Need DETAILED Procedure Template for Dental Insurance Co.

Colin

Quite Involved in Discussions
#11
Sorry to input some negative thoughts here but I do not think it is possible to document everyone's experience in form of procedures/work instructions.

All the best systems I have ever seen are a combination of documentation and competence of the people doing the job. Besides, has anyone thought about what your co-workers will be thinking? Perhaps something along the lines of "they want all my knowledge written down so they can fire me and bring in some cheaper people".
 
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SteelMaiden

Super Moderator
Super Moderator
#12
I just don't think I will be very popular with my co-worker... being here only 3 months and making tons of changes that they must comply with...:eek:
Just remember that, according to your own statements, some of these people have been there since the beginning of time:tg: You will need to be careful about how you approach them to change what they have been doing. Being people, they need to see a purpose for the changes, and it has to be couched in terms that make them feel that they are being helped also, not just "the company". Change can be a very good thing, but a lot of people really fear it. It is easy coming into a situation with fresh eyes to see how dysfunctional a system is, but it is a system that these people have lived with for a long time. Instead of couching it in terms of "making tons of changes that they must comply with" these changes should be brought to them as changes that will make their lives easier and better in the long run. It is your job to be able to show them how that will work.:2cents:
 
K

Kristy

#13
Before "the meeting"... everytime I'd make a suggestion for improvement or try to show them a much easier way to get to the same end... they'd tell me... well... I'll just keep doing it this way because it's easier for me and that other stuff is too complicated... they are sooooooooooo against change :(
 

Coury Ferguson

Moderator here to help
Staff member
Super Moderator
#14
Before "the meeting"... everytime I'd make a suggestion for improvement or try to show them a much easier way to get to the same end... they'd tell me... well... I'll just keep doing it this way because it's easier for me and that other stuff is too complicated... they are sooooooooooo against change :(
Those are typical road blocks :frust: that happen to someone new trying to improve things and make them simpler.

May I suggest that you get them involved in writing these documents. Sometimes when people are involved, they tend to accept change easier. :)
 
K

Kristy

#15
Those are typical road blocks :frust: that happen to someone new trying to improve things and make them simpler.

May I suggest that you get them involved in writing these documents. Sometimes when people are involved, they tend to accept change easier. :)

Oh how I wish it would be that simple :bonk: I totally agree with you on that note :agree1:

However, they have been asked to do this several times and each person will write down very vague instructions that no one could follow...

My boss' worry is that if one person gets seriously ill or is in a fatal accident, is there someone that can at least perform enough of that person's duties to be able to keep things running??? Everyone of the employees said.. "NO"... This is very scary and something to think about... which is why he wants me to do what I'm doing.

He wants me to spend about 2 hours a day with one employee and document all procedures... continue with that person every day until I have everything documented... even if it takes a month or longer for one person... then move on to the next.

It really needs to be done... kind of like a safety net :tg:
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#16
However, they have been asked to do this several times and each person will write down very vague instructions that no one could follow...

My boss' worry is that if one person gets seriously ill or is in a fatal accident, is there someone that can at least perform enough of that person's duties to be able to keep things running??? Everyone of the employees said.. "NO"... This is very scary and something to think about... which is why he wants me to do what I'm doing.
Obviously your co-workers are concerned with job protection. Exercises like you are undertaking are, many times, followed by lay-offs and hiring of a new workforce much cheaper than the ones they replace. Knowledge management is critical, but have your boss clearly and unmistakably stated that nobody will be let go after their processes get documented? If your boss does not make that commitment, people will always be suspicious of what is happening.

It really needs to be done... kind of like a safety net
Not necessarily. People can get cross trained so, when someone is ill or absent for other reasons, co-workers can perform the processes.

What you are trying to accomplish is not easy. If people are suspicious of the motives, it will be mission impossible because they will sabotage the change management process. Good luck.
 

Wes Bucey

Quite Involved in Discussions
#17
Sounds to me like you and your boss also need an experienced "Change Manager" to help you get past the inertia and resistance from the current employees.

Take a quick look at these posts and the threads in which they occur:

  1. http://elsmar.com/Forums/showpost.php?p=93888&postcount=22
  2. http://elsmar.com/Forums/showpost.php?p=94443&postcount=2
  3. http://elsmar.com/Forums/showpost.php?p=96039&postcount=4
  4. http://elsmar.com/Forums/showpost.php?p=100120&postcount=8
Then you might to want to begin a new thread on how to change the status quo mindset you have encountered.
 

SteelMaiden

Super Moderator
Super Moderator
#18
Your management needs to back you up and make sure that everyone understands the motives behind this project...assuming that management does not intend to sweep the floor clean of all the oldtimers to hire cheaper, inexperienced workers.:notme:
 
K

Kristy

#19
Obviously your co-workers are concerned with job protection. Exercises like you are undertaking are, many times, followed by lay-offs and hiring of a new workforce much cheaper than the ones they replace. Knowledge management is critical, but have your boss clearly and unmistakably stated that nobody will be let go after their processes get documented? If your boss does not make that commitment, people will always be suspicious of what is happening.

Not necessarily. People can get cross trained so, when someone is ill or absent for other reasons, co-workers can perform the processes.
Exactly... only one person here knows their procedures... if that person is out... it just doesn't get done until they get back. That.. in my opinion... is unacceptable... :nope: What I am putting together is for cross-training purposes. Example... if the end of the month is not processed... many people won't get paid... including MYSELF :mg: not to mention claims getting paid... and the agents that write for us.
 

BradM

Staff member
Admin
#20
Sorry to input some negative thoughts here but I do not think it is possible to document everyone's experience in form of procedures/work instructions.

All the best systems I have ever seen are a combination of documentation and competence of the people doing the job. Besides, has anyone thought about what your co-workers will be thinking? Perhaps something along the lines of "they want all my knowledge written down so they can fire me and bring in some cheaper people".
Well said, and great points. That's why, from my perspective, the initial brainstorm session is critical here. There are some things you will never get documented. There is reasonably some room for improvement, but everything will not be captured. Too, the employees will need to feel a part of this.

If you could properly document taping and bedding (house construction), you wouldn't have to pay someone to do it.

I'm not sure where this boss is in all this. I'm not trying to be negative, but the boss has a Great Awakening ahead. It don't matter how much you yell, it's difficult to avert a stampede. This situation was not created overnight, and will not be fixed overnight.
 
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