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Process Process DocumentationDocumentation

Dr.Zubeeda QuraishyDr.Zubeeda QuraishyDept of InformaticsDept of InformaticsUniversity of Oslo, University of Oslo,

NorwayNorway

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Process DocumentationProcess Documentation

• This session provides a practical This session provides a practical approach to managing and approach to managing and preparing the documentation preparing the documentation necessary for implementing any necessary for implementing any systemsystem

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What is Process What is Process Documentation?Documentation?

• The term was first used in 1978 to refer The term was first used in 1978 to refer to a pilot project in Phillippines. to a pilot project in Phillippines.

• In this project full time social scientists In this project full time social scientists stayed in project villages and made stayed in project villages and made detailed observations and documented detailed observations and documented the process of user group (farmers’) the process of user group (farmers’) formation and functioning formation and functioning

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Basic Objective of Process Basic Objective of Process DocumentationDocumentation

• To learn from implementation To learn from implementation experience and in the light of this experience and in the light of this modify the strategy and ultimately, modify the strategy and ultimately, policy(Mosse,1998)policy(Mosse,1998)

• (Ref:Mosse, David,1998,’Process documentation research and (Ref:Mosse, David,1998,’Process documentation research and process monitoring”, in David Mosse, John Fennigton and Alan process monitoring”, in David Mosse, John Fennigton and Alan Rew (Eds) Development as Process: Concepts and Methods for Rew (Eds) Development as Process: Concepts and Methods for working with Complexity, London: Routledge, pp 31-53).working with Complexity, London: Routledge, pp 31-53).

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Process Documentation Process Documentation ResearchResearch

• Process Documentation Research done in several Process Documentation Research done in several countries and different context shows that it is countries and different context shows that it is used more in developing greater capacities for used more in developing greater capacities for managing local resources.managing local resources.

• In fact PDR is not considered a monitoring device In fact PDR is not considered a monitoring device alone, but rather as a means to develop local alone, but rather as a means to develop local community’s capability to plan and build community’s capability to plan and build institutions to solve the local problems in institutions to solve the local problems in areas/sectors where programme expansions are areas/sectors where programme expansions are planned.planned.

• Among the different mechanisms used PD is the Among the different mechanisms used PD is the most intensive among them.most intensive among them.

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Process Definition and Process Definition and ImplementationImplementation

• Organization Processes should aim to deliver the Organization Processes should aim to deliver the objectives of the organization.objectives of the organization.

• Process Definition initiation starts with Process Definition initiation starts with understanding the objectives of the organization, understanding the objectives of the organization, mapping the existing processes and then mapping the existing processes and then working towards closing the gaps that may exist.working towards closing the gaps that may exist.

• For ex, need for a situation analysis before For ex, need for a situation analysis before implementing any systems development or doing implementing any systems development or doing action research (FHIMS in Andhra Pradesh) action research (FHIMS in Andhra Pradesh)

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Process ImplementationProcess Implementation

• A jointly approved Action Plan is A jointly approved Action Plan is defined with Priorities, Considerations defined with Priorities, Considerations and Constraints pertaining to the and Constraints pertaining to the organization. organization.

• Processes are designed to meet the Processes are designed to meet the organization's Objectives. Automation organization's Objectives. Automation tools are incorporated into the tools are incorporated into the processes wherever appropriate. processes wherever appropriate.

• Process Training and facilitation form Process Training and facilitation form a part of the mandate.a part of the mandate.

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Process ImplementationProcess Implementation

• The Process Implementation follows with The Process Implementation follows with detailed process design, pilot detailed process design, pilot implementation, refinement and implementation, refinement and stabilization. stabilization.

• Typically, association with the collaborators Typically, association with the collaborators would continue for a period such that all would continue for a period such that all teams have institutionalized their processes.teams have institutionalized their processes.

• The Internal Quality Assessment and The Internal Quality Assessment and evaluation by external agencies can evaluation by external agencies can continue subsequently.continue subsequently.

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Why Process Why Process Documentation?Documentation?

• Most of the process-oriented Most of the process-oriented methodologies are meant to record methodologies are meant to record programmes as they occur and feed the programmes as they occur and feed the information back to managers, other information back to managers, other researchers, policy makers to help them researchers, policy makers to help them in understanding the working of the in understanding the working of the project betterproject better..

• However there are several other However there are several other purposes, equally important, for which purposes, equally important, for which processes are sought and they are…processes are sought and they are…

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Need for Process Need for Process InformationInformation

• Used by agencies undertaking new Used by agencies undertaking new and complex forms as part of and complex forms as part of expansion of programmes, which need expansion of programmes, which need understanding about stakeholder understanding about stakeholder participation.participation.

• Such information is often needed to Such information is often needed to validate and approach the programe validate and approach the programe and consequent policy formation.and consequent policy formation.

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Use of Process Use of Process InformationInformation

• Such information in the context of inter agency Such information in the context of inter agency collaboration(ex. Govt, NGO and Community) can collaboration(ex. Govt, NGO and Community) can help determine the conditions necessary for help determine the conditions necessary for effective collaboration and performance.effective collaboration and performance.

• Process monitoring is used to construct Process monitoring is used to construct institutional ethnography.institutional ethnography.

Process monitoring helps provide a framework for Process monitoring helps provide a framework for negotiating meanings, agreements, and validating negotiating meanings, agreements, and validating approaches and resolving differences between all approaches and resolving differences between all the component units of the programme.the component units of the programme.

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Use of Process Use of Process InformationInformation

• Anyone developing or working Anyone developing or working towards creating any software is towards creating any software is responsible for managing and responsible for managing and maintaining software process maintaining software process and quality system related and quality system related documentation documentation (e.g., process/quality policies, (e.g., process/quality policies, procedures, forms, etc.)procedures, forms, etc.)

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Process Documentation –IT Process Documentation –IT SectorSector

• Among many unappealing Among many unappealing tasks(attending late night calls, tasks(attending late night calls, last minute changes to schedule, last minute changes to schedule, unreasonable customer unreasonable customer requests) of IT professionals one requests) of IT professionals one of them is Process of them is Process Documentation. Documentation.

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Importance of Process Importance of Process DocumentationDocumentation

•An important aspect of any An important aspect of any process is the documentation process is the documentation that accompanies it,(such as that accompanies it,(such as logging trouble calls, logging trouble calls, requesting system changes, requesting system changes, or executing disaster or executing disaster recovery plans). recovery plans).

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Importance of Process Importance of Process DocumentationDocumentation

• Many organisations or IT companies Many organisations or IT companies develop excellent processes but fail develop excellent processes but fail to document them adequately. After to document them adequately. After an initially successful implementation an initially successful implementation of the process, many of these of the process, many of these procedures go unused due to lack of procedures go unused due to lack of documentation, particularly as new documentation, particularly as new staff members who are unfamiliar staff members who are unfamiliar with the process attempt to use it.with the process attempt to use it.

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Why Actively Manage the Why Actively Manage the Processes?Processes?

• Methodical Process Management can Methodical Process Management can identify bottlenecks and inefficiencies identify bottlenecks and inefficiencies that are invisible to the organization—that are invisible to the organization—and it can find room for improvement and it can find room for improvement even in well-refined procedures.even in well-refined procedures.

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Proactively managing the Proactively managing the processes can help processes can help organisation to…organisation to…

• Eliminate flawsEliminate flaws• Reduce the time spent on a specific taskReduce the time spent on a specific task• Decrease costsDecrease costs• Decrease resources associated with any Decrease resources associated with any

tasktask• Improve efficiencyImprove efficiency• Improve overall qualityImprove overall quality• Increase customer and employee Increase customer and employee

satisfactionsatisfaction

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Techniques Techniques

• Very few techniques are available to Very few techniques are available to quantify the quality and value of quantify the quality and value of Process Documentation. Process Documentation.

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Importance of Evaluating Importance of Evaluating the Quality of Process the Quality of Process

DocumentationDocumentation• In IT sectors and in other In IT sectors and in other

organisations where the use of organisations where the use of processes is essentialprocesses is essential

• The purpose of evaluating the The purpose of evaluating the qualityquality of content is important: of content is important:

• a.) to show to what degree the a.) to show to what degree the material is suitable for use.material is suitable for use.

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Importance of Evaluating Importance of Evaluating the Quality of Process the Quality of Process

DocumentationDocumentation• b) to show how important the b) to show how important the

documentation is to the support of documentation is to the support of the process and how important the the process and how important the process is to the support of the process is to the support of the business. business.

• The quality of the content of The quality of the content of documentation is evaluated with 10 documentation is evaluated with 10 common characteristics of usability:common characteristics of usability:

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Characteristics Denoting Characteristics Denoting Quality Attributes of Process Quality Attributes of Process

DocumentationDocumentation

• Ownership.Ownership. This characteristic rates This characteristic rates the degree to which the three key the degree to which the three key ownership roles—process owner, ownership roles—process owner, documentation custodian, and documentation custodian, and technical writer—are clearly technical writer—are clearly identified, understood, and supported. identified, understood, and supported. For some processes, the same For some processes, the same individual may have all three roles. individual may have all three roles.

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(Cont..) (Cont..) Characteristics Characteristics Denoting Quality Attributes of Denoting Quality Attributes of

Process DocumentationProcess Documentation

• ReadabilityReadability :This characteristic :This characteristic rates the clarity and simplicity of the rates the clarity and simplicity of the written documentation .written documentation .

This characteristic especially looks at This characteristic especially looks at how well the level of the material how well the level of the material matches the skill and experience matches the skill and experience level of the audience.level of the audience.

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(Cont) (Cont) Characteristics Characteristics Denoting Quality Attributes of Denoting Quality Attributes of

Process DocumentationProcess Documentation

• Accuracy.Accuracy. This characteristic rates This characteristic rates the technical accuracy of the the technical accuracy of the material.material.

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(Cont..) (Cont..) Characteristics Characteristics Denoting Quality Attributes of Denoting Quality Attributes of

Process DocumentationProcess Documentation

• Format: Format: rates the overall organization rates the overall organization of the material; how easy it is to follow; of the material; how easy it is to follow; how well it keeps a consistent level of how well it keeps a consistent level of technical depth; and to what degree it technical depth; and to what degree it documents and describes an actual documents and describes an actual process rather than merely duplicating process rather than merely duplicating tables, spreadsheets, and metrics.tables, spreadsheets, and metrics.

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(Cont) (Cont) Characteristics Characteristics Denoting Quality Attributes of Denoting Quality Attributes of

Process DocumentationProcess Documentation • Accessibility :Accessibility : rates the ease or rates the ease or

difficulty of accessibility.difficulty of accessibility.• Current status :Current status : rates to what degree rates to what degree

the current version of the documentation the current version of the documentation is up to date and the frequency with is up to date and the frequency with which it's kept current.which it's kept current.

• Ease of update :Ease of update : rates the relative ease rates the relative ease or difficulty with which the or difficulty with which the documentation can be updated, including documentation can be updated, including revision and distribution of new versions.revision and distribution of new versions.

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(Cont) (Cont) Characteristics Characteristics Denoting Quality Attributes of Denoting Quality Attributes of

Process DocumentationProcess Documentation• Effectiveness:Effectiveness: rates the overall usability of rates the overall usability of

the documentation, including the use of the documentation, including the use of appropriate examples, graphics, color appropriate examples, graphics, color coding, use on multiple platforms, and coding, use on multiple platforms, and compliance with existing standards (if compliance with existing standards (if available).available).

• Accountability:Accountability: rates to what degree the rates to what degree the documentation is being read, understood, documentation is being read, understood, and effectively used; all appropriate users and effectively used; all appropriate users are identified and held accountable for are identified and held accountable for proper use of the documentation.proper use of the documentation.

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The value of the documentation to The value of the documentation to the environment for which it was the environment for which it was intended is evaluated using five intended is evaluated using five

common characteristicscommon characteristics

• Criticality of the process:Criticality of the process: Describes how Describes how critical is the process to the success of the critical is the process to the success of the organisation or business of the company.organisation or business of the company.

• Frequency of use: DFrequency of use: Describes how escribes how frequently the documentation is used or frequently the documentation is used or referenced.referenced.

• Number of users:Number of users: Describes the Describes the approximate number of personnel who will approximate number of personnel who will likely want or need to use this likely want or need to use this documentation.documentation.

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The value of the documentation to The value of the documentation to the environment for which it was the environment for which it was intended is evaluated using five intended is evaluated using five

common characteristicscommon characteristics

• Variety of users:Variety of users: This characteristic This characteristic describes the variety of different describes the variety of different functional areas or skill levels of functional areas or skill levels of personnel who will likely use this personnel who will likely use this documentation.documentation.

• Impact of non-use:Impact of non-use: Describes the level Describes the level of adverse impact that's likely to occur if of adverse impact that's likely to occur if the documentation is not used properly.the documentation is not used properly.

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Different Approaches to Different Approaches to Understand ProcessUnderstand Process

• Field-level activitiesField-level activities• MeetingsMeetings• NegotiationsNegotiations• Decision-takenDecision-taken• PlanningPlanning• Implementation of decisionsImplementation of decisions• Resolution of differencesResolution of differences

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Methodology for Methodology for Documenting the ProcessDocumenting the Process

• Use of existing documentary Use of existing documentary materialmaterial

• RecordsRecords• Structured interviewsStructured interviews• Case studiesCase studies• Reconstruction of eventsReconstruction of events

• Field-diaries of project staffField-diaries of project staff

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Methodology for Methodology for Documenting the ProcessDocumenting the Process

• Video-and audio recordingsVideo-and audio recordings• Newspaper clippingsNewspaper clippings• Software developmentSoftware development• Participant observation Participant observation • **None of the above methods are new in **None of the above methods are new in

themselves in the social science themselves in the social science methodology, but what is new is the use methodology, but what is new is the use to which they are put. (Refer PD of HISP to which they are put. (Refer PD of HISP implemented in India) implemented in India)

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In essence In essence ‘Process ‘Process documentation’ documentation’ means and means and

involvesinvolves

• Continuous information gathering over a Continuous information gathering over a period of the programme / project.period of the programme / project.

• Orientation to the present-‘What is Orientation to the present-‘What is happening right now’.happening right now’.

• Monitoring which is action oriented in the Monitoring which is action oriented in the sense that it is directed towards sense that it is directed towards participants who are in a position to read participants who are in a position to read and take immediate action.and take immediate action.

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In essence In essence ‘Process ‘Process documentation’ documentation’ means and means and

involvesinvolves• the monitoring is inductive and open-the monitoring is inductive and open-

ended thus broadening the frame of ended thus broadening the frame of reference. Thus, the process reference. Thus, the process information completely ‘breaks away information completely ‘breaks away from the general image of from the general image of development projects or programmes development projects or programmes as closed, static, predictable and as closed, static, predictable and controllable tech-rational systems ” controllable tech-rational systems ”

(Mosse,1998:11).(Mosse,1998:11).

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Process DocumentationProcess Documentation

• Learn how to design, write and organize Learn how to design, write and organize your documentation to best suit your your documentation to best suit your organisation or workorganisation or work

• various documentation structures and various documentation structures and access medium can be used.access medium can be used.

• How to pay particular attention to How to pay particular attention to managing and controlling the outcome of managing and controlling the outcome of your documentation efforts (the your documentation efforts (the documentation authorities, distribution, documentation authorities, distribution, amendments, identification,...).amendments, identification,...).

• Ideas that evolve from the documentation Ideas that evolve from the documentation and maintaining its alignment with and maintaining its alignment with changing needs should be paid attention.  changing needs should be paid attention. 

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Points to note in Points to note in Developing a Process Developing a Process

DocumenatationDocumenatation• Develop an action plan to manage the Develop an action plan to manage the

creation of a creation of a policy and process policy and process documentation systemdocumentation system that effectively that effectively prescribes action and expedites efforts prescribes action and expedites efforts

• Design a documentation structure Design a documentation structure suited to your business needs and suited to your business needs and organizational size. organizational size.

• Analyze the potential of process Analyze the potential of process documentation verses training material. documentation verses training material.

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Points to note in Points to note in Developing a Process Developing a Process

DocumenatationDocumenatation• Learn various ways to organize and express Learn various ways to organize and express

your organisations goals or company’s your organisations goals or company’s expectations; for example, your company's expectations; for example, your company's quality policy statement quality policy statement (re: ISO 9001)(re: ISO 9001), , operational policies.operational policies.

((The ISO organization was established by European countries as a way to The ISO organization was established by European countries as a way to certify the quality control systems of companies across international certify the quality control systems of companies across international boundariesboundaries))

• Examine the merits of various structures and Examine the merits of various structures and styles to compose/access both policy and styles to compose/access both policy and process documentation (e.g., procedures and process documentation (e.g., procedures and their job aids).their job aids).

• Discover the key criteria to Discover the key criteria to keeping it simplekeeping it simple..