Course Agenda

Course Timings:
Registration and morning coffee will commence at 8.00 with a prompt start at 8.30. There will be two refreshment breaks at appropriate times. The course will end at 14.30 everyday followed by lunch.

Course Introduction
From the CEO to the front line worker, everyone needs to know how to execute the key processes of the organisation. Workflow, process flow, policies and procedures all need some form of documentation and communication to the workforce. With all the changes in today’s business environment, keeping these updated, current, complete and relevant has become much more significant.

This course brings together several different perspectives and components of documenting policies, procedures and processes in the organisation. Key questions are answered such as:
• What is the life cycle of policies and procedures?
• How do you develop them?
• How do you organise them?
• How do you manage them?
• How do these procedures relate to policies?
• What is the relationship of policies, procedures and processes?

Each area of the organisation has its own way of looking at how things get done. Important processes emerge from everyday business needs and have default procedures that people are comfortable with. This makes compliance with procedures today an important consideration of any policies and procedure system. Lectures are supplemented by exercises and demonstrations of tools providing you with a rich learning experience.

Day One – Sunday, 8 November 2009

Overview – Procedures And Processes Today
• Course objectives and structure
• A little history on procedure documentation
• Policy, procedures and process concepts
• A simple procedure methodology
• The life cycle of a procedure and a policy

Exercise – Assessing policy and procedure posture

The Changing Role Of Procedures
• The traditional role of policies and procedures
• The diminishing procedure
• Understanding the policies and procedures as content
• Policies as direction for rules
• The new role of business rules in procedures
• The emerging process and workflow emphasis

Exercise – Determining procedure requirements

Processes, Procedures And Workflow
• The process flow diagram
• Workflow and process flows
• Workflows and procedures
• Process and workflow enablers
  – Defining the job, job structures and classification schemes and skills
• Analysing knowledge enablers

Demonstration – Developing a process flow

Day Two – Monday, 9 November 2009

The Changing World Of Procedures – New Formats And Use
• Documentation formats
• Traditional procedures
• Transition formats
• Content based approaches
• The articulation of rules

Exercise – Selecting a format

Determining Procedures Needs And Requirements
• Types of procedures
  – Administrative, operational, systems, audit, technical and engineering
• Identifying policy and procedure needs
• Developing the procedure for the process
• Identifying candidates for change and update
• Determining what goes into a procedure

Exercise – Developing procedure requirements

Developing And Writing Procedures
• The procedure life cycle
• A procedure methodology
• Sourcing material
• Gathering the procedure material
• Some procedure best practices

Exercise – Documenting a traditional procedure

Day Three – Tuesday, 10 November 2009

Reverse Engineering Procedures
• Business process analysis methodology
• Process documentation techniques
• Embedded processes in procedures
• Policies and rule extraction
• Linking the procedure with the process

Exercise – Reverse engineering a procedure

Business Impact Analysis
• Linking strategy and policies
• Policies as linked to procedures (rules)
• Procedures and processes
• Inference analysis
• Indicators of change impact

Exercise – Business impact analysis

Procedure Context Analysis
• Defining the procedure context
• Gathering context material
• Analysing relationships
• Assessing context impact
• Context analysis example

Demonstration – Basic context analysis

Day Four – Wednesday, 11 November 2009

Process And Procedure Measurement
• Process and procedures measures
• The measures baseline
• Quality and measures
• Measures and best practices
• Interpreting measures

Exercise – Setting measures for procedures

Policy, Governance And Procedures
• Types of governance
• Governance and policy
• The relationship between policies and procedures
• The external and internal policy view
• The format of a policy

Exercise – Writing a policy

Achieving Procedure Compliance
• Defining the compliance cycle
• Training and support
• Publishing approaches
• Procedure deployment and testing
• Auditing and reporting

Demonstration – Procedure compliance

Day Five – Thursday, 12 November 2009

The Policies And Procedures Structure
• The structure of the policies and procedures
• Organisational approaches
• Number and indexing schemes
• Managing the documents
• Defining the life cycle in your company
• The policy management system

Exercise – Designing the policy and procedure structure

Developing A Policies And Procedures System
• Assessing the existing situation
• Setting the vision
• Outlining the policies and procedures manual
• The policies and procedures team
• Procedures for workflow
• The electronic manual

Demonstration – Policy and procedure structure

Procedure Management
• Procedure management concepts
• Roles and responsibilities
• Tools for procedure development and management
• Managing the procedure project
• Performance measures

Conclusion – Final question and answer session