How to Write a Policies & Procedure Book

Flow charts are the blueprints for writing procedures

One might think that the main reason for writing a policy and procedures manual is to keep employees in line and to free up supervisors from micromanaging. But the primary reason for assembling this book is to define and support your organization's vision, mission, and objectives. The policy part of the manual answers the questions: Who? What? Why? and the procedure portion answers: How?, according to Stephen Page, author of "Writing Exceptional Policies and Procedures." By relentlessly posing these questions, you will lay the groundwork for writing a credible and functional book.

Things You'll Need

• Word processing software
• Flow chart software

Instructions

Preparing the Structure

1. Create a template using your word processor with "Standard Operating Policies/Procedures" (SOP) as the document header and a consistent set of sections. Page recommends using these specifically and exclusively:

   1.0 Purpose

   2.0 Persons Affected

   3.0 Policy

   4.0 Definitions

   5.0 Responsibilities

   6.0 Procedures

   7.0 Document Approvals

   8.0 Revision History

2. Create a template using your flow chart software with a minimum of seven shapes:

   Rectangle: Business process beginning or continuing

   Lines: Provide connection

   Arrows: Provide direction and sequence

   Diamond: Decision or branch

   Oval: End point

   Shape (of your choosing) for paper records such as a form

   Shape (your choice) for electronic storage

3. Devise a numbering scheme that will reveal the department and subject. For example, the numbers SOP1100 and SOP1200 might represent 1000 for the Accounting Department and 100 for subjects relating to Payables and 200 for those dealing with Receivables. The last two digits 00-99, will increment with each additional policy and procedure in the series. Reserve the use of incremental letters (A, B, C) for revisions and noted only in the Revisions History section.

Gathering the Information

1. Interview subject matter experts (SME) to flush out all steps involved in their job function. While taking notes, draw pictures of their business processes. Confirm the accuracy of the sequences you've drawn before releasing your SME.

2. Interview supervisors and managers to determine what their expectations are with regards to their subordinate's actions and attitudes. Have them review your process pictures for critical decision points and possible efficiency gains.

3. Consolidate both expertise and expectations using your word processor. Don't concern yourself with format or style. Instead, look for omissions and inconsistencies that will require continuing the interview process.

4. Transfer word processing content to your template, insisting that each thought relates exclusively to its section header.

5. Draft any forms that might need to accompany any of your policy and procedures.

6. Convert your drawings into diagrams using your flow chart template. Choose cohesion over style but make full use of your template's shape set.

7. Print first drafts and review with your interviewees.

Assembling the Book

1. Transcribe your flowcharts into contextual procedures. You may be surprised that Page recommends not including flowcharts in your book. But stop for a moment and consider those who have to live with the book you've built. You may have worked hard on the blueprints, but they would be quite distracting as wallpaper.

2. Write you final draft of your policies and procedures. In the case of documents that are strictly policy, which do not prompt flowcharting, you can write "non-applicable" under the Procedure heading.

3. Assign a number to the document and obtain approval signatures from the organization's president or CEO.

4. Create a numbered table of contents as the first page, and an index of key terms as the last page.

5. Bind all policies and procedures into one book including any referenced forms. You book is now ready for training, reproducing and distributing.

Tips & Warnings

• If all parties are aware and agree to your use of a digital voice recorder, you can capture both intonations and emphasis by the speakers. Audio files also serve as an additional backup source. If you have the resources to outsource the transcription, you'll have more time for thinking, diagramming, editing and formatting.

• Some businesses require policies and procedures to adhere to certain standards, such as ISO 9000 Series of Standards. Verify your organization's requirements with the appropriate regulatory agency for your industry.

References

• "Writing Exceptional Policies and Procedures"; Stephen Page; 2009
• "7 Steps to Better Written Policies and Procedures"; Stephen Page; 2002

Resources

• Read this Article in Spanish
• "Achieving 100% Compliance of Policies and Procedures"; Stephen Page; 2000