Process Document Structure - Service realization industry

Can anyone suggest the desirable structure of a Process Document(LEVEL 2)for service realization industry in line with the requirement of ISO-9001-2K.Thanks in advance.

[Marc]

I recently completed a service industry project. Are you asking for a recommendation on just the format for the level 2 documents?

Hi Mark,
You got me right. My interest is to learn the structural feature, so as not to avoid any missing link in completing a process doc.

Thanks

[Marc]

We did the level 2's in flow charts. The references to sub-documents were on each flow chart.. Other than that they had the 'normal':
1. title
2. disk file name
3. effective date and revision level/date
4. responsibilities and
5. who (dept) responsible for (owns) the procedure.

The problem here is that each company has a different structure and document layout. What you put on each to some degree depends upon what the others have. I wouldn't over complicate the documentation structure.
<hr>
These were some quidelines at one client company:

1. Scope – provide control of documents that meets ISO element 5.5.6 standards. Develop policy and requirements for data base location, document format, security, responsibilities and standards for the creation and maintenance of a document control system.

2. Objectives –
a) Conduct departmental Documentation Sweep of all employees, databases, cabinets, etc. to identify type of documents, location, ownership, format.
b) Determine the quickest and most efficient procedures to create a controlled database of documents by department.
c) Identify resources needed to accomplish the conversion to of a controlled data base.
d) Obtain consensus and support of decisions from senior management, department managers and the ISO 9000 consultant.
e) Insure that the final solution will not delay the date of Pre-Assessment, 10-26-00.

3. Allowable Software - XXXXXX should only be using Microsoft products to produce its documents. This would include the following software:
Word Processing - Microsoft Word
Spreadsheet - Microsoft Excel
Data Bases - Microsoft Access
Gantt Charts - Microsoft Project
Presentations - Microsoft PowerPoint
Flow Charting - Visio (now owned by Microsoft)

4. Other Software - many documents used at XXXX exist in Lotus, PageMaker, etc. formats that came from California and other locations. Accordingly, we will need to:

a) Documents that are not Microsoft and are currently being used will need to be re-typed into the appropriate Microsoft application.

b) Old, previous versions of documents not done in a Microsoft will not have to be converted.

c) Non-Microsoft documents from external sources (i.e., Miami or Atlanta) will be analyzed for conversion on a case by case basis.

5. Standard Header/Footer – this will be outlined for each particular Microsoft application below.

a) Word - IS will develop a template form which will include a macro which will automatically create or update a footer with Document name and path; page numbers; person who authored the document; date created; person who revised the document; date revised. No header specs are needed for Word.

b) Excel - IS will develop a template form which will include a macro which will automatically create or update a footer with Document name and path; page numbers; person who authored the document; date created; person who revised the document; date revised. No header specs are needed for Excel.

c) Visio - IS will develop a template form which will include a macro which will automatically create or update a footer with Document name and path; page numbers; person who authored the document; date created; date revised. The person who revised the document will have a ‘pop up’ request for this to be manually entered. No header specs are needed for Visio.

d) Project - IS will develop a template form which will include a macro which will automatically create or update a footer with the person who authored the document & page numbers. All of the other data will have a ‘pop up’ request for this information to be manually entered: file name and path; create date; person who revised the document; revision date. No header specs are needed for Project.

6. Converting Documents - XXXXX will follow these conversion steps:

Prior to the 10/26/00 Pre-Assessment by the Registrar:

a) Microsoft documents that are currently being used will need to be updated to meet these ISO standards on the next document revision.

b) When a document is revised, it must be converted to the appropriate standards established in this memo. Starting on 8/14/00, documents created or revised must be done according to the new standards.

After the 11/30/00 Assessment by the Registrar:

c) Every item, Microsoft or not, must be converted to the new standards by the next surveillance audit by the Registrar scheduled to be done on or about 6/01/01.

7. Paper Only documents - Any document that is currently being used and is only in a paper format with no corresponding data base existence will have to be created using the new standards prior to 10/16/00.

8. Document File Name & Path - XXXX will adhere to the following naming convention:

Q:\DOCS\DE\documentname.ext

Where: Q is the drive to store and maintain all controlled documents by department.
DOCS is the library name for all controlled documentation.
DE is the two character department name established by management.
Documentname is the unrestricted name of document, which could include a document number and/or document version number.
Document Extension is the software extension name.

9. Security - departmental staff members will only be able to query those items within their respective ‘Q’ drives. The Q drive will be set up with the following configuration and permissions:

Department Name Dept.
Code Staff who can create, revise & delete from the Q:\DOCS library

Note: staff in bold letters are designated ISO reps for Control of Documents outlined in item #11.

10. Documentation Log - a master log of all items under document control must be maintained
in the attached spreadsheet that contains: Document name and path; Document description;
Responsibility; Date created; Date revised; Approved by; Distribution list. This spreadsheet will
catalog all controlled documents regardless of their location or format.

11. Document Control Representative - each department will designate one person to be their Document Control Representative. It must be one of the persons who has the security to create or revise a document (see item #9) and will be responsible for the following items:
a) Review new or revised documentation for adhering to ISO and corporate standards.
b) Keep the Departmental Log up to date at all times.
c) Schedule, track and obtain necessary approvals for new or revised documents.
d) Distribute all new and revised documentation to the appropriate staff.
e) Report any documentation problems or questions to the ISO coordinator.

Hi Mark,
Thank you very much for your valuable guidelines.

Ak