How to write understandable work instructions

D

Desara01

#21
Dear Sharon - love this topic. I'ts near and dear to my heart.

If you were to test your workforce for reading comprehension levels, do you have any idea what you might find? Of course it depends on job prerequisites but I have been into companies where the comprehension level was so low it was scary - how does 3rd grade sound?

What about workers who don't speak English? How about workers who can't read AT ALL? (don't be shocked by this, people who can't read are amazingly good at hiding it. My grandfather hid it his whole life - and he was a factory foreman. He was kind and wise - he just never learned to read because he had to quit school during the depression to support his family - but I digress---).

Most people write these work instructions at FAR TOO HIGH a comprehension level for an hourly workforce. How do you know? MS Word offers some reading comprehension indices you can run on your documentation - you'll be shocked! Many will test out at graduate level - then we wonder why no one pays attention to them - they can't understand them!

Here's the basic rule. Simple words, short sentences. Pictures, photographs. This worked very well in a cell phone plant where there were 13 different nationalities on the plant floor, all from the far east. All workers had to have some background in electronics but they didn't speak English. The answer? Trainers who spoke the native tongue who would walk them through the new model. Work instructions on the floor? Prints and photos Worked like a charm.

Here's a great exercise you can do with the people writing the instructions. Spllit the group into 2 teams. Give them each some legos or something similar and let them build something - not too complex, but let them have a little fun. Then have them write a work instruction on how to build it. Have the teams switch! Can they build it using the instructions? I have had teams get very creative with cameras and drawings - but they get the point.

Good luck to you - Pen
 
Elsmar Forum Sponsor
D

Desara01

#22
Try this for a learning exercise for your document writers. Put them in teams and give them some legos or other building toy and have them build something (monitor the time, the engineers will spend all day on this). Then have them create the work instruction for how to build it - now have the teams switch! They will pcik up on how frustrating these instructions can be. Insightful participants will run to get digital cameras.

In general small words, short sentences, pictures and flows galore. And for goodness' sake, get the users to review and critique. Your in house experts know what's critical. :cool: Cheers - Pen
 
U

underdogmatt

#23
Sharon, I'm in my new job about five months. I find some of the same isssues you did. Here's what I've found so far. 1) Odd shaped parts are ripe for problems. When you say "put X on its top" and its a soda bottle, we all know what the "top" is because we see them a hundred times a day. But what is the "top" of a thingamajig you've seen once in your life just now? So top and bottom don't work - they have no real meaning. Left and right usually default to the workers hands, despite how the item may be assembled. So left and right is always as the worker stands - getting the part oriented is the trick - then they will follow left and right from their hands. Orientations of the clock (a familiar construct) seem to work. I am currently struggling with a consistent way to handle mirrored parts - where the drawing shows it one way and the part is installed another way - mirrored or "flipped over". (incidentally - letting me know which of the last two descriptions hit a chord with you would help me.) I think I am honing in on using the physical features/clock position of the part to orient it, as in, "Put the 1" ball to the 10 o'clock position". Or some such. HARD examples would be helpful to others who might respond to this. Finally, I will commiserate also - my engineers can get downright nasty =- so I keep collectiong examples to someday make it obvious we have a problem - because now ..........we, of course, don't.
 
S

Sharon_Noble

#24
I understand your frustration as I end up hitting that wall regarding other aspects here. :frust:

Just a thought...

I see that are many great suggestions in this thread from smarter, more experienced people than me. However, as someone who regularly "fights" management to do the will of management, I offer this suggestion as a last resort:

Assuming that no headway has or can be made with creating the WIs the RIGHT way (legible & UNDERSTANDABLE to the end user), perhaps you could save your strength on this battle and let them do things their way. I am not suggesting compromising quality for the sake of "peace", but maybe you could let them write their instructions, then hold training to cover each and every line of them with the affected employees...Answer any questions, perform demonstrations, etc.

I hate to sound like I am suggesting giving up :truce:; that is just not my style :whip:. But I believe there comes a point where the difference of viewpoint and power-struggle can begin to cause an adverse reaction in a company's morale and product quality.

I only offer this suggestions because around MY work, I have had to learn to choose my battles wisely (or how far to fight them)...:blowup:
I would like to let it go but we have had Internal and External NCs written up against our work instructions.:frust:
 
S

Sharon_Noble

#25
Can you tell me how to use MS word to test the comprehension level of documents... ?This would be a great eye opener for some engineers!
I would say our Level is about grade 6. Our company only has a small amount of Employees who do not have English as their first language but we do have a plant in Mexico as well. I will try and copy some examples of "bad" instructions here.... stay tuned.
 
V

vessch

#26
:DGreetings from Camp Taji in Iraq! I'm the Quality Control Manager at a Depot operation and we recently discovered that many of the managers assigned to write "Greenfield" procedures had no idea what they were doing. I put together a list of best practices and a simple step-by-step process that I will attach! Many of the ideas came from this fine website! Keep in mind we are translating all of these documents in to Arabic--but in my experience you should always keep the verbiage simple and explain acronyms.

We are writing mostly Level II documents (Who, What, Where, & When) vs. Work Instructions (Level I--How), but I think these tips and tools will still be useful!

I agree that you should start with the most knowledgeable operators. Nothing will ensure failure like ignoring the people doing the work. Explain what you're trying to accomplish, and let them critique the document(s). The instructions will never make everyone happy--so don't even try. Remember the intent is to eliminate or at least reduce variation in the process. Not to pass the ISO Audit, discipline employees, etc.

I hope this document is helpful!

Steve Vesschemoet
 

Attachments

Last edited by a moderator:
S

Sequence_Barry

#27
There was a great article written a few years about conducting successful subject matter expert interviews to produce work instructions / quality documents. Sorry that I didn't see this thread sooner as I think that this is a great article.

The best practice that we have found is to send your engineers out onto the shop floor with a camera and let them document the process live while the operator is performing it. While there are now tools available to facilitate this type of real-time knowledge capture, tool or no tool, pictures with callouts have been proven in numerous studies to be most effective.
 

Attachments

S

szohar

#28
This discussion of interviewing subject matter experts and filming actual work reminds me of a related problem I had once, and a similar solution.

I had to write user guides, not work instructions, but I had similar issues in terms of trying to capture a clear, accurate, and concise description of how to do things.

I ended up including various screen captures as well as simple flowcharts to model the processes. I can see how photographic images and simple flowcharts can be used the same way.

Steps that are numbered and named, flowcharts of how tasks are sequenced, and example images all serve to remove a lot of explicative language. Guides and instructions are a lot easier to understand when extraneous text is not included.
 

Miner

Forum Moderator
Staff member
Admin
#29
Can you tell me how to use MS word to test the comprehension level of documents... ?This would be a great eye opener for some engineers!
I would say our Level is about grade 6. Our company only has a small amount of Employees who do not have English as their first language but we do have a plant in Mexico as well. I will try and copy some examples of "bad" instructions here.... stay tuned.
Click on Tools > Options > Spelling & Grammar tab > Check "Show readability statistics" checkbox

The next time that you perform a spelling and grammar check, Word will display the readability statistics, including a Grade level.
 
Thread starter Similar threads Forum Replies Date
K Looking for guidance to write an SOP on Statistical Methodologies? Statistical Analysis Tools, Techniques and SPC 7
A Document Change Notice vs complete System re-write Manufacturing and Related Processes 4
K PQ validation qualification - Asked to write a PQ protocol ISO 13485:2016 - Medical Device Quality Management Systems 6
L How to write a proper defect description in a NCR Nonconformance and Corrective Action 4
qualprod When to write up a nonconformance and require a NCR - We produce labels ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 14
D Validation of existing equipment - I have been asked to write a quality assessment for equipment ISO 13485:2016 - Medical Device Quality Management Systems 13
M Medical Device Directive - Seeking common nonconformance write up scenarios CE Marking (Conformité Européene) / CB Scheme 2
N How to Write and Compile a Technical File for CE Marking CE Marking (Conformité Européene) / CB Scheme 4
qualprod Write down same nonconformity in several processes? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
A What ISO 9001:2015 clause could be used to write nonconformance for not updating licensed driver list? General Auditing Discussions 8
GStough Have You Had to Write a NC Against a Quality Manual in a Supplier Audit? General Auditing Discussions 12
D What is the appropriate way to write a conclusion from a % contribution result? Gage R&R (GR&R) and MSA (Measurement Systems Analysis) 4
M Who should write Departmental Work Instructions Document Control Systems, Procedures, Forms and Templates 6
L Requirement to write a Detailed Inspection Plan (DIP) APQP and PPAP 5
E How to write requirements for Medical App Validation and Verification IEC 62366 - Medical Device Usability Engineering 7
Z What to write on A3 Methodology Recognition Certificates? Six Sigma 2
T SOP for How to Write a Specification for Raw Materials and Finished Good ISO 13485:2016 - Medical Device Quality Management Systems 3
alonFAI Update an existing QMS manual or write a new one for AS9100C Certification? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
E How to write a Project Plan to Overhaul our QMS ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
C How to write a Post Market Surveillance REPORT (not procedure) EU Medical Device Regulations 4
E How to write an Aseptic Media Fill Validation Document Other US Medical Device Regulations 2
Q Who must write Quality Manual as per ISO 9001 Clause 5.5.2? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 23
J Can An External Auditor Also Write The Same Non-Conformance As An Internal Auditor? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
C How to Write Procedures without too many Details ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
B How do I tell my boss to write neatly without offending her? Career and Occupation Discussions 8
W How to write an EASA 145 Quality Manual EASA and JAA Aviation Standards and Requirements 3
N Do I Need to Write a CAR for..... (All Opinions Wanted :) ) ISO 13485:2016 - Medical Device Quality Management Systems 7
B I'm trying to write detailed Customer Service Work Instructions Customer Complaints 10
T How do I control web-based asp forms/rpts that write to and pull from an Access DB Document Control Systems, Procedures, Forms and Templates 4
P Internal Audit Corrective Actions - Can a CB write an NC on an in-process CA? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 27
J How to Write the Planned Interval to Conduct Internal Audit, Management Review, etc.. ISO 13485:2016 - Medical Device Quality Management Systems 3
A How to write a US FDA proof MDR procedure? Other US Medical Device Regulations 5
Y New Guidance for the Industry - How to write a Request for Designation (RFD) US Food and Drug Administration (FDA) 0
Q How to write Statement of Purpose for a Law School Admission Career and Occupation Discussions 9
K How to Write a User's Manual for Peachtree - Seeking help Document Control Systems, Procedures, Forms and Templates 4
K ISO 22000 requirement to write a Food Safety Manual Food Safety - ISO 22000, HACCP (21 CFR 120) 2
E How to write a Validation Risk Management Plan for Equipment ISO 14971 - Medical Device Risk Management 5
A How to write Quality Manual? Point to consider Quality Management System (QMS) Manuals 2
M How to write a Nonconformance Report ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16
S How to write a Prerequisite Program (PRP) for food industry ? Food Safety - ISO 22000, HACCP (21 CFR 120) 11
B How to write a SOP for a Medical Device Document Control Systems, Procedures, Forms and Templates 4
E Software to Write and Control Work Instructions? Document Control Systems, Procedures, Forms and Templates 7
A How to write quality policy? Basics of Quality policy ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
L Is it required to write a formal corrective action on any nonconformance? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 29
M How to write the Essential Requirements EU Medical Device Regulations 14
R How to write a Capacity Plan Quality Manager and Management Related Issues 2
N Four CMMs and would like to write programs for intermediate checks General Measurement Device and Calibration Topics 5
A How to write a Quality Policy Statement Quality Manager and Management Related Issues 11
Jen Kirley How does a Demingite write a good self evaluation? Career and Occupation Discussions 5
E Starting to write a Quality System Manual - Import/export medical devices - Need help ISO 13485:2016 - Medical Device Quality Management Systems 1

Similar threads

Top Bottom