I like writing policies and procedures and I am very aware that this is not most peoples idea of a good time. I think that the reason I enjoy writing them is the same reason that they are an important for any business: creating order, accountability and sustainability.
In this Meith Minute we will discuss why written procedures are so integral to business success. In future Meith Minute articles, we will dive more into the how of written procedures.
Let’s start with what should be a written procedure. The answer from me will always be: any process or task that has multiple steps to complete. But why do you need written procedures? From a legal standpoint, a written procedure allows you to hold employees accountable to complete the process or task safely, correctly, and with little variation. From an employees standpoint, it reflects an expectation of professionalism, accountability, and reliability. From a customers standpoint, it shows that your business values consistency, and relays a feeling of continued customer benefits.
How would you use written procedures to hold employees accountable? If you want to objectively issue a verbal or written warning you would need to identify what exactly the employee did that was wrong. How do you identify wrong? Do you have clear, up-to-date, and consistently enforced instructions, and were they followed? It can and should be that simple.
For safety reasons, written procedures help to ensure tasks are completed in a manner that minimizes the likelihood of injury or illness. This reduces time and expense in managing Workers’ Compensation claims and insurance costs. In the event that an injury or illness did occur, if the written procedure was not followed then you would have grounds for disciplinary action and in some cases and states, the employees failure to follow written procedures could reduce compensation for the injury or illness itself.
Written procedures also help you provide a positive work environment and create a space for employees to excel. When employees have clear instructions and expectations, they have an increased likelihood of completing those processes properly. By having a way to discipline employees (and actually doing so) shows the employees that are taking the time to do it right, that they are not wasting their time and the work being done is observed. It also helps you cross train staff and bring new employees on board quickly.
Your customers will benefit from your written procedures as well. When you utilize written procedures, you are setting a standard to be followed. This standard becomes the consistency that your customers appreciate and a reason that they will be returning customers.
But I do want to interject. If you wrote procedures and then forgot about them, they are not doing you any good. All those benefits listed above are deteriorating at a rapid pace. If no one uses the outdated procedures, then you have very little solid ground to stand on. Your disciplinary actions no longer have credibility. You could face increased legal action and liability for safety issues. You could lose good employees who are tired of treading water due to lack of order and accountability. Customers will stop being patrons of a company who cannot consistently provide a product.
Written procedures must be reviewed and updated regularly. How often is regularly? At least annually. Take time to go through the steps to see if anything has changed. Update any process or safety improvements. Take this time to review interpretations and terminology. Add the date that it was reviewed on the procedure to show it is current. This doesn’t mean rewrite them every year, but review for accuracy.
There are many reasons to have written procedures, but there is one more reason to add: piece of mind.