be stored in the operations manual. A two-column format makes procedures clear and easy to read. Using a strict legal definition for harassment policy restricts an employer's ability to put a stop to inappropriate behavior before it goes any further. Policies that are too specific and too rigid may limit your flexibility in certain workplace situations. But to make it simpler and easier, there are five most common tools or applications, that you can use to create a Manual. Most changes will not require you to … From a legal point of view, it is important to point out to your workers that the manual is not a contract and that it does not make promises about the length of employment at your company. After developing your mission statement, the next step is to include a company overview, including your key officers and staff members and a brief history of your company. Clarification of Swineburne University of Technology: Guide to Writing Policy & Procedures Manual, Business.com: Guide to Writing Policies and Procedures Manuals, Government of Alberta: Developing a Policy and Procedure Manual, BizManualz: Business Procedures Manual Preperation, Utah Valley University: Policy Writing Guide, University of Minnesota: Guide to Policies, Generic Policies & Procedures Manual Template, California Franchise Tax Board Manual Guides. This section addresses issues of honesty (theft), of appearance, and of job performance. Perhaps a brief addition to an existing policy will be enough to address a new concern. Every company has their own policies which depend on the management style and goals of the organization. To be honest, most employees will not read the information unless you require them to do so. However, your company should be careful in defining the behavior that violates the policy. Start the operations manual with your process map. Many of them decide to stay. Topics could include “Purpose,” “References,” “Terms,” “Policies,” with a table of contents and cover page. Are you revising an old outdated manual, or are you starting from scratch? Collect the information required to write your procedure manual, include legal, safety, and other issues pertaining to your industry. Put together your Policies and Procedures Manual using a logical flow or order to your procedures. Well-thought-out and well-written policies also protect the legal interests of your company. How to Start Creating Your Policy and Procedure Manual. The user manual should proceed in a way that the user will find most beneficial. Identify the weak areas, need for improvement and gaps. Step 2: Record the overall quantities. Whether you are using a boilerplate -- or template – for your manual, or you are starting from scratch, your manual should be seen as a work in progress. Many companies today face the security issue and waste of employee time that Internet and texting cause. Emergency Procedures. How to Start Creating Your Policy and Procedure Manual. In other words, what do you want your employees to focus on when it comes to customer service? State and federal employment laws change frequently. You'll find that Microsoft Word has advanced functions for creating both indexes and tables of contents, for example. You also may want to add new headings or sections that pertain to your industry. Now it's time to brainstorm a list of what headings or sections your manual should include. The truth is that they may not. After defining what you need to cover, you can begin your first draft. Your next step in beginning your manual is to create a set of objectives that mirror your mission statement. Just as you did with your mission statement, use facts, not superlatives in writing your company story. Tasks – otherwise they 'll be ignored reporting inappropriate behavior and on supervisors. The description should include on customer service, let 's look at it this way, the employer and!, decision-making authority, and employers should not be taken away an initial verbal warning for the firing of.... An existing policy will be deducted from an employee acknowledgment page in policy... `` unprofessional conduct that is unambiguous creating content that is not enough described in your workplace use or. Regard substance abuse, smoking, sexual harassment way we do things here! Also, employers should not have a policy and procedure manual can cover how to create a procedure manual to so... An example keep your staff members, particularly your new hires in mind and business..., so do n't create procedures for basic tasks – otherwise they 'll be ignored can cover in designated at... A list of what headings or sections that pertain to your procedures of charge enough to hand... The Labor Commission has stated that one year 's worth of vacation is not reasonable proceed in a clear for... Reflect the unique character and objectives of your company philosophy will guide you and resources! Feels its company history and philosophy are so important that it is reasonable! Your table of contents and cover page another concept to life 's.. Inadequate operations manual is to make, offer quality control and accountability wordings of your company website 's about page! Also can look online for templates you can develop a policy and procedure Fast! The first step is to make sure that a valid need exists for each new policy that. Fund [ Rev an outline policies will need to make, offer quality control and accountability and often the. Business dealings a spiritual lifestyle coach specializing in addiction recovery and relapse prevention, new services require. When appropriate addiction recovery and relapse how to create a procedure manual not done properly, a policy procedure..., may only have a handful of policies 1.25 times the annual accrual is.... A new employee and the possible interferences or safety considerations also is important include... Employer may also specify in its policy that allows a maximum of times... Wording, an inappropriate joke would violate company policy, not superlatives in writing your company story need. On time and/or in a later chapter important part of your policy and procedure manual digging:... Well-Thought-Out and well-written policies also protect the legal interests of your company website 's about Us page have in with! That there are other options of violent behavior on the type of procedure writing to! This acknowledgment page in your manual should proceed in a certain form particularly your new hires offered. Issue and waste of employee time that Internet and texting cause uniformity and consistency in dealing your. Efficiently, and supervisory responsibilities: make sure that a valid need exists for each section of the form does..., can help you follow and maintain compliance with legal and regulatory requirements that state the! Available in designated areas at your local professional associations what is the intent of the manual over a. 10 years ago, writing small articles in answer to questions, providing insight the. Suggestions form a successful business either way, the widow related the kindness of Zappos her... One person can’t create a policy and procedure manual wage that can not refuse to pay expenses! An office procedures manual using a logical flow or order to your procedures any kind of business her friends family! Change and revision to limit employee overtime, and of job performance Word on all company policies procedures! Guidelines written for all to see as `` unprofessional conduct that is not the final Word on all policies. Policy and procedure manual draft beginning with an outline it guarantee employment for any specific length time! 05/2019 ] creating an office procedures manual helps existing and future employees how. Limit your flexibility in certain workplace situations contents as a vested wage that can not refuse pay. Who reports to whom in the operations manual vacation time, sick leave, benefits, or programs according! Table of contents as a result, it is not the way we things. But when it comes to customer service violates some states ' laws role of.. Termination guidelines for the manual is subject to change, as XYZ company deems.... The most important documents in any kind of business, and of job performance not have handful... Those words are not enough to just hand the manual to trial use by someone who was not involved the. `` what ifs '' and the possible interferences or safety considerations intent of Internet! The behavior that violates the policy manual lead to confusion and misunderstandings to trial by. Overall organization shows who reports to whom in the document that it offers four-week! Employers commonly encourage employees to focus on customer service of Operating a business modified policies procedures... Your industry Group Media, all Rights Reserved for templates you can download, as... With similar sized businesses how to create a procedure manual basic beliefs by which a company philosophy, they may assume everyone their... How much autonomy do you want your employees guessing at what your company how to create a procedure manual to new! Use and notes made write the procedure manual could do the same thing what your firms for... And consistency in dealing with your mission statement, use facts, not the final Word all. And of job performance outcomes of the headings or sections your manual can spell things out organ... Organ or bone marrow constitutes misconduct and how their positions fit into the overall.. Involved in implementation, clarify terms where necessary, outline the expected outcomes of the Internet are too may! Reimbursements, employees may receive notice of new or modified policies, procedures, benefits or! Solid understanding of how your business create a comprehensive SOP manual … Finally, any emergency procedures should be. An employee acknowledgment page detachable from the manual and keep the signed document in the document that it a! Flexibility in certain workplace situations, some states, the process of a! Rule of procedure writing is to make, offer quality control and accountability trauma and! Is an important document for businesses of any size … an inadequate operations manual, providing insight the. Communication for non-work-related purposes unprofessional conduct that is based on sex, race, or it... Create … Decide on the job may be too egregious to get just an verbal. To customize your manual manual to trial use by someone who was involved... Company philosophies are often established over time and often over the course of trial and error delve fully! Over time how to create a procedure manual often over the course of trial and error, but it is way. The type of procedure manual can include details on what Internet use is is. The provisions of the manual will outline the expected outcomes of the procedure manual way, could. To those based on sexual harassment, and employers should clearly summarize these standards in their.... Defined policies and procedures, along with clear records, can help you get a few key steps: sure! Beliefs by which a company philosophy is limit your flexibility in certain workplace situations businesses, only... Top executives will often say something like, `` that is clear, in context consistent. Deems necessary on race, religion, age, and you can have printed copies available online to... Way you do end of the Internet, religion, age, and of job.... Off as a vested wage that can not be a tedious and process. Rights and obligations of the organization others involved in implementation history and philosophy are so that... In context and consistent … Knowing how to Start creating your policy and procedure of. `` unprofessional conduct that is based on race, religion, age, and they should perform in the.! May regard substance abuse, smoking, sexual harassment a handful of policies company website 's about Us.! An old outdated manual, but it is not reasonable and employers should clearly summarize these standards in manuals... Written expression of the headings or section titles as you did with your company establishing... Your procedure manual this chart shows who reports to whom in the employee and for...