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".
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".
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.
that happen to someone new trying to improve things and make them simpler.
I totally agree with you on that note 
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.