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Enterprise SOP Project Creator Training Material

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1 Enterprise SOP Project Creator Training Material
10/22/2002

2 Brief History - SOP Project
SOP’s are designed to empower UTi branch operators with the necessary and thorough knowledge of UTi’s global customers supply chain operations requirements. The SOP Enterprise team objectives were to develop a standard SOP Template which was consistent in Structure and Format, and deploy it to UTi branches globally. The SOP Enterprise project is to initially address SOP Deployment and Training with UTi’s top 20 global PLP’s to ensure standard and consistent levels of service provided. The SOP’s are to be posted within ‘Inzalo’ and will also contain the necessary tools and information to support the Customer SOP and Implementation Process project. Inzalo will be the preferred method of sharing the SOP’s with all involved and will eventually make the individual customer SOP’s a real time integrated part of the business process.

3 Current Problems with SOP’s
Some of the Current problems we experience with our SOP’s are as follows: They typically demonstrate an inconsistent Structure and Format in their design. SOP’s are generally not Distributed amongst the relevant UTi branches well enough, and in a consisent manner. Operations people tend to find the SOP’s contain Too Much Information – and can be “Confusing!” There tends to be poor Version Control – “Is my version up to date?” Does the SOP have the correct Content – “Am I missing something?”

4 SOP Enterprise Project
Develop Region Owners Phase I SOP Completion Enable Translations Define Goals & Scope Layouts Formats Service Level Agreements Develop Pilot Template Develop Medium Develop Template Develop System Demo Translate Pilot Customers Select Customers Training Usage Creation Maintenance Nominate Next Customers For Translation Large Customers Strategic Customers Potential Customers War Room Process Develop Control System Track Progress Consistent Product Continuous Improvement Product Support Consistency Posting Monitors Implementation Recommendation Establish Teams Monitor Progress Global SOP Tool Implementation Recommendation There is a ton of information on this slide. I recommend that you trim it down to a few key elements

5 Overall Process

6 SLA versus SOP Service Level Agreement SLA Service Expectations KPI’s
Terms Rates Relationship Overview Etc. What we agree to do Standard Operating Procedure SOP Process Description Process Maps Detailed Procedures Communication KPI’s Rates Etc. How we are to do it

7 MindManager – Creation Tool
A Pilot project tested the viability of using the MindManager product from MindJet and the posting of SOP templates as browser pages on Inzalo. MindManager was selected as the tool to create and manage the SOP templates. As a result, MindManager is being used to map and enter all of the SOP information for managing a specific account. MindManager Features: create mind-mapping templates, Create SOP Web pages Create Word outputs Current Content Can Be Manually Translated Into the MindManager Template. A pilot project tested the viability of using the MindManager product from MindJet and the posting of SOP templates as browser pages on Inzalo. Mind Manager was selected at the tool to create and manage the SOP templates

8 MindManager – Creation Tool

9 MindManager – HTML Format

10 Standard Template Breakdown
The SOP Template Breakdown will broadly define the following Categories of the SOP: Customer Overview Account Requirements Operations Billing Instructions Claims Key Contacts Reporting Supporting Documents Glossary

11 Customer Overview Customer Overview
Definition: A brief description of the Business covered, scope of work, and customer KPI’s. Description: The Customer Overview is to provide operations with a comprehensive understanding of the Business covered, company background, Scope of work such areas of import / export, commodities of trade, and Customer Key Performance Indicators (KPI’s), etc.

12 Account Requirements Account Requirements
Definition: A brief understanding of the Customers Supply Chain Requirements. Description: The purpose of the Account Requirements is to provide operations with a comprehensive understanding of the procedures and guidelines for handling international shipments on behalf of the customer in mention. This section may incorporate a short description of the Service Level Agreement.

13 Operations Operations
Definition: The operational activities required to perform the necessary shipment procedures. Description: The Operations process can be broken down into sub-branches for Air / Ocean and Imports / Exports. Further sub- sections can be incorporated such as ‘Transportation’ and ‘Documentation’ procedures and these should explain the necessary steps operations need to perform in order to meet customer shipment expectations.

14 Billing Instructions Billing Instructions
Definition: The Billing activities required to perform the necessary Invoicing procedures. Description: The Billing procedures are intended to highlight the necessary action steps to be taken when ‘Invoicing’ and the raising of ‘Credit Notes’, etc, and any other special instructions to be adhered to when Billing out to this particular customer.

15 Claims Claims Definition: The Claims procedures to be followed in the event of Loss / Fire / Damage, etc. Description: The Claims procedures are intended to advise operations of any Policy procedures that UTi and the Customer may have agreed upon. In the event of Loss / Damage / Fire / Theft, etc., operations are to follow the claims procedures to see who the claims are to be filed against, and the necessary timing thereof.

16 Key Contacts Key Contacts
Definition: The contact details for relevant Customer and UTi (or agent) staff responsible for the account. Description: The Key Contacts are split into sub-sections labelled Customer Contacts / UTi Contacts / Buying Agents, etc. This is to help operations understand who to contact in the event of a query, or discrepency, on documentation, transport, IT, warehouse procedures, etc.

17 Reporting Reporting Definition: Any Reports, or Reporting Requirements, which the customer may expect UTi to fulfil. Description: The Reporting section would detail types of reports UTi have enabled (as a by-product of the transportation and IT processes). This would help the customer in managing their entire Supply Chain, & could take the form of eMpower or automated reports, or EDI (Electronic Data Interchange) for the receipt and transmission of Purchase Orders.

18 Supporting Documents Supporting Documents
Definition: This is any relevant documentation necessary for the shipment procedures. Description: The Supporting Documentation section can be a useful tool for highlighting any other relevant documentation necessary for the shipment procedures. The SOP can also include copies of Pre-alert forms, Supplier Invoices, Bills of Ladings, etc. This can be useful for illustrating and allowing operations to view Cust. Ref numbers, for example.

19 Glossary Glossary Definition: An appendix of unfamiliar terms and expressions which are perhaps used in the customer SOP. Description: The Glossary can be a useful ‘tail’ section to describe certain terms and expressions that are perhaps unfamiliar to the operations staff, e.g. IncoTerms, warehousing terms, foreign landside expressions, etc.

20 Process Tasks Process Trigger – action that initiates the process.
Now that you have a better idea of the ‘Standard Template Breakdown’, I.e. the structure of the SOP and what each section entails, it is also necessary to advise best practice methods for the layout of the different sections. European practice has identified key ‘Process Tasks’ which enable operations to fully understand the processes and process owners. These can be listed as follows: Process Owner – responsible group / organization. Process Trigger – action that initiates the process. Process Objective – description of action that initiates the process. Process Input – information needed for process completion. Process Output – output related to input.

21 Process Tasks - Exercise
The following indicates a typical form of verbiage one might expect to come across in SOP’s. This can easily be translated into ‘Process Owners’ and ‘Process Triggers’, etc. By following this methodology, it is easier for operations to follow and understand since the ‘Task Process’ becomes more structural and concise.

22 Process Tasks - Exercise
By categorising into the ‘Process Tasks’ the verbiage can be minimized in content, and simplified so as to be easily identifiable & understood by operations staff. The ‘Copy & Paste’ method can now be used to translate this verbiage from the MS Word doc into the MindManager template. Pls see next slide ……

23 Process Tasks - Exercise
Click on the Sub-Branch to which you wish to add the ‘Process Tasks’ to. Using the ‘Copy & Paste’ method, insert the verbiage from the MS Word doc into the MindManager template. Alternatively, if creating a new SOP, you can simply type the verbiage in this field automatically. Pls see next slide ……

24 Process Tasks - Exercise
When Exported into an HTML (Web) environment, and ultimately posted onto ‘Inzalo’, the ‘Process Tasks’ are now more easily identifiable for operations staff to understand i.t.o. process ownership and responsibilities.

25 Creation Timeline

26 SOP Creation & Deployment Process Map
Approval Process SOP Creation & Deployment Process Map A Complete SOP Creation and send to Reg’l Manag’t Identify Reg’l Operations Manag’t Identify Reg’l Sales Manag’t Develop Implementation Instr. Send SOP to Global IT for posting SOP Author G o L i v e Sign Off that SOP Is Approved ? Regional Manag’t Yes No Contact Global IT for SOP Approval and Posting on Inzalo Global IT End A No Contact Reg’l Ops Mang’t for SOP Approval Yes Operations A No Contact Reg’l Sales Mang’t for SOP Approval Yes Sales Implementation Team Distribute SOP to Implementation Team and all LocalBranches Train Local Branches on SOP Material Regional Training & Support

27 Approval Process SOP Author – aka the SOP Creator, once complete with the creation / translation of the SOP, must submit a proof copy to his/her regional management for sign-off that the SOP is true and correct. Regional Management – must proof read and sign-off approval of the SOP. Should then confirm with Author at soonest opportunity so that the approval process is not delayed. Operations Management - must proof read and sign-off approval of the SOP. Should then confirm with Author at soonest opportunity so that the approval process is not delayed. Regional Sales - must proof read and sign-off approval of the SOP. Should then confirm with Author at soonest opportunity so that the approval process is not delayed. Global IT – must verify and sign-off that the SOP is in accordance with the rules set for posting onto ‘Inzalo’. SOP Poster – the SOP Author then needs to hand the SOP to the Poster who will then be responsible for posting the SOP onto ‘Inzalo’. Implementation Team – must ensure relevant branches responsible for the ops requirements know how / where to access the SOP; ensure correct implementation of the SOP with the branches; hand over to regional training & support to train the relevant ops people on how to use the SOP.

28 Update Requirements

29 Ownership Requirements
Creator Poster Trainer Project Manager Project Sponsor Know how to use the MindManager tool Be familiar with Standard Template Breakdown and update requirement Be familiar with Creation Timeline Know the difference between SLA vs. SOP Understand SOP Approval process Responsible for creating new / translating existing SOP’s into MindManager template Know how to use the MindManager tool Be familiar with Standard Template Breakdown and update requirement Understand SOP Approval process Responsible for posting new SOP’s onto ‘Inzalo’ Responsible for updating & changing existing SOP’s on ‘Inzalo’ Should have sound systems knowledge and be able to work with regional and global staff on approval of SOP documents. Know how to use the MindManager tool Be familiar with Standard Template Breakdown and update requirement Understand SOP Approval process Responsible for training and perpetuation of the tools as new employees are hired or added to the pool of SOP Creators, Users, Owners and Posters Maintain the Trainer’s training kit, as populated by the field Preparing project plans Establishing a strong team Motivating team Defining roles & setting objectives for team members Schedule control points and milestones Monitoring progress of work against plans Keeping the sponsor appropriately informed at all times Preparing progress reports Agree with the project definition Review initial plans Agree with the escalation procedure Conduct regular reviews of the progress throughout the implementation phase Break down barriers Ensure that time of team members is freed up to participate This is a great slide!!! You should add that one person may have multiple roles.

30 Ownership Requirements
Creator Poster Trainer Project Manager Project Sponsor Preparing project plans Establishing a strong team Motivating team Defining roles & setting objectives for team members Schedule control points and milestones Monitoring progress of work against plans Keeping the sponsor appropriately informed at all times Preparing progress reports Agree with the project definition Review initial plans Agree with the escalation procedure Conduct regular reviews of the progress throughout the implementation phase Break down barriers Ensure that time of team members is freed up to participate It may also happen that one person could perform multiple roles, I.e. s/he could be a Creator, Poster and a Trainer. This is a great slide!!! You should add that one person may have multiple roles.

31 MindManager – Quick Tutorial ?

32 MindManager – Create a New Map

33 MindManager – Map Title

34 MindManager – Map Title

35 MindManager – Map Title

36 MindManager – Create a Main Branch

37 MindManager – Create a Main Branch

38 MindManager – Insert a Sub-Branch

39 MindManager – Insert a Sub-Branch

40 MindManager – Insert a Main Branch

41 MindManager – Fit to Screen

42 MindManager – Fit to Screen

43 MindManager – Summary

44 MindManager – Rearranging Branches

45 MindManager – Rearranging Branches

46 MindManager – Rearranging Branches

47 MindManager – Rearranging Branches

48 MindManager – Top Sub-Branch

49 MindManager – Rearranging Branches

50 MindManager – Listing products in order

51 MindManager – Listing products in order

52 MindManager – Team Sub-Branch

53 MindManager – Team Sub-Branch

54 MindManager – Team Sub-Branch

55 MindManager

56 MindManager

57 MindManager

58 MindManager

59 MindManager – Summary

60 MindManager – Populating Data
Click on the Show / Hide Notes Window icon.

61 MindManager – Populating Data
Click on the Branch you wish to add data against. Either type out the information in this field, or Use the ‘Copy & Paste’ option from an existing electronic document, e.g. MS Word, if translating an SOP.

62 MindManager – Using Screen Images
Click on the Branch you wish to add a screen image against. Use the ‘Copy & Paste’ option from an existing electronic document, e.g. MS Word, if wanting to capture a screen image against, within the process steps.

63 MindManager – Getting ready to create your web page
With MindManager, you can create a web page in seconds. To do this: Create a map using the UTi template Add Branches and Text Notes Create a folder for the SOP in Windows Explorer. Now you are ready to create your web page. ©2002 Mindjet LLC All rights reserved. MindManager is a trademark of Mindjet LLC. All trademarks are property of their respective owners.

64 MindManager – Change Author Name and Author Email Address
Click on ‘File’ in Main menu. Click on ‘Document Properties’ in File menu.

65 MindManager – Change Author Name and Author Email Address
Enter the correct ‘Author Name’ Enter the correct “Author address” . Click OK to accept the changes.

66 MindManager – Exporting to HTML
Select the style as “UTi”. Select the layout as “Java Outline”. Select your folder that you created for this SOP Click on “OK” to accept your changes.

67 MindManager – Exporting to HTML

68 Windows Explorer - Creating your ZIP file
Close MindManager. Open Windows Explorer. Find your directory and SOP folder that you created.

69 Windows Explorer - Creating your ZIP file
Click on ‘Edit’ in Main menu and click on “Select All”. Note there are 3 folders and 4 files. All folders and files are now selected. Right mouse click.

70 Windows Explorer - Creating your ZIP file
Click on ‘Edit’ in Main menu and click on “Select All”. Note there are 3 folders and 4 files. All folders and files are now selected. Right mouse click.

71 Windows Explorer - Creating your ZIP file
Enter a filename with ” .Zip” extension. Click on “ADD”. You have now created your zip file.

72 Windows Explorer – Displaying your Winzip files.
Ensure that your “index.html” file is created. Ensure that your “index.html” file has a blank path.

73 Sucessfully created your SOP
Now that you have successfully created an SOP using the MindManager software from MindJet, and you have exported the file into an HTML (Web) format, and zipped the file in Winzip file, this zipped file to your poster who will review your SOPand post it to Inzalo. Congratulations !

74 Looking Forward To Your Feedback
Thank You Looking Forward To Your Feedback


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