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SKL 026 – Policies, Processes & Procedures – Developing, Documenting and Maintaining

SKL 026 – Policies, Processes & Procedures – Developing, Documenting and Maintaining

Category:
In-House Programs / Softskills /
SKL 026 - Policies, Processes & Procedures - Developing, Documenting and Maintaining

Duration: 2 Days
Certificate of Completion

Introduction

Operations people in fields such as banking who need to understand, document and share processes and procedures within their organizations.  This workshop is designed to share the concept of operations manuals, by focusing on policies, processes and procedures, and using them as building blocks to create effective operations guides and product manuals.

Objectives

  • Understand The Impact Of Reader Needs On Documenting Operations
  • Appreciate The Interaction Of Policy, Processes and Procedures In Operations
  • Learn The Principles Of Documenting and Maintaining Processes and Procedures

Who Should Attend?

  • Operations people

CURRICULUM

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Day One

Reader Points of View-Types, Expertise Levels, Expectations

The Impact of Clarifying Intent

  • Problem Statement to Identify Context
  • Purpose Statement to Unify Actions

Use of Operations Manuals

The Link Between Policies, Processes & Procedures

Overview of Documentation Systems

Exercise

Differences Between:

  • Policies
  • Processes
  • Procedures

Critical Elements of Processes

  • Name
  • Purpose
  • Trigger Events

Essentials of Developing Processes

Process Mapping Tools

  • Flowcharts
  • Block Diagrams
  • Cross Functional Diagrams

Exercise – Developing and Documenting A Process

Debrief of Exercise

Essentials of Developing Procedures

  • Identifying Starting & Ending Points
  • Documenting Decisions
  • Documenting Nested Decisions

Procedure Formats

  • Step-Action Tables
  • Basic
  • Hierarchical
  • Graphical Tools
  • Flowcharts
  • Block Diagrams

Exercise – Documenting A Procedure

Debrief of Exercise

Common Writing Aspects

  • Tenses
  • Active and Passive Voices
  • Jargon and Acronyms
  • Using Imperative Sentences
  • Matching Language To Procedure Format

Exercise

Review

Day Two

Visual Structures and Reader Understanding

  • Structured Writing to Guide Readers
  • Layered Writing to Segregate Readers
  • Table of Contents
  • Previews to Prepare Readers
  • Reviews to Summarize Contents

Exercise – Developing A Manual Framework

Debrief of Exercise

Documentation Life Cycles

  • Creation
  • Maintenance

Maintenance of Document Contents

  • Version/Change Control
  • Updating Content
  • Tracking Updates
  • Publishing Updates
  • Single Sourcing for Reuse of Documents

Linking High Level Documents to Low Level Documents

Moving Between Document Levels

Identifying and Managing High Value/High Maintenance Content

Procedures & Manuals

Types of Guides

  • Task Based
  • Process Based

Assembling Effective Operations Manuals

  • Principles of Revisions
  • Revision Cycle
  • Types of Revision
  • Revision Tips
  • Other Aspects of Polishing
  • Assessment of Workshop