Presentation on theme: "Enterprise SOP Project Creator Training Material"— Presentation transcript:
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 RegionOwnersPhase ISOP CompletionEnableTranslationsDefine Goals &ScopeLayoutsFormatsService Level AgreementsDevelopPilot TemplateDevelop MediumDevelop TemplateDevelop SystemDemoTranslate PilotCustomersSelect CustomersTrainingUsageCreationMaintenanceNominate Next CustomersFor TranslationLarge CustomersStrategic CustomersPotential CustomersWar Room ProcessDevelop ControlSystemTrack ProgressConsistent ProductContinuous ImprovementProduct SupportConsistencyPosting MonitorsImplementation RecommendationEstablish TeamsMonitor ProgressGlobal SOPToolImplementationRecommendationThere is a ton of information on this slide. I recommend that you trim it down to a few key elements
6 SLA versus SOP Service Level Agreement SLA Service Expectations KPI’s TermsRatesRelationship OverviewEtc.What we agree to doStandard Operating ProcedureSOPProcess DescriptionProcess MapsDetailed ProceduresCommunicationKPI’sRatesEtc.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 pagesCreate Word outputsCurrent 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
10 Standard Template Breakdown The SOP Template Breakdown will broadly define the following Categories of the SOP:Customer OverviewAccount RequirementsOperationsBilling InstructionsClaimsKey ContactsReportingSupporting DocumentsGlossary
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 ClaimsClaimsDefinition: 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 ReportingReportingDefinition: 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 GlossaryGlossaryDefinition: 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.
26 SOP Creation & Deployment Process Map Approval ProcessSOP Creation & Deployment Process MapAComplete SOPCreation and sendto Reg’l Manag’tIdentify Reg’lOperationsManag’tIdentify Reg’lSalesManag’tDevelopImplementation Instr.Send SOP to GlobalIT for postingSOPAuthorG o L i v eSign Offthat SOP IsApproved ?RegionalManag’tYesNoContact GlobalIT for SOPApproval andPosting on InzaloGlobal ITEndANoContact Reg’lOps Mang’t forSOP ApprovalYesOperationsANoContact Reg’lSales Mang’t forSOP ApprovalYesSalesImplementationTeamDistribute SOPto ImplementationTeam and allLocalBranchesTrain LocalBranches onSOP MaterialRegional Training& Support
27 Approval ProcessSOP 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.
29 Ownership Requirements CreatorPosterTrainerProjectManagerProjectSponsorKnow how to use the MindManager toolBe familiar with Standard Template Breakdown and update requirementBe familiar with Creation TimelineKnow the difference between SLA vs. SOPUnderstand SOP Approval processResponsible for creating new / translating existing SOP’s into MindManager templateKnow how to use the MindManager toolBe familiar with Standard Template Breakdown and update requirementUnderstand SOP Approval processResponsible 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 toolBe familiar with Standard Template Breakdown and update requirementUnderstand SOP Approval processResponsible for training and perpetuation of the tools as new employees are hired or added to the pool of SOP Creators, Users, Owners and PostersMaintain the Trainer’s training kit, as populated by the fieldPreparing project plansEstablishing a strong teamMotivating teamDefining roles & setting objectives for team membersSchedule control points and milestonesMonitoring progress of work against plansKeeping the sponsor appropriately informed at all timesPreparing progress reportsAgree with the project definitionReview initial plansAgree with the escalation procedureConduct regular reviews of the progress throughout the implementation phaseBreak down barriersEnsure that time of team members is freed up to participateThis is a great slide!!! You should add that one person may have multiple roles.
30 Ownership Requirements CreatorPosterTrainerProjectManagerProjectSponsorPreparing project plansEstablishing a strong teamMotivating teamDefining roles & setting objectives for team membersSchedule control points and milestonesMonitoring progress of work against plansKeeping the sponsor appropriately informed at all timesPreparing progress reportsAgree with the project definitionReview initial plansAgree with the escalation procedureConduct regular reviews of the progress throughout the implementation phaseBreak down barriersEnsure that time of team members is freed up to participateIt 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.
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, orUse 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.
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 YouLooking Forward To Your Feedback