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WRITING PROCEDURES FORQUALITY CLIENT SERVICES
A procedure is a set of instructions for performing a task. The task can bephysical, such as interviewing a client,or mental, such as calculating a quote.Procedures are an invaluable guide for proving quality client services.
1. Procedures tell staff
:
1.1 To do something, such as preparefor an interview with the client.1.2 How various parts of a task relateto one another,
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1.3 How something was done. Staff can then verify what happened. For example, a designer can review theprocedures another designer used todetermine whether the analysis isvalid. 1.4 How something will be done. Staff can then make necessary plans. For example, a procedure might state theplan for preparing a storyboard. Staff can then determine when they mustdistribute review copies (or receivethem for review) and plan their timeaccordingly.
2. The process for writingprocedures follows five steps
:
2.1 Investigating
: Perform preliminaryresearch to obtain backgroundmaterial for your procedure. Interviewpeople with relevant experience in theprocedure’s topic.
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2.2 Organizing
: Outline or otherwiseorganise the thoughts that have beendeveloped; create a flow chart if necessary.
2.3 Writing
: Create a draft of theprocedure.
2.4 Revising
: Check details of theprocedure, check spelling andgrammar, revise writing.
2.5 Validating and Verifying
: Have anoutside reviewer to comment on thedraft, check usability and accuracy of procedure, verify appropriate level of detail.
3. Do the following to writeprocedures
:
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First, state the goal of theprocedure as succinctly as possible.Often, a good heading will suffice e.g.Respond to a client’s complaint.
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