Terms and definitions

- Manual

- Policy

- Process

- Procedure

- Work Instruction
Manual
It is a key document which summarizes the organization of the company/Division/Activity.

The contents of a manual :

- Presentation of the company/Division/Activity (function and role, products/service, customers…),

- The Management commitment letter and policy,
- The scope of application of the management system,
- The Process mapping : description of processes and their interactions,
- Refer to the procedures,
- Justified exclusions (if applicable),

The manual is above all a document for internal/external communication but also for other interested parties.

It must be simple to present the organization of the company/division/activity well and is understandable for everyone.
policy
<organization> intentions and direction of an organization (3.2.1) as formally expressed by its top
management (3.1.1)

It reflects the thinking and vision of the company/Division/Activity general management and must be
consistent with its commitment.

It is essential that each company /Division/Activity has a clear vision of its development in order to avoid
navigating by sight.

It is essential to explain the reasons and motivations behind the company/Division/Activity vision, so that it
can be understood and supported by all.

Policy must be :
Well communicated and disseminated within company /Division/Activity
reviewed according to a defined periodicity and up dated
Process
set of interrelated or interacting activities that use inputs to deliver an intended result (output)
Elements of a process :​

The process must have its own risk study

The Turtle Diagram / Crosby Model :
Type of process :

- Management processes :
Implemented and follow the strategy, objectives,
Ensure the continuous improvement,
For example the processes of actions planning, management of improvement or definition and monitoring of
objectives…

- The realization processes:

Contribute directly to the realization of a product/service,
They represent the core business of the company/Division/Activity,
For example : the processes of research and development, design, manufacturing, delivery....

- Support processes:
contribute to the smooth running of other processes,
providing them material and immaterial resources,
For example : maintenance, the provision of human materials or resources, mastering documentation and
communication, metrology…

The classification of processes is according to the nature of the activities of the company/Division/Activity
procedure
specified way to carry out an activity or a process (3.4.1)

The structure of a procedure

- Purpose and scope of the procedure

- Align to business process
- Gather process information
- Develop a document structure for procedures
- Document the procedure
- Monitor, review, and update the procedure
 Work Instruction
The “how” of a procedure

The description of procedure actions in simple steps.

Specify the actions to be taken in order to perform a given task at a given position at a given time.

The work instruction is described through document,

It is recommended to enrich the work instruction by visual formats : pictures, videos…
 summary

Manual

Policy

Manual summarizes the organization of the company/Division/Activity

Process
Policy intentions and direction of an the company/Division/Activity

process states what needs to be done and why.

Procedure Procedure
procedure states how the process needs to be done.
Work Work Work
Instruction Instruction Instruction work instruction explains how to carry out the procedure.

Form Form Form Form Form

Just an Example