Write Company Policies & Procedures
Writing company policies and procedures is an entire career. Company policies must be clear, measurable, and enforceable. Following these steps will help you in writing any company policies and procedures.
Instructions
1. DEFINITIONS
Policy: Rules to which the company and its employees must adhere, whether governed by law or by the company's mission statement.
Procedure: Instruction manual for employees on accomplish company procedures.
Stakeholder: Any individual, group, or organization inside or outside the company who can affect, or be affected by, the project. In this case, the project is the company's policies and procedures.
2. POLICY & PROCEDURE COMPONENTS
Title: Name the policy in a meaningful way. Remember that the company will have many policies. Each title needs to clearly define to the reader what the policy addresses.
Example: Customer Complaints - Documenting vs. Who to Tell When a Customer Complains About Something
Effective Date: Usually the month and year the policy takes effect is sufficient. If it's critical, also enter the day.
Example: May 2009
Last Updated: Only applies if this is an update to an existing policy.
Example: July 2009
Policy Scope: A generic statement including to whom the policy applies.
Example: This policy applies to all employees with customer contact.
Reason for Policy: Self explanatory.
Example: This policy is required in order to standardize documentation of customer complaints and to ensure proper resolution.
Policy Content: Give specifics of the policy. This includes what needs to be done, not accomplish it.
Example: Each customer complaint, whether verbal or written, shall be brought to the attention of the Quality Customer Service Department (QCSD).
Procedure: Give specific instructions on how the policy is to be carried out or accomplished.
Example: For each verbal complaint, the employee receiving the complaint will complete Form VC-1 (see Appendix A to this policy). Once completed, signed, and dated by the receiving employee, Form VC-1 will be provided to the employee's direct manager, with a copy to the QCSD. For each written complaint, the employee receiving the complaint will complete Form WC-1 (see Appendix B to this policy). Once completed, signed, and dated by the receiving employee, Form WC-1 will be provided to the employee's direct manager. The manager will add comments and actions taken, sign, date and forward the form, along with a copy of the customer letter, to the QCSD.
APPENDICES
Attach or link any forms to which the Policy & Procedure refers.
ADDITIONAL INFORMATION
Written By: Individual responsible for writing Policy & Procedure.
Approved By: Names of Stakeholders
Policy Owner: Individual responsible for content of Policy & Procedure.
Policy Contact: Include name, telephone number, and email address of department that is the primary contact for questions and assistance.
3. COMMUNICATION, TRAINING, and REFERENCE
After the Policy & Procedure is written, you will need to communicate it to those affected, train on any procedures, and store the P&P so it can be easily referenced for use.
