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In practice, policy and procedure manuals are distributed and used by different personnel throughout the company. They help to empower individuals to take action and make decisions, without the need and time delays of involving management. A well-thought-out policy manual provides employees the ability – and flexibility – to make the right decisions in their jobs.
Good Business Practices
For example, how many times have you called customer service at a company only to be forwarded around from one customer service agent to another because they could not handle your call. Good business practice and common sense suggest that customer service representatives should be able to handle a customer’s problem with the authority to resolve the problem on the spot. A production team should be able to diagnose a quality problem, formulate a solution, consult with engineering, and resolve the problem on the floor right now, without having to go through the “proper” channels.
Front line workers gain empowerment to make effective, time-saving decisions through policies and procedures that affect their functional area. An effective policies and procedures manual provides appropriate methods for interdepartmental communication, to allow staff to work together to resolve day-to-day business problems without requiring unnecessary supervisory involvement.
The goal of your policy and procedure manual should be to organize the contents to reflect your company’s ways and means of communicating, getting the service performed, or the product manufactured at the lowest cost in the least amount of time, with the added benefit of maintaining job satisfaction and high employee morale.
Company Policies and Procedures
Therefore, all employees in your organization should be educated in Company policies and procedures and always have ready access to a policy and procedure manual. Due to the cost of producing and maintaining a policy manual, it is not necessary to issue an individual printed manual to every employee – however, a manual should be readily available either in a designated area in each functional location or online using a policies and procedures management system.
Download Free Sample Company Procedure Templates to see how easy it is to edit Microsoft Word Templates to build your own company policy and procedure management system.