Creating Effective Company Procedures That Engage Your Team
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Chapter 1: Understanding the Challenge
Do your employees dread the thought of engaging with your company procedures?
They often go out of their way to avoid them, not due to their ineffectiveness, but because many procedures are overly verbose, confusing, and outdated. For instance, when one of my sales representatives inquired about how to process a specific type of sales order, I mistakenly directed him to a procedure that had not been updated to reflect our new ERP system. This was a significant oversight.
Procedures should serve as dynamic documents that empower your team, allowing them to focus on strategic tasks rather than getting bogged down by routine inquiries.
Section 1.1: The Importance of Clear Procedures
Your team shouldn't be left guessing how to handle frequently performed tasks. To avoid this, ensure your procedures are structured according to this model:
- Purpose
At the beginning of your procedure, clarify its significance. Answer the question, "What makes this procedure vital?" For example, my introduction for Skylink's Procedure for Procedures states:
"We rely on Working Procedures (or simply 'Procedures') to maintain the mechanical functions of Skylink. With countless human and mechanical processes occurring simultaneously, managing Skylink through any other means would be unfeasible."
- Guidelines
This section provides a brief overview of how to carry out the procedure.
"Is there a recurring issue or task? Then a Working Procedure is necessary. If an existing procedure encounters problems, we will revise it to mitigate the issue. If no issues exist, let’s refine the procedure for maximum efficiency."
- TL;DR
Your team should not need to reread the procedure repeatedly. Once they understand how to perform a task, they should refer to a simplified checklist. For instance, I incorporate a section titled Too Long; Didn't Read (TL;DR) in all my procedures, offering a quick reference guide.
- The Procedure
This is where you delve into the details of documenting your procedure.
Be direct and succinct, dividing the procedure into clear steps with subheadings. Utilize a 1–2–3-step format whenever feasible, although this may not always apply.
- Continuous Improvement
While not a formal section, this serves as a reminder that your procedures are organic elements within your organization.
The success of your team hinges on these systems, which is why maintaining a mindset of continuous improvement is crucial. Regularly review your procedures to identify inefficiencies or areas that require updates.
Procedures should never be a set-and-forget solution. By consistently refining your processes, you enhance your team's effectiveness (and sanity). Remember, any task performed once a month warrants a formal procedure.
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Chapter 2: Enhancing Team Engagement Through Procedures
The first video titled "7 Ways to Deal With Employees Who Don't Listen" offers strategies for improving communication with your team, ensuring they are more receptive to procedures.
The second video, "Can't Get Your Team To Follow Procedures? Do This," provides practical tips for fostering adherence to company protocols.