In our previous article, we touched on how policy and procedure can help you to retain customers. If your employees know exactly how to go about their work, then your company will be a well-oiled machine, one that your customers will stick with when faced with your competition. We also mentioned that having a clear and well-communicated policy will ensure that all employees and management are on the same page because, let’s face it, the key problem is often a gap in communication between the CEO and the employees.
Well-Informed Employees Can Positively Impact The Bottom Line
Because of this communication gap, employees may not even be aware of the strategy and direction of the company and, least of all, the correct procedures they have to follow. Executives may even assume that employees are aware of the correct procedures and, as we all know, “assumption is the mother of all…” Well, you know how the saying goes and it certainly is a true statement. This is the very reason why every company needs to write policy and procedure and then make the effort to inform their employees of the way they need to proceed in order to drive strategy, culture, vision, mission, and the goals of the company. Policy and procedures are there to keep the walls of the company firm and strong but without properly communicating it, your workforce will fill the vacancy of missing policy with their own “ideas” and “invented solutions,” thus causing risk and loss to the company assets and reputation.
Put Measures In Place to Control Policy and Procedure
When policies and procedures are in place and well-communicated but not applied, corrective measures will have to be taken. Your company will need to implement a control structure to identify problem areas before they become a larger problem. Problem areas may include the lack of correction in a proactive manner, unassigned action tasks, missing or unapproved policy, a lack of communication to all relevant employees, and failure to monitor employee compliance. With a good, clear structure in place, you will be able to drive the necessary root cause analysis and support corrective actions when the procedures are not applied. You will also be able to ensure that your workforce remains effective and efficient, a valuable asset to the company and one that can drive goals and objectives, ensuring the retention of your customers.
This Is Easier Than You Might Think
When the CEO wants to address the need for policy and procedure, the CFO will want to address the cost of implementation. After all, this is what they are paid to do. The conversation might go a little something like this:
What indeed, clever CEO.
On the surface, you will understand that the implementation of policy and procedure will cost manpower, time and training costs. But expensive training courses are often not required to bring harmony of aligned activity in the business to meet stated objectives when policy and procedures are in place. Many of the training issues experienced in any type of business can be efficiently handled by simply writing up clear and informative policies and procedures, making sure employees read and understand them, and that the structure is in place to ensure that your policies are consistently applied.
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