By Dana P Skopal, PhD
Every business operates with many systems, most of which require written procedures. Yet often staff are not keen to read all the procedures and avoid being involved in writing them.
In our consulting work we have come across a range of written procedures. The term procedure is an abstract noun, so peoples’ understanding (of what a procedure may be) in fact can be very different.
Procedures are generally detailed steps that need to be followed so that business operations can function. However, organisations vary in how they present their procedures. This variance can be seen as a link between policy, protocols and training materials.
A policy is a document that sets out the principles and compliance requirements for any one topic. For example, a privacy policy needs to describe the kinds of personal information an organisation collects and how it is collected; the policy also needs to cover how an individual can make a complaint.
So that staff can enact the policy, detailed procedures should be accessible and be able to be used by all people working in that area. Hence, in line with a privacy policy, the procedures have to outline how personal information can be accessed and detail all the steps if dealing with a privacy complaint.
If a policy covers a minor (but important for smooth operations) issue, such as ordering ground coffee or coffee beans for staff amenities, one document of combined policy and procedures can work. Here the procedures are a clear set of instructions so a staff member can work independently. How often are these details in someone’s head, and the information walks out the door when that person leaves?
For topics such as respecting human rights, a written document can be viewed as a protocol. A protocol is where the document is in line with a policy but does not clearly set out all procedures for all possible scenarios. The key element is to have information for staff, and a protocol can cover the key principles that staff need to know when operating systems. More detailed instructions can then be made available in training materials.
Training materials are necessary to instruct new staff and run refresher courses for those working a number of years. Printed training materials (paper printed and/or online) allow an organisation to provide specific information when detailing the instructions that staff need to follow.
Knowledge of correct steps means an efficient organisation, so check how you inform and train your staff. A combination of procedures and protocols? Or a flow of information from policies through to training materials?
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