EffectivePolicies and Procedures

LessonObjectives

Motivations / Benefits

Need

Design Strategy

Creation

Institution

Enforcement

Motivation

Small things- lead to -Bigthings

When no Lines are Drawn

Motivation:

What is the problem?

Inconsistency

Low Customer Satisfaction

Downtime

Cost

Rework

Confusion / Frustration / Morale

Inability to grow / climb to next rung

Motivation:

Examples of the need

Sunday Morning Worship Cooling not working

VBS Decorations lead to excessive rework / cost

Newly Built Classroom Cubbies easily broken

Baptistry does not fill, wasting time and water

Gas left on with no pilots lit in kitchen

Motivation:

Imagine

Clarity

Predictability

Confidence in Completed Work

No Customer Complaints

Benefits

Benefits:

Creating

Important communication device

Consistent each time

Documents the why – provides understanding

Posted results from past debate

Agreed starting point for future improvements

Benefits:

Publishing

Review / Share / Revisions

Reduction in future re-work

Make accessible

Accountability

Compliance with some laws

Customer Expectation

Benefits:

Enforcing / Improving

Customer Satisfaction

Equipment Life / Reduced Cost

Employee Productivity

Business Continuity

Foundation for Future Improvement

Need

Need when process is:

Lengthy

Complex

Routine, but Critical

Demand for Consistency

Involves Documentation

Need when process is:

Significant change

Serious consequence if wrong

Similar repeated questions

People seem confused

Interpreted multiple ways

SuccessfulImplementation

Successwillinclude:

Whole team

Understanding the why

Clear purpose and goal

Ownership

Visual content

Staying positive

Updates / Revisions

Getting StartedBasic Strategy

Basic Design

Simple

Organized

Prioritized

Assessable

Simple

Clear

Repeatable

Facility / Campus specific

Simplified owner’s manual

Checklist, maps, color coded

Wording related to user

Volunteers able to complete

Makes training easier

Organized

Code System

Formatting text

Systematic

Logical

Prioritized

Accessible

Posted

Unlocked

After Hours

Online

Trained on

Laminated

First StepsDetail Strategy – Plan / Design

Starting Point

Take an Inventory

List Job Descriptions

Critical to Mission or Success

Lesson’s Learned

List Specific ProceduralNeeds

Workflows

Processes

Existing forms

Needs for Data Collection

Codes

All Guidelines

Unwritten Rules

FacilitiesExamples

Facilities Specific:PM’s / Operational Procedures / Checklist

Baptismal

Trailer use checklist

Elevator monthly

Time sheet

Sewage pumping station

Quarterly HVAC cleaning / filter change

Carpet cleaning procedure and checklist

Fire alarm testing

Campus Examples

Campus Wide:Employee Handbook

Benevolence Policy

Vehicle Policy

Vacation / Time off Request Policy

Wedding Policy

Facility Use Policy

Kitchen Policy

Security Policy

Childcare Guidelines

New Ministry Start-up Request

Define Types

Policy

Guideline

Procedure

Process Map

Work Instruction

Examples by Type

Workflows 1. Once Contracts are signed move to In Progress Folder 2. Archive all Financial related Documents for 7 years,

purge older

Processes 1. Key Request form routed to Pastor, Maintenance,

Front office 2. Room Set-up request reviewed, approved, follow-up,

assignment.

Existing forms 1. Key Request 2. Equipment Borrow Request

Needs for Data Collection 1. Fire Alarm Test 2. Oil / Water Separator Report 3. Food Storage Freezer Temp / Time

Next StepsDetail Strategy – Create / Implement

Group Categorize

Prioritize the List

Number / Code

Template

Templates Format

Standardize Format

Required portions

Readable

Breaks into searchable parts

Create

Fill in the Blanks

Cut and Paste from OEM

With Template it becomes Cookie Cutter

Ensure Safety Steps

Include Site Specific Details

Remember Language

Publish

Edit

Review

Sign-offs

Training

Print / Post / Upload / Attach

Electronic / Workflow Process Matches

Implement

Launch New Normal

Institutionalize

Consistency

Accessible

Checklist / Workflow

Enforce Audit Review

Carrot or Stick

Extreme Ownership Example

Process Improvement Example

Annual Policies Review

Employee Refreshers – Document in file

ExamplesDiscussion

Trailer

Coffee

Baptistry

Pressurized Sewage Air Release Valve

NACFM Resources

Next Steps

Never quit

Restart

Look deeper

Never satisfied

Improve training programs

Questions

References

Marie Welch, NACFM Research Paper, Development and Implementation of Effective Policies and Procedures for Church Facilities, April 29, 2005 taken from NACFM.com member login

http://virtualproductivitysolutions.co.za/2011/11/02/5-key-benefits-of-a-standard-operating-procedures-manual/

7 Reasons to Write Business Policies and Procedures JANUARY 20, 2016 BY PATRICIA LOTICH

http://www.businessperform.com/articles/human-resources/writing_procedures.html

http://thethrivingsmallbusiness.com/7-advantages-to-writing-business-policies-and-procedures/

https://www.iso.org/home.html, https://www.iso.org/files/live/sites/isoorg/files/archive/pdf/en/how-to-write-standards.pdf

https://www.mindtools.com/pages/article/newTMC_78.htm