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Who Are You Writing Procedures For?
In our previous article, we discussed procedure discovery and design. During discovery, your main goal is to understand the flow of information which, in turn, will tell you what is expected from the procedure or the process.
In the design phase, you create a process map which shows the steps, inputs and outputs of the process. A design review or procedure walk-through prior to development ensures that the procedure is accurate and can be used effectively.
The important question to answer in development is who are the users of the procedure going to be? Are they novices, occasional users, or frequent users?
You can write the procedure for all three or determine that only a certain group is going to use it. The editorial style is different for each. Figure 1 is an example of a written procedure.
Procedures for Frequent Users
Frequent users are expected to be experienced. They do not require a lot of explanation, technical definitions or detailed step-by-step instructions. Frequent users may only need a checklist. They will skim the procedure and rely on the headlines for each major task to skip through. Therefore, the headlines, sub-heads, and checklists are the most important point for the frequent users. The priority is navigation more than explanation.
Procedures for Occasional Users
Occasional users are not experienced. They may only use the procedure now and then, when they fill-in for someone or perhaps the procedure is only used once a month. So, the occasional user needs what the frequent user needs but they also may require explanation or a reminder as to how and why this step is done. Therefore, explanations are important to the occasional user. The priority is explanation and navigation over detailed step-by-step instructions.
Procedures for Novices
Novices are learning the procedure for the first time and need step-by-step instructions. We sometimes call these work instructions and compose them as a separate document referenced from within the procedure.
The reason is obvious; you don’t want to overload the procedure with a lot of detailed instructions that may only be used by a novice once in a long while. Therefore, detailed work instructions are important to the novice. The priority is learning the procedure and transforming the novice into an occasional user.
Are you done? Not yet, you need to perform a review of the written procedure. You can use the seven C’s to review and check a procedure for Context, Consistency, Completeness, Control, Compliance, Correctness, and Clarity. After the document review you are ready to deploy the procedure into the field.
Procedure Deployment
Deployment refers to the training, auditing, and continuous improvement of the procedure. After all, if the procedure is not used then why did you write it in the first place? Training is the first step; the users need to be introduced to the procedure and how it is used. Most procedures have a form, checklist, or log of some kind that embodies the procedure. The users need to be introduced to what the inputs and outputs are and how they will be audited for conformance.
Procedure Auditing
Why do we audit procedures? First, to see if they are used, but more importantly, it’s to see if data is collected, used and changes are occurring to the process (via revisions to the procedure) demonstrating that the process is in control. Remember control was one of our previous topics.
Who Are Procedures Written For?
By now you should be able to answer this question. Procedures are written for various user-groups: frequent users, occasional users, or novices, in order for them to consistently realize the process that the procedure models. Procedures are written for auditors to verify to management that the processes are in control. And, procedures are written for the company to ensure that the company is continuously improving, realizing the business objectives, and increasing its future prospects.
More questions? Learn how to improve your organization by attending the next How to create well-defined processes or ISO 9000 Lead Auditor training classes.
Part 1: How Do You Gain Control of Your Processes?
Part 2: Writing Procedures for Results!
Part 3: Who Are You Writing Procedures For?
Part 4: What’s the Difference Between Policies and Procedures?
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