Business planning, and developing effective business systems to implement the plan, is vital to the ongoing success and profitability of any Organisation. The key step in implementation is communicating all aspects of the plan to stakeholders via Policies, Procedures, Work Instructions, Customer Charters and other organisational documents. This is how individuals know and understand the general philosophy of the Organisation and what is expected of them as either a member of the Organisation or how they will be treated as a customer. 
One important step that is often overlooked is the wording of these documents. If you want people to understand what is required or what is intended, you must ensure the meaning of the document is accurately portrayed in the wording. Some Organisations can get mixed up between policies, procedures and work instructions, which can further add to the confusion and subsequently negate the desired effect of the system being implemented.

A policy is a system of principles developed by the Organisation for the purpose of guiding decisions and producing outcomes in accordance with their general philosophy. It is a statement of intent.

Procedures are a set of step by step instructions that must be followed in the same order to complete a task. It is often described as the "who, what, where and when", necessary to complete the task and produce outcomes in accordance with the Organisation's policies.

Work Instructions
Work instructions further support a procedure by providing greater detail on the procedural steps or use of equipment being used.

Providing plain English documentation that is easily understood and conveys the correct message, ensures the business system will more readily achieve the desired outcomes.

Sarrad Consulting is a business that has been writing business documentation for over 20 years. We carefully listen to the client to establish the objective of each document and then produce text that is easy to understand, yet loses none of the meaning or intent of management. There is no point having an extensive range of documents if it is too hard to follow their meaning.

A documented, systematic approach will provide policies and procedures that guide both management and staff, and allow them to provide consistent service levels or product quality.