Work Instructions

System

This is my first time to post a request for information. I have recently taken a position with a company as their HR Director, however, I am not new to the HR field.

My questions is do any of you have a good policy for Work Instructions. At my new place of employment, the employees seem to like to hold the owner and managers hostage for information. They seem to think it ensures job security.

I have spent my last few weeks educating the owner and managers (longetivity) that they can require workers to put together Work Instructions so that in their absence the job can be preformed by another person.

I could go on and on about the enviroment that a few employees have created around them but I think many of you would think I am totally crazy.

I appreciate any help that you can provide.

HRinGA

We require this for several positions, especially people that run reports. It is simply step by step instructions on how to run "x" report, or reconcile "x" sheets, etc.
It is something we just ask the employee to do and then update it every 6 mos or so. I don't think you would need a policy per say. We don't have one.
Once they do it, you should test it. Have someone else follow their instructions to see if it really works.

marc

I have encountered similar situations a couple of times. My response was to require a procedures manual to be prepared by the department/position. This is a good idea for all key functions within a company and can produce unintended benefits (wizards 3rd rule) such as improved process flow, improved accounting controls, etc.

System

For the ees who want to keep their work secret, I bet some of them are hiding the fact that their job is easier and takes less time than they say. They're afraid that someone else will discover their scam if they reveal their secrets. x:o

The only policy your managers need is "Cuz I'm the boss and I said so."

James Sokolowski
HRhero.com

drehil

We require a Procedure Manual for each department. It is updated quarterly and tested semi-annually. We keep this manual on our intranet so all employees have access to it. We also link this to our policy manual, for reference purposes. No policy required for the manual.

jitrbug

Every position here has to have a procedures manual with it that gets reviewed by the manager and updated each year at the annual review along with the job description (if needed). This keeps the EE's on their toes about it and the manager involved in knowing what is going on on the desk.

mwild31

Hi Parothead - interesting screen name! x:-)

You don't need a policy for requiring desk manuals - you just need the owner/manager to say they want 'em. Desk reference manuals are vital for three reasons - 1) when the primary employee is out (sick, extended absence, etc.) others can step in and help the business continue in their absence 2) manuals help in cross-training or with the training of new employees. The cross-training issue is really important here - if you have people that don't want to share their job, then I think you have a bunch of specialists running around which really hurts with the next item 3) succession planning doesn't begin when someone leaves, it begins before they leave. If the owner/managers are really serious about the business sustaining itself for the next several years, then they need to get off their duffs and get serious about the issue. Good luck!

System

I don't know if you ever had any dealings with the "TQM" (total quality management) theories or practices, and although there is some useless fluff and ivory tower philosophy associated with some of it, at the heart of TQM is to "define the work process". It is extremely helpful in that it forces each employee to define what they do and how they do it, step by step. That, in turn leads to an analysis of how things can be done more efficiently (i.e removing steps in the process that are unecessary or unproductive) and also trying to remove steps that can lead to errors and losses. It is similar to what you are seeking in having employees define their work instructions. It IS helpful and can uncover a lot of waste and inefficiency, as well as allowing for the cross training of co-workers. Good luck!