procedures can be the foundation of safe, effective operations
procedures can drive operations. (sample
procedure). They are critical to mandated safety programs. They
are critical to capturing enterprise knowledge.
development can also be a burden
The produce of too many procedures initiatives sit in big binders
on shelves and are rarely used. And the reason is simple: The procedures
do not serve the user. If they did, workers would be demanding them.
are often written to provide compliance with mandated programs,
typically a safety or quality programs. As a result, content is
often focused on objectives other than performance. The resulting
procedures may be encyclopedic
and make it difficult to find “what I’m supposed to
do.” Or they may be so sketchy that operators find them of
little help and ignore them.
Effective procedures are designed to guide performance. They provide
critical information users need, in a style and format that make
it easy to use.
procedures are efficient. Effective procedures are usable. They
are readable and relevant. They are accurate. They are available
on demand and in a convenient format.
important to remember the user
Development methods that remember the user and involve the user
are the most effective. They are also the most efficient.
processes that mobilize and enable the end users provide many benefits.
User-developed procedures are more useful and relevant because users
are writing down what they need to know. Users are most likely to
know the tips and tricks that make work simpler.
procedures distribute the work load for rapid development
Effective programs are efficient and produce usable procedures.
Effective programs are comprehensive. They consider the full range
of work and the conditions of performance. They provide directing
procedures for every critical task. They provide a simple means
for user input and procedures update. They also link procedures
to other performance support information, including training. For
information about identifying critical tasks, see Task
Analysis Software, Work
Analysis and Strategic
techniques and software to mobilize the user
Daniel Follette, Inc. has built a suite of tools to enable non-professionals
to develop and manage procedures. Software
that guides step-by-step authoring is a key. Breaking the process
into simple steps eliminates the “where to begin” anxiety
most face with a blank sheet of paper of word processing template.
software also eliminates the need for formatting that sometimes
has been as time-consuming as developing procedure content.