ONLINE PROCEDURES & SYSTEMS€¦ · HOW ONLINE PROCEDURES, SYSTEMS & POLICIES CAN HELP Retail or hospitality business may want to: put a process in place to achieve sales create mandatory

WEBINAR 7: ONLINE PROCEDURES & SYSTEMS

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The Level Up program is a Sunshine Coast Council funded program aimed at helping small and medium businesses connect to the NBN where available, and fully utilise digital tools, innovation principles and business solutions to enable them to improve their productivity, profitability and ability to compete

nationally and internationally, where desired.

SUNSHINE COAST:IT’S TIME TO LEVEL UP!

● Born and raised in NZ ● Travelled for most of my 20s, wound up

on the Sunshine Coast 2004● Two children - aged 10 and 13● Started 6 businesses, sold 2, run 3 now● Asked to speak by Google● Have my own online show about young ● Chair of Knowledge & Professional

Services Taskforce● Chair of Australian Institute of Company

Directors Sunshine Coast Committee

YVETTE ADAMS

● Senior Digital Analyst at Get Digital Flow; an RSM company.

● Holds a Business Degree, with Information Systems and Organisational Behaviour specialisations, from Boston University.

● Prior to working with Get Digital Flow, Laurel ran Happily Organised in both Singapore and Australia

● After working with nearly 200 clients, she decided to focus on the digital space for businesses, joining Get Digital Flow in late 2015.

● A self-proclaimed technology geek, Laurel has always enjoyed streamlining technology throughout her career and gets a real kick out of helping small and medium businesses to organise and automate their technology so that they can focus on what they do best.

● Host of two programs on BRiN.ai: Teach Me Tech and Tech Bytes.

LAUREL GREY

WHY HAVE ONLINE PROCEDURES?1. Can save you time and money by increasing

efficiency. 2. Staff can get more done in less time by following

set processes and procedures3. You can spend less time overseeing the

day-to-day running of the business.4. Improve the consistency of product and service

delivery by your staff.

By having these online, you can access them more easily, share them with staff, provide different access levels, provide instruction in different

formats (text, audio, video, images) and more & easily update them and notify people once updated.

HOW ONLINE PROCEDURES, SYSTEMS & POLICIES CAN HELP

Retail or hospitality business

may want to:● put a process in place to

achieve sales● create mandatory

procedures for staff that are opening and closing the business daily

● set a standard (policy) for staff clothing and quality of customer service.

Business owner retiring may want to:

● Download their brain before they exit the business - for the staff and new owner’s benefit

● Add more value to the potential business sale price - documentation can build that value

● Ensure customers continue to experience a similar level of service/product post the exit

A startup or growing business may want to:

● Document procedures and templates as they go, so they can gain assistance from interns, contractors and new staff, and ensure they get up and running quickly

● Scale up quickly, which will require them delegating tasks.

● Lay the foundations for a strong business.

EFFECTIVE PROCESSES, PROCEDURES & STANDARDS WILL BE...

designed to empower and

inform, rather than constrain staff

practiced by management, so other staff will follow their

lead

Documented online & accessible 24/7, from

anywhere!

discussed regularly in meetings (including

positive and negative feedback)

Part of your staff training program, and made

available in a user-friendly format afterwards

Grounded in the vision and strategy of your

business

flexible and open to improvement

Clear about general business procedures as

well as role-specific procedures

regularly reviewed and updated

TEXT CHAT IN...

DO YOU CURRENTLY HAVE ANY OF YOUR COMPANY’S PROCEDURES SYSTEMS & POLICIES

DOCUMENTED?

ARE THESE STORED ONLINE FOR ACCESS BY OTHER STAFF/INTERNS/CONTRACTORS?

PROCEDURES & POLICIES YOUR BUSINESS MIGHT NEED

● Customer Service (Including A Customer Service Program And After-sales Service)

● Sales Practices And Sales Policies (E.G. Guarantees, Warranties And Refunds)

● Marketing And Promotion (Including Online Marketing And Social Media)

● Staff Training And Performance Reviews● Energy Efficiency And Environmental

Considerations (E.G. Water Restrictions)● Management Responsibilities● Record Keeping, Privacy Laws, Reporting

And Money Management● Use Of Technology (E.G. Rules Around

Staff Internet Usage) And Mobile Phones.

HOW TO CREATE EFFECTIVE

PROCESSES, PROCEDURES &

STANDARDS

TITLE OF POLICY OR PROCEDURE

1. Purpose - describes objective(s) for writing a policy or procedure

2. Revision history - if the system you’re using doesn’t automatically keep a log

3. Persons affected - identifies the creator of the document and who to go to with questions for the document and who should use the document

4. Policy - Describes the general organisation attitude of the company.

5. Definitions - Defines abbreviations, acronyms, forms, words, infrequently used and technical terms

6. Responsibilities - Summarises the roles and responsibilities of all individuals involved with this document.

7. Procedures - Defines and outlines the rules, regulations, methods, timing, place and personnel responsible for accomplishing the policy

TEXT CHAT:

What procedures, policies & standards might you need to create for your business? If you are starting from scratch, what area would make the biggest impact and is highest

priority to create i.e. is high risk? Would dramatically improve efficiency or profitability once rolled out?

● Accounts● IT

● Marketing● Customer service?

● Other

WHAT IS AN INTRANET OR WIKI

● User-friendly interface and design to allow people to create and edit rich intranet pages.● Rich text editing, image galleries, file attachments and many widgets like checklists.● Integrated social features, like an activity stream, people directory, poll and social media

widgets.● Use the same drag & drop interface to create custom online forms directly on your pages.● Collect form data and create reports. Use form workflows to process requests (like expense

reimbursements).● Great integration with Google Apps. This makes it a great alternative to Google Sites, if

you're looking for an easy but more complete intranet solution for Google Apps.● Flexible layout and theme editor to make your intranet match your company's style.● Powerful find-as-you-type search, which searches through pages, comments, files

(documents and PDFs), user profiles and form submissions.● Flexible permissions. Run your intranet open or closed, and specify who is allowed to view

and contribute to what.● Integration with 3rd party apps using HTML widgets.● Share or publish pages to create an extranet.● Create template pages and clone them when needed.

An intranet site or company wiki (think wikipedia) is a site where people in a company or organization can work together. It may include features such as:

OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: GOOGLE SITES

https://sites.google.com/

Google Sites is a structured wiki- and Web page-creation

tool offered by Google as part of the G Suite productivity suite.

OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: MICROSOFT SHAREPOINT

https://products.office.com/en-us/sharepoint/collaboration

SharePoint is a web-based, collaborative platform that integrates with Microsoft Office. Launched in

2001, SharePoint is primarily sold as a document management and storage

system, but the product is highly configurable and usage varies

substantially between organisations.

MORE OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: IGLOO

https://www.igloosoftware.com/

● Won 2016 CMS Critic Award for Best Intranet Software!

● Per user pricing - starting from $8/user

● Integrates with a lot of stuff● Nicer interface than Google sites

or Sharepoint?

MORE OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: ZOHO WIKI

https://www.zoho.com/wiki/intranet-software.html

● Collaborate on documents with ease● Build customized workspaces for each team

within your organization. Decide who can view what with the enterprise-level security features.

● Manage your tasks easily with all relevant information synced to a single place.

● Track your goals, schedules, and deadlines.● Create a separate portfolio for each employee.● Host training materials online.● Share best practices with employees.● Organize project plan documents, spreadsheets,

policies and client presentations within the intranet.

OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: PAPYRS

https://papyrs.com/

Papyrus was specifically built so it could be used by non-IT people to build their own

intranet site. It comes with a WYSIWYG

(what-you-see-is-what-you-get) editor, and allows you to build

pages by dragging and dropping widgets.

TYPICAL FEATURES OF ONLINE WIKIS

Create and organize content

effectivelyWorkspaces

User Admin Embed photos, videos,

presentationsBranding Control Notifications

CASE STUDY:Blugibbon

HOMEWORK:

IF YOU ARE NOT ALREADY USING AN ONLINE SYSTEM TO DOCUMENT YOUR PROCEDURES,

RESEARCH THE SYSTEMS OUTLINED TONIGHT MORE THOROUGHLY &

EVALUATE THEIR SUITABILITY TO YOUR BUSINESS.

THIS MAY INVOLVE A DISCUSSION WITH YOUR TEAM.

Collaborate on the creation and update of your procedures, processes

and standards online

NOTIFY YOUR TEAM ONCE CREATED

Facebook Groups

Skype text chat

MAKE SURE PROCEDURES STAY ON THE MEETING AGENDA

Discuss:

● Procedures which still need to be created

● Who will create them and by when?

● New procedures which have been created and where they can be found

● Seek feedback on procedures so they can constantly improved

It should be everyone’s job to create and improve procedures, not just one persons (however approval processes and executive decisions still needed)

HOMEWORK:

Who should be ultimately responsible for procedures in your organisation?

What will approval process be?

How can you encourage your team to contribute to them?

Where will they be stored?

GENERAL LEVELS OF ACCESS: SITE PERMISSIONS

GENERAL LEVELS OF ACCESS: PAGE LEVEL PERMISSIONS

(EDIT OR VIEW)

LIVE DEMO OF A COMPANY WIKI

QUESTIONS?

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SUPPORT:MENTORS

Book in a session with an experienced mentor and gain assistance in choosing technologies or in their implementation in your business.

SUPPORT:FACEBOOK GROUP

Ask questions, connect, collaborate

UPCOMING LEARNING OPPORTUNITIES: WEBINARS

Webinar 1 – Getting online with faster internet - 2/5/17Webinar 2 - Working more efficiently online - 9/5/17

Webinar 3 - Online Communication & Collaboration systems - 16/5/17Webinar 4 - Video conferencing - 23/5/17

Webinar 5 - Online banking & accounting - 30/5/17Webinar 6 - Online selling & marketing - 6/6/17

Webinar 7 - Online procedures & systems - 13/6/17Webinar 8 - Automations - 4/7/17

Webinar 9 - Online customer experience - 18/7/17Webinar 10 - Customer satisfaction systems - 25/7/17

Webinar 11 - Online learning, training & project management - 1/8/17Webinar 12 - Data & Analytics - 8/8/17

ALL SESSIONS FREE BUT BOOKINGS ESSENTIALREGISTER AT: https://levelup.sunshinecoast.qld.gov.au/events/

UPCOMING LEARNING OPPORTUNITIES

WORKSHOP 1 – GETTING ONLINE, WORKING ONLINE, COMMUNICATING & COLLABORATING ONLINE

26 MAY - 1230pm for 1pm start, ends 430pm

WORKSHOP 2 – BANKING, SELLING AND ACCOUNTING ONLINE20 June 2017 – 9am – 1230pm

WORKSHOP 3 – ONLINE PROCEDURES SYSTEMS, AND AUTOMATIONS13 July 2017 – 1pm – 430pm

WORKSHOP 4 – CUSTOMER EXPERIENCE & CUSTOMER SATISFACTION SYSTEMS, OPEN DATA, DATA ANALYTICS & REPORTING

15 August - 9am - 1230pm

COST $75 (SUBSIDISED) OR INCLUDED AS PART OF PROGRAM. REGISTER AT: https://levelup.sunshinecoast.qld.gov.au/events/

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