Case Study – Documentation & Training of Proprietary Systems & Processes
Case Study – Documentation & Training of Proprietary Systems & Processes
A midsized consulting company created a proprietary product that had been around for several years. There was a lot of “clutter”:
· staff members with slightly different unwritten processes and protocols
· documentation was dated and contained obsolete/incomplete:
o forms
o instructions
o processing descriptions
Analyze
The first part of the process was to identify and remove erroneous and dated materials from the shared repositories, archiving them for audit purposes.
The next step was to establish documentation standards for the shared repositories so all team members could find and create documents uniformly. This included defining directory/file naming conventions and establishing templates for proprietary Lotus Notes database systems.
Areas of discrepant documentation were identified and a discovery process was performed to obtain team consensus on Best Practices. Best Practices were then documented and incorporated into the system.
Document
The entire product lifecycle was then documented in an electronic document. A key requirement was to ensure that when external documentation is modified, the most current version is available to the user. To satisfy this requirement the document featured:
· clickable links within the document
· hyperlinks to the intranet and the world wide web
Train
The resulting Policy and Procedure manual was then presented to the entire team in two separate three day sessions. A total of 44 people were trained. The trainees included top level management (Vice Presidents of Sales, Operations and Programming), account executives, programmers, sales support staff and data entry/clerical staff.
The highly interactive presentation included:
· detailed examples from the current workload, which made the training particularly relevant to all participants
· live interaction with proprietary systems
· significant interaction among trainees as they learned from each other
· comprehensive question and answer sessions and the opportunity for follow up questions throughout the training period
· hard copy of manual for note taking and audience follow along
WHAT WE DO
Policy and Procedure Documentation and Training:
· Research, interview staff and document current formal and informal policies and procedures
· Identify and work to resolve current disparate processes
· Clarify vague areas in current processes and documentation
· Analyze suggestions for process improvement and implement enhancements where appropriate
· Update existing procedure manuals to incorporate new systems, regulations and requirements
· Train staff on updated documentation utilizing real examples from client’s processes
WHAT OUR CLIENTS SAY
The Senior Vice President of Operations, and project sponsor had this to say:
“I have had the opportunity to work with Habanero, Inc. over the past several years and have been pleased with the products and services they have provided.
In particular, Susan Montana of Habanero, Inc. has been able to quickly integrate information from a diverse group of my staff to develop a comprehensive Procedure Manual customized to our operation, which involves interpretation of government policies, and internal/external systems and processes.
She then developed and delivered multiple group training sessions to a wide range of participants, including directors, managers, programming and clerical staff, to introduce these Policies and Procedures.
I was particularly satisfied with her ability to work quickly under pressure, her excellent writing, presentation and communication skills, and the flexibility to travel to accommodate our very busy schedules. “
LET’S LINK UP
We look forward to helping your agency or business. To learn more, please contact:
Susan M. Montana
631-244-5661
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