Revitalizing a Classic: Your P-Card Policies and Procedures

Lynn Larson, CPCP, Recharged Education

2014 Scotiabank Commercial Card Conference

Employees can spend ____% of their time looking for the right policy, procedure

and/or form to do their job.

According to Bizmanualz

What Do You Think?

2014 Scotiabank Commercial Card Conference

Impact of Ineffective P&P

ErrorsInquiries Time

Compliance Cardholder Satisfaction Program Expansion

2014 Scotiabank Commercial Card Conference

“Needs Help” P&P

• Visually unappealing• Redundant, missing and/or conflicting info• Disorganized content• Negative language• Does not reflect procedure writing best practices

2014 Scotiabank Commercial Card Conference

Building Blocks of Effective P&P

Accuracy Completeness

Accessibility Readability

Clarity

2014 Scotiabank Commercial Card Conference

Accuracy

• Supports compliance• Helps employees make correct decisions• Improves likelihood of positive audit outcome

2014 Scotiabank Commercial Card Conference

Benefits of a Payments Policy

• Collectively addresses all payment methods/procure-to-pay (P2P) processes

• Helps purchasers pursue correct process

2014 Scotiabank Commercial Card Conference

Completeness

• Cover the relevant topics• Consider the frequently asked questions• Identify the common mistakes

2014 Scotiabank Commercial Card Conference

CompletenessPrimary Topics Primary Topics

1. P-Card Overview for All 7. Transaction Reconcilement/Review2. Roles and Responsibilities 8. Ongoing Training Requirements3. How to Obtain a P-Card 9. Card Expiration and Renewal4. Card Security and Limits 10. About Program Auditing5. Card Usage 11. Card Cancellation6. Transaction Declines 12. Reference Materials

2014 Scotiabank Commercial Card Conference

Example Card Usage Sub-Topics

• Allowed purchases • Preferred suppliers• P-Card P2P process• Supporting documentation for transactions• Returns/credits• Card misuse/abuse

2014 Scotiabank Commercial Card Conference

Example “Needs Help” Text

2014 Scotiabank Commercial Card Conference

Example: What to Include on Card Security

• How to keep the card and account info secure– Shred any documentation reflecting account number– Blacken out account number when routing paper docs– Keep card in a secure location—not on desk– Verify website security before entering your card info

• Common scams and how to combat– Phishing tactics– Fraudulent emails– Legitimate communications from card issuer vs. fraudulent ones

2014 Scotiabank Commercial Card Conference

Accessibility

Benefits of Intranet usage

Drawbacks of paper copies

2014 Scotiabank Commercial Card Conference

Readability and Clarity

Appearance

Style/ Language

FormatLevel of Detail

Consistency Elements of Procedure Writing

2014 Scotiabank Commercial Card Conference

“Needs Help” Example

2014 Scotiabank Commercial Card Conference

Revitalized Example

2014 Scotiabank Commercial Card Conference

Revitalized Example

2014 Scotiabank Commercial Card Conference

Consistency

P-Card p-card PCard pCard ProCard

Issuer Provider Bank Bank’s Name

2014 Scotiabank Commercial Card Conference

Completing the Project

2014 Scotiabank Commercial Card Conference

Reviewer Role

• Someone outside the intended audience• Focuses on readability and clarity• Has knowledge of procedure writing

best practices

2014 Scotiabank Commercial Card Conference

Surveying Users

• Select small, mixed user group• Keep it short• Obtain feedback on topical order, navigation,

visual appeal, clarity, etc.

2014 Scotiabank Commercial Card Conference

Success Strategies

• Solid project plan• Dedicated time to complete• Writer role fulfilled by appropriate person• Validation of existing information• Following procedure writing best practices• Involving the right people

2014 Scotiabank Commercial Card Conference

Contact Information

Lynn Larson, CPCPlynn@recharged-education.com

(651) 633-3221www.recharged-education.com