This document serves as a step-by-step guide for strategically planning, capturing, documenting, and optimising your organisation's systems - commonly referred to as processes, procedures, SOPs.
This guide stands as an excellent example of a fully developed system, encompassing aspects ranging from the overview to the structure and formatting. Following and replicating this model empowers any team member to create a comprehensively documented system.
It's important to recognise that attaining a comparable level of quality may not happen in your first draft; nevertheless, it should be regarded as a standard to strive for. Systems typically need time to mature, gaining benefits from consistent use and ongoing refinement.
Effective systems drives a workplace culture of reliability and repeatability. To achieve this, each team member within your organisation carries the responsibility of training, upskilling, and correcting colleagues in the established systems. This ensures a consistent approach is applied when completing tasks. Instilling this discipline creates collaboration, efficiency, and autonomy, motivating team members to pursue excellence and continuous improvement.
Overview
1. System Explanation - Provides a comprehensive explanation detailing the rationale, significance, and advantages of creating and utilising systems.
2. Creating A System - Outlines the recommended methodologies to adopt when creating a system.
3. Best Practices - Offers supplementary guidance for establishing an effective, uniform, and regulated system and structure.
Steps
1. System Explanation
Systems are your detailed instructions for preforming a common 'thing' - this could be a task, activity, product, service, etc. Systems are commonly known as a process, procedure, SOP, work instruction, 'how-to' document. Systems are a series of linear steps, that when followed produces a predictable outcome.
Examples of a system:
- Making a Cake
- Changing a Car Tyre
- Extracting A Tooth
- Paying a Bill
Systems function as a structured framework that provides comprehensive guidance and instructions, ensuring precision and uniformity in the execution of tasks, activities, or processes. This approach contributes to enhanced operational efficiency and effectiveness. By documenting a clear sequence of actions, systems enable a smooth workflow, minimising uncertainties, mitigating errors, and supporting a standardised approach. The ultimate goal is to ensure that the final outcome is consistently delivered to the same high standard every time, regardless of the user or operator involved.
Systems also empower individuals to gain a clear understanding of the tasks and their respective requirements, often without necessitating additional explanation for another person. Systems are designed to cultivate an environment characterised by reliability, predictability, and a commitment to delivering outcomes of the highest quality.
Systems contribute to risk mitigation by reducing the likelihood of errors or deviations from established procedures ultimately resulting in time and cost savings. Systems also allow for continuous monitoring, feedback, and refinement, promoting adaptability to changing circumstances and fostering a culture of continuous improvement.
- If your goal is to achieve consistent and standardised results every time, create a system.
2. Creating A System
When developing a system, it is advisable to embrace the following method. This approach divides the undertaking into seven (7) practical and achievable steps enabling a streamlined creation of a well-documented system.
1. Plan
a. 'What' - Define what system you are creating
- Clearly outline the system (process/activity/task) and scope to be documented.
- Determine the primary stakeholders for whom the system is intended for and identify their needs.
b. 'Who' - Identify key stakeholders to be involved
- This includes a 'subject matter expert' (SME) in the system, employees who will use the system, managers overseeing its implementation, and any other relevant parties.
c. 'How' - Decide on the methodologies to be employed for capturing the details of the system.
- This could include include flow charts, written instructions, filming/recording, or a combination.
d. 'Map The Process' (optional but recommended)
- Create a process flow diagram to illustrate the sequence of activities within the system.
- Use flowcharts, diagrams, or hand draw to visually represent the system's steps and how they move through the system from start to finish.
Tip | |
| Map The Process | The idea is to brainstorm and document (doesn't need to be pretty) the steps for completing the system. This serves as a basis for review and comparison with a physical demonstration of the system (step 2), facilitating the creation of a robust documented system. |
2. Demonstrate
Record the System being completed
Use your predefined methods for capturing the details, the 'how', i.e. filming, screen recording, etc.
- Record the SME's demonstration
- Have the SME complete the system from start to finish
- Have the SME explain step-by-step instructions for each step, within the system, and the associated workflow
Tips | |
| Details | Include detailed information on how steps are performed, who is responsible for each step, and any decision points in the process. |
| Inputs | Specify what inputs, if any, are required to complete each step – what tools, materials, equipment, etc. are required to complete the step. Explain any business rules governing the system's operation. This includes any conditions, constraints, compliance, or criteria. |
| Outputs | Specify what the end result is for each step before the next step is to be completed. Explain the end result of the system. |
3. Document
Create a document which details your system
- Use the details from your recorded demonstration (step 2) and mapping process (step 1) and write the instructions.
- Here is where you can compare the two and identify any details captured in one but not the other, contributing to the creation of a comprehensive documented system. - Organise the information into a structured and accessible format, making it easy for team members to follow.
- Review the draft system you have documented ready for the testing phase.
Tip |
| At this point your documented system doesn't need to be perfect. Get something down and proceed to step 4. The following steps are where you will improve and refine the document. |
4. Test
Test your draft system
- Issue the documented system to someone to complete.
- Where possible have someone who is not familiar with the system complete.
- Assess their undertakings and collect their feedback – this will assist with refining and improving the system.
Tip |
| If you can assign the system to someone unfamiliar with it, and they can self-guide to produce the desired outputs correctly, you can be confident that you have effectively documented a great system. |
5. Refine
Refine the draft system based on testing, observations, and user feedback
This might include:
- Adding additional steps or details
- Redefining existing steps to provide clarity
- Breaking steps down further
- Consolidating steps
- Repeat steps 4 & 5 until you’re confident you’ve accurately captured your current practices for the system.
6. Train & Implement
Train Staff & Implement System
- Use the documented system for training and retraining staff.
- This establishes a consistent training approach, ensuring that all individuals receive training in the same manner.
- Implement the documented system into daily operations.
- This method becomes the sole means of completion, ensuring that the delivery of products and services consistently meets the expected and required standards.
Tip |
| Each team member within your organisation carries the responsibility of training, upskilling, and correcting colleagues in the established systems. This ensures a consistent approach is applied when completing tasks. Instilling this discipline creates collaboration, efficiency, and autonomy, motivating team members to pursue excellence and continuous improvement. |
7. Continuous Improvement
Live System
- Continuously review and update the system for improved efficiency and effectiveness, and also to ensure it remains aligned with the business goals and adapt to any changes.
3. Best Practices
Embracing best practices for system documentation is crucial for achieving clarity, efficiency, and reliability. By following a structured approach, organisations can ensure the creation of well-documented systems whilst prioritising data control and security. The adherence to these practices not only streamlines operations for individuals but also cultivates a culture of excellence and reliability.
Tips | |
| Documenting Systems |
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| Version Control |
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| Organise Your Systems |
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| Regularly Update |
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| Backup and Secure |
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Disclaimer: This document is meant to provide general guidelines and should be used as a reference. It may not take into account all relevant local, state or federal laws and is not a legal document. Neither the author nor provider will assume any legal liability that may arise from the use of this document.