Business Procedure/Service Delivery Procedure

[wmsjte]

Hi there, hoping I can get some advice please.

We are paying a consultant to advise on our ISO9001, but to save costs I am creating the manual and all documents.

One of the documents she has told me I need is one called "Business Procedure" she said I could call it what I wanted but basically had to be no more than 4 pages long and to contain our business procedures.

I also need one for Service Delivery.

We are a really small company (3 people) does she basically want me to outline our day to day running of the business? does anyone perhaps have an example I could look at to get an idea of what she is wanting.

Thanks in advance

 

[somashekar]

If you are wanting to implement the ISO9001:2008 QMS in your organization, you will need....
1. A documented Quality manual (The scope + exclusion justification + Interactions between your processes of the QMS) + the below (or reference to them)
2. Documented Quality policy and Quality objectives
3. Documented procedure for document control
4. Documented procedure for control of records
5. Documented procedure for Internal audits
6. Documented procedure for control of non conforming products
7. Documented procedure for Corrective action
8. Documented procedure for Preventive action
+
Any other document that you want to control and use for your working

 

[wmsjte]

Thanks for your response.

This is what I am finding confusing - I have all those documents in place, but she is also requesting a document reflecting our business procedure and one for our service procedure - not sure what she means and was hoping to find an example?

Looks like I will have to make sure I have everything else ready and discuss this with her again at our next meeting - would have been nice to have it all finalised though - grrrrr

 

[somashekar]

Thanks for your response.

This is what I am finding confusing - I have all those documents in place, but she is also requesting a document reflecting our business procedure and one for our service procedure - not sure what she means and was hoping to find an example?

Looks like I will have to make sure I have everything else ready and discuss this with her again at our next meeting - would have been nice to have it all finalised though - grrrrr

Kindly ask her if she means to make a document that maps the "Interactions between your processes of the QMS" ....
This could be a part of the Quality manual as she envisages for the above.
If such a document gets more clarity for your process interactions, so much better.
She seems to be knowledgeable and setting your directions well.

 

[John Broomfield]

wmsjte,

May we take it that you've already analyzed how your organization interacts with its suppliers and customers to create more successful customers (if, indeed, this is your organization's mission).

You then determined the processes that are essential to the fulfillment of this mission.

You can then work with the person who knows best how each process works. Work with the "process owner" to analyze each of these processes (search here for SIPOC); including the interactions between those involved and with the other processes.

Your organization designs, plans and delivers services. Using a deployment flowchart you should be able to analyze this process as it actually works and to document its procedure to the extent necessary for effective planning, operation and control on no more than a single page.

Writing a four page textual procedure alone, or based on what we say here, will likely to be a work of fiction.

Your organization's process that runs the business really is at the core of your organizational management system. It converts the needs of your customers into cash in the bank and includes the process italicized above.

In developing your organizational management system I recommend that you avoid duplication and creating works of fiction. Focus on what your organization actually does to fulfill its mission.

John

 

[wmsjte]

Thanks John, I already have a process flow chart in place which identifies all aspects of the business from receipt of order to despatch which she has approved - this other document is really confusing as it appears to be a duplicate of what is already in place perhaps I am misunderstanding her request as I don't seem to find anything on here or elsewhere - I will wait for our next meeting.

 

[John Broomfield]

Thanks John, I already have a process flow chart in place which identifies all aspects of the business from receipt of order to despatch which she has approved - this other document is really confusing as it appears to be a duplicate of what is already in place perhaps I am misunderstanding her request as I don't seem to find anything on here or elsewhere - I will wait for our next meeting.

wmsjte,

Does this mean that you're ignoring these four processes:

1. Marketing
2. Selling
3. Designing services
4. Managing accounts receivable and payable

...a small business may combine 1 thru 3 in one process.

Business management includes all three aspects of running a business:

A. Getting work
B. Doing work (you mention this)
C. Getting paid

John

 

[wmsjte]

Hi John,

Think you are onto something here ... perhaps what is required is a procedure explaining how we source our business right up to accounts function as explained above .... ok think I have got it now - thank you so very much - just needed to see it from a different angle

 

[AndyN]

Hi there, hoping I can get some advice please.

We are paying a consultant to advise on our ISO9001, but to save costs I am creating the manual and all documents.

One of the documents she has told me I need is one called "Business Procedure" she said I could call it what I wanted but basically had to be no more than 4 pages long and to contain our business procedures.

I also need one for Service Delivery.

We are a really small company (3 people) does she basically want me to outline our day to day running of the business? does anyone perhaps have an example I could look at to get an idea of what she is wanting.

Thanks in advance

Wait! You are paying a consultant and you don't know what they want, so are asking us? Time to fire your consultant! Firstly, I doubt that a 3 person company NEEDS a "Business Procedure" and is "service" in your "scope".

I'm not feeling comfortable this consultant knows their stuff here...