Internal work instructions.
WHAT DISTINGUISHES THEM FROM PRODUCT DOCUMENTATION
They describe how your organisation does something.
WHAT THEY MUST ACHIEVE
Someone competent but unfamiliar can perform the task correctly.
WHAT TO INCLUDE
What the process achieves When it applies Who performs it What is required before starting The steps What the output is What to do about exceptions Who to ask
WHY WHO PERFORMS IT
It establishes responsibility and it makes separation of duties visible.
WHAT TO DOCUMENT ABOUT EXCEPTIONS
What to do when the normal path does not apply.
WHY
Exceptions are where processes fail and where they are undocumented.
HOW TO FIND THEM
Ask what happens when things are not normal.
WHAT TO ESTABLISH
That the procedure describes what actually happens.
WHY
Aspirational procedures are ignored and they undermine confidence in all documentation.
HOW TO VERIFY
Observe the work being done.
WHAT THAT REVEALS
Steps not in the procedure Steps skipped Workarounds Who really decides
WHAT TO DO
Correct the procedure, or correct the practice.
WHO SHOULD WRITE IT
The person who performs it, with someone else testing it.
WHY BOTH
The performer knows the reality; the tester finds the assumptions.
WHAT TO KEEP SHORT
The document.
WHY
Long procedures are not consulted during work.
WHERE TO PUT IT
Where the work happens.
WHAT TO ESTABLISH
An owner and a review date.
