>> Supply Chain Solutions that Deliver. Enterprise SOP Project Creator Training Material 10/22/2002

>> Supply Chain Solutions that Deliver.

Enterprise SOP

Project

Creator Training

Material

10/22/2002

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Brief History - SOP Project

SOP’s are designed to empower UTi branch operators with the SOP’s are designed to empower UTi branch operators with the necessary and thorough knowledge of UTi’s global customers supply necessary and thorough knowledge of UTi’s global customers supply chain operations requirements. chain operations requirements.

The SOP Enterprise team objectives were to develop a standard SOP The SOP Enterprise team objectives were to develop a standard SOP Template which was consistent in Structure and Format, and deploy it Template which was consistent in Structure and Format, and deploy it to UTi branches globally.to UTi branches globally.

The SOP Enterprise project is to initially address SOP Deployment and The SOP Enterprise project is to initially address SOP Deployment and Training with UTi’s top 20 global PLP’s to ensure standard and Training with UTi’s top 20 global PLP’s to ensure standard and consistent levels of service provided.consistent levels of service provided.

The SOP’s are to be posted within ‘Inzalo’ and will also contain the The SOP’s are to be posted within ‘Inzalo’ and will also contain the necessary tools and information to support the Customer SOP and necessary tools and information to support the Customer SOP and Implementation Process project.Implementation Process project.

Inzalo will be the preferred method of sharing the SOP’s with all Inzalo will be the preferred method of sharing the SOP’s with all involved and will eventually make the individual customer SOP’s a involved and will eventually make the individual customer SOP’s a real time integrated part of the business process.real time integrated part of the business process.

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Current Problems with SOP’s

Some of the Current problems we experience with our Some of the Current problems we experience with our SOP’s are as follows:SOP’s are as follows:

They typically demonstrate an iThey typically demonstrate an inconsistent Structure nconsistent Structure and Formatand Format in their design. in their design.

SOP’s are generally notSOP’s are generally not DDistributed istributed amongst the amongst the relevant UTi branches well enough, and in a consisent relevant UTi branches well enough, and in a consisent manner. manner.

Operations people tend to find the SOP’s contain Operations people tend to find the SOP’s contain Too Too Much Information – Much Information – and can be and can be “Confusing!”“Confusing!”

There tends to be poor There tends to be poor Version Control – “Is my version Version Control – “Is my version up to date?”up to date?”

Does the SOP have the correct Does the SOP have the correct Content – “Am I missing Content – “Am I missing something?”something?”

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SOP Enterprise Project

Develop RegionOwners

Phase ISOP Completion

Enable Translations

Define Goals &Scope•Layouts•Formats•Service Level Agreements

DevelopPilot Template

•Develop Medium•Develop Template•Develop System•Demo

Translate Pilot Customers

•Select Customers•Demo

Training

•Usage•Creation•Maintenance

Nominate Next CustomersFor Translation

•Large Customers•Strategic Customers•Potential Customers•War Room Process

Develop ControlSystem

•Track Progress•Consistent Product•Continuous Improvement

•Training•Product Support•Consistency•Posting Monitors

•Implementation Recommendation•Establish Teams•Monitor Progress

Global SOPTool

ImplementationRecommendation

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Overall Process

Implementation Plan

Implementation Plan

CAP Ex.

I.T.Requirements

SOPCreation / Deployment

Training

Other

Service LevelAgreement

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SLA versus SOP

Service Level Agreement

SLA

Service Expectations

KPI’s

Terms

Rates

Relationship Overview

Etc.

What we agree to do

Standard Operating Procedure

SOP

Process Description

Process Maps

Detailed Procedures

Communication

KPI’s

Rates

Etc.

How we are to do it

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MindManager – Creation Tool

A Pilot project tested the viability of using the MindManager A Pilot project tested the viability of using the MindManager product from MindJet and the posting of SOP templates as product from MindJet and the posting of SOP templates as browser pages on Inzalo.browser pages on Inzalo.

MindManager was selected as the tool to create and MindManager was selected as the tool to create and manage the SOP templates.manage the SOP templates.

As a result, As a result, MindManager is being used to map and enter MindManager is being used to map and enter all of the SOP information for managing a specific account. all of the SOP information for managing a specific account.

MindManager Features:MindManager Features:

create mind-mapping templates, create mind-mapping templates,

Create SOP Web pagesCreate SOP Web pages

Create Word outputsCreate Word outputs

Current Content Can Be Manually Translated Current Content Can Be Manually Translated Into the MindManager Template.Into the MindManager Template.

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MindManager – Creation Tool

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MindManager – HTML Format

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Standard Template Breakdown

The SOP Template The SOP Template

Breakdown will broadly Breakdown will broadly

define the following define the following

Categories of the SOP:Categories of the SOP:

Customer OverviewCustomer Overview

Account RequirementsAccount Requirements

OperationsOperations

Billing InstructionsBilling Instructions

ClaimsClaims

Key ContactsKey Contacts

ReportingReporting

Supporting DocumentsSupporting Documents

GlossaryGlossary

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Customer Overview

Customer OverviewCustomer Overview

DefinitionDefinition: : A brief description A brief description

of the Business covered, scope of the Business covered, scope

of work, and customer KPI’s.of work, and customer KPI’s.

DescriptionDescription: : The Customer The Customer

Overview is to provide Overview is to provide

operations with a operations with a

comprehensive understanding comprehensive understanding

of the Business covered, of the Business covered,

company background, Scope of company background, Scope of

work such areas of import / work such areas of import /

export, commodities of trade, export, commodities of trade,

and Customer Key Performance and Customer Key Performance

Indicators (KPI’s), etc. Indicators (KPI’s), etc.

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Account Requirements

Account RequirementsAccount Requirements

DefinitionDefinition: : A brief A brief

understanding of the Customers understanding of the Customers

Supply Chain Requirements.Supply Chain Requirements.

DescriptionDescription: : The purpose of The purpose of

the Account Requirements is to the Account Requirements is to

provide operations with a provide operations with a

comprehensive understanding comprehensive understanding

of the procedures and of the procedures and

guidelines for handling guidelines for handling

international shipments on international shipments on

behalf of the customer in behalf of the customer in

mention. This section may mention. This section may

incorporate a short description incorporate a short description

of the Service Level Agreement.of the Service Level Agreement.

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Operations

OperationsOperations

DefinitionDefinition: : The operational The operational

activities required to perform activities required to perform

the necessary shipment the necessary shipment

procedures.procedures.

DescriptionDescription: : The Operations The Operations

process can be broken down process can be broken down

into sub-branches for Air / into sub-branches for Air /

Ocean and Imports / Exports. Ocean and Imports / Exports.

Further sub-sections can be Further sub-sections can be

incorporated such as incorporated such as

‘Transportation’ and ‘Transportation’ and

‘Documentation’ procedures ‘Documentation’ procedures

and these should explain the and these should explain the

necessary steps operations necessary steps operations

need to perform in order to need to perform in order to

meet customer shipment meet customer shipment

expectations. expectations.

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Billing Instructions

Billing InstructionsBilling Instructions

DefinitionDefinition: : The Billing The Billing

activities required to perform activities required to perform

the necessary Invoicing the necessary Invoicing

procedures.procedures.

DescriptionDescription: : The Billing The Billing

procedures are intended to procedures are intended to

highlight the necessary action highlight the necessary action

steps to be taken when steps to be taken when

‘Invoicing’ and the raising of ‘Invoicing’ and the raising of

‘Credit Notes’, etc, and any ‘Credit Notes’, etc, and any

other special instructions to be other special instructions to be

adhered to when Billing out to adhered to when Billing out to

this particular customer.this particular customer.

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Claims

ClaimsClaims

DefinitionDefinition: : The Claims The Claims

procedures to be followed in procedures to be followed in

the event of Loss / Fire / the event of Loss / Fire /

Damage, etc.Damage, etc.

DescriptionDescription: : The Claims The Claims

procedures are intended to procedures are intended to

advise operations of any Policy advise operations of any Policy

procedures that UTi and the procedures that UTi and the

Customer may have agreed Customer may have agreed

upon. In the event of Loss / upon. In the event of Loss /

Damage / Fire / Theft, etc., Damage / Fire / Theft, etc.,

operations are to follow the operations are to follow the

claims procedures to see who claims procedures to see who

the claims are to be filed the claims are to be filed

against, and the necessary against, and the necessary

timing thereof.timing thereof.

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Key Contacts

Key ContactsKey Contacts

DefinitionDefinition: : The contact details The contact details

for relevant Customer and UTi for relevant Customer and UTi

(or agent) staff responsible for (or agent) staff responsible for

the account.the account.

DescriptionDescription: : The Key Contacts The Key Contacts

are split into sub-sections are split into sub-sections

labelled Customer Contacts / labelled Customer Contacts /

UTi Contacts / Buying Agents, UTi Contacts / Buying Agents,

etc. This is to help operations etc. This is to help operations

understand who to contact in understand who to contact in

the event of a query, or the event of a query, or

discrepency, on documentation, discrepency, on documentation,

transport, IT, warehouse transport, IT, warehouse

procedures, etc.procedures, etc.

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Reporting

ReportingReporting

DefinitionDefinition: : Any Reports, or Any Reports, or

Reporting Requirements, which Reporting Requirements, which

the customer may expect UTi to the customer may expect UTi to

fulfil.fulfil.

DescriptionDescription: : The Reporting The Reporting

section would detail types of section would detail types of

reports UTi have enabled (as a reports UTi have enabled (as a

by-product of the by-product of the

transportation and IT transportation and IT

processes). This would help the processes). This would help the

customer in managing their customer in managing their

entire Supply Chain, & could entire Supply Chain, & could

take the form of eMpower or take the form of eMpower or

automated reports, or EDI automated reports, or EDI

(Electronic Data Interchange) (Electronic Data Interchange)

for the receipt and transmission for the receipt and transmission

of Purchase Orders.of Purchase Orders.

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Supporting Documents

Supporting DocumentsSupporting Documents

DefinitionDefinition: : This is any relevant This is any relevant

documentation necessary for documentation necessary for

the shipment procedures.the shipment procedures.

DescriptionDescription: : The Supporting The Supporting

Documentation section can be a Documentation section can be a

useful tool for highlighting any useful tool for highlighting any

other relevant documentation other relevant documentation

necessary for the shipment necessary for the shipment

procedures. The SOP can also procedures. The SOP can also

include copies of Pre-alert include copies of Pre-alert

forms, Supplier Invoices, Bills of forms, Supplier Invoices, Bills of

Ladings, etc. This can be useful Ladings, etc. This can be useful

for illustrating and allowing for illustrating and allowing

operations to view Cust. Ref operations to view Cust. Ref

numbers, for example.numbers, for example.

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Glossary

GlossaryGlossary

DefinitionDefinition: : An appendix of An appendix of

unfamiliar terms and unfamiliar terms and

expressions which are perhaps expressions which are perhaps

used in the customer SOP.used in the customer SOP.

DescriptionDescription: : The Glossary can The Glossary can

be a useful ‘tail’ section to be a useful ‘tail’ section to

describe certain terms and describe certain terms and

expressions that are perhaps expressions that are perhaps

unfamiliar to the operations unfamiliar to the operations

staff, e.g. IncoTerms, staff, e.g. IncoTerms,

warehousing terms, foreign warehousing terms, foreign

landside expressions, etc.landside expressions, etc.

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Process Tasks

Now that you have a better idea of the ‘Standard Template Now that you have a better idea of the ‘Standard Template

Breakdown’, I.e. the structure of the SOP and what each section Breakdown’, I.e. the structure of the SOP and what each section

entails, it is also necessary to advise best practice methods for the entails, it is also necessary to advise best practice methods for the

layout of the different sections. European practice has identified key layout of the different sections. European practice has identified key

‘Process Tasks’ which enable operations to fully understand the ‘Process Tasks’ which enable operations to fully understand the

processes and process owners. These can be listed as follows:processes and process owners. These can be listed as follows:

Process OwnerProcess Owner – – responsible group / organization.responsible group / organization.

Process TriggerProcess Trigger – – action that initiates the process.action that initiates the process.

Process ObjectiveProcess Objective – – description of action that initiates the description of action that initiates the

process.process.

Process InputProcess Input – – information needed for process completion.information needed for process completion.

Process OutputProcess Output – – output related to input.output related to input.

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Process Tasks - Exercise

The following indicates a typical form of verbiage one might expect to come across in SOP’s.

This can easily be translated into ‘Process Owners’ and ‘Process Triggers’, etc.

By following this methodology, it is easier for operations to follow and understand since the ‘Task Process’ becomes more structural and concise.

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By categorising into the ‘Process Tasks’ the verbiage can be minimized in content, and simplified so as to be easily identifiable & understood by operations staff.

The ‘Copy & Paste’ method can now be used to translate this verbiage from the MS Word doc into the MindManager template.

Pls see next slide ……

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Click on the Sub-Branch to which you wish to add the ‘Process Tasks’ to.

Using the ‘Copy & Paste’ method, insert the verbiage from the MS Word doc into the MindManager template.

Alternatively, if creating a new SOP, you can simply type the verbiage in this field automatically.

Pls see next slide ……

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When Exported into an HTML (Web) environment, and ultimately posted onto ‘Inzalo’, the ‘Process Tasks’ are now more easily identifiable for operations staff to understand i.t.o. process ownership and responsibilities.

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Creation Timeline

Approval ProcessSOP Creation & Deployment Process Map

RegionalManag’t

Global IT

Implementation Team

Operations

SOPAuthor

Regional Training & Support

Complete SOP Creation and send to Reg’l Manag’t

End

No

Identify Reg’l Operations

Manag’t

Yes

Contact Reg’l Ops Mang’t forSOP Approval

Sales

Sign Off that SOP Is Approved ?

A

A

No Yes

Identify Reg’l Sales

Manag’t

Contact Reg’l Sales Mang’t forSOP Approval

A

No Yes

Develop Implementation Instr.Send SOP to Global

IT for posting

Contact Global IT for SOP

Approval and Posting on Inzalo

G o

L i v

e

Distribute SOP to Implementation

Team and allLocalBranches

Train Local Branches onSOP Material

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Approval Process

SOP AuthorSOP Author – aka the SOP Creator, once complete with the creation / – aka the SOP Creator, once complete with the creation / translation of the SOP, must submit a proof copy to his/her regional translation of the SOP, must submit a proof copy to his/her regional management for sign-off that the SOP is true and correct.management for sign-off that the SOP is true and correct.

Regional ManagementRegional Management – must proof read and sign-off approval of the SOP. – must proof read and sign-off approval of the SOP. Should then confirm with Author at soonest opportunity so that the approval Should then confirm with Author at soonest opportunity so that the approval process is not delayed. process is not delayed.

Operations ManagementOperations Management - must proof read and sign-off approval of the SOP. - must proof read and sign-off approval of the SOP. Should then confirm with Author at soonest opportunity so that the approval Should then confirm with Author at soonest opportunity so that the approval process is not delayed. process is not delayed.

Regional SalesRegional Sales - must proof read and sign-off approval of the SOP. Should - must proof read and sign-off approval of the SOP. Should then confirm with Author at soonest opportunity so that the approval process then confirm with Author at soonest opportunity so that the approval process is not delayed. is not delayed.

Global ITGlobal IT – must verify and sign-off that the SOP is in accordance with the – must verify and sign-off that the SOP is in accordance with the rules set for posting onto ‘Inzalo’.rules set for posting onto ‘Inzalo’.

SOP PosterSOP Poster – the SOP Author then needs to hand the SOP to the Poster who – the SOP Author then needs to hand the SOP to the Poster who will then be responsible for posting the SOP onto ‘Inzalo’. will then be responsible for posting the SOP onto ‘Inzalo’.

Implementation TeamImplementation Team – must ensure relevant branches responsible for the – must ensure relevant branches responsible for the ops requirements know how / where to access the SOP; ensure correct ops requirements know how / where to access the SOP; ensure correct implementation of the SOP with the branches; hand over to regional training & implementation of the SOP with the branches; hand over to regional training & support to train the relevant ops people on how to use the SOP. support to train the relevant ops people on how to use the SOP.

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Update Requirements

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Ownership Requirements

Creator Poster Trainer Project Manager

Project Sponsor

Agree with the project definition

Review initial plans

Agree with the escalation procedure

Conduct regular reviews of the progress throughout the implementation phase

Break down barriers

Ensure that time of team members is freed up to participate

Preparing project plans

Establishing a strong team

Motivating team

Defining roles & setting objectives for team members

Schedule control points and milestones

Monitoring progress of work against plans

Keeping the sponsor appropriately informed at all times

Preparing progress reports

Know how to use the MindManager tool

Be familiar with Standard Template Breakdown and update requirement

Be familiar with Creation Timeline

Know the difference between SLA vs. SOP

Understand SOP Approval process

Responsible for creating new / translating existing SOP’s into MindManager template




Responsible for posting new SOP’s onto ‘Inzalo’

Responsible for updating & changing existing SOP’s on ‘Inzalo’

Should have sound systems knowledge and be able to work with regional and global staff on approval of SOP documents.




Responsible for training and perpetuation of the tools as new employees are hired or added to the pool of SOP Creators, Users, Owners and Posters

Maintain the Trainer’s training kit, as populated by the field

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Ownership Requirements

Creator Poster Trainer Project Manager

Project Sponsor

Agree with the project definition

Review initial plans

Agree with the escalation procedure

Conduct regular reviews of the progress throughout the implementation phase

Break down barriers

Ensure that time of team members is freed up to participate

Preparing project plans

Establishing a strong team

Motivating team

Defining roles & setting objectives for team members

Schedule control points and milestones

Monitoring progress of work against plans

Keeping the sponsor appropriately informed at all times

Preparing progress reports

It may also happen that one person could perform multiple roles, I.e. s/he could be a Creator, Poster and a Trainer.

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MindManager – Quick Tutorial ?

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MindManager – Create a New Map

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MindManager – Map Title

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MindManager – Create a Main Branch

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MindManager – Create a Main Branch

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MindManager – Insert a Sub-Branch

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MindManager – Insert a Sub-Branch

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MindManager – Insert a Main Branch

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MindManager – Fit to Screen

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MindManager – Fit to Screen

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MindManager – Summary

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MindManager – Rearranging Branches

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MindManager – Top Sub-Branch

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MindManager – Listing products in order

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MindManager – Listing products in order

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MindManager – Team Sub-Branch

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MindManager

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MindManager

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MindManager

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MindManager

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MindManager – Summary

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MindManager – Populating Data

Click on the Show / Hide Notes Window icon.

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MindManager – Populating Data

• Either type out the information in this field, or

• Use the ‘Copy & Paste’ option from an existing electronic document, e.g. MS Word, if translating an SOP.

Click on the Branch you wish to add data against.

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MindManager – Using Screen Images

Use the ‘Copy & Paste’ option from an existing electronic document, e.g. MS Word, if wanting to capture a screen image against, within the process steps.

Click on the Branch you wish to add a screen image against.

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MindManager – Getting ready to create your web page

With MindManager, you can create a web page in With MindManager, you can create a web page in

seconds.seconds.

To do this:To do this:

1.1. Create a map using the UTi templateCreate a map using the UTi template

2.2. Add Branches and Text NotesAdd Branches and Text Notes

3.3. Create a folder for the SOP in Windows Create a folder for the SOP in Windows

Explorer. Explorer.

Now you are ready to create your web page.Now you are ready to create your web page.

©2002 Mindjet LLC All rights reserved. ©2002 Mindjet LLC All rights reserved.

MindManager is a trademark of Mindjet LLC. All MindManager is a trademark of Mindjet LLC. All

trademarks are property of their respective trademarks are property of their respective

owners.owners.

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MindManager – Change Author Name and Author Email Address

Click on ‘File’ in Main menu.

Click on ‘Document Properties’ in File menu.

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MindManager – Change Author Name and Author Email Address

Enter the correct ‘Author Name’

Click OK to accept the changes.

Enter the correct “Author email address” .

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MindManager – Exporting to HTML

Select the style as “UTi”.

Click on “OK” to accept your changes.

Select the layout as “Java Outline”.

Select your folder that you created for this SOP

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MindManager – Exporting to HTML

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Windows Explorer - Creating your ZIP file

1.1. Close MindManager.Close MindManager.

2.2. Open Windows Explorer.Open Windows Explorer.

3.3. Find your directory and SOP folder that you Find your directory and SOP folder that you

created.created.

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Click on ‘Edit’ in Main menu and click on “Select All”. Note there are 3 folders and 4 files.

All folders and files are now selected. Right mouse click.

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Click on ‘Edit’ in Main menu and click on “Select All”. Note there are 3 folders and 4 files.

All folders and files are now selected. Right mouse click.

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Enter a filename with ” .Zip” extension.

Click on “ADD”. You have now created your zip file.

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Windows Explorer – Displaying your Winzip files.

Ensure that your “index.html” file has a blank path.

Ensure that your “index.html” file is created.

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Sucessfully created your SOP

Now that you have successfully created an SOP Now that you have successfully created an SOP

using the MindManager software from MindJet, and using the MindManager software from MindJet, and

you have exported the file into an HTML (Web) you have exported the file into an HTML (Web)

format, and zipped the file in Winzip file, email this format, and zipped the file in Winzip file, email this

zipped file to your poster who will review your zipped file to your poster who will review your

SOPand post it to Inzalo. SOPand post it to Inzalo.

Congratulations !Congratulations !

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