Policies establish predetermined courses of action to guide staff, while procedures provide step-by-step instructions for implementing policies. The document discusses establishing a policy and procedure manual with a consistent structure and format. It emphasizes the importance of staff reading, understanding, and following established guidelines, which requires an ongoing process of control points to ensure compliance and training to increase mastery.

1. Establishing Policies and
Procedures
Chapter 4

2. Policy –
predetermined
course of action
established to guide
staff members
toward accepted
business practices
Procedure – step-by-
step instructions by
which a policy is to be
achieved

3. Strategic Role of Policies and Procedures = Organization

4. Policy Manual Goal:
develop consistent,
repeatable, processes

5. Manual Structure
Cover and Title
Revision History
Table of Contents
Policies and Procedures

6. Seven Principle Headings
Purpose
Revision History
Persons Affected
Policy Statement
Definitions
Responsibilities
Procedures

7. Goal: ensure staff members read, understand, and comply
with established guidelines

8. Establishing a system of policies and procedures is an
ongoing, cyclical process

9. Two methods to ensure policies and procedures are being
followed: control points and training

10. Control points –
someone within to
assure policies and
procedures are being
followed, they explain
the policy/procedure
or refer to manual
when a violation
occurs; mentoring or
coaching approach
should be used

11. Training – seeks to increase expertise and level of mastery,
repetition and reinforcement needed
Seminars, workshops, or staff meetings for example

12. Compliance:
Developed to determine the extent to which policies and
procedures are implemented