Process

Documentation
Dr.Zubeeda Quraishy
Dept of Informatics
University of Oslo,
Norway
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Process Documentation

This session provides a practical

approach to managing and
preparing the documentation
necessary for implementing any
system
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What is Process
Documentation?

The term was first used in 1978 to refer

to a pilot project in Phillippines.
In this project full time social scientists
stayed in project villages and made
detailed observations and documented
the process of user group (farmers)
formation and functioning

Basic Objective of Process

Documentation
To learn from implementation
experience and in the light of this
modify the strategy and ultimately,
policy(Mosse,1998)

(Ref:Mosse, David,1998,Process documentation research and

process monitoring, in David Mosse, John Fennigton and Alan
Rew (Eds) Development as Process: Concepts and Methods for
working with Complexity, London: Routledge, pp 31-53).
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Process Documentation
Research

Process Documentation Research done in several

countries and different context shows that it is used
more in developing greater capacities for managing
local resources.
In fact PDR is not considered a monitoring device
alone, but rather as a means to develop local
communitys capability to plan and build
institutions to solve the local problems in
areas/sectors where programme expansions are
planned.
Among the different mechanisms used PD is the
most intensive among them.
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Process Definition and

Implementation
Organization Processes should aim to deliver the
objectives of the organization.
Process Definition initiation starts with
understanding the objectives of the organization,
mapping the existing processes and then
working towards closing the gaps that may exist.
For ex, need for a situation analysis before
implementing any systems development or doing
action research (FHIMS in Andhra Pradesh)

Process Implementation
A jointly approved Action Plan is
defined with Priorities, Considerations
and Constraints pertaining to the
organization.
Processes are designed to meet the
organization's Objectives. Automation
tools are incorporated into the
processes wherever appropriate.
Process Training and facilitation form a
part of the mandate.
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Process Implementation
The Process Implementation follows with
detailed process design, pilot
implementation, refinement and
stabilization.
Typically, association with the collaborators
would continue for a period such that all
teams have institutionalized their processes.
The Internal Quality Assessment and
evaluation by external agencies can
continue subsequently.
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Why Process
Documentation?

Most of the process-oriented

methodologies are meant to record
programmes as they occur and feed the
information back to managers, other
researchers, policy makers to help them
in understanding the working of the
project better.
However there are several other
purposes, equally important, for which
processes are sought and they are
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Need for Process

Information

Used by agencies undertaking new and

complex forms as part of expansion of
programmes, which need
understanding about stakeholder
participation.

Such information is often needed to

validate and approach the programe
and consequent policy formation.
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Use of Process
Information

Such information in the context of inter agency

collaboration(ex. Govt, NGO and Community) can
help determine the conditions necessary for
effective collaboration and performance.
Process monitoring is used to construct
institutional ethnography.
Process monitoring helps provide a framework for
negotiating meanings, agreements, and validating
approaches and resolving differences between all
the component units of the programme.
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Use of Process
Information

Anyone developing or working

towards creating any software is
responsible for managing and
maintaining software process
and quality system related
documentation
(e.g., process/quality policies,
procedures, forms, etc.)
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Process Documentation IT
Sector
Among many unappealing
tasks(attending late night calls,
last minute changes to schedule,
unreasonable customer requests)
of IT professionals one of them is
Process Documentation.
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Importance of Process
Documentation
An important aspect of any
process is the documentation
that accompanies it,(such as
logging trouble calls,
requesting system changes,
or executing disaster
recovery plans).
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Importance of Process
Documentation
Many organisations or IT companies
develop excellent processes but fail
to document them adequately. After
an initially successful implementation
of the process, many of these
procedures go unused due to lack of
documentation, particularly as new
staff members who are unfamiliar
with the process attempt to use it.
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Why Actively Manage the

Processes?
Methodical Process Management can
identify bottlenecks and inefficiencies
that are invisible to the organization
and it can find room for improvement
even in well-refined procedures.

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Proactively managing the

processes can help
Eliminate
flaws
organisation
to
Reduce the time spent on a specific task
Decrease costs
Decrease resources associated with any
task
Improve efficiency
Improve overall quality
Increase customer and employee
satisfaction

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Techniques

Very few techniques are available to

quantify the quality and value of
Process Documentation.

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Importance of Evaluating
the Quality of Process
In IT sectors
Documentation
and in other
organisations where the use of
processes is essential
The purpose of evaluating the
quality of content is important:
a.) to show to what degree the
material is suitable for use.

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Importance of Evaluating
the Quality of Process
b) to show
Documentation
how important the

documentation is to the support of

the process and how important the
process is to the support of the
business.
The quality of the content of
documentation is evaluated with 10
common characteristics of usability:
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Characteristics Denoting
Quality Attributes of Process
Documentation
Ownership. This characteristic rates
the degree to which the three key
ownership rolesprocess owner,
documentation custodian, and
technical writerare clearly
identified, understood, and supported.
For some processes, the same
individual may have all three roles.
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(Cont..) Characteristics

Denoting Quality Attributes of

Process Documentation
Readability :This characteristic rates
the clarity and simplicity of the
written documentation .

This characteristic especially looks at

how well the level of the material
matches the skill and experience level
of the audience.
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(Cont) Characteristics

Denoting Quality Attributes of

Process Documentation
Accuracy. This characteristic rates
the technical accuracy of the
material.

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(Cont..) Characteristics

Denoting Quality Attributes of

Process Documentation
Format: rates the overall organization
of the material; how easy it is to follow;
how well it keeps a consistent level of
technical depth; and to what degree it
documents and describes an actual
process rather than merely duplicating
tables, spreadsheets, and metrics.
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(Cont) Characteristics

Denoting Quality Attributes of

Accessibility
Process Documentation
: rates the ease or difficulty

of accessibility.
Current status : rates to what degree
the current version of the documentation
is up to date and the frequency with
which it's kept current.
Ease of update : rates the relative ease
or difficulty with which the
documentation can be updated, including
revision and distribution of new versions.

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(Cont) Characteristics

Denoting Quality Attributes of

Process Documentation
Effectiveness:
rates the overall usability of

the documentation, including the use of

appropriate examples, graphics, color
coding, use on multiple platforms, and
compliance with existing standards (if
available).
Accountability: rates to what degree the
documentation is being read, understood,
and effectively used; all appropriate users
are identified and held accountable for
proper use of the documentation.

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The value of the documentation to

the environment for which it was
intended is evaluated using five
common characteristics

Criticality of the process: Describes how

critical is the process to the success of the
organisation or business of the company.
Frequency of use: Describes how
frequently the documentation is used or
referenced.
Number of users: Describes the
approximate number of personnel who will
likely want or need to use this
documentation.
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The value of the documentation to

the environment for which it was
intended is evaluated using five
common characteristics

Variety of users: This characteristic

describes the variety of different
functional areas or skill levels of
personnel who will likely use this
documentation.

Impact of non-use: Describes the level

of adverse impact that's likely to occur if
the documentation is not used properly.
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Different Approaches to
Understand Process
Field-level activities
Meetings
Negotiations
Decision-taken
Planning
Implementation of decisions
Resolution of differences
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Methodology for
Documenting the Process
Use of existing documentary material
Records
Structured interviews
Case studies
Reconstruction of events
Field-diaries of project staff
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Methodology for
Documenting the Process
Video-and audio recordings
Newspaper clippings
Software development
Participant observation
**None of the above methods are new in
themselves in the social science
methodology, but what is new is the use
to which they are put. (Refer PD of HISP
implemented in India)
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In essence Process
documentation means and
involves

Continuous information gathering over a

period of the programme / project.
Orientation to the present-What is
happening right now.
Monitoring which is action oriented in the
sense that it is directed towards
participants who are in a position to read
and take immediate action.

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In essence Process
documentation means and
the monitoring
is inductive and openinvolves

ended thus broadening the frame of

reference. Thus, the process
information completely breaks away
from the general image of
development projects or programmes
as closed, static, predictable and
controllable tech-rational systems
(Mosse,1998:11).
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Process Documentation
Learn how to design, write and organize your
documentation to best suit your organisation
or work
various documentation structures and access
medium can be used.
How to pay particular attention to managing
and controlling the outcome of your
documentation efforts (the documentation
authorities, distribution, amendments,
identification,...).
Ideas that evolve from the documentation and
maintaining its alignment with changing
needs should be paid attention.
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Points to note in
Developing a Process
Develop
an action plan to manage the
Documenatation

creation of a policy and process

documentation system that effectively
prescribes action and expedites efforts
Design a documentation structure
suited to your business needs and
organizational size.
Analyze the potential of process
documentation verses training material.
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Points to note in
Developing a Process
Learn various
ways to organize and express your
Documenatation
organisations goals or companys expectations;
for example, your company's quality policy
statement (re: ISO 9001), operational policies.

(The ISO organization was established by European countries as a way to

certify the quality control systems of companies across international
boundaries)

Examine the merits of various structures and

styles to compose/access both policy and process
documentation (e.g., procedures and their job
aids).
Discover the key criteria to keeping it simple.
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