To Document or Not to Document
Is That Your Question?
“We got a quick return on our investment from Unique Business Solutions. Our administrative assistant took a family medical leave less than 1 month after her job was documented by Gail and her team. Unique’s documentation allowed us to seamlessly continue operations until her return. Thanks Gail.”
Larry Siedlick, Chief Executive Officer, Sunrise Medical Laboratories
WHY DOES A COMPANY NEED A MANUAL?
Reason to control, direct or inform
Reduce training costs
Capture knowledge
Agree on a proper and consistent method to do something
Save time
Reduce errors
Make the job safer
Prove they have their act together
Provides a form of staff backup
Want to sell their business
WHY COMPANIES HAVE NO MANUAL?
Too busy working "in" the business
Don't know how to get started
Not good analysts
Not good writers
Don't make the time through they want to
Think "Why should I? It will change anyway"
Staff turnover is not a problem
Processes are simple enough
IMPORTANT FEATURES IN ALL MANUALS
Easy-to-read
Consistent format/page layout
Clear & concise (use of language)
Consistent writing style
Easy to create and revise
Defined process for updates & distribution
Includes communications of change
Computer files easy to identify content, stage and revision date
Standard file storage location
Involve teams
WHAT NEEDS TO BE DOCUMENTED?
Key tasks only
Complex tasks or difficult to remember
Tasks prone to errors
Tasks that must be done consistently
Performed by staff that frequently turns over
First draft = "as-is" First version = "Should be" procedure, not "To-be"
Computer applications - define how much to document
