1. Process and Procedure Documentation

2. Agenda Why document processes and procedures? What is process and procedure documentation? Who creates and uses this information? When should it be written and updated? How are processes and procedures documented?

3. WHY?

4. WHY? Governance/Minimize Risk Compliance Communication Continuity/Repeatability Education Process Improvement

5. WHAT? DocumentObjectives Process FlowsProcess flows include activities, decision points, interrelationships, and systems and are used to analyze the process in terms of efficiency, effectiveness, and compliance. Narrative Process Documentation Process overview documents assist in the above analysis as well as communicate purpose, objectives, steps, and outcomes. Procedural Documentation Step-by-step procedures ensure business continuity, clarity, and compliance as well as providing a training tool. Policy Defining document for what, why, how, and who is approving/issuing.

6. WHO?

7. WHO Participates in Creating this Documentation? EVERYONE involved in the process or procedure – Managers – Team Leads – Staff doing the work or impacted by the work – Include ALL departments and divisions impacted – Consultants may assist

8. WHO Uses this Documentation? EVERYONE! – Management – Customers – Staff Employees – Legislators – Regulators – Auditors – Partners/Consultants

9. WHEN?

10. WHEN? New Process or Procedure During implementation, all documentation is created and tested by all impacted departments. Change to an Existing Process or Procedure During implementation, all documentation is reviewed, updated, and tested by all impacted departments. Periodic Review Annually, review all documentation to ensure it is accurate. Use as part of continuous process improvement cycle to evaluate need for change (in conjunction with benchmarking).

11. HOW?

13. Summary Why – What – Who – When – How KEY ELEMENTS OF SUCCESS: – Supported priority of management – Objective is to gain value from the documentation process – Set realistic expectations

14. NEXT STEPS? Create an Action Plan! – Determine staff responsibilities and training needs – Create work teams – Define and prioritize processes – Inventory existing documentation – Involve all appropriate departments – Draft documentation – Review and finalize documentation – Establish annual review process – Establish and monitor measures