DOCUMENTATION OF OPERATIONAL PROCEDURES

Introduction

To keep up with the competitive environment in a knowledge-based economy, organizations need to be innovative and versatile. The concept of Learning Organization discussed by enterprise thinkers like Peter Senge, David Garvin, Ikujiro Nonaka and others suggests that business organizations should behave like a living organism - able to learn and innovate as a unit. According to Nonaka, knowledge can be transferred within the organization by formalizing tacit knowledge so that it becomes explicit, and subsequently internalized. Thus, efforts of documenting daily operational procedures should be given more serious attention for it is beginning of knowledge-creation within the organization.

Course Duration

2 Days.

Objectives

This course is designed to help the participants to:

• Acquire theoretical basis of knowledge-creation within Organization.
  
• Realize the rationale of documentation of operational procedures.
  
• Understand the different approaches in the documentation of operational procedures.
  
• Identify the essential elements in documents of operational procedures.
  
• Utilize several useful tools for process presentation in operational procedures documents.
  
• Be conscious of formats and standards requirements in the process of documenting operational procedures.
  
• Exercise sound principles of document control when preparing and revising operational procedures documents.
  
• Effectively plan and execute implementation plan and operations audits to ensure process effectiveness is achieved through compliance and continuous improvement.
  

Training Methodology

The course shall be conducted in an interactive manner, supported by practical illustrations and case studies. Learning activities incorporating group dynamics e.g. group discussion, role-plays, simulations, etc. shall be adopted to enhance retention and transfer.

Who Should Attend

Operational managers and executives.

Resource Person

Chong Siaw Fung M.Ed., MRCA-IA has more then ten years experience in education, training and development. He has served in managerial positions in the Human Resource Management, Training as well as Quality Management functions. Chong is a trained instructional designer. He is proficient in designing training programmes according to the needs of the participants. As a Quality Management professional, he is admitted by the Malaysian Register of Certificated Auditors (MRCA). Some of the organizations he has worked with for process improvement and quality documentation include Kuehne and Nagel Malaysia, Keppel Logistics Singapore, KKIP Communications, etc.

Contents

Theoretical Basis of Knowledge-Creation within Organization

• The Four Basic Pattern of Knowledge-Creation within Organization
  
• Combination and Internalization of Knowledge

The Rationale of Documentation of Operational Procedures

• Importance Responsibility
  
• Application Relevance

The Various Approaches of Operational Procedures Documentation

• Regulatory Approach Process Approach
  
• Statistical Approach Idiot-Proofing Approach

The Essential Elements in Operational Procedures Documentation

Useful Tools of Presentation

• Table Matrix
  
• Flow-Charts

Formats and Standards

• Headings Language, Font's and Sizes
  
• Paragraphing Numbering and Bullets
  
• Tables, Figures and Appendices

Document Control

• Drafting of the Document Conducting Reviews
  
• Obtaining Approval Communicating Changes
  
• Publication and Distribution

Implementation and Check

• Training and Coaching Supervisory Support
  
• Span of Control Operation Audits
  
• Records of Non-Compliance Implementing Corrective Actions

Revision of Documents

• Initiating a Revision
  
• Controlling the Revision Process