Documentation – The Operations “Owner’s Manual”

The value of procedural documentation

Internal company processes and procedures are the drivers that allow each enterprise to function in its unique manner. Over time operating methods are altered due to company growth, personnel additions, and changes, and advances and improvements in the technology available. In many cases, these changes are made “on-the-fly” with little or no attention to their effect on other areas of the business. Although this may not stop them from functioning in their isolated area, these ad-hoc, random, isolated changes can and will cause inefficiencies to creep into cross-departmental procedures.

The issues

Undocumented changes made to procedures almost always ensure that these changes will be known only to those they directly affect. Although necessary, these amendments may have been created in a vacuum with little or no input from those in other areas of the business or regard to the effect it may have on them. This practice can cause personnel to work in silos, causing undetected inefficiencies to arise that cost time and money. This process can be a “silent morale killer,” causing people to work harder to maintain the status quo.

Changes of any kind, no matter how valuable, are always tricky on those in the organization they touch. People are creatures of habit and will resist change, notably when they are excluded from the process, or perceive these changes might adversely affect their job. Personnel is less resistant to changes when included in the process and where they have a chance to weigh in on the value of them or at least how they may negatively impact them.

That being said, change is inevitable and necessary to maintain operating efficiency. But it must be done transparently, with forethought and attention to the problems process amendments in one area may cause in another.

The Value

Written procedures provide those creating them, and those charged with carrying them out the ability to test them in real life situations. It offers the best opportunity for those affected to provide suggestions that canimprove them. It will also enable managers, in advance of the release, to understand potential issues and avoid the fallout they can cause.

Documentation and flow chart analyses can help process designers avoid inter-departmental conflicts and lead to managerial and staff buy-in. Written procedures are critical to IT developers, required by the very nature of computer programming, which demands clear, compelling and precise documentation. This need will drive IT to request clear and concise procedural manuals to assist in their programming development.

Accurate, detailed documentation is an essential first step when deciding to upgrade or change an ERP. Maintaining an updated schematic of all procedures will give an ERP provider with a picture of your company methodology, allowing them to present their solution in the best light for your particular enterprise. A firm grasp of your processes will provide you with the best illustration of thepros and cons of the solutions from which to choose.

Businesses are an amalgamation of moving parts. These parts each have a function but do not exist on an island. Each one interacts with one or more of the other moving pieces of this complex puzzle and will affect them either positively or negatively. The better the process is understood, the more likely the chance these interactions will be positive, leading to a smooth, cost-effective overall operation.

Conclusion 

A user manual is provided with every piece of equipment or computer program one buys. This help text contains a reference for users to refer to explaining all functionality, giving the user the ability to resolve issues in the event of a malfunction. If the user follows the instructions, he/she will get the best performance possible. When problems arise, the manual will help the user resolve the issue in the least amount of time. The very same is true for procedural documentation. The procedures in place are those that management feels are the best-operating methods for the organization. When a process breaks down or ceases to function effectively, the document will provide the user with the information to analyze the problem and correct course. Because functions are interactive, the documentation will help to identify the source of the problem and provide the fastest, least disruptive adjustment to keep everyone on track. Should management decide the current procedures need upgrading, either through manual improvements or through technology changes, the existing documentation will give all involved the roadmap in choosing the best software followed by the most successful implementation. Once implemented, the updated documentation will provide all system users and company personnel with the most comprehensive method for maintaining all systems in top functioning order.