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At the heart of a systems-driven business is your company’s operating guide. The operational guide is the authoritative guidebook of how things are done in your business. It gives you an effective way of communicating policy and procedures, and gives your employees the independence and security they need to operate in their jobs for maximum results. If you’re like most of us, you probably have a folder filed away at home that’s full of all the guides for the various electronic devices in your household. When you need to know how to work your microwave or your television breaks, the first place you go for help is that folder. In your business, your operational guide acts in the same way. It serves as the single-point reference for all important company information. And when used properly, it’s not just a place to go to look for “fixes,” rather it’s the first thing employees familiarize themselves with so they know how things work, right from the start.
Think of an employee who plays a crucial role in your company. What would happen if that employee quit without providing notice? Key individuals can be found in any company, but it is vital that you not become dependent on a particular person to operate your business. Not only does an operational guide save you from relying too much on individual employees, it also serves to guide and reinforce the training of new employees and allows for the self-taught, cross training of existing employees. What’s more, if you are considering selling your business, an operational guide can reinforce--or even increase--your asking price, as it will foster a smooth transition to new management. A procedures guide for your company protects you from trusting too much in particular employees to operate your business, serves as a guide for new trainees, and provides an emergency recovery plan. An operating guide is a comprehensive documentation of how your company functions. If written correctly, it should guide someone unfamiliar with your company through the day-to-day procedures for operating your business. This should not be confused with an employee handbook, a much smaller document addressing conditions of employment, corporate culture and acceptable behavior policies.
Most likely when you were first starting your business, everyone was telling you that a written business plan is a must. You need to get your vision, your plan and financials on paper so you (and your bank) can see that you have thought things through and have a clear plan of how your business will make money. Once your business is actually up and running, how many times do you think you will refer back to your business plan? If you are like most people, the answer is somewhere between rarely to never. A business plan is just that, a plan for your business. It’s an overview of what your business is about and how it will make money. It’s your vision of how you see your business now and in the future. While this is very important, you also need a written plan on how you will run your business, day in and day out. This is where a written operational guide becomes so important. An operating guide is something different for every business. For some it may be a 1000 page, phone book sized manual, detailing every little detail of the business in a step by step guide. For others, it may simply be a series of checklists that are stored in a binder or as an online document. The only requirement is that you have some sort of written plan that you and your employees can reference when they need to know something. While many operating guides will be chock full of details such as the company’s mission statement, values, organizational charts and sections for each key component of a business, you do not need all of that. At least not when you are just starting out. This is the misconception that many people face when it comes to writing an operational plan for their business, it does not have to be large and comprehensive, it just needs to be useful. An employee operational guide is especially handy when training new employees, reviewing processes for improvement, revising job descriptions or replacing employees due to illness or turnover. For many organizations, writing an employee operating guide would take several days, if not weeks, to complete because of the number of people involved in the process and the amount of operations to include in the guide. An operational guide differs from an employee handbook. An employee handbook focuses on workplace policies and guidelines while the focus of an employee operating guides is work processes for job groups or departments.
Thinking what is operational manuals? Thinking how to write procedures manuals, operational procedures manuals & other manuals? Worried on how to write a manuals of operations? Require a specific operations manuals format? Be least worried on ‘how to write operating manuals’ when our writing company is there to help you with any operations manuals table of contents, operating manuals format or operating instructions format. Why do you need an operational guide? There are lots of reasons for having a written operational plan for you business, the ones I feel are most important are: 1) Create a standard for your business. For the most part, customers would prefer consistency from a business over random and inconsistent acts of awesomeness when it comes to customer service. If the owner gives a customer one experience but your employees give that same customer (usually not as good) another experience, it will confuse and diminish the quality of the business in the eyes of that customer. A written plan will make sure everyone knows what expectations you have set for your business and employees. 2) Better trained employees. If you are like most small business owners, you probably walk new employees through every step personally, explaining what needs to be done and what you expect from them. Do you do the same exact thing for every employee that you hire? Probably not. What will happen if your manager needed to start training new hires? Would the training be the same? A written training plan will ensure that all new hires are given the same information to help create consistency among all of your employees. It will also allow you to delegate some training responsibilities to other employees without diminishing the impact of that training. 3) Easier to scale your business. To take a quote from Michael Gerber in The E-Myth Revisited, “How is it that McDonald’s can deliver on it’s customer promise in every one of it’s 20K plus restaurants, each and every day, when a small business owner can’t do it with a single location?” You can say a lot of things about McDonald’s but the one thing you can’t say is that they are inconsistent. When operating multiple locations, or even franchising your concept, it’s impossible to deliver on your brand promise without a comprehensive operational plan in place. 4) Make your business more valuable. One day, for various reasons, you may need to sell your business. Telling a prospective buyer “This is the way I do it” and “This is what I tell my employees” is much less valuable in the eyes of a prospective buyer than “Here is the way we operate our business”. Nobody is going to want to buy the ideas in your head, they want something tangible, proof that your business is an actual business, not you running around telling everyone what to do. An operating guide will be proof that there is an actual business going on here, something that can run with or without the owner present. Now that is valuable.
Every operational guide is different, so there's no exact formula to follow. You'll want to create one that essentially maps out exactly how things get done in your specific business. Start with your company's mission statement, the products and services it offers, and any goals or values about your business that you may wish to communicate to others. Include an organizational chart and job descriptions. After that, you may want to break instructions down into distinct areas, including: How-to procedures, such as how to open and close your office, store, warehouse or other physical locations; Phone numbers, e-mail addresses and other ways to reach clients, vendors, suppliers, insurance companies, the security company and other important contacts; Business-related policies, such as whether you issue refunds or accept payment by credit card. The operational guides, essentially, is a tool kit for replicating your knowledge of your business and what you do on any given day. As your business grows, you may wish to have separate guides for different departments or divisions. You might also develop a basic version for entry-level employees and a more detailed version (with sensitive information on finances, for example) for senior managers. It would be easiest to break business down into five categories— organization, marketing/sales, people, technology and capital— and advises other entrepreneurs to come up with categories that make sense for their businesses. "Think up everything you do on a daily basis, and try to put them into one of these categories. Here's how we write an operating guides for business owners: 1) Organization. Write out all that's involved in daily operations. Outline who's in charge of opening the business for the day and exactly how they should go about doing that. Provide specific instructions: park in the back, enter through the side entrance, unlock the door, disarm the security system, turn on all the lights, unlock all the doors and change the sign to Open. You'll also want to write down how to answer the phone, how to greet a customer, how to handle an angry client and any other related matters. 2) Marketing/sales. You'll want to keep track of basic information, such as where your business cards, brochures, direct mail pieces and other promotional materials are printed, and how often. You'll want to describe how leads are generated, how they are followed up, how your company handles customer service, and anything else that has to do with generating new and repeat business. 3) People. You'll want to write down all your staff positions, plus the job descriptions. For your current staff, record details of when (and how) each employee began or ended employment. Include a copy of your employee handbook, which covers everything from how employees should dress to how they earn bonuses and vacations. 4) Technology. Outline all the machines, computers, software and equipment that you use to keep your business up and running. Discuss how your various pieces of technology operate, what they do, how they are maintained, who needs to use them and how employees are trained to use them. 5) Capital. Include company's financial statements and an explanation of how budget is made and evaluated. Cover numerous details related to your company's financing operations, such as whether you have or are seeking loans, what to do with profits, how you set fees or prices for your goods or services, how you handle payroll and any details of your lease, if applicable.
Let us give you some more understanding of the various other steps in making operating guides: Step 1: Determine the purpose of your company’s employee operational guides. Some companies prepare one guide for the entire organization while others construct an employee operating guides for each department. If your company has several departments and a large employee base, a department-specific guide is a better choice. On the other hand, if you have a small company where employees often work cross-functionally assuming the duties of employees in various areas of the company, a company-wide operational guide is probably more helpful. Step 2: Obtain a list of job titles and positions. Identify employees in each job who can give input during the drafting stage. Assemble the job descriptions for each position and sort them according to job function and then by department. For example, sort out all of the administrative support job descriptions and then sort them by department, such as administrative assistants for sales, purchasing and executive departments. Step 3: Review each job description, selecting the essential functions of the job. Highlight the primary tasks and describe the processes used to perform each task, including all of the resources necessary for each job task. An example of an administrative assistant process for the executive department would include the positions the incumbent supports, such as the chief executive officer, chief operating officer and chief financial officer. The resources necessary include access to confidential file materials, financial data and investor relations materials. The details for executive-level processes may only need to be included in copies of guides for employees in that department due to the confidential nature of executive-level operations. Step 4: Schedule individual meetings with an employee in each position for which you are drafting an operating guide page. Avoid simply reiterating the list of tasks contained in employees’ job descriptions and concentrate instead on how to perform the job tasks. For instance, if you are writing an employee operational guides for the human resources department, obtain input from employees who perform tasks related to recruitment and selection, employee relations, and compensation and benefits. Detail how to process new employees, which employees are involved in processing new employees, and the materials and documentation required for new employees, such as background investigation forms, drug test information, uniforms, identification badges, keys and login information for computer equipment. Step 5: Dedicate a section of the employee operating guides to department functions and the different types of interdepartmental functions. Explain departmental processes, such as human resources, sales, shipping, accounting and other sections of the company, as well as interdepartmental functions, such as the process for terminating an employee. The hiring manager for that department should contact human resources to ensure that the employee’s personnel file is available for review. The hiring manager and a human resources staff person must discuss the reason for suspension or termination and schedule a termination meeting with the employee upon making a final determination to suspend or terminate. Step 6: Use your discretion and independent judgment when writing and distributing an employee operational guides. While managers and supervisors should generally know the processes for their assigned departments, you may want to produce another version of the operating guides for front-line employees whose job functions don’t require that they have the same type of information available to supervisors and managers. The information provided in the above paragraphs in this section is a general guideline or information and would vary from one company to another. You can get all the required details and contact us with writing the operating guide.
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