Establishing Policies and Procedures

Chapter 4

Policy – predetermined course of action established to guide staff members toward accepted business practices

Procedure – step-by-step instructions by

which a policy is to be achieved

Strategic Role of Policies and Procedures = Organization

Policy Manual Goal: develop consistent,

repeatable, processes

Manual Structure

Cover and TitleRevision HistoryTable of ContentsPolicies and Procedures

Seven Principle Headings

PurposeRevision HistoryPersons AffectedPolicy StatementDefinitionsResponsibilitiesProcedures

Goal: ensure staff members read, understand, and comply with established guidelines

Establishing a system of policies and procedures is an ongoing, cyclical process

Two methods to ensure policies and procedures are being followed: control points and training

Control points – someone within to assure policies and

procedures are being followed, they explain the policy/procedure or refer to manual when a violation

occurs; mentoring or coaching approach

should be used

Training – seeks to increase expertise and level of mastery, repetition and reinforcement needed

Seminars, workshops, or staff meetings for example

Compliance:Developed to determine the extent to which policies and

procedures are implemented